Tenant Support Specialist

ROOF ABOVERoof Above is NC’s most comprehensive homeless service provider. Our mission is to unite our community to end homelessness, one life at a time. Focusing on individuals experiencing homelessness, Roof Above offers everything from street outreach to shelter to Rapid Rehousing to Permanent Supportive Housing. Roof Above’s services and programs reach over 1,200 individuals every day across seven campuses in Charlotte (up to 14 campuses in COVID).

Roof Above was born through the merger of Urban Ministry Center and Men’s Shelter of Charlotte in 2019.POSITION SUMMARY: The Tenant Support Specialist is responsible for supporting the daily management of Forest Point Place including managing access control for tenants, guests, and visitors to the facility. Additionally, TSS position serves as a critical role being the connection point between program staff and building residents.

The TSS position will be expected to communicate program offerings as well as community expectations to tenants, as needed ESSENTIAL FUNCTIONS Monitors facility grounds, activities, tenants, and guests via surveillance system to ensure safety

Completes hourly building tours including tenant hallways and common areas of the facility

Engage tenants regarding building rules and regulations and documents/communicates any rule violations to appropriate program leaders (i.e. Clinical Coordinator)
Support in de-escalating tenants as needed

Assist with social service delivery and coordination of care (i.e., communicating upcoming appointments, assisting with locating tenants, etc)
Ensure tenant’s guests properly sign in and out of the facility per property policy

Assist with tenant lock outs of their units

Respond to and oversee internal monitoring systems (ie. Security, fire monitoring systems)
Communicates all emergencies to the appropriate emergency services personnel as needed (CMPD, Fire, EMS)
Manage incoming phone calls and forward to the appropriate party

Completes daily report outs, incident reports and any additional paperwork that may be required

Deep commitment to Roof Above core values

Perform other duties as assigned.

OTHER RESPONSIBILITIES Participates in staff meetings, training and development activities as directed.

Must be certified in CPR and First Aid or willingness and ability to complete certification within 60 days of hire.

EDUCATION, EXPERIENCE AND SKILLS REQUIREDA Bachelor’s degree preferred, High school diploma or equivalent is required.

Experience working with those that have experienced homelessness, mental illness and/or substance use challenges

Knowledge of issues related to homelessness; effective intervention techniques; and teamwork.

Familiarity of Housing First Philosophy and Harm Reduction model

Skills required to: plan and carry out shift activities; communicate effectively orally and in writing; interact appropriately with tenants, staff, service partners, governmental agencies, volunteers, and visitors; prepare and present reports PROGRAM OVERVIEW The program case manager’s responsibility is to work as a part of a multi-disciplinary team to address chronic homelessness by providing subsidized housing and support services. The case manager will visit tenants in their homes, working with them to ensure their basic needs are being met while exploring access to appropriate community services such as, mental health counseling, medical care, substance abuse treatment, peer support, employment opportunities and any other relevant supports.

WORKING ENVIRONMENT Requires work in a fast-paced environment with diverse people including persons managing mental illness and active substance use issues. Requires regular physical movement and multitasking. May require extended shifts during weather or other emergencies.…