Meet Machelle – Day in the Life of WINGS Tenant Relations Manager

In talking with Machelle, WINGS Tenant Relations Manager, you might never guess that she has only been in the role for a little over a year. Machelle shares what a day in her role can look like: move-ins, move-outs, and working with WINGS many departments to help survivors take their next big step towards stability and freedom from abuse.

How I Got Here

Machelle, WINGS Tenant Relations Manager.

Machelle first learned about WINGS through WINGS Resale Stores.

“I’m always cleaning out spaces and donating stuff. I have a couple of families in my life that I like to help through the holidays and in other ways. Resale stores help me do that,” Machelle shares.

When Machelle first moved to the northwest suburbs, she dropped in at WINGS Resale Schaumburg. Machelle recalls, “I had never heard of WINGS before and didn’t realize it was any bigger than Resale Stores. I didn’t know what they supported.”

Machelle started taking a lot of donations to the WINGS Resale Schaumburg Store and shopping there as well.

One day, when she was dropping off donations, WINGS Resale Schaumburg store Manager Charlie came out and greeted her.

“The next time I came in we started talking more. Over time, I learned more about what WINGS was about. It was Charlie who brought the Tenant Relations Manager position to my attention when WINGS was hiring,” Machelle shares.

What is a Tenants Relation Manager?

“I think of my title as a fancy word for landlord. Clients that meet the Transitional Housing program criteria are identified and get introduced to me. I oversee their move, assist if they have an apartment-related issues, provide unit inspections for hazards, and assist with their move out,” Machelle explains.

Move-Ins

Preparation

For move-ins, Machelle initially identifies one of WINGS open apartments that meets the survivor’s needs.

“I’ll reach out to the client and congratulate them on their upcoming move. We will discuss the location/town the unit is in, how many bedrooms, and what their needs are in terms of beds. We always ensure that each household moving in has beds for everyone that is staying there. Some survivors need more than one bed, toddler mattresses, or cribs.”

Machelle then works with WINGS Operations Department to order the new beds. This team delivers the beds and ensures they are set up properly.

In the meantime, Machelle works with the survivor on what to expect when they move in. She will share any responsibilities they might have related to their housing agreement, including how they can pay for their portion of the rent.

Once beds have been delivered, Machelle sets up an appointment with the client to meet at the survivor’s new apartment and hand them over the keys.

Move-In Day

“One of the most exciting parts of my whole job is handing over the keys to someone who hasn’t had that on their own before. They might have been moving in from their car, a friend’s sofa, one of our Safe Houses – it all varies. It’s a powerful moment,” Machelle shares.

She continues, “The biggest response I get from move-ins – 9 out of 10 people will say, ‘Wow! This is nicer than I thought it would be.’ and that always makes me feel good. As a landlord, I’m responsible to make sure it is a clean, livable, warm and inviting space. I take great care to make sure that everything is in working order. It is intended to be a safe place while they are in the program.

We really receive a lot of gratitude from our clients. It’s a proud moment because you are exceeding the client’s expectations.”

At the move in appointment, Machelle sets up an appointment for the survivor to shop at one of WINGS Resale Stores for home goods and furniture. “I reach out directly to WINGS Resale Store Managers to make sure the stores will be fully stocked when the clients are going to shop,” Machelle says. Each household moving into a Transitional Housing unit is provided with a one-time free delivery.

“Many people come to us with just a garbage bag full of clothing. Within 24-48 hours of their Resale appointment, their selected items are delivered. The clients then has a furnished apartment and can set it up to feel like a home,” Machelle explains.

On-Call

Machelle has an on-call phone for afterhours maintenance or apartment related-emergencies.

“Every day is different because you never know what might happen. Clients may call because they have locked themselves out of their apartment. Other times it is a maintenance issue. In those instances, I determine what level of emergency it is and then who is going to address it depending on if it is a unit WINGS owns or if it is owned by a third party,” Machelle says.

“When I first started, I would get after hours calls all the time. I’ve since done a couple of things that cut down on these calls.” Machelle accomplished this through the following ways:

• First, she sets expectations of what constitutes an emergency when they move in. Examples of emergencies include: a burst pipe, a fallen tree, or the client is locked out.
• The second way she has cut down on emergency after hours calls is by having regular unit inspections. During these visits, Machelle looks for safety issues, maintenance issues, and overall sanitation. Since these apartments are in buildings with several units, it is so important to keep the units clean to prevent attracting pests and insects. In these visits, Machelle can identify potential safety and maintenance issues before they escalate to an emergency.

“I’ve found being proactive, detail-oriented and clear on set boundaries are the keys to being effective in this role,” Machelle says.

New Leases

Machelle also works on securing new apartment leases within the northwest suburbs of Chicago.

“I will go out into the community and find apartment complexes that work with corporate leases. It requires phone calls and touring apartments. I ask myself if I would I live here, and if the answer is no, I say ‘thank you’ and leave. I consider the upkeep of the property as a whole…Has the inside has been well-maintained and does it appear that issues were addressed the correct way.” Machelle explains.

Machelle builds relationships with apartment managers, explaining, “I think it is important to stop in every other month and visit with the apartment managers. Building mutual respect is so important.”

Move Outs

Machelle oversees move outs when clients are graduating from WINGS Transitional Housing program. “I do a final walk through, inspect the apartment for damages, and collect the keys,” Machelle says.

“It can be a very exciting time. It can also be a little bit emotional. A lot of clients will say, ‘Thank you. WINGS has supported me so well.’ For many people it is bittersweet. This space represents healing and growth, but sometimes people will have a little bit of fear because they are now going on their own,” Machelle continues.

Team Effort for Survivors

Machelle says, “I’ll work with WINGS Resale during the move in process. I keep the WINGS Operation department in the loop with when move-ins could happen and on obtaining beds for the clients.”

She continues, “I also work heavily with a clients’ Family Advocates and Children’s Advocates. The client and I start to develop a natural bond that seems to happen at move in; and many times, clients will see me as the contact for everything. However, my role is limited to completing inspections or maintenance issues. I work closely with the survivors’ Family Advocates and Children’s Advocates to alert them of needs the clients may bring up.”

“I work with WINGS Administrative Department to order gift cards for clients, ensure WINGS Chief Financial Officer signs new leases or renewals, and WINGS accounting department to set up utilities for new units so our bills get paid,” Machelle explains.

What I Enjoy

While Machelle wishes that the need for WINGS Housing Programs was not as great as it is, she shares what encourages her about her role.

“I really enjoy the people I work with and the clients we help. I feel a lot of joy seeing the positive progress and change our clients make. For me, knowing I’m a small part in a big solution for someone makes all the challenges worthwhile.”

When Machelle is not working, she enjoys motorcycle riding, traveling, and spending time with her dogs Strawberry Valentine and Shane Bon Jovi.

Does working with survivors appeal to you?

Check out WINGS open career positions, including an opening for a Tenant Relations Manager position in Chicago.