Community Relations Specialist

AFFORDABLE HOUSING PORTFOLIO |  ROVING, ON-SITE

Position Overview

At Meritus Property Group, we believe exceptional property management begins with people. We are committed to creating welcoming, well-maintained communities where residents feel respected, heard, and supported throughout their housing experience.

We are seeking a compassionate, personable, organized, and service-driven Community Relations Specialist to support a designated group of affordable housing communities throughout our portfolio.

This is a unique, hands-on opportunity for someone who enjoys working directly with people, building meaningful relationships, solving problems, and making a positive impact in the communities they serve.

Unlike a traditional leasing position assigned to one property, the Community Relations Specialist is a roving, on-site team member who rotates between multiple affordable housing communities based on operational needs. This individual serves as an approachable and dependable point of contact for prospective residents, current residents, housing referral partners, vendors, and other community stakeholders.

Responsibilities span the full resident experience, from initial leasing inquiries and application assistance to move-ins, ongoing resident communications, community events, inspections, recertifications, and move-outs.

The ideal candidate understands that affordable housing requires more than administrative efficiency. It requires patience, cultural awareness, empathy, strong communication, and the ability to guide individuals and households through processes that may be unfamiliar, complicated, or stressful.

This position is supported by an experienced Property Manager, who provides operational direction and oversight, and a Compliance & Affordable Programs Manager, who provides guidance on affordable housing requirements, screening, certifications, recertifications, and regulatory compliance.

Our ideal candidate genuinely enjoys people, maintains professionalism when situations become challenging, and takes pride in helping residents feel welcome and respected.

Key Responsibilities

1. Leasing, Housing Access & Applicant Relations

• Serve as a primary point of contact for prospective residents interested in affordable housing opportunities within assigned communities.
• Respond promptly and professionally to leasing inquiries received in person, by telephone, email, text, and through online platforms.
• Conduct property tours, explain community features, discuss available floor plans, and communicate rental rates, income restrictions, eligibility requirements, and the application process.
• Assist prospective residents with completing rental applications, understanding screening requirements, and submitting required documentation.
• Explain the affordable housing application and qualification process in clear, understandable language without making eligibility guarantees.
• Assist applicants in navigating online application platforms and obtaining necessary information or documentation.
• Follow up consistently with applicants throughout the application, screening, and approval process.
• Coordinate with the Property Manager and Compliance & Affordable Programs Manager to address incomplete applications, outstanding documentation, and eligibility questions.
• Support applicant waitlists, interest lists, referral-based housing opportunities, and applicant communication according to applicable program requirements.
• Maintain accurate guest cards, applicant records, leasing activity, and follow-up notes within company systems.
• Help maintain strong occupancy levels by ensuring available homes are actively marketed, inquiries receive timely responses, and qualified applicants are guided efficiently through the leasing process.
• Apply fair housing standards consistently and ensure every applicant receives courteous, equitable, and professional treatment.

2. Affordable Housing Certifications, Recertifications & Compliance Support

• Assist with the administrative and resident-facing aspects of initial housing certifications, annual recertifications, interim certifications, and other program-required updates.
• Guide applicants and residents through documentation requirements related to household composition, income, assets, and other applicable eligibility factors.
• Schedule and conduct certification and recertification appointments as assigned.
• Assist residents who need additional explanation, technological assistance, or reasonable support navigating the paperwork process.
• Collect, review for completeness, organize, and securely submit required documentation for compliance review.
• Follow up with residents regarding missing documents, approaching deadlines, and outstanding certification requirements.
• Track certification and recertification progress to help ensure files are completed and submitted within required timeframes.
• Maintain accurate and organized resident files in accordance with company policies and applicable affordable housing program requirements.
• Assist with third-party verification requests and documentation follow-up when required.
• Identify incomplete or inconsistent information and promptly escalate questions to the Compliance & Affordable Programs Manager.
• Coordinate with internal compliance personnel and applicable outside partners to facilitate timely application processing.
• Assist residents with understanding required notices, forms, and certification procedures.
• Protect confidential household, financial, identification, and eligibility information.
• Participate in affordable housing compliance training and stay informed about relevant procedural changes.

Compliance Oversight: The Community Relations Specialist assists with documentation, communication, coordination, and processing. Final eligibility determinations, compliance approvals, and interpretations of complex program requirements remain with designated authorized personnel.

3. Resident Relations & Customer Experience

• Maintain a friendly, professional, and approachable on-site presence at each assigned community.
• Build positive, respectful relationships with residents from a wide variety of backgrounds, cultures, ages, abilities, household compositions, and life experiences.
• Serve as a consistent, accessible point of contact for general questions, concerns, requests, and community information.
• Respond to resident inquiries with patience, professionalism, discretion, and a genuine willingness to help.
• Follow up on reported concerns to ensure requests are acknowledged, appropriately routed, and addressed.
• Maintain effective communication with residents regarding community updates, scheduled work, maintenance requests, inspections, and other operational activities.
• Help resolve routine concerns while escalating matters requiring management intervention.
• Communicate professionally and calmly during difficult conversations, including situations involving frustration, misunderstandings, or sensitive housing-related circumstances.
• Maintain appropriate professional boundaries and apply community policies fairly and consistently.
• Assist with resident satisfaction surveys, service follow-ups, welcome communications, and renewal outreach.
• Proactively identify opportunities to improve the resident experience and reduce unnecessary barriers to communication.
• Coordinate language assistance and accessible communication resources when needed and available.
• Promote an environment where residents feel comfortable asking questions, requesting assistance, and communicating concerns.

4. Move-In, Move-Out & Resident Transition Coordination

• Coordinate move-in appointments and ensure approved residents receive timely information about their new homes.
• Assist with lease execution, required addenda, community policies, payment instructions, and move-in documentation.
• Conduct welcoming and informative move-in orientations.
• Coordinate keys, access credentials, parking information, and other move-in logistics.
• Complete and document move-in inspections according to company procedures.
• Follow up with new residents after move-in to confirm that initial concerns or maintenance needs have been addressed.
• Receive and document move-out notices and communicate next steps to residents.
• Coordinate move-out inspections, scheduling, key returns, and required documentation.
• Inspect vacated homes, document property conditions, and communicate needed repairs, cleaning, or turnover work.
• Work with the Property Manager and maintenance team to coordinate unit readiness and minimize unnecessary vacancy periods.
• Assist with renewal communications and lease administration, as assigned. 
• Ensure resident transitions are handled professionally, respectfully, and consistently with company policy and applicable regulations.

5. Property Inspections & Community Appearance

• Conduct routine on-site property walks and visual inspections of assigned communities.
• Monitor building entrances, hallways, common areas, grounds, amenities, and other shared spaces for cleanliness, safety concerns, and general presentation.
• Assist with periodic unit inspections, move-in inspections, move-out inspections, and other scheduled inspections in accordance with applicable notice and entry requirements.
• Identify visible maintenance concerns, housekeeping needs, potential safety hazards, and conditions requiring management attention.
• Photograph and document property conditions when appropriate and authorized.
• Submit maintenance requests and communicate necessary follow-up to the maintenance team or Property Manager.
• Monitor reported concerns and help confirm completion of assigned work.
• Participate in property readiness reviews and community improvement initiatives.
• Support compliance with community standards while interacting respectfully with residents.
• Help ensure each assigned community consistently reflects Meritus Property Group's expectations for cleanliness, professionalism, and resident experience.

6. Resident Events & Community Engagement

• Assist in planning, coordinating, promoting, and hosting resident events and community activities.
• Develop approachable, inclusive activities that encourage positive resident connections and foster a sense of community.
• Gather resident feedback regarding preferred activities, communication methods, and community interests.
• Coordinate event logistics, communications, supplies, approved budgets, and vendor participation.
• Partner with approved local organizations and community resources to identify opportunities for beneficial resident programming.
• Assist with distributing community newsletters, announcements, event invitations, and educational information.
• Track event participation and resident feedback to help improve future activities.
• Support opportunities that encourage resident engagement without requiring or pressuring residents to participate.
• Ensure events are planned with consideration for varying ages, cultures, schedules, accessibility needs, and household circumstances.

7. Vendor, Referral Partner & Community Partner Coordination

• Maintain positive and professional working relationships with approved vendors, contractors, referral organizations, housing partners, and community stakeholders.
• Serve as an on-site contact for scheduled vendors and service providers, as directed by the Property Manager.
• Assist with coordinating vendor appointments, property access, resident notifications, and service follow-ups.
• Communicate observed service deficiencies or unresolved concerns to management.
• Develop working relationships with approved housing referral partners to facilitate applicant communication and housing opportunities.
• Coordinate with referral partners regarding application status, documentation needs, available housing opportunities, and next steps, within applicable confidentiality requirements.
• Support communication with community agencies, nonprofit organizations, housing authorities, and other partners when appropriate.
• Help reduce communication gaps between applicants, residents, property management, and participating partners.
• Represent Meritus Property Group with professionalism, responsiveness, and respect in all external interactions.

8. Administrative, Operational & Portfolio Support

• Maintain accurate records in property management, leasing, resident communication, and affordable housing compliance systems.
• Document leasing activity, resident interactions, inspections, service requests, certification progress, and follow-up commitments.
• Monitor assigned tasks and ensure time-sensitive communications and deadlines are addressed.
• Support leasing, occupancy, resident retention, customer satisfaction, and compliance objectives across assigned communities.
• Assist with resident notices, correspondence, file organization, and other property-level administrative activities.
• Provide the Property Manager with timely updates regarding property conditions, leasing activity, resident concerns, and outstanding operational needs.
• Communicate proactively when matters require management decisions, additional resources, or compliance guidance.
• Support other assigned properties during staffing transitions, elevated leasing activity, certification deadlines, or other operational needs.
• Participate in team meetings, training, and continuous improvement initiatives.
• Perform additional related duties consistent with the position and portfolio's needs.

Roving Assignment & Team Support Structure

This position is designed to provide shared, consistent on-site support across a designated group of affordable housing communities rather than functioning as a permanently assigned leasing position at a single location.

The Community Relations Specialist will:

• Rotate between assigned communities according to a schedule established by management.
• Work primarily on-site, with regular travel between properties.
• Adjust daily priorities based on leasing demand, resident appointments, move-ins, inspections, recertification schedules, events, and other operational needs.
• Maintain familiarity with the residents, community characteristics, leasing availability, and program requirements of each assigned property.
• Coordinate closely with the Property Manager to ensure appropriate coverage and prioritization.
• Maintain organized records and consistent communication so residents receive dependable service regardless of the assigned location on a particular day.
• Remain adaptable when schedules or priorities change.

The position is not expected to independently manage the assigned properties. The specialist operates within a collaborative support structure:

Property Manager: Provides direct supervision, operational direction, lease administration oversight, property management decisions, vendor oversight, and escalation support.

Compliance & Affordable Programs Manager: Provides affordable housing training, certification guidance, program interpretation, compliance oversight, and support with complicated applicant or resident eligibility matters.

The Community Relations Specialist is responsible for delivering high-quality on-site execution, communication, documentation, follow-through, and a positive customer experience.

Required Qualifications & Experience

• At least one year of experience in a customer-facing role involving frequent direct interaction with the public, such as property management, leasing, hospitality, customer service, community outreach, housing administration, or a comparable field.
• Demonstrated ability to communicate respectfully and effectively with people from different backgrounds and life circumstances.
• Strong interpersonal skills and the ability to establish rapport with individuals who have varying communication styles, needs, and levels of familiarity with housing processes.
• Excellent customer service skills, including active listening, patience, professionalism, and thoughtful follow-through.
• Ability to remain calm, respectful, and solution-focused when interacting with upset, frustrated, or distressed individuals.
• Strong organizational skills with the ability to manage multiple assignments, appointments, deadlines, and follow-up responsibilities.
• Attention to detail and ability to accurately collect, organize, and maintain sensitive documentation.
• Comfortable working independently at an assigned property while remaining accountable to a larger management team.
• Ability to explain detailed processes in a clear, supportive, and understandable manner.
• Proficiency with email, electronic documentation, online systems, and general office technology.
• Ability and willingness to learn property management software, leasing platforms, and affordable housing compliance systems.
• Strong written and verbal communication skills.
• Dependability, punctuality, sound judgment, and a high level of professionalism.
• Ability to travel reliably between assigned property locations.
• Willingness to perform a role involving daily face-to-face customer interaction and frequent movement throughout residential communities.

Preferred Qualifications & Experience

• Previous experience in multifamily property management, residential leasing, or affordable housing.
• Familiarity with affordable housing programs such as LIHTC, HUD-assisted housing, HOME, or other income-restricted housing programs.
• Experience supporting applicant screening, income certifications, recertifications, or housing eligibility documentation.
• Experience with Yardi Voyager or similar property management software.
• Familiarity with leasing CRMs, electronic certification platforms, automated resident communication systems, or digital application processing.
• Experience interacting with housing authorities, nonprofit organizations, housing referral partners, or other community agencies.
• Experience coordinating resident activities, outreach programs, or community events.
• Experience communicating with individuals who may face language, technology, accessibility, or other barriers to completing administrative processes.
• Familiarity with Fair Housing requirements, reasonable accommodation procedures, and landlord-tenant regulations.
• Multilingual communication abilities relevant to the communities served.
• Training or practical experience in conflict de-escalation, trauma-informed communication, or culturally responsive customer service.
• Previous affordable housing experience is valuable but is not the only path to success in this role. Candidates with exceptional customer service abilities, genuine patience, strong organizational skills, and a desire to learn are encouraged to apply.

Personal Qualities That Lead to Success

We are particularly interested in candidates who demonstrate the following characteristics:

Genuine enjoyment of working with people: You feel comfortable interacting with residents and visitors throughout the day and view customer service as an important part of your work rather than an interruption.

Patience and emotional steadiness: You understand that people may need additional time, explanation, or reassurance when navigating housing-related matters. You can remain composed and professional even when conversations are repetitive, emotional, or difficult.

Empathy with appropriate boundaries: You care about helping people and take their concerns seriously while recognizing the importance of consistent policies, regulatory requirements, confidentiality, and appropriate professional boundaries.

Cultural awareness and respect: You appreciate that communities include individuals and families with diverse experiences, identities, abilities, languages, and perspectives. You treat every individual with dignity, without assumptions or judgment.

A solution-oriented mindset: You look for practical ways to move issues forward, communicate next steps, and involve the appropriate team members when necessary.

Reliability and follow-through: You understand the importance of returning calls, keeping appointments, following up on commitments, and completing documentation accurately.

Adaptability: You are comfortable working across several properties, building relationships with different resident populations, and adjusting priorities as community needs evolve.

Strong collaboration: You communicate openly, accept direction, and recognize when a situation requires assistance from the Property Manager or Compliance & Affordable Programs Manager.

An inclusive service philosophy: You believe every resident and applicant deserves to be treated professionally, fairly, and respectfully, regardless of housing history, income level, personal circumstances, or background.

Performance Expectations & Measures of Success

Success in this position will be evaluated through a combination of service quality, operational effectiveness, accuracy, and teamwork, including:

• Customer Experience: Timely, respectful, and effective responses to resident and applicant inquiries.
• Leasing Performance: Consistent prospect follow-up, complete application processing, successful move-in coordination, and contributions to occupancy objectives.
• Compliance Support: Accurate, organized, and timely collection of certification and recertification documentation.
• Resident Satisfaction: Positive resident interactions, appropriate issue escalation, and reliable follow-through on service concerns.
• Property Standards: Timely completion of assigned inspections, accurate documentation, and prompt communication of property needs.
• Community Engagement: Effective resident event coordination, outreach, and communication efforts.
• Partnership Coordination: Professional, responsive communication with vendors, referral organizations, and internal departments.
• Portfolio Flexibility: Dependable coverage, organization, and performance across all assigned properties.
• Accountability: Accurate recordkeeping, strong attendance, adherence to company policies, and completion of assigned responsibilities.

Work Environment & Scheduling

• This is an on-site position that rotates among multiple assigned affordable housing communities.
• The workday will include a combination of office responsibilities, resident appointments, property tours, inspections, property walks, and direct customer interaction.
• Frequent interaction with residents, applicants, vendors, and community partners is an essential part of the position.
• Work assignments and locations may change according to portfolio needs.
• Occasional evening or weekend participation may be required for scheduled resident events or operational activities, subject to company scheduling practices.
• The position requires the ability to move throughout residential buildings and grounds, perform visual inspections, and carry out administrative duties, with reasonable accommodations as applicable.
• The employee must maintain appropriate confidentiality, professionalism, and conduct at every assigned property.

Why Join Meritus Property Group?

At Meritus Property Group, we recognize that great communities are built through consistent communication, thoughtful service, and people who genuinely care about the experience they provide.

The Community Relations Specialist is an opportunity to develop a meaningful career in property management while contributing to the daily experiences of residents across multiple affordable housing communities.

You'll work alongside experienced property management and affordable housing compliance professionals, gain exposure to multiple communities and housing programs, and develop valuable skills in leasing, customer relations, compliance coordination, and multifamily operations.

We value initiative, accountability, adaptability, teamwork, and the ability to treat people with dignity and respect.

If you are someone who enjoys connecting with people, takes pride in delivering outstanding customer service, and wants your daily work to make a meaningful difference, we encourage you to apply.

Equal Employment Opportunity

Meritus Property Group is committed to providing equal employment opportunities and maintaining an inclusive workplace. Employment decisions are made without unlawful discrimination or harassment based on protected characteristics under applicable federal, state, and local laws.

We are committed to reasonable accommodation practices and fostering a professional environment where employees, applicants, residents, and partners are treated with fairness and respect.

This job description outlines the general nature and responsibilities of the position and is not intended to represent an exhaustive list of all duties. Responsibilities may evolve according to operational needs, applicable regulations, and the requirements of the assigned communities.

About Meritus Property Group

Meritus is comprised of a committed team of commercial and multi-family management professionals that take great pride in being stewards of the built environment, operating assets efficiently, and providing an outstanding tenant experience.