Erin Wiley

• Develop rapport with individuals with extreme barriers to engaging in services
• Assist in client development of necessary skills to live independently such as meal prep, laundry, hygiene, etc
• Assist participants in engaging in long-term services that promote self-sufficiency, wellness, and recovery
• Assist with transporting clients to appointments
• Lead assigned life-skills groups as needed
• Provide immediate crisis intervention and resolution as needed
• Complete risk assessments and help people build de-escalation skills/strategies
• Coordinating with other relevant professionals (behavioral health, legal, medical, etc)
• Support the LINC Emergency Housing intake/interview process
• Support clients with following up with legal expectations with goal of reducing recidivism
• Engaging with clients under the influence of drugs and/or alcohol and clients in severe poverty who may have poor hygiene
• Utilizing a Harm Reduction approach with demonstrated passion for serving individuals with co-occurring mental health and substance use disorders at various stages of change
• Advocacy for clients and assisting clients in learning to advocate for themselves
• Timely completion of required documentation to program standards
• Adhere to HIPAA/Confidentiality standards.
• Improved housing stability for residents through comprehensive needs assessments and resource coordination.
• Enhanced resident well-being by developing and implementing individualized case management plans.

• Operates all functions in the front lobby office, including checking and logging visitors in and out, answering telephones and monitoring security systems, directing vendors, and reading and replying to emails
• Collaborates and works alongside internal stakeholders in providing effective support and resources, acts as a liaison between Plymouth residents and external service providers, conducts ongoing outreach to all residents and provide resources to residents as needed, welcomes all new residents into a safe environment, while always showing supportive cohesive services in all spaces and at all times
• Collaborates and problem solves with Housing Case Managers and Community Specialist to take actions that align tenant services around resident goals; contact outside services providers as necessary
• Partner and problem solve with creating plans that address concern or issues
• Assists tenants with unit services and can include but not limited to, re-entry into individual units
• Mediates conflict using de-escalation, conflict mediation and other techniques as needed
• Supports offsite property management through posting notices, outreaching/communicating with tenants, assisting with submitting work orders, and receiving rent payments
• Provides support, guidance and oversight as directed by the Residential Services Manager for all volunteers and interns
• Assists building leadership team in coordinating the daily operations of the site, including helping to secure staff and shift coverage for the front desk
• This includes scheduling staff and managing shift selection processes according to union and Plymouth protocol
• Provides mentorship and support to the RS team by: Assisting with onboarding, training and guidance
• Modeling excellent customer service
• Coaching the RS team in documentation and logging that meets company standards
• Ensuring that policies and procedures are implemented consistently
• Collaborates with building team, playing a key role in identifying and communicating specific RS support strategies for tenant's housing stability plans
• Ensures communication and team building among Residential Specialists across shifts; ensures swing and overnight shifts are engaged with building happenings
• Collaborates with building team to ensure that tenant resources available at the front desk are relevant and up to date
• Assists in coordinating and conducting building events and activities, as needed
• Assists Property Management team with re-certifications, annual reviews, and other processes, as needed
• Generates/inputs select maintenance work orders as needed
• Assess and troubleshoot maintenance needs during afterhours or weekends, as needed
• Conducts monthly preventative pest control/treatment inspections; facilitate heat treatment of tenant belongings as needed
• Rotates with the Lead Housing Case Manager and serves as back-up to the Residential Services Manger during their absence
• Provides a safe, sanitary environment in the buildings for tenants and staff
• Maintain order and safety, sanitize living and work areas, conduct floor checks/ perimeter checks
• Maintain building security/staff safety
• Monitor all areas of the building and systems with the use of security cameras and by regular checks of common areas to ensure tenant and building safety
• Support and enforces building rules and respond to tenant complaints
• Respond to building emergencies and take action
• Assist with periodic unit safety checks and inspections
• Administrative Use office machines to file, fax, and photocopy
• Maintain daily logs of building activities and building records.
• Increased safety and security within residential facilities through regular inspections and maintenance tasks.
• Enhanced resident satisfaction by promptly addressing concerns and implementing effective solutions.

• Identify and coordinate new case management strategies from outside provider organizations
• Support tenants in maintaining safe and healthy unit conditions and passing apartment inspections
• This may include hands-on assistance cleaning apartments, arranging and monitoring caregiver/chore worker services, and/or teaching and modeling independent living skills
• Directly provide case management services not covered by other providers
• Maintain regular contact with tenants and case managers from outside provider organizations to monitor progress toward goals identified in the ISP, and to ensure adequate provision of identified services
• Document interactions with tenants through logs, service notes, EORs, emails, and other methods as appropriate in accordance with agency guidelines
• Understand and meet the various contractual service and documentation obligations relevant to your project
• Use trauma-informed strategies to intervene in crises and assist with building rule enforcement and lease compliance, as necessary
• Provide education and support for tenants to ensure success as leaseholders
• Assist tenants in the formation of interest groups or therapeutic support groups; facilitate when appropriate
• Organize outings and activities to improve tenant skills in activities of daily living and to increase the level of meaningful activity in their lives
• Work with tenants and other staff to identify needs for additional services, groups, and activities
• Work with staff, outside service providers, and community resources to initiate and facilitate these services and activities
• Provide individual culturally relevant counseling and information and referral services to tenants as needed
• Facilitate community meetings
• Participate in staff meetings and trainings
• Lead care conferences in connection with SAGE, SUD, PACT, HOST, MRT
• To provide clinical support & housing stabilization to tenants.

• Light Maintenance
• Pressure washing
• Worked with & supervised all vendors working on the grounds
• Pool cleaning & Maintenance
• All janitorial duties (sweeping, mopping, floor care)
• Managed property
• Ordered & restocked all zep & simple green cleaning supplies.

• Handled and stored hazardous chemicals safely to prevent injury or illness
• Reduced cleaning time significantly while maintaining company quality standards
• Responded to emergency cleaning requests to meet client expectations
• Stripped, sealed, finished and polished floors to maintain appearance and remove scratches
• Operated carpet extractors and floor buffers while adhering to all corporate safety measures
• Mopped and waxed floors, dusted, deep cleaned bathrooms and removed trash to keep buildings in clean and orderly condition
• Moved equipment and furniture to thoroughly clean space
• Operated industrial cleaning equipment to quickly complete custodial tasks
• Responded promptly to requests to clean and sanitize areas after accidents
• Organized custodial closets to easily find equipment and supplies
• Completed custodial rounds, including sweeping and vacuuming, glass cleaning and trash collecting
• Sorted and disposed of trash and recycling materials to keep common areas clean and organized
• Maintained building interiors with routine deep cleaning of high-traffic areas.

• Cleaning & janitorial upkeep
• Light Maintenance Duties/repairs
• Pool Maintenance & cleaning
• MS word, excel
• Floor care (buffing, stripping, waxing, T300 & upright automated floor scrubber & concrete scrubber).

• Supervised a staff of 4 employees
• Monitored daily shipping, handling and receiving to promote smooth operations within warehouse
• Generated shipping documents, including packing lists and invoices
• Supervised scheduling for freight and package shipments and managed return and transfer procedures
• Satisfied reporting requirements with timely and accurate logging of daily activities
• Monitored all processing equipment and machinery for proper start-up, operation and shut down
• Developed weekly schedules for warehouse employees
• Reconciled daily inventory in warehouse management system for tens of thousands of SKUs
• Used logistics appointment scheduling software to track orders, provide updates and confirm deliveries
• Enforced strict safety procedures and protocols through successful management of warehouse team members.

• Enhanced team efficiency by providing clear guidance and hands-on training for staff members.
• Evaluated staff performance regularly, providing constructive feedback for continuous improvement.
• Assisted in the hiring process by interviewing candidates and making recommendations based on skills, experience, and fit within the team culture.
• Trained staff on safe operation of cleaning equipment, tools, devices and chemical and cleaning agents to efficiently perform duties and reduce harm to floors, fixtures, staff and environment.
• Streamlined inventory management with systematic organization of cleaning supplies and equipment.
• Facilitated successful project completion by coordinating tasks among team members.
• Optimized scheduling processes, ensuring adequate staffing levels during peak times and reduced labor costs during slow periods.
• Collaborated effectively with other departments, streamlining processes for seamless integration of services.
• Developed strong relationships with staff, fostering trust and open communication regarding their needs

and expectations.

Managed/supervised staff of 10-15
Microsoft excel, word, office, spreadsheet