Job Summary:
As the Client Engagement Executive 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. This position is responsible for overseeing the operational functions of our shelter and ensuring that the safety and well-being of the residents are taken care of. You’ll help to improve decision-making processes and implement strategies to enhance operational excellence within the shelter. The Client Engagement Executive works collaboratively with our dedicated cross-functional teams, community partners, and stakeholders to be a Beacon of New Hope to the displaced and disadvantaged in the community.
Key Responsibilities:
Client Supervision
- Provide administrative and operational support in overall shelter operations. Ensure smooth running of shelter operations and oversee daily shelter operational issues and statistical collection.
- Handle day-to-day general queries from shelter residents. Manage general disputes that may occur between co-living shelter residents.
- Issue warning letters to residents for non-compliance with shelter regulations.
- Make recommendations for the discharge of residents to the Discharge Committee.
Stakeholder / Vendor Management
- Liaise with external parties for maintenance of shelter premises (e.g., HDB, Town council, grass cutting, pest control, cleaning services, movers, CCTV, IT services, etc.).
- Assist in the admission and orientation of new shelter residents.
Conflict Management
- Manage moderate to significant disputes that may occur between co-living shelter residents.
- Develop, implement, and improve processes and effectiveness of incident management within the shelter environment, including ensuring adequate training of staff to handle incidents that may occur.
Workplace Safety and Health
- Support the maintenance of the security, health, and safety of the shelter environment and liaise with external parties during emergencies (e.g., CNB, Police, Ambulance, etc.).
- To take immediate measures upon discovery of any illegal activities in the shelter (e.g., Notifying the police).
- Respond to incidents within shelter units, such as de-escalating crisis situations, and notify the Management / Funder agency (MSF / SCORE) for the next action step within 24 hours.
- Enforce shelter rules and conduct shelter inspections to ensure compliance with shelter rules, especially in regard to drugs.
Administration
- Ensure collection of shelter fees by the first week of the month.
- Support the maintenance and update of the Operations SOP manual (including urine tests, etc.).
- Maintain records of the distribution of rations / assistance to shelter residents, including the inventory of in-kind donations.
- Implement an information / data management system to effectively collect and maintain client and operational data.
- Collect statistics for monitoring and evaluation of activities and programmes of the shelter.
Others
- Any other related duties in New Hope CS as assigned by Reporting Officer.
Accountability
- Reports to the Senior Client Engagement Executive / Team Lead.
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 leadership and responsibility skills.
- Collaboration: Willing to work with the homeless and destitute. Able to handle shelter residents politely yet firmly.
- Good analytical and problem-solving skills.
- Self-motivated individual with the ability to work independently.
Technical Competencies
- Proficiency in IT Systems and Microsoft Office Suite (e.g., Microsoft Word, Excel, PowerPoint, etc.).
Education and Experience:
- Minimum Degree or Diploma in relevant disciplines
- At least 2 years of relevant working experience in similar sectors
- 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.
