Residence Attendant - REPOST

Main Purpose and Function

The Residence Attendant (RA) 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 incumbent engages with tenants to ensure a safe, compassionate and respectful environment for all. The RA also safeguards the building on assigned shifts, monitors the entrance area, performs routine janitorial duties responds to and supports tenants’ needs within defined limits.

Other duties include limited clerical / administrative work. Within established procedures and guidelines, the RA 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.

Critical incidents and policy decisions or required follow up are referred to the Residence Manager (RM). The work of the incumbent is reviewed in terms of the contribution to smooth operational outcomes of the facility and tenant well being, and in terms of conformance with policies, procedures and directions from the RM.

The RA reports directly to the Residence Manager (RM) of the respective residence, and incumbent 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.

RAs indirectly report 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.

The position may require the incumbent to work afternoon, evening, overnight and weekend shifts. Days and hours of work are subject to change in accordance with operational requirements and collective agreement.

Specific Duties and Responsibilities

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.

Qualifications

Education and Experience

• Grade 11, plus considerable 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.
• WorkSafeBC Level 1 First Aid Certificate

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.
• Working 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.
• 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 Police Record Check is a requirement of this position. A clearance requires the absence of any criminal charges or convictions related to this position.

Business Unit / Department : Arts, Culture and Community Services (1200)