Resident and Industry Relations Coordinator

Resident and Industry Relations Coordinator

The Resident and Industry Relations Coordinator lead outreach and education for residents and industry stakeholders (owners, management agents, and partners). Builds practical tools, guides, and programs that make HUD/PBCA requirements easy to understand and act on. Represents PBCA at industry groups and conferences and orchestrates high-impact educational events across Florida and the U.S. Virgin Islands.

Essential Job Functions

1. Resident Outreach & Education

A. Design and deliver resident-facing outreach (community briefings, webinars, onsite sessions) that explain rights, responsibilities, recertification, MOR/REAC touchpoints, and how to get help.

B. Create and maintain a Resident Resource Hub (FAQs, checklists, short guides, translated materials).

C. Establish feedback loops (surveys, listening sessions) to identify gaps and continuously improve resources.

2. Industry Partner Engagement (Owners & Management Agents)
A. Build and maintain a structured owner/agent communication cadence (monthly updates, quick takes on HUD changes, MOR prep tips).

B. Develop an Owner/Agent Toolkit: policy change summaries, compliance checklists, sample notices, SOP templates, and training videos.

C. Liaise with industry associations and conferences to align on advocacy and best practices; prepare PBCA panels and sessions.
3. Stakeholder & Community Partnerships

A. Coordinate with local service organizations for wraparound education (language access, disability accommodations, disaster readiness).4. Tools, Content & Communications

A. Author clear, plain-language guides, micro-modules, and explainer infographics; maintain version control and audit trails.

B. Stand up and manage a content calendar for residents and industry partners (email, Teams/SharePoint, webinars).

C. Ensure language access and ADA accessibility in materials and events.
5. Program & Event Management

A. Plan and facilitate educational programs (quarterly series, site roadshows, virtual bootcamps), including logistics, speaker prep, registrations, post-event surveys, and CE certificates where applicable.

B. Track outreach requests; triage and route specialized questions to PBCA SMEs; publish "What we're hearing" trend notes.
6. Data, Reporting & Continuous Improvement

A. Maintain dashboards for engagement reach, satisfaction, resolution speed, and content effectiveness.

B. Deliver quarterly Outreach Impact Reports with insights and recommendations to the Director.

Knowledge, Skills, and Abilities

Understanding of HUD ACC requirements and resident relations procedures.

Excellent communication and conflict resolution skills.

3–5 years in outreach, stakeholder relations, resident services, or housing compliance (PBCA/HUD experience strongly preferred).

Demonstrated ability to translate complex regulations into clear, actionable content and training.

Event planning and facilitation experience; strong presentation and writing skills.

Proficiency with Microsoft 365 (Teams, SharePoint, PowerPoint, Forms), virtual event platforms, and basic design tools (e.g., PowerPoint/Canva).

Willingness to travel across Florida and to the U.S. Virgin Islands (10–25%).

Minimum Qualifications

High school diploma or equivalent;
Associate degree preferred. Minimum of 2 years' experience in customer service, housing compliance, or call center operations. Familiarity with HUD programs and PBCA operations strongly preferred.

Other:
Valid Florida Driver's License;
Insurable under the agency's insurance policy.

This job description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of this job classification. All incumbents may not perform all of the job duties listed, and some incumbents may perform some duties which are not listed, and incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description.