Resident Support Specialist

Job Details: Job Location: Casa Esperanza - Redwood City, CA, Salary Range: $23.48 - $23.50Hourly,
At Episcopal Community Services (ECS), employees work with participants who may be experiencing homelessness, behavioral health conditions, substance use challenges, and other difficult life circumstances. While this work is meaningful and mission-driven, it can at times be stressful, demanding, or unpredictable. Employees are expected to exercise sound judgment, remain aware of their surroundings, follow established safety, communication, and de-escalation procedures, participate in all required trainings, and promptly report incidents, threats, injuries, or unsafe conditions, in accordance with ECS policies and procedures.

This position is a fully onsite, client-facing role that requires in-person interaction and direct service delivery to participants at ECS program locations. Due to the essential nature of the duties and the need for consistent in-person engagement with clients, remote work or work-from-home arrangements are not available for this position.

Position Summary

The Resident Support Specialist (RSS) is the welcoming presence at the front desk of our permanent supportive housing community. This role helps create a safe, respectful, and supportive environment for residents, many of whom were previously unhoused, as well as visitors to the building. The RSS ensures front desk operations run smoothly, responds to both emergency and non-emergency situations with care, and helps maintain a secure and inclusive atmosphere. This position is essential in fostering a sense of home, community, and stability for all who enter the building. 

Primary Duties

Welcome residents and visitors, answer questions, and provide helpful information about housing or property-related services.
Operate the front desk with professionalism and compassion, including answering calls, screening visitors, and maintaining visitor logs.
Monitor common areas to support a safe and comfortable environment, including surveillance monitoring and regular property walk-throughs.
Maintain accurate and confidential property logs, incident reports, and other records.
Respond promptly and safely to property emergencies and incidents, seeking support from appropriate staff or emergency services when necessary.
Document and report concerns related to community guidelines or lease agreements, supporting residents in resolving issues constructively.
Assist residents with completing work orders, incident reports, or grievances, ensuring they feel heard and supported.
Keep the front desk, entry, and lobby areas clean, organized, and welcoming; may have to perform light janitorial duties after-hours for spills and emergency clean-ups to maintain building safety.
Provide light administrative support to the Support Services Manager and maintain clear communication with property management and resident support teams.
Treat residents, staff, vendors, and visitors with compassion, respect, and courtesy at all times.
Participate in staff meetings, trainings, and other property-related activities to enhance skills and teamwork.
Other duties as assigned
Qualifications: Minimum Requirements

High school diploma or equivalent (GED) required.
Experience in hospitality, customer service, community services, or a related field preferred.
Strong communication and interpersonal skills; ability to interact with individuals from diverse backgrounds with respect and empathy.
Ability to remain calm and effective in emergency or high-stress situations.
Commitment to maintaining confidentiality and upholding resident dignity.
Basic computer skills (email, data entry, incident reporting).

Other Requirements

Must secure fingerprint image screening and annual TB screening.
Must be able to meet physical requirements of the position, which may include lifting up to 30 lbs.

Mission Essential

Demonstrate behavior that supports the organization’s mission, vision, and values.
Adhere to all company, property, and department programs, policies, and procedures.
Communicate effectively and model integrity, fairness, and ethical business practices.

Mission Essential

Demonstrate behavior that supports the organization’s mission, vision, and values.
Adhere to all program, funder, and organizational policies, and procedures.
Communicate effectively and model integrity, fairness, and ethical business practices.

ECS offers industry leading healthcare benefits to support your

physical and mental well-being.

ECS will consider for employment qualified applicants with arrest and conviction records as consistent with San Francisco's Fair Chance Ordinance.

ECS values a workplace where every individual is respected, supported, and given equal opportunity to thrive. We are an equal opportunity employer dedicated to creating a welcoming and inclusive environment for all.