Tenant Education & Support Coordinator (Hotline)

Tenant Education & Support Coordinator - Hotline

Key Responsibilities: The Community Alliance of Tenants (CAT) is seeking an engaging, self-directed and compassionate individual who deeply cares about housing justice and empowering tenants through tenant education. This position will be primarily responsible for supporting the Renters’ Rights Hotline, conducting education workshops (in-person & online), supporting outreach efforts (in-person & online), helping develop training content, and train new volunteers and staff on the Renters’ Rights Hotline. As a coordinator-level position, this role requires an astute understanding of strategic partnerships, excellent inter-personal skills, customer service experience, ability to support people in crisis with a calm demeanor, cultural competency, and a culturally humble approach for many different diverse populations. This position reports to the Tenant Education and Support (TES) Director. This is a full time position. Salary range is $56,100-$61,939, and includes full medical and dental coverage, paid holidays and personal leave.

This position is based out of Multnomah County with scheduled in-person work and in the surrounding counties on occasion, a candidate from anywhere in Oregon is encouraged to apply.

Classification: Full Time/Non-Exempt

Responsibilities

• Stay abreast and up to date on tenants’ rights news, policy changes, service providers, and any and all that affect CAT’s work. Working with the education director and hotline managers to support program development and changes to reflect new trends and changes in the market to ensure effective program delivery.
• Support the executive director, education director and hotline managers in developing fundraising for grant and contract opportunities for the Tenant Education and Support (TES) Department.
• Assist hotline managers in completing reports for grants and contracts.
• Support with data entry and program evaluation of tenant education activities.
• Support education director and hotline managers in community partnership.

development for ongoing education activities and external communication.

• Work collaboratively with education director to develop and execute community-entry and marketing plans.
• Provide non-English language support such as translation of materials and interpretation and/or coordinate with language service providers as needed.
• Support with volunteer coordination, training and supervision.
• Develop relationships with culturally specific organizations and serve their members.
• Provide culturally responsive and/or language-specific services.
• Provide intensive advocacy for individuals in need of navigating support services including legal aid, in order to maintain their housing.
• Support education department needs and staff as needed.
• Other duties as assigned especially as they relate to CAT's 2023-2025 Strategic Plan.

Renters’ Rights Hotline- Providing information, strategies and support for tenants who have questions about their rights and are experiencing challenges protecting their rights as a renter.

• Train, support and provide feedback to hotline staff and volunteers.
• Maintain calm demeanor with tenants who may be in crisis.
• Make hotline calls and in-person consultations, utilizing Landlord-Tenant law and Fair Housing expertise.
• Support and coordinate with hotline team on supervision of hotline shifts.
• Timely and accurate entry of hotline data into Community Services HMIS.
• Provide in-person support to tenants with rental questions and concerns.
• Provide bilingual language support such as interpretation and/or coordination of interpretation services.
• Stay up to date on changes in Oregon landlord tenant law.
• Assist with and facilitate Renters’ Rights Hotline trainings, support development of training tools and procedures for staff, volunteers and other members.
• Provide technical support on hotline software (Jive/Go To Connect, Community Services, etc.) and hardware (phone systems, etc.).
• Provide appropriate resources and referrals to renters, complete internal referrals and to partners/agencies.
• Onsite or online presence at evictions court to offer information and support for tenants already in the eviction process.
• Support staff and volunteers doing survey calls.
• Provide rental assistance support as needed.
• Other duties as assigned.

Renters’ Rights Workshops/Webinars- Community-wide workshops/webinars educating tenants about their rights and community events to promote hotline services.

• Plan, coordinate and conduct in-person and online renters’ rights workshops including tracking survey results.
• Support the development of online/virtual/pre-recorded workshops and trainings.
• Draft Memorandum of Understanding (MOU) for workshops with community partners.
• Develop, update and maintain presentation materials.
• Create outreach materials, content and event promotion strategies in collaboration with TES staff, Communications Director and team.
• Sign up and track participants, including outreach, reminder calls, workshop preparations and supplies, and other logistics.
• Track renters’ contact information from CAT outreach events and enter data.
• Coordinate community outreach and outreach events (in-person and online).
• Planning resources needed at community events such as live hotline consultations in-person and online.
• Volunteer coordination and training (in-person and online).
• Presence at community events both in-person and online to answer tenant questions.
• Other duties as assigned.

TPT Letter Writing Clinics (LWC) & Supports  - Empowering tenants to document and communicate effectively in writing.

• Coordinating LWC remotely, on and offsite; including outreach, reminder calls, hosting the clinic, supporting people one on one, supporting volunteers, and connecting tenants to additional resources. Frequency of LWC could be weekly.
• Maintaining calm demeanor with tenants who may be in crisis.
• Supporting education staff in developing new sample letters.
• Maintain and update tracking systems of program activities and participation

Required Qualifications

• Excellent writing, listening, communication, organizational and interpersonal skills.
• Highly organized and detail oriented.
• Self-directed, with the ability to work independently and in a team environment.
• Experience public speaking and/or providing training/workshops.
• Belief and commitment to social justice, structural change and restorative justice.
• Lived experience and/or understanding of race-based disparities or second language proficiency.
• Ability to listen, empathize and problem solve with people in crisis on the phone and in- person.
• Knowledge of both Windows and Mac operating systems.
• Knowledge of Microsoft Office, Google collaboration products, and database systems (Community Services HMIS).
• Brings empathy, passion and humor to the work.
• Willingness to challenge oppression in all aspects of work.
• Enjoys working with diverse populations.
• Reliable means of transportation and ability to transport workshop/event materials to events.
• This position requires regularly working on weekends and/or evenings, both in-person and online. Events are often on weekends and evenings to ensure accessibility to community members.
• Open to and committed to active engagement towards the eradication of racism to People of the African diaspora and all types of racism.

Preferred Qualifications

• Fluency in another language (Spanish, Vietnamese, Swahili, Russian, or other) to be used during service provision and for CAT related events.
• Familiarity with or interest in Renters’ Rights and Tenant Advocacy.
• Familiarity with Landlord-Tenant Law.
• Experience centering Black, Indigenous, and People of Color communities most harmed by the housing crisis.
• Experience working with immigrants and refugees.
• Lived experience with housing instability.
• Experience working at a call center or a social service agency.

Required Education and experience

• High School Diploma or General Equivalency Diploma (GED) or equivalent.
• Minimum of one years’ experience in a similar position, or equivalent combination of education and experience.
• If driving, then a valid Driver's license is required and car insurance.

Working Conditions

• General office environment.
• Remain in a stationary position (sitting or standing) for extended periods of time; and ability to occasionally stand and walk about the office.
• Exert up to 20 pounds of force occasionally to lift, carry, push, pull or otherwise move objects.

Compensation and Benefits

 $56,100-$61,939 (DOE)

Benefits package including 100% paid medical and dental for spouse or domestic partner and children; Oregon sick leave; personal time off (PTO); opportunity to participate in Oregon Saves Roth IRA program.

This is a limited term one year position that ends June 30, 2025 unless new funding is secured. All CAT positions are funded primarily by grants and positions may be eliminated at any time due to business need and available funding. This position is represented by a Union. The wages and benefits are subject to change due to ongoing CBA negotiations;

BIPOC, Women, LGBTQ, Two Spirit, and low-income renters are encouraged to apply to all of our open positions.

CAT is an Equal Opportunity Employer. BIPOC, Women, LGBTQ, Two Spirit, and low-income renters are encouraged to apply.

Salary : $56,100 - $61,939