Resident Advocate - Palmer Court

WHO WE ARE

The Road Home was founded in 1923 and has been a leader in ending homelessness for over 100 years. We provide emergency shelters, supportive services, and housing-focused-minded rental assistance that helps individuals and families step out of homelessness and back into the community. We are seeking compassionate and empathetic individuals who are interested in making a difference in the lives of others and their communities.

The Road Home is an Equal Opportunity Employer

Our mission to help people experiencing homelessness is strengthened by a highly qualified team with a variety of perspectives, backgrounds, and experiences. We are committed to fostering a workplace where everyone feels valued, respected, and empowered to contribute their unique strengths.

We welcome applicants from all walks of life who share our passion for ending homelessness, collaboration, and compassion. Together, we can create a supportive environment where every voice is heard, and every person has the opportunity to succeed.

BENEFITS The Road Home is a 501c3 non-profit social services agency whose mission is to help people step out of homelessness and back into our community.

Come be part of the solution. We have a robust, reasonably-priced, and inclusive benefits plan for full and part-time employees (25-40 hours/week)

• Health Care Plan (Medical, Dental & Vision)
• HSA, FSA, HRA (We reimburse part of your deductible!)
• Retirement Plan (403B with TRH contribution and match)
• FREE Life Insurance for employees
• Paid Time Off (Vacation, Sick & 12 Public Holidays)
• One Floating Holiday Per Year
• Free Short Term & Long Term Disability
• Employee Assistance Program
• Free Training & Development
• Tuition Assistance for a wide variety of classes!
• Public Service Loan Forgiveness (PSLF) qualifying agency

Job Summary

The Resident Advocate is essential to creating a safe, supportive environment for residents. This role provides compassionate guidance on property rules, assists with conflict resolution, and delivers trauma-informed crisis intervention. Key responsibilities include maintaining accurate documentation, collaborating with community partners, and upholding best practices. The ideal candidate will be highly adaptable, organized, and deeply committed to serving vulnerable populations with professionalism and empathy.

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

*This is an in-person position.

Location

Palmer Court

Reports to

Assistant Property Manager & Staff Supervisor

Position Status

Full-Time

Shift

3:00 PM - 11:30 PM

Pay Grade and Starting Rate

Grade 4/$16.80/hour

FLSA Status

Non-Exempt

Essential Duties and Responsibilities

1. Provide excellent, trauma-informed customer service to residents, their families, guests, donors, vendors, community agencies, and staff.
2. Work effectively with diverse clients by being culturally responsive and approaching individuals from all racial, socio-economic, and ethnic backgrounds with respect and openness.
3. Consistently apply a Trauma-Informed Care perspective when interacting with individuals who have experienced trauma.
4. Provide crisis intervention as needed, including determining when to escalate situations to other staff, administration, or authorities.
5. Provide clear, specific, and consistent information to residents, including instruction on property rules and procedures.
6. Monitor resident activities to ensure the safety and security of residents, volunteers, and staff.
7. Assist in mediating and resolving conflicts that arise among residents.
8. Assist in maintaining a clean and safe facility by identifying special needs and reporting them to a supervisor.
9. Perform regular rounds of the building to proactively check for safety and security concerns.
10. Draft detailed incident reports, maintain accurate records of resident and guest activity, and keep a precise shift log.
11. Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.
12. Participate in emergency drills and environmental safety activities, as required.
13. Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff.

*Other duties as assigned.

*Reasonable accommodations may be considered to enable all individuals to perform these essential functions, so please still apply.

Promoting Best Practice

• Actively engage with and honor the unique backgrounds, identities, and experiences of all individuals we serve.
• Advance the agency’s commitment to honoring diverse ethnic and cultural heritages through daily actions that foster genuine belonging.
• Implement Housing Focused principles, risk management strategies, and high-access services as foundational to our mission.
• Maintain healthy boundaries using trauma-informed approaches in all interactions.

*Must pass a pre-employment background check and drug screening.

Education and Experience

• Experience working with diverse and/or vulnerable populations is preferred.
• High school diploma or GED is preferred.

Skills and Expectations

1. Maintain self-regulation and emotional composure in high-stress or crisis situations.
2. Demonstrate strong written communication and precise documentation skills.
3. Accurately document incidents and enter data into relevant databases in a timely manner.
4. Thrive in a fast-paced environment that requires strong multi-tasking skills.
5. Employ strong conflict de-escalation and mediation techniques to resolve disputes peacefully and effectively.
6. Strong interpersonal skills and ability to work with diverse populations.
7. Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy.
8. Use basic computer programs (email, spreadsheets, and more) and have basic computer skills.
9. Ability to accept supervision, direction, and feedback with openness.
10. Be reliable, dependable, and consistent in attendance.

Physical and Equipment Requirements

• Ability to lift and move heavy items up to 25 pounds.
• Ability to sit, stand, and move for at least an hour at a time or more.
• Ability to bend, squat, kneel, twist, push, and pull to perform job functions.
• Ability to use stairs or steps.
• Wear OSHA-required protective gear for safety.