Client Engagement Executive (JSS-OR)

Job Summary 

As the Client Engagement Executive at New Hope Community Services Limited, 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

• Schedule admissions of new residents referred by HDB.

• Attend to and record residents’ enquiries, complaints, or feedback and channel accordingly.

• Contact residents for any matters.

• Engage residents to pay their rental fees or to settle any arrears they may have.

Conflict Management

• Organise mediation session(s) with residents with dispute.

• Document mediations between residents.

• If any disputes occur between residents, check in with residents individually.

• Create and issue Warning Letters and Reminder Letters.

• Follow up with investigations on any matters arising from resident complaints.

Workplace Safety and Health

• Schedule and conduct inspections of units.

• Document investigations conducted and create incident reports for any incidents that occur.

• Stay up to date on any new SMM protocols and ensure SMM protocols are kept within the office and units.

• Liaise with external agencies (e.g., Police, Government Agencies, etc.) on any unlawful issues found.

Stakeholder / Vendor Management

• Liaise with vendors to rectify any issues within the units.

• Liaise with the Finance Department to ensure payment of vendors.

• Support external contractors to rectify any facilities issues.

• Support pest control for any pest-related matters.

Unit Maintenance / Logistics

• Discuss with the Programme / Team Lead and assign units to new admissions.

• Ensure assigned units are up to standard.

• Schedule unit checks upon resident discharge (2 days in advance by Client Engagement Officers).

• Procurement of stationery and cleaning products/equipment for the shelter offices.

Administration

• Issue receipts to residents upon rental fee collection.

• Document rental collection on the Weekly Collection Report accurately.

• Manage Rental Fee Payment Tracker.

• Create Weekly, Monthly, and Ad-Hoc Reports for HDB.

• Record any residents’ enquiries, complaints, or feedback accurately on Occurrence Log.

• Record any residents' complaints or requests on unit maintenance on the Repair & Requests Log.

• Update and follow up on any assigned pending matters on Occurrence Log and Repair & Requests Log.

• Create incident reports for any incidents that occur.

• Ensure inventory records are maintained accurately.

Volunteer Activity

• Manage volunteer activities at the JSS-OR.

• Liaise with volunteers to carry out activities at the shelter.

• Liaise with the Volunteer Management team and Donations team to coordinate rations / donations to the shelter.

• Assist in the procurement of items for any volunteer activities.

• Support any retreats organised by Kampung Siglap.

Others

• Engage Client Engagement Officers to understand any issues faced and provide guidance with Client Engagement Lead.

• Contribute to team discussions actively. Share new, useful ideas to improve the workflow and to improve the team’s efficiency.

• Any other related duties in New Hope CSL as assigned by Reporting Officer.

Accountability

• Reports to Senior Client Engagement Executive / Programme 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.