Property Management Incident & Security Coordinator

Department: Asset Management, Capital Programs

Home Partners of America, a Blackstone portfolio company, provides access to high-quality single-family housing to individuals and families in communities around the U.S. If you’re looking for an opportunity to learn and grow as a professional in a mission-driven business with a supportive and positive culture, come work with us! We are looking for team members who are inspired by the opportunity to expand housing access and provide residents with paths to homeownership.

Your Role:

The Property Incident Coordinator will work cross-functionally with many departments, but primarily Field & Project Management, Lease Marketing, and Smart Home to triage and communicate field alerts indicating possible undesired activity at one of the properties. This activity can include property damage from (weather or vagrancy, etc.), trespassing, plumbing failures, or power loss and Smart Home system operability issues. Most often, these alerts will come in from the smart home system but will also come from local employees or business partners. As a coordinator, you will work with and support other departments to promptly triage, communicate &/or escalate these alerts to the appropriate departments.

What you will be doing:

• Receive and promptly triage and distribute incident alerts across the enterprise including our security partner(s).
• Triage alerts and investigate reports and various systems such as the smart home or project management decisions to determine if the reported activity is normal or abnormal and communicate per protocols.
• Liaise with external and internal business partners to gather and disseminate information and updates in a prompt, accurate and concise manner.
• Use experience to recommend changes to property security and incident reporting processes and procedures participating in a culture of continuous improvement.
• Keep accurate, detailed records of each incident, in the assigned system(s), categorizing each for trend analysis and recording final outcomes as incidents are resolved.
• Assist Smart Home team in managing smart home and Property Management system alert configurations and settings. Support deployment of system improvements.
• Provide training to other departments on current practices in property security and incident management.
• Maintain accurate property statuses in Pathlight systems such as PMP and the Smart Home platform.
• Update & distribute to leadership ad-hoc reports on the status of active incidents and trends of incident patterns and timelines.
• Manage basic issues through resolution or escalate more significant issues as needed.

What we look for:

Required Qualifications:

• A collaborative team player who enjoys working cross functionally to reach common goals.
• A person who takes pride in being accurate and timely, with demonstrated success managing competing priorities to provide timely and accurate deliverables while maintaining open lines of communication with all stakeholders.
• A person who can manage their time and tasks efficiently without much oversight, and is able to create and manage task queues, kanban, and project trackers.
• A person who enjoys operating in a noisy environment of ambiguity and change, encountering ill-defined incidents with calmness and curiosity.
• A person who can communicate clearly via phone, email, chat boards and other collaboration tools.

Preferred Qualifications:

• Familiar with basic Enterprise or Property Management tools such as MS Teams, Asana, Salesforce, Jira.
• Familiar with or even current user of common Smart Home or Home Security technology.
• Has prior professional experience in a support role, call center, inside sales, or similar function.
• Reside in the DFW, Chicago or Atlanta metros with ability to travel domestically up to 10% of the time.

Who is Home Partners of America?

Chicago-based Home Partners of America, a Blackstone portfolio company, provides access to high-quality single-family housing to individuals and families in communities around the U.S. Through its innovative Lease Purchase program, Home Partners offers residents transparent and flexible paths to homeownership, and its Choice Lease® program expands that mission to open up new homeownership possibilities for low-to-moderate-income families and historically under-represented communities. For more information, please visit www.homepartners.com.

Perks/Benefits:

We offer premier healthcare at affordable rates and access to 401K. Here are some amazing benefits you may not find anywhere else!

• Mental Wellness resources through Headspace & Ginger, Pet Insurance, Adoption assistance program, Compassion leave for pregnancy loss or failed adoption, and eldercare/special needs.
• 33 paid days off to start (which includes PTO, Holidays, and personal days).
• Hybrid working environment.

EEOC Statement:

Home Partners of America and Pathlight Property Management are Equal Opportunity Employers and prohibits discrimination and harassment of any kind. All employment decisions including the decision to hire, promote, discipline or discharge are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, sex (including pregnancy, gender identity or sexual orientation), national origin, age, disability status, genetic information, veteran, or any other status protected by the laws or regulations in the locations in which we operate.