Affordable Supportive Housing Desk Clerk

Description

Forward Property Management Solutions is a boutique multifamily management, consulting, and asset management company based in Austin, Texas. We partner with owners across affordable housing, conventional multifamily, build-to-rent, active adult, lease-up, and supportive housing communities to deliver operational excellence, financial performance, and exceptional resident experiences.

We were built on the belief that people matter, systems should make jobs easier, communication creates accountability, and performance matters. Residents deserve exceptional experiences. Owners deserve transparency. Teams deserve support and real development.

Our work is guided by operational excellence, resident experience, leadership development, accountability, technology adoption, and continuous improvement. If you want to be part of a team that takes the work seriously and treats people well, Forward is the right place.

The Desk Clerk is the front line presence at a permanent supportive housing community and is responsible for monitoring building access, greeting residents and visitors, and maintaining a safe, welcoming, and orderly environment. Stationed at the front desk or lobby, the Desk Clerk is often the first and most consistent point of contact for residents, guests, vendors, and partner agencies.

In supportive housing, the desk is more than a security post. It is where trust is built, where small problems are caught early, and where residents are treated with dignity every single day. The Desk Clerk observes, documents, communicates, and escalates. Calm presence, sound judgment, and clear communication matter as much as vigilance. If you are dependable, observant, and committed to treating every person with respect, this role is essential to the community.

This is a part-time Saturday and Sunday only position. 8AM - 4PM & 4PM - 12AM shifts available.

Successful team members at Forward:

• Take ownership of problems and follow them through to resolution
• Look for ways to improve processes rather than simply perform tasks
• Communicate proactively with teammates, leadership, and stakeholders
• Protect company and client resources as if they were their own
• Support teammates and contribute to a positive, accountable culture
• Embrace technology, continuous learning, and responsible use of AI tools
• In this role specifically: maintain a safe and welcoming front desk, accurately monitor and document building access, respond calmly to incidents, and treat every resident and visitor with dignity and Fair Housing compliance

Front Desk and Access Control

• Greet residents, guests, vendors, and partner agency staff professionally and direct them appropriately.
• Monitor and control building access according to property policy, verifying guests and visitors and maintaining accurate sign-in and sign-out logs.
• Issue, track, and collect keys, fobs, or access credentials in accordance with property procedures.
• Maintain awareness of who is entering and leaving the building and ensure unauthorized individuals do not gain access.

• Monitor the lobby, entrances, and common areas through direct observation and camera systems where available.
• Respond calmly to incidents, disturbances, and emergencies, following established protocols and escalating to the Community Manager, on-call staff, or emergency services as appropriate.
• Document incidents, unusual activity, and safety concerns accurately and promptly in the required format.
• Identify residents who may be experiencing a crisis or challenge and notify the Community Manager and Resident Services or Case Management partners promptly and discreetly.

• Create a front desk experience that reflects Forward's commitment to professionalism, responsiveness, and respect for every resident served.
• Address resident questions and requests professionally, escalating to the Community Manager or Assistant Community Manager as needed.
• Support a trauma-informed, dignity-first environment…