Housing Resource Associate (Bilingual)

Springfield, MA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $19.50 - $22.50

Benefits

Paid Time Off

Holidays

Health Insurance

Dental Insurance

Vision Insurance

educational assistance

Medical reimbursement account

Dependent Care Account

Retirement Plan

Life insurance

short-term disability insurance

long-term disability insurance

transportation benefits

Employee assistance program

Annual staff picnic

Job Description

Way Finders is a well-regarded nonprofit organization recognized as one of the Top Workplaces for Nonprofits, an accolade earned through positive employee feedback. The organization is dedicated to enhancing the lives and stability of individuals and families in the region by providing safe and affordable housing options. Committed to its mission, Way Finders focuses on promoting economic mobility and building a thriving community through thoughtful advocacy, resource development, and housing management. The organization values respect, community support, and collaborative engagement, making it a preferred employer for those passionate about making a tangible difference in people's lives.

The role of Housing Resource Associate at Way Finders is a full-time onsite position designed for a bilingual professional fluent in English and Spanish. This position plays a crucial part in delivering exemplary customer service at Way Finders' Housing Centers by efficiently managing inquiries from callers, clients, and visitors. As a key contact point, the Housing Resource Associate educates consumers about available programs and community resources, helping to connect them with the right support and facilitating appointments when necessary. This involves proactively assessing client needs and providing the resources and tools essential for housing problem-solving and planning.

Beyond direct customer service, the Housing Resource Associate maintains detailed documentation and data entry to ensure the accuracy and accessibility of information within the organization's internal systems. The role also includes managing and organizing program materials, handling incoming and outgoing correspondence, and supporting collaborative efforts such as workshops for tenants and landlords. The position demands strong communication abilities, both verbal and written, along with organizational skills and technological proficiency. Employees in this role receive a starting wage ranging from $19.50 to $22.50 per hour, depending on qualifications, and benefit from comprehensive health, dental, and vision insurance starting from day one along with paid time off, holidays, retirement plans, and additional perks. This role is ideal for candidates with office reception or call center experience, particularly those with a background or interest in community or human services. Joining Way Finders means contributing to a mission-driven organization where efforts directly support the stability and advancement of local communities.

Job Requirements

2 years experience in office reception, at a call center, or in a related role
a combination of experience and a high school diploma (or equivalent) may be a substitute
preference for experience in human or community services
bilingual (English/Spanish) verbal and written skills required
demonstrated ability to communicate clearly and effectively, both verbally and in writing
demonstrated ability in Microsoft Office, and comfort learning new technologies
ability to organize and prioritize effectively in a fast-paced environment
excellent problem-solving and networking skills
knowledge of community resources is a plus

Job Qualifications

2 years experience in office reception, at a call center, or in a related role
bilingual (English/Spanish) verbal and written skills
demonstrated ability to communicate clearly and effectively, both verbally and in writing
demonstrated ability in Microsoft Office, and comfort learning new technologies
ability to organize and prioritize effectively in a fast-paced environment
excellent problem-solving and networking skills

Job Duties

Provide exceptional, friendly, and helpful service to all callers, clients, and visitors
educate consumers about the organization’s programs and available community resources, proactively conducting assessments and making referrals/appointments when necessary
assist clients with appropriate resources and tools for effective problem-solving and planning in regard to their housing needs and options
maintain detailed log of incoming visitors, callers, and related documentation/notes
including but not limited to real time data entry into internal system
ensure all calls are responded to in a timely response, including forwarding all inquiries from government offices, housing courts, legal services, and other applicable agencies
maintain adequate supply of up-to-date program materials and forms in reception and resource areas
manage, organize, and update information in all required databases and software applications
receive, sort, deliver, and date stamp incoming mail and packages
prepare outgoing mail as necessary
work collaboratively to plan and prepare workshops for tenants and landlords
establish and maintain strong, collaborative relationships with internal staff
landlord, owners, community groups, agencies, and stakeholders
perform general clerical duties including but not limited to scanning, filing, faxing, copying, preparing correspondence and reports
proactively identify and inform the program managers of any issues that may adversely affect the department or organization