Reports To: Compliance & Tenant Relations Manager
Position Summary
The Tenant Relations Specialist is responsible for building and maintaining strong tenant relationships that support housing stability, tenant satisfaction, and resident retention. Through this tenant-centered approach, the Tenant Relations Specialist supports tenancy administration, property operations, lease compliance, rent collection activities, and regulatory requirements for an assigned portfolio of affordable housing communities.
This position serves as the primary property management contact for WWHT’s mobile home park communities and is responsible for overseeing tenancy matters within those communities, including rent collection, lease enforcement, resident concerns, notices, and coordination of legal actions when necessary.
Core Responsibilities
Resident Relations:
- Build and maintain positive relationships with tenants that encourage housing stability, lease compliance, and long-term tenancy.
- Provide responsive, professional, and respectful communication to tenants.
- Receive, document, and address tenant concerns through appropriate follow-up, including inspections, work orders, meetings, and home visits as needed.
- Utilize effective conflict resolution and problem-solving skills to resolve tenant concerns and disputes constructively.
- Maintain strict confidentiality in accordance with federal, state, and organizational standards.
- Connect tenants with supportive services and community resources when appropriate.
Tenancy Administration & Property Operations:
- Monitor tenant accounts and assist in managing delinquency, rent collection, repayment agreements, and appropriate follow-up actions as necessary.
- Conduct regular property inspections to ensure safety, curb appeal, lease compliance, and preservation of property assets.
- Issue lease violations, inspection notices, invoices, and other tenancy-related communications in accordance with lease requirements, organizational policy, and applicable law.
- Support unit turnover activities, including inspections, documentation, and coordination with maintenance staff.
- Oversee tenancy matters for assigned mobile home parks, including rent collection, lease enforcement, resident communications, and legal actions.
Compliance & Regulatory Administration:
- Interpret and implement organizational policies and procedures.
- Ensure compliance with Fair Housing requirements, LIHTC regulations, HUD programs, HOME regulations, Section 8 requirements, and applicable federal, state, and local housing laws.
- Collaborate with compliance staff to maintain complete, accurate, and audit-ready tenant files.
- Participate in audits, inspections, and compliance reviews as required.
Occupancy & Leasing Support:
- Ensure accurate documentation of move-ins, move-outs, transfers, recertifications, and interim changes.
- Maintain accurate occupancy and tenant data within property management software systems.
- Support leasing and occupancy goals through timely processing of tenant and unit-related activities.
Reporting & Data Management:
- Maintain accurate property, tenancy, and resident records in compliance with regulatory and organizational requirements.
- Assist with preparation of reports for grants, funding agencies, regulatory partners, and internal stakeholders.
- Ensure records are organized, current, and accessible for audits, inspections, and management review.
Required Skills & Competencies
Mission Driven
- Passion for the mission and commitment to organization’s long-term success.
- Ability to balance tenant support with lease enforcement and organizational requirements.
- Commitment to understanding the organization’s vision, strategic directions, priorities and goals.
Customer Service
- Treats all as customers, provides exceptional internal and external customer service.
- Conflict resolution -De-escalates and handles challenging situations calmly and with grace.
- Maintains high standards for confidentiality.
- Assumes good intent; extends trust and gives people the benefit of the doubt.
Excellent Communication Skills
- Skillful and empathic listener; listens for understanding.
- Responds to emails and returns calls in a timely fashion.
- Strong written, verbal and interpersonal communication skills.
- Ability to build productive relationships with diverse populations, including vulnerable individuals and low-income households.
Personal Leadership
- Solution-oriented; positive, optimistic, confident; can-do attitude
- Exercises solid judgment and critical thinking.
- Flexible, willing to be hands-on and multitask in a fluid and fast-paced work environment
- Models’ professionalism, tact and discretion; maintains confidences
- Highly organized, finds most efficient and effective ways to work.
- Takes Responsibility and holds oneself accountable to one’s own success.
Technical Skills
- Strong computer skills, including proficiency in Word, PowerPoint, Excel, data mgt programs
- Committed to learning organizational standards, protocols, policies, and systems.
- Ability to work independently while collaborating effectively within a team environment.
Qualifications
Two to three years of property management, housing, social services, or related experience preferred.
Experience working with affordable housing programs preferred.
Understanding of LIHTC, HUD, HOME, Section 8, and Fair Housing regulations preferred.
Knowledge of landlord-tenant law and property management best practices preferred.
Willingness to obtain required certifications and compliance training upon hire.
Culture and Belonging
WWHT is committed to creating an inclusive and welcoming environment where all individuals feel valued, respected, and connected. We strive to foster a culture of belonging that embraces diverse perspectives, promotes equitable opportunities, and supports meaningful engagement across our communities. All employees are expected to demonstrate a commitment to these values and continuously develop the skills and awareness necessary to contribute to an inclusive workplace.
Windham & Windsor Housing Trust is a nonprofit organization serving Southeastern Vermont since 1987. Our mission is to strengthen the communities of Southeastern VT through development and stewardship of permanently affordable housing and through ongoing support and advocacy of its residents. Learn more about us in our 2025 Delivering Our Mission impact stories and report. Contact Katherine with questions and/or your CV KFreyenhagen@homemattershere.org
