Residence Attendant - Shift Lead
Residence Attendant - Shift LeadRequisition ID: 14186
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Main Purpose and Function
The Residence Attendant -Shift Lead (RA-SL) is responsible for providing tenant services, custodial, and clerical/administrative work in a residence that provides non-market housing for those individuals who may possess multiple barriers or complexities arising from lived experiences relating to trauma, addictions, disabilities, mental health support needs, and poverty. The position engages with tenants to ensure a safe, compassionate and respectful environment for all. The RA-SL also safeguards the building on assigned shifts, monitors the entrance area, performs routine janitorial duties responds to and supports tenants’ needs within defined limits. Within established procedures and guidelines, the RA-SL also exercises sound judgement in enforcing City of Vancouver (COV) and/or residence specific policies, procedures and rules as well as supporting responsive actions when responding to emergencies. Additionally, the RA-SL will support the supervision of the portfolio operations and will work effectively with stakeholders to address any emerging or ongoing tasks or issues that require attention and action to resolve. This position is responsible to oversee the operational requirements of the portfolio and will travel between Residences as dictated by the emerging or ongoing tasks and issues as they arise. The RA-SL plays a supportive leadership role in operational, tenant, and property management functions enhancing outcomes and objectives of the NMHO department.
Key Contacts and Reporting Relationships
The position reports directly to the Residence Manager (RM) of the respective residence, and the RA-SL works as part of a team that also includes other Non-Market Housing Operations staff and staff from other departments within the City such as Real Estate and Facilities Maintenance. RA-SLs indirectly report to the Manager, Non-Market Housing Operations (NMHO), who is responsible for the oversight and management of all properties and site staff within the NMHO portfolio.
- Makes rounds of all floors, public spaces (including bathrooms) and outside areas of the building at regular intervals, watches for fire hazards and any other risks to tenants and property; and investigates, documents and reports on maintenance problems. Monitors tenant and visitor behaviour and activities in common areas to ensure that they are in keeping with COV and/or residence policies, procedures, regulations, agreements, rules and/or codes of conduct, and responds to any contraventions following established procedures.
- Engages with and builds professional, compassionate and respectful working relationships with tenants and guests; completes daily wellness checks of tenants to ensure their safety and well-being; listens to tenants’ concerns, and provides support within defined limits to tenants in need; provides information to tenants about agencies and services in the area; reports concerns regarding tenant issues or behaviours to the RM; and under the direction of the RM, may refer tenants to outside agencies regarding tenant health, support needs, and other concerns.
- Responds to emergencies and incidents with tenants and guests/visitors; as appropriate and in keeping with any relevant COV policies and procedures, seeks to de-escalate situations, administers First Aid, and summons first responders as necessary; requests assistance and responds to requests for assistance in emergencies from Residence Attendants at other portfolio locations; and prepares written incident reports, logging details, and effectively communicates or escalates critical incidents through established protocols.
- Identifies issues of concern and provides verbal and/or written activity reports to the RM and makes entries in the residence log book in keeping with established procedures.
- As required, monitors the front desk/entrance area to ensure that visitors sign in and out; answers the telephone; relays messages and responds to enquiries; calls taxis for tenants and visitors as required.
- Assists the RM to safeguard the property that tenants leave behind when a room is vacated; and moving furniture and assisting to clean vacated rooms.
- Assists with administrative/clerical functions such as maintaining records, collecting monthly rents, issuing official receipts and distributing mail.
- Performs basic janitorial tasks such as replacing light bulbs, dry-mopping common areas and hallways, cleaning common areas and washrooms as needed, wet mopping spills as required and removing garbage from buildings within common areas when janitorial staff is not on duty; assists in the maintenance of health and sanitary conditions of the building as required.
- Performs other related duties as assigned by the RM or designate.
Additional Duties for Shift Lead responsibilities
- RA-SL will be the operational point person to advise RAs of next steps regarding tasks communicated or issues that emerge and will support the reporting structure protocols, taking steps to resolve and triage issues.
- Review log book and follow up on tasks as noted and or which the RM has noted / communicated as a carry forward item extending from the day shift.
- Effectively addressing those issues that emerge during the shift, have been communicated prior to the shift as outstanding, and which require prompt response.
- Develop and assign tasks to staff members (RAs) as is necessary and will oversee the completion of tasks.
- Respond to emergencies, critical incidents, and situations occurring within the portfolio, which dictate the requirement of additional staffing support for safety or back up (i.e. overdose, flood, fire, extenuating circumstances involving first responders, etc.).
- RA-SL will report by end of each shift on duties performed and communicate actions taken and any areas requiring further intervention or follow up via a templated electronic report.
- Support clear and concise communication protocols for reporting back those issues that arise or are assigned to the RM and or NMHO Manager; as well those issues which represent unusual matters and policy decisions to be made in real time.
- Performs special projects or duties as assigned.
- Assists in Tenant file restructuring initiative as per protocol.
- Identifies and reports on missing documentation not found in tenant files completing the templated spreadsheet for tracking purposes.
- Takes calls for cancelled shifts or fire watch needs and fills them as per policy – files paperwork on cancelled shifts, communicates to RM, Scheduler and NMHO Manager and uploads tracking forms to the Shared drive.
- Train new hires on policy and procedures as necessary through the orientation process.
- Provide recognition and constructive feedback to RAs throughout the shift as appropriate and formally tracks any significant interactions or outcomes.
- Performs other related duties as assigned by the RM or designate.
Education and Experience:
Grade 12, including or supplemented by courses related to the work plus related experience in non-profit housing with an emphasis on working with people who experience issues with mental health, addictions, homelessness and/or poverty, or an equivalent combination of education and experience.
Occupational First Aid Certification, Level I.
Knowledge, Skills and Abilities:
- Working knowledge/understanding of mental health and addiction complexities, including harm reduction principles and practices such as informing tenants or guest of safe use and overdose prevention sites, facilities offering drug testing, or needle exchange options, etc.
- Sound knowledge of the purpose and principles of Non-Market housing, operating within a social housing context.
- Demonstrated ability to follow and make decisions based on the policies, rules and regulations related to Non-Market Housing Operations and the COV.
- Demonstrated ability to deliver excellent tenant centered service
- Strong verbal and written communication skills.
- Strong computer skills, including Microsoft Excel, Word, and Outlook with the ability to quickly develop proficiency with new software applications.
- Ability to make decisions quickly and confidently based on COV policies and practices
- Experience with organizing and assigning shift tasks and holding staff members accountable for completion
- Working knowledge of the health and safety precautions related to the position.
- Demonstrated ability to understand the needs of and to show compassion and respect for tenants, and to develop professional relationships with tenants, other staff and the public.
- Ability to monitor the general well-being of tenants and to provide practical advice and assistance.
- Demonstrated ability to ensure that policies and procedures, rules and regulations are followed by exercising firmness, tact and diplomacy, and ability to effectively de-escalate conflicts.
- Demonstrated ability to take effective measures in emergency situations or scenarios which require immediate attention in accordance with relevant COV policies and procedures, and ability to contact appropriate authorities as required.
- Demonstrated ability to work independently and as part of a team.
- Skills and ability to clearly and factually report incidents and work activities - orally and in writing.
- Ability to learn assigned administrative/clerical tasks and to perform them in accordance with established procedures.
- Ability to perform basic First Aid procedures when required.
- Skills to carry-out minor maintenance and cleaning tasks.
- Some working knowledge of common administrative/clerical methods and procedures.
- Some working knowledge of community supports and resources appropriate for the needs of tenants.
- Some working knowledge of the Residential Tenancy Act
- A current and valid Class 5 BC Driver’s License and a safe driving record preferred.
- Due to the nature of the work access to reliable transportation is required.
Business Unit/Department: Arts, Culture and Community Services (1200)
Affiliation: CUPE 15 Non Pks
Employment Type: Temporary Full Time
Position Start Date: November 2019
Position End Date: September 2020
Salary Information: Pay Grade GR-016: $26.36 to $30.98 per hour
Application Close: November 15, 2019
We thank all applicants for their interest. However, only those selected for an interview will be contacted. Learn more about our commitment to diversity and inclusion.