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Senior Inclusion Concierge

Company: The Kelsey

Salary: $78000 / per year Location: San Jose, California

Description

Inclusion Concierge staff are a key feature of The Kelsey. They deliver programming to residents, support community within the building and into the surrounding area, and help connect residents with disabilities to essential services, activities, and other needs outside the building. They are part of the community and play a daily role in fostering inclusion, supporting a quality resident experience, and promoting connections between neighbors. Inclusion Concierge team members are a valuable amenity for all our residents, with and without disabilities and provide key housing-related service for our residents with disabilities. Inclusion Concierge staff play a key role in bringing the community together.

We are hiring a full-time Senior Inclusion Concierge team member to join our growing resident services team. The Senior Inclusion Concierge team member will work at The Kelsey Ayers Station housing community located on N First Street in San Jose, California. 

The first six months of this Senior Inclusion Concierge role will solely be dedicated to supporting The Kelsey Ayer Station. After six months, this position will split time evenly between serving as a Senior Inclusion Concierge for The Kelsey Ayer Station and supporting the resident services team to gain a deeper understanding of resident experiences. This will enhance insights, learning, and inform program goals and initiatives for future The Kelsey communities.

Requirements

For this role, you will:

  • Create welcoming community
    • Cultivates community engagement by collaborating with residents and neighbors, both encouraging and actively participating in local community events to foster a strong sense of integration and support within the neighborhood
    • Interact with all residents and guests in a way that spreads joy, welcomes diversity, and fosters connection
    • Greet residents and guests
    • Help identify good potential organizations for residents who want to volunteer in the surrounding community
    • Maintain ownership of the process of resolving resident and guest complaints
    • Create a culture that supports and adheres to Fair Housing, Equal Employment and Equal Housing Opportunity requirements
    • Create and owns local amenity lists and (when possible) obtains bulk discounts of nearby amenities like gyms, transit, food shopping, household items, restaurants, outdoor activities, salons, and services
    • Monitor and secures the lobby
  • Support high quality, effective services
    • Connect residents to desired supports and service providers, programs, and agencies
    • Provide welcome materials and community orientation for all residents
    • Facilitate provider, partner, and contractor check-ins and check-outs and cultivate relationships with the resident and company’s preferred vendors
    • Establish and nurture relationship with residents and support wellbeing checks to ensure the health and safety of residents who provide consent or at the request of family or friends
    • Assist residents in instances where there is an interruption in services, desire to secure new service providers, or need to adjust services
    • Promptly answer, record, and complete all resident requests, phone calls, questions, or concerns
    • Maintain confidentiality of proprietary information and resident identification
  • Program for Inclusion
    • Organize and manage regular  Inclusion Hours (inclusive community events welcoming to people with and without disabilities)  within The Kelsey and surrounding community
    • Support residents to generate ideas and implement community events
    • Provide knowledgeable and comprehensive information about the surrounding areas
    • Facilitate Circles of Support, neighbor-to-neighbor connections, and other unpaid inclusive community supports for residents with disabilities
    • Initiates innovative ways to bring value and joy into the community
  • Support/Coordination with property manager and maintenance team
    • Coordinates with Maintenance Team to ensure their response to resident requests or complaints in a timely, efficient and courteous manner
    • Supports with marketing and unit tours for units appropriate
    • Supports residents with the annual recertification process

After six months, responsibilities will also include:

  • Support Deep Understanding of Resident Services
    • Gather feedback from residents on their experiences using various methods such as surveys and interviews to capture insights into their needs, preferences and concerns
    • Collect, organize, and analyze data related to the resident experience from application through move-in. Identify trends, patterns and areas for growth to enhance the overall living experience
    • With support of the resident services team, translate insights into strategies that can be applied to other communities
    • Assist with developing and maintaining metrics to assess the success and impacts of projects and initiatives

Within the first 3 months, as a Senior Inclusion Concierge, you will support each phase of the resident journey to create the most positive resident experience possible. You will also support co-development of service implementation, build relationships with local partners, and foster the relationship with the onsite team.

Within the first 6 months, you will feel comfortable, empowered and well-versed about The Kelsey’s mission and approach in order to speak to potential partners who are just learning about our work. You will deliver programming to residents, support community within the building and into the surrounding area, and help connect residents with disabilities to services, activities, and other needs outside the building.  You would be able to outline the benefits of the Inclusion Concierge program and share why it is important to any building that is going to be considered a disability forward living environment.

Ideal Candidate

The key traits that are most important in this role are: 

  • Sensitive to/experienced with the communication (and other) needs of people with disabilities or willingness to learn
  • Finds delight in identifying neighborhood/community resources; a natural connector between people and service systems
  • Deep understanding of delivering human services
  • Experience in working with external partners and willingness to advocate for the needs of future residents

We need people with and without disabilities from diverse backgrounds, lived experiences, and skill sets to live out our mission at The Kelsey. We strongly encourage people who have felt the impacts of the nation’s housing crisis to apply. This includes but is not limited to people most impacted by racism, ableism, homophobia, transphobia, xenophobia, classism, and other forms of oppression.

Even if you don’t meet these trait’s 100%, but are aligned to The Kelsey’s values, please feel free to apply. We will be recruiting for similar positions in the coming months.

How to Apply

The salary range for this position is $60,000 to $78,000, depending on experience. We offer benefits such as robust health coverage, four weeks of vacation and family leave.

The Application Process:

  1. Please fill out this application form. It consists of a few questions to gauge whether you meet the key traits listed above. We are reviewing applications on a rolling basis.
  2. We will schedule interviews starting the week of January 8th. We’ll be evaluating everyone for the qualifications listed in the job description and values fit. We want to see you at your best and fairly assess the candidates, so we’ll tell you our interview questions in advance!
  3. For candidates that make it to the final round, we’ll ask you to spend 2 hours on an assignment related to the role. We aim to extend a final offer for this role at the end of January with an anticipated start date in early February.

If you have any access needs or accommodations for the interview process, please don’t hesitate to email us at molly@thekelsey.org. Requests will have no impact on the selection process.