Community Relations Officer

Primary Resident Point of Contact

• Serve as primary contact person for general resident concerns, inquiries, requests, complaints, feedback, and follow-ups.
• Provide residents with clear information on the appropriate policies, procedures, requirements, and responsible departments.
• Ensure that residents are treated professionally, courteously, and consistently.

Resident Concern Management

• Receive and document resident concerns through approved communication channels.
• Determine the appropriate department responsible for addressing each concern.
• Immediately endorse urgent or critical matters to the appropriate department and the Village Manager when necessary.
• Monitor concerns from receipt until proper feedback or resolution is provided.
• Avoid simply transferring residents from one department to another; instead, maintain ownership of the communication and follow-up process.

Resident Concern Monitoring System

• Establish and maintain a centralized monitoring system.
• Track aging and overdue concerns and follow up with the responsible department.

Escalation of Outstanding Matters

• Escalate unresolved, recurring, urgent, sensitive, or high-impact concerns to the Village Manager.
• Immediately elevate matters involving security, safety, legal exposure, reputational risk, significant resident disputes, or potential Board-level concerns.
• Recommend appropriate intervention when matters remain unresolved beyond established service standards.

Resident Database Management

• Facilitate the proper turnover and consolidation of resident contact information currently maintained by the Admin Officer and other personnel.
• Maintain an updated and secure database.
• Coordinate periodic verification and updating of records.

Transition and Institutional Knowledge

• Coordinate closely with the Admin Officer prior to retirement to ensure an orderly turnover.
• Document significant operational and community information that may otherwise be dependent on personal knowledge.
• The turnover should include, where applicable: Resident contacts; Historical correspondence; Long-standing resident concerns; Community practices; Key external contacts; Regular community activities; Established communication protocols; Pending matters requiring follow-up; and Other relevant institutional information.
• Prepare a formal turnover checklist and completion report for the Village Manager.

Resident Communications

• Assist Management in preparing and disseminating: Circulars; Advisories; Reminders; Invitations; Announcements; Emergency notices; Community updates; and Other official resident communications.
• Ensure communications are distributed through the appropriate channels and to updated resident contact information.
• Maintain records of significant communications and correspondence.

Interdepartmental Coordination

• Coordinate resident concerns with the appropriate department.

Community Engagement

• Handle invitations, attendance confirmation, resident coordination, and feedback when applicable.

Complaint and Feedback Analysis

• Identify frequently recurring concerns and complaints.
• Prepare summaries identifying trends, service gaps, operational issues, and opportunities for improvement.
• Recommend improvements to policies, communication procedures, or resident services based on documented feedback.

Management Reporting

• Submit periodic reports to the Village Manager

Service Standards

• Assist Management in establishing target response and resolution times for different types of resident concerns.
• Monitor compliance with established response standards.
• Immediately advise Management when delays are expected and ensure that residents receive appropriate status updates.

Data Privacy and Confidentiality

• Maintain strict confidentiality of resident information, complaints, correspondence, household information, and other records entrusted.
• Ensure that resident information is used only for legitimate purposes and made available only to authorized personnel.
• Maintain secure physical and electronic records in accordance with applicable policies.

Other Responsibilities

• Perform other community relations, resident service, communications, and coordination functions that may be assigned by the Village Manager or the Board of Governors.