Position Summary The Resident Relations Coordinator serves as a highly visible, in-person liaison between residents and Housing Programs. This role requires direct face-to-face interaction with residents to address concerns, resolve customer service issues, and support housing related issues. The position also supports compliance-related resident actions, including terminations, hearings, repayment agreements, and fraud recovery efforts, ensuring due process, accurate documentation, and consistent resident communication. The position emphasizes proactive onsite presence, service recovery, conflict de-escalation, and consistent resident communication in compliance with HUD regulations and LMHA policies.

Essential Duties & Responsibilities:

In-Person Resident Engagement:

Meet directly with residents to receive and address concerns related to housing, property conditions, and services. Conduct scheduled appointments and unscheduled visits from residents at the Central Office. Serve as a visible and approachable LMHA representative. - Participate in resident meetings, walk-throughs, and community forums.

Resident Relations & Advocacy:

Receive, track, and coordinate resolution of resident complaints. Assist residents in understanding PHA policies, lease requirements, and program obligations. Provide early intervention through in-person education to prevent escalation. Identify recurring issues and recommend process improvements.

Compliance Actions & Case Processing:

Process resident lease terminations in coordination with Housing Programs and Property Management, ensuring compliance with HUD regulations and PHA policies. Prepare, issue, and track hearing requests, informal hearings, and grievance-related documentation. Coordinate repayment agreements for rent, damages, or subsidy-related overpayments, ensuring clear communication of terms and monitoring compliance. Support fraud recovery efforts, including documentation, coordination with Program Integrity staff, and resident communication regarding findings and repayment obligations. Ensure residents are provided proper notice, due process, and clear explanation of rights and responsibilities throughout enforcement actions.

Property Management Support:

Coordinate with Property Managers and Maintenance staff (as necessary). Tracks Property Violations from Codes and Regulations. Receives all intake calls from Metro 311. Support resolution of non-compliance through education and service recovery (as necessary). Attend onsite meetings to assist with complex issue resolution (as necessary).

Customer Service & Issue Resolution:

Provide professional, trauma-informed, and culturally responsive customer service. De-escalate conflicts through face-to-face engagement, including during enforcement or compliance-related discussions. Communicate timelines, outcomes, and next steps clearly to residents. Coordinate referrals to internal departments or community resources.

Documentation & Compliance:

Maintain accurate case notes and enforcement documentation in Yardi. Track trends, response times, enforcement outcomes, and repayment activity for reporting. Ensure compliance with HUD, Fair Housing, and PHA policies. Assist with preparation of reports related to resident concerns, hearings, terminations, and fraud recovery.

Collaboration & Continuous Improvement:

Collaborate across Housing Programs, Property Management, Maintenance, and Compliance. Support customer service, compliance, and resident engagement training initiatives.

Minimum Qualifications:

Associate's degree required. Minimum three (3) years experience in public housing, property management, compliance, social services, or resident relations. Experience with hearings, terminations, repayment agreements, or program integrity functions preferred. Strong conflict resolution, documentation, and communication skills. Valid driver's license if site travel is required.

Preferred Qualifications:

Bachelor's degree. Experience working in a Public Housing Authority or HUD-regulated environment. Fair Housing, mediation, or trauma-informed care training. Proficiency with Yardi or similar property management systems.

Disclaimer:

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify or assign other duties as organizational needs require.