Job Details

Property Operations Specialist

The Property Operations Specialist role was developed to provide training and support to our on-site property management teams. This person will be responsible for working closely with the Senior Regional / Operations Manager to develop best practice policies and procedures around operations and management, providing specialized training to staff, assisting with lease ups, and helping define clear workflow between site staff, Compliance and Service teams. During staff shortages, the Operations Specialist may be called upon to assist or act as the Interim Property Manager at properties. This person will rove, working primarily from the properties that we manage. Assigned location will be dependent upon priority of need.

Must relate well to people, exercise good judgment and independent discretion in dealing with residents, visitors, vendors, service providers and staff.

Responsibilities

Onboarding & Staff Training

• Onboards and trains new property staff in line with developed policies and procedures
• Helps implement and train staff on various workflow processes specific to properties:
• Coordination with Services and resident referrals
• Vacancy reporting for Universal Application Process
• Incident reporting, security protocol and management of surveillance
• How to track and prepare files for legal
• Helps develop and distribute property specific polices
• Coordinates periodic trainings for staff
• Works with Senior Regional/Operations Manager and housing partners to help streamline processes and ensure an efficient workflow around housing applicant referrals and coordination with Service teams
• Develops and maintains a solid understanding of all site level systems; Boston Post, Nexus, Dayforce, in order to help support property staff
• Develops an understanding of Housing First principles and practices
• Builds trust and rapport with site staff through ongoing support and collaboration
• May be asked to support in specific areas of operations, such as processing payables, rents, subsidy and deposits, establishing new service, new vendor set up, etc.

Leasing Support

• Help maintain applicant tracking logs for weekly reporting on leasing status
• Attends regular coordination meetings with ownership and agencies
• Help schedule and conduct intake interviews and lease signings
• Conduct file reviews to help ensure that move-in certification and lease documents are complete and ready for submission to Investor
• Coordination with Compliance team to ensure timely processing of all housing referrals and unit selections
• Helping develop marketing plan and materials that considers all federal, state, local and regulatory requirements.
• Reads and understands the regulatory requirements for the property to ensure that all move-ins are compliant
• Ensures unit tours and applicant interviews, which include verifying potential resident income, are conducted in accordance with JSCo's and/or ownership's Resident Selection Policy, and program requirement

Resident Management

• May be asked to attend and participate in professional activities, meetings, organizations, regulatory agency meetings or inspections.
• Maintains amiable relationships with all residents, and adheres to Fair Housing, Equal Employment and Equal Housing Opportunity requirements.
• Works in partnership with property staff and outside agencies to provide services to residents.

Administration and Compliance

• When acting as Interim Property Manager, manages the day-to-day administration of the property, including supervising staff and handling resident complaints, grievances, inquiries, and concerns in a courteous and professional manner.
• Maintains emergency plan to respond promptly to site emergencies and ensures an incident report is completed and communicated to Regional Manager within 24 hours of emergency.
• Ensures that all property staff adheres to the JSCo and/or the owner's policies and procedures.
• Ensures that rents and other monies are properly collected; ensures that all transactions are processed and inputted accurately and completely in MRI; and ensures regular deposits of all monies collected are completed.
• Reviews all delinquent accounts and resident receivables and determines necessary course of action to collect outstanding balances in consultation with the Regional Manager as necessary.
• Manages resident evictions in compliance with court order and directions from JSCo's legal counsel or Regional Manager, as necessary.

Exercises common sense, good judgment, consistency, and self-control in day-to-day contact with residents and in other business-related matters.

Ensures consistent application of property rules and regulations, lease and lease addenda and documents and documents all violations.

Helps oversee the processing, completion, and maintenance of accurate resident files at move-in and at each recertification within established regulatory guidelines.

Helps ensure compliance with all regulatory requirements, which includes ensuring that all rules and regulations required by federal, state and local jurisdictions are followed, and preparation and submittal of reports in an accurate and timely manner.

Confers with RM as needed to solve problems.

Helps ensure adherence to all accounting and reporting procedures required by JSCo and/or ownership.

Coordinates with Service team(s) around resident referrals and outstanding rents.

Supervision of Personnel (only in capacity of Interim Property Manager)

• Works in conjunction with Regional Manager to identify necessary areas of training for other property staff.
• Conducts monthly staff meetings (including Safety Meetings) to ensure staff are current on JSCo and/or ownership policies, upcoming projects, etc.
• Coaches, trains (including developing the content) and manages staff performance while acting in the capacity of an interim Property Manager.
• Handle employee complaints and grievances.
• Sets schedule for staff which can include delegating emergency tasks to on-call staff.
• Reviews and approves employee timesheets to ensure accurate timekeeping and pay practices.
• Implements, enforces and helps develop JSCo safety program.
• Ensures all staff adheres to fair housing laws.
• Develops and maintains good staff working relationships, provides leadership, encourages teamwork and cooperation among the staff.
• Ensures that employees of outside agencies (such as security companies) are performing their duties correctly. If duties are not being performed correctly, work with outside agencies to correct the problem.

Maintenance (only in capacity of Interim Property Manager)

• Supervises maintenance and janitorial staff, including any vendor or temporary personnel working at the property and ensures completion and quality of product or services provided.
• Supervises the scheduling of routine and preventive maintenance and janitorial work and ensures regular follow up inspections on maintenance and janitorial work.
• Oversees upkeep and maintenance of property.
• Ensures timely completion of work orders and turnover of vacant units.
• Ensures that vacant units are inspected regularly and in good condition for show.
• Ensures the common areas, landscaping, etc. are in good condition. Supervises staff to address any issues with these areas.
• Determines a schedule for personnel to be available for emergency maintenance.
• Balances maintenance priorities to ensure available capital resources are effectively utilized and that budgets are followed.
• Ensures annual or more frequent inspections of units occur, and manages follow up with housekeeping letters, preparation of work orders and maintenance charge-backs to residents.
• Ensures the update and completion of all safety related inspections and reports.
• Provides for the safety and security of the employees or property as the PM deems necessary.
• Ensures adherence to all safety and maintenance requirements of ownership or JSCo.

Qualifications

To perform this job successfully, an individual must be able to perform each primary job function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills & Knowledge

• Problem Sensitivity/ Deductive Reasoning Discovery or anticipate problems and use independent judgment and decision making to solve any problems. Apply logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems considering the relative costs and benefits of potential actions to independently choose the most appropriate one.
• Policies and Regulations Knowledge of company policies, federal, state and local laws, government regulations and agency rules that pertain to properties managed, and ability to