Job Summary
As the Client Engagement Officer at New Hope Community Services, you will be an integral part of our mission to bring change into the lives of the displaced and disadvantaged in the community. You'll look after the safety and well-being of the residents in our shelter, ensuring day-to-day operations run smoothly so that our beneficiaries always have a safe space to return to and rest.
Key Responsibilities
Client Supervision
- Handle front desk enquiries and document anything necessary.
- Conduct scheduled admissions with Client Engagement Executive.
- Attend to and record residents enquiries, complaints, or feedback and channel them to Client Engagement Executive.
- Contact residents for any matters (as per instruction from Client Engagement Executive).
- Engage residents to share about activities and encourage participation.
Conflict Management
- Inform Client Engagement Executive if any concerning matters arise.
- Assist Client Engagement Executive in the issuance of Warning / Discharge Letters.
- Follow up with investigations on any matters arising from resident complaints.
Workplace Safety and Health
- Assist in conducting scheduled inspections with Client Engagement Executive.
- Conduct informal spot checks if any irregularities are spotted.
- Ensure SMM protocols are kept within the office and units.
Unit Maintenance / Logistics
- Check units prior to admission to ensure the unit is of standard.
- Check units just before resident discharge according to the checklist, and after the resident has been discharged, ensure that everything is in place and assess if any works are needed for the unit (repairs etc.).
- Attend to facilities repairs / maintenance of the units.
- Assess if the fault can be rectified or if an external contractor is needed.
- Perform repair works when needed.
- Maintain cleanliness and facilities of empty units by means of weekly checks. Highlight any matters to be rectified to Client Engagement Executive.
- Check for common pest issues at units.
- Ensure the Operation Office is clean and counselling rooms are disinfected daily.
- Store inventory in a proper and systematic manner.
- Raise procurement requests with Client Engagement Executive for any logistics needed.
Administration
- Collect and document rental fees from clients accurately.
- Manage files on SharePoint (as instructed by Client Engagement Executive).
- Record any residents enquiries, complaints, or feedback accurately on Occurrence Log.
- Record any residents complaints or requests on unit maintenance on Repair and Requests Log.
- Ensure the muster list and unit list are accurate.
- Maintain inventory records accurately.
Others
- Contribute to team discussions actively. Share new, useful ideas to improve the workflow and to improve the team's efficiency.
- Any other related duties in New Hope CS as assigned by Reporting Officer.
Accountability
- Reports to the Client Engagement Executive / Senior Client Engagement Executive.
Competency Requirements
Core Competencies
- Communication: Excellent interpersonal and communication skills for effective communication with residents, team, community partners, and stakeholders.
- Leadership: Excellent team player with strong responsibility skills.
- Collaboration: Willing to work with the homeless and destitute. Able to handle shelter residents politely yet firmly.
- Self-motivated individual with the ability to work independently.
- Physically fit for general work
Technical Competencies
- Proficiency in IT Systems and Microsoft Office Suite (e.g., Microsoft Word, Excel, PowerPoint, etc.).
Education and Experience
- Minimum GCE N Level / O Level / Nitec Certification in related disciplines
- Willing to work shift hours (including weekends, and overnight shifts) and be operationally ready for emergency deployment on off-days.
The intent of this job description is to provide a representative summary of the major duties and responsibilities of the position. You may be required to perform job-related tasks other than those specifically presented in this description. This job description does not constitute a contract of employment.
