On Call Residential Specialist

This is a unionized position represented by Local 8 of the Office and Professional Employees International Union (OPEIU). Starting wage is $30.65 to $30.65 an hour.

The On-Call Residential Specialist (RS) supports Plymouth residents by working as a part of the Permanent Supportive Housing team and maintains high quality service delivery based on the values inherent in Plymouth’s mission, the principles of cultural proficiency, the tenets of harm reduction and trauma-informed care, and the ‘housing first’ philosophy. Tasks include continuous commitment supporting residents’ well‑being, consistent staff presence in the building 24/7, and support the work of the LEAD Residential Specialist while fostering a sense of community.

The position supports all functions in the office lobby, provides assistance to residents, and helps maintain a safe and clean building environment.

This position can work extra hours and/or different shifts as needed due to staff illness, no‑shows, vacations, and open positions to maintain building coverage and operations. Schedule adjustments may be mandatory.

• Operates all functions in the front lobby office, including checking and logging visitors in and out, answering telephones and monitoring security systems, directing vendors, and reading and replying to emails.
• Collaborates and works alongside internal stakeholders in providing effective support and resources, acts as a liaison between Plymouth residents and external service providers, conducts ongoing outreach to all residents and provides resources to residents as needed, welcomes all new residents into a safe environment, while always showing supportive cohesive services in all spaces and at all times.
• Collaborates and problem solves with Housing Case Managers and Community Specialists to take actions that align tenant services with resident goals; contacts outside services providers as necessary.
• Supports and builds strong community relationships with all residents in creating a welcoming environment through creative, resourceful strategies that build trust and confidence:
• Supports the well‑being and housing stability by helping and educating tenants with access to resources and engaging them in learning life skills needed to navigate life’s challenges.
• Answers resident questions, addresses complaints and provides residents supportive coaching and follow‑up.
• Partners and problem‑solves with creating plans that address concerns or issues.
• Assists tenants with unit services and can include but not limited to re‑entry into individual units.
• Mediates conflict using de‑escalation, conflict mediation and other techniques as needed.
• Distributes notices, newsletters, brochures, and other relevant materials to residents, ensuring that communication accommodates language differences, cultural differences, visual impairments and other necessary accommodations as requested by residents.
• Supports off‑site property management through posting notices, outreaching/communicating with tenants, assisting with submitting work orders and receiving rent payments.
• Provides support, guidance and oversight as directed by the Residential Services Manager for all volunteers and interns.

• Maintains building security at all times by monitoring and following all building/staff safety and emergency procedures, including use of radios, according to Plymouth policies.
• Monitors all general access areas for unauthorized guests, informs the RSM of any violation of program rules, and intervenes on tenants’ behalf to remove unauthorized guests, including calling 911.
• Conducts regular safety/floor checks and promotes a safe, positive and sanitary environment for residents and staff.
• Intervenes in crises, responds to emergencies, and initiates action as required, including contact with emergency response systems while focusing on the tenets of harm reduction and trauma‑informed care.

• Performs light janitorial and maintenance tasks in all areas of the facilities, including, but not limited to, individual units, common areas, front office,…