Resident Services & Community Engagement Specialist

Job Description: Resident Services & Community Engagement Specialist

Location: Syracuse, NY

Employment Type: Full-time, On-site

Overview

The Resident Services & Community Engagement Specialist supports residents across BFC properties by responding to inquiries, addressing concerns, and providing high-quality customer service. This position coordinates resident services, community engagement initiatives, educational and enrichment programming, community partnerships, construction communications, and relocation support.

The specialist works closely with residents, property management, development, construction, relocation teams, and external community partners to strengthen resident relationships, support housing stability, address community needs, and promote a positive living environment.

Spanish-language proficiency is strongly encouraged to support effective communication with BFC Partners’ diverse resident population.

This is an on-site position based in Syracuse, NY. Some travel within New York State is required to support assigned properties, resident services, relocation activities, project meetings, and community partnerships. Occasional evening and weekend work may be required.

Key Responsibilities

Resident Services & Support

• Build trusting, professional relationships with residents and serve as a resource for individuals and families seeking assistance.

• Identify resident needs and connect residents with appropriate social services, community resources, and other supports.

• Partner with residents as they work toward individual goals and desired outcomes.

• Provide resident outreach, translation assistance, referrals, and other supports as needed.

• Support housing stability in collaboration with residents, property management, tenant associations, and service providers.

• Conduct regular resident check-ins and proactively identify emerging needs or concerns.

• Conduct or support annual property needs assessments and use findings to inform resident services and programming.

• Maintain accurate documentation of resident services, referrals, outreach, and outcomes.

Community Engagement & Resident Relations

• Develop and implement engagement strategies that encourage resident participation and community involvement.

• Organize and participate in resident meetings, community events, information sessions, workshops, and other activities.

• Gather resident input and communicate key themes, feedback, and concerns to property management and internal leadership.

• Maintain clear, consistent communication regarding programs, services, property activities, construction, and other matters affecting residents.

• Prepare resident-facing communications, including notices, newsletters, flyers, FAQs, and informational materials.

• Track and report engagement activities, participation, and outcomes.

Programs & Community Partnerships

• Coordinate programs and services that support personal development and improve residents’ quality of life.

• Research local resources, organizations, programs, and services that may benefit residents.

• Establish and maintain relationships with nonprofit organizations, schools, civic organizations, workforce development organizations, social service providers, government agencies, businesses, and other community partners.

• Develop partnerships that bring programs, services, educational opportunities, and other resources directly to residents.

• Coordinate on-site programming and community activities with service providers and resident organizations.

• Evaluate program effectiveness and identify additional site-specific programming needs.

• Manage relationships and, where applicable, contracts with third-party organizations providing resident programs and services.

• Assist with funding applications, contractual requirements, and other program-related submissions as directed.

Construction & Redevelopment Liaison

• Serve as a liaison between residents and construction, development, property management, and relocation teams.

• Translate construction plans, schedules, activities, and impacts into clear, accessible information for residents.

• Participate in construction and project planning meetings to remain informed and communicate resident concerns and feedback.

• Conduct resident outreach regarding construction-related noise, access, safety, schedules, disruptions, and changes to building operations.

• Assist with the preparation and distribution of construction notices, FAQs, diagrams, schedules, and other communications.

• Attend community meetings, construction meetings, and field visits to provide resident-focused communication and support.

• Coordinate communication between residents and project stakeholders to minimize disruption and address concerns promptly.

Relocation Support

• Support the coordination and implementation of relocation activities for residents affected by construction or redevelopment.

• Help residents understand relocation requirements, timelines, available resources, and next steps.

• Coordinate with property management, leasing, relocation consultants, construction teams, and other stakeholders to align resident moves with project schedules.

• Assist residents with move-related logistics and referrals to appropriate resources.

• Track and document relocation activities and resident communications.

• Provide practical, compassionate support throughout the relocation process and communicate resident concerns to the appropriate internal or external team.

Data Reporting & Program Outcomes

• Collect, maintain, analyze, and report resident services and community engagement data.

• Establish and track metrics for engagement, programs, referrals, participation, and other outcomes.

• Maintain accurate records of resident outreach, activities, services, referrals, and program participation.

• Conduct pre- and post-assessments when appropriate or required by contractual obligations.

• Prepare monthly, quarterly, and other reports for management and internal stakeholders.

• Prepare newsletters, program updates, and other communications as required.

• Monitor program outcomes and identify opportunities to improve services and engagement.

• Support the development and maintenance of community engagement dashboards and reporting tools.

Collaboration & Coordination

• Work closely with property management, maintenance, leasing, development, construction, relocation, and community engagement teams.

• Coordinate with external vendors and service providers to support effective delivery of resident services and programs.

• Participate in meetings with property managers, supervisors, leadership teams, community partners, and other stakeholders.

• Support the development of procedures and practices that center resident needs.

• Participate in relevant training related to resident services, construction, community engagement, relocation, and best practices.

Reporting Structure

The Resident Services & Community Engagement Specialist reports to the Director of Community Engagement and works closely with property management and internal departments, including development, construction, relocation, and resident services. The position also coordinates with clients, consultants, vendors, government agencies, nonprofit organizations, tenant associations, and other community stakeholders.

This position does not have direct supervisory responsibilities.

Qualifications

• 3+ years of experience in resident services, community engagement, social services, affordable housing, property management, relocation, construction outreach, or a related field.

• Bachelor’s degree in social work, human services, communications, public relations, urban planning, community development, or a related field preferred.

• Strong understanding of resident engagement and community-based programming.

• Experience building relationships with residents, community organizations, social service providers, and external partners.

• Strong interpersonal, communication, organizational, and critical-thinking skills.

• Demonstrated emotional intelligence and ability to work effectively with individuals from diverse backgrounds.

• Ability to communicate complex information clearly and in language accessible to residents.

• Experience with data collection, reporting, program evaluation, and/or outcome measurement.

• Experience with construction, redevelopment, or relocation activities strongly preferred.

• Knowledge of local housing and social service resources is an asset.

• Spanish-language proficiency strongly preferred.

• Proficiency in Microsoft Office Suite; experience with property management, database, or project management systems is a plus.

• Ability to work independently while collaborating effectively with property management and cross-functional teams.

• Availability for occasional evening and weekend work related to resident outreach, programs, meetings, or construction activities.