Engagement & Retention Coordinator

Title: Engagement & Retention Coordinator

Work Location: 1567 W. Broad Street

Reports To: Housing & Engagement Manager

Employment Type: Full‑Time, Non‑Exempt, Hourly

Working with intrinsic passion for the Star House mission, the Engagement & Retention Coordinator is the anchor for young people transitioning out of homelessness, helping them not just find housing, but keep it. This role owns the resident engagement experience, from managing move‑in orientation to leading community events focused on life skill development and eviction prevention. The Engagement & Retention Coordinator will actively collaborate with case management and property staff, serving as the trusted, trauma‑informed liaison who mediates resident issues and connects residents to essential on‑site and off‑site resources.

Key responsibilities include facilitating the Resident Advisory Council and conducting community needs assessments to ensure Star House’s supportive housing practices truly reflect evidence‑based approaches. Ultimately, this role is critical in helping our residents build a supportive, stable community, ensuring that residents are genuinely prepared to thrive in their next steps.

• Manages the complete resident experience, from initial move‑in through successful exit
• Develops and launches community programming focused on eviction prevention and critical life skills development
• Responds to urgent matters and effectively provides direct crisis intervention for residents
• Partners with property management and case management on new move‑ins, resident grievances and eviction prevention efforts
• Conducts comprehensive onboarding and orientation sessions for all incoming residents
• Generates and submits all required program and performance reports accurately and on schedule
• Mediates conflicts and complex issues that arise among residents in partnership with the case management team
• Supports and tracks youth transitioning out of housing services to ensure preparation for stable, long‑term independence
• Monitors and ensures the optimal function and accessibility of all on‑site resource facilities
• Acts as the primary liaison connecting residents to both internal and external stabilizing resources
• Administers and analyzes results from Resident Community Needs Assessments to inform programming
• Implements evidence‑based engagement approaches while maintaining full compliance with supportive housing standards and funding requirements
• Facilitates productive, mandatory monthly meetings for the Resident Advisory Council
• Maintains accurate client contact records and rigorously tracks data for all Key Performance Indicators (KPIs)
• Performs other specific job‑related duties as assigned by the Housing & Engagement Manager or their designee

• Bachelor’s degree in Social Work, Public Administration or another related field preferred (Associate degree or equivalent experience in human services, youth services or residential support accepted)
• 1–3 years of experience working with youth or individuals experiencing homelessness or housing instability
• Experience in human services, residential support, youth programming or related field
• Knowledge of trauma‑informed care and positive youth development
• Preferred experience with housing retention, eviction prevention or housing stabilization work
• Experience with documentation, data entry or program reporting
• Exposure to crisis response, de‑escalation or conflict resolution in a professional or supervised setting
• Experience supporting, assisting with or facilitating programming, workshops or group activities
• Proficient in Microsoft Office Suite and Google Workspace, including Word, Excel, Outlook, Docs and Sheets for documentation, communication and reporting
• Strong written and verbal communication skills, with the ability to effectively engage with residents, team members and external stakeholders

Additional Requirements: Note:
This assignment may require a valid driver’s license and access/availability of a reliable vehicle.

Star House is committed to equal opportunity employment, regardless of race, color, religion, age, sex, sexual orientation, gender identity and expression, socio economic status, national origin, veteran or disability status. In order to further Star House’s mission, achieve our vision and live out our values, drawing from the collective wisdom of a diverse group of individuals is essential. With diverse minds influencing our work and decisions, we can go further for the young people we serve, ensuring that our continued programming and the solutions developed along the way are influenced by the best minds.