1. Job Summary
As the Client Engagement Executive at New Hope Community Services, you will play a vital role in driving our mission to bring change into the lives of the displaced and disadvantaged in our community. This position is responsible for overseeing the operational aspects of our shelter / programme, ensuring the safety and well-being of our residents / clients are prioritised. Additionally, you will contribute to refining decision-making processes and implementing strategies to enhance operational effectiveness within the shelter / programme. 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 our community.
2. Key Responsibilities
Client Supervision
- Provide administrative and operational support in overall Single Room Shared Facilities (SRSF) Programme operations. Ensure smooth running of SRSF Programme operations and oversee daily SRSF Programme operational issues and statistical collection.
- Handle day-to-day general queries from SRSF Programme residents.
- Assist in the admission and orientation of new SRSF Programme residents.
- Issue warning letters to residents for non-compliance with SRSF Programme regulations.
- Make recommendations for the discharge of residents to the Discharge Committee.
Conflict Management
- Manage moderate to significant disputes that may occur between co-living residents.
- Respond to incidents within rental units, such as de-escalating crisis situations and notify the Management / Housing and Development Board (HDB).
Workplace Safety and Health
- Support in maintaining the security, health, and safety of the SRSF Programme environment and liaise with external parties during emergencies (E.g., CNB, Police, Ambulance, etc.); upon discovery of illegal activities in the SRSF Programme, take immediate measures including notifying the police to stop such activities from continuing.
- Liaise with external parties for maintenance of SRSF Programme premises (E.g., Pest Control, Cleaning Services, etc.)
- Enforce SRSF Programme rules and conduct inspections for compliance with SRSF Programme rules.
- Develop, implement, and improve processes and effectiveness of incident management within the SRSF Programme environment, including adequate training of staff to handle incidents that may occur.
Stakeholder Management
- Responsible for building community partnerships including working with partners from Social Service Agencies, Institutes of Higher Learning Corporations, Statutory Boards, etc.
- Develop and maintain effective relationships with community agencies, corporate partners, as well as individuals.
- Support in community and corporate engagement activities / events for community organisations.
- Support in volunteer activities relating to community and corporate engagement activities / events.
Administrative
- Maintain records of the distribution of rations / assistance to SRSF Programme residents, including an inventory of in-kind donations.
- Ensure collection of SRSF Programme fees by the first week of the month.
- Support the maintenance and update of Operation SOP Manual (including urine test, etc.)
- Collect statistics for monitoring and evaluation of activities and programmes of the SRSF Programme.
- Implement information / data management system for effective collection and maintenance of client and operational data.
- Verify statistical collation and review information management system.
Others
- Any other related duties in New Hope CS as assigned by the Reporting Officer.
3. Accountability
- Reports to Operation Head and Centre Head
4. 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.
