Work Order Coordinator at Norfolk Redevelopment And Housing Authority – NORFOLK, Virginia

Position: Work Order Coordinator

NRHA’s Vision and Mission

At the Norfolk Redevelopment and Housing Authority (NRHA), we’re proud to be the largest housing and redevelopment authority in Virginia and a leader in real estate development and property management across the country. Since 1940, we’ve been working to revitalize and improve neighborhoods in Norfolk.

We also acknowledge that public housing has a complicated history, tied to issues of social injustice and racial inequality. While we haven’t always gotten it right, we’re committed to making positive change by offering quality housing options that support diverse, mixed-income communities. Our vision is to provide quality housing choices in neighborhoods where people want to live. Our mission is to provide quality housing opportunities that create sustainable, mixed-income communities.

Position Summary

A Work Order Coordinator oversees the entire lifecycle of maintenance, repair, or service requests, from initiation to completion. Key responsibilities include creating, prioritizing, and scheduling jobs; assigning tasks based on technician availability and skill; managing resources; and ensuring compliance with safety standards. They optimize operational efficiency by tracking progress, reducing downtime, and maintaining detailed records for reporting. Meeting and scheduling work to contractors that outside the ability of in-house staff.

Essential Functions

Job Creation & Planning: Converting service requests into detailed, actionable work orders, including identifying necessary tools, materials, and steps.

Scheduling & Dispatching: Assigning tasks to technicians based on location, skillset, and availability.

Monitoring & Control: Tracking the progress of work, updating statuses, and managing revisions or approvals.

Planning and Scheduling: Develop daily/weekly schedules for maintenance staff, prioritizing tasks based on urgency and importance.

Vendor Liaison: Coordinate with external contractors, including arranging service visits and ensuring work meets quality standards.

Communication: Acting as the liaison between customers, technicians, and dispatch to manage expectations and resolve issues.

Record Keeping & Reporting: Maintaining accurate, detailed records of labor, materials, and maintenance for compliance and analysis.

Performance Optimization: Analyzing data to improve efficiency, reduce costs, and ensure timely completion of tasks.

Data Integrity & Reporting: Maintain accurate records in the CMMS, run reports on KPIs (key performance indicators), and analyze maintenance backlogs.

Performance Standards

On-Time Completion: Achieve a 95% on-time completion rate for all maintenance work orders.

Response Time: Respond to emergency work orders within 15 minutes and non-emergency requests within 24 hours.

Backlog Reduction: Reduce the maintenance work order backlog by 10% each quarter.

Schedule Adherence: Ensure 90% of preventative maintenance tasks are completed according to the scheduled dates.

Data Accuracy: Maintain 100% accuracy in recording labor hours, parts used, and task descriptions in the YARDI Computerized Maintenance Management System (CMMS).

Documentation: Ensure all completed work orders have detailed notes, including root cause analysis for equipment failures.

Minimum Qualifications

Experience: 2–5 years in a maintenance, logistics, or facility management role.

Technical Knowledge: Familiarity with mechanical/electrical systems and general trades work.

Software Proficiency: Experience with CMMS software (Yardi) and Microsoft Office Suite (especially Excel).

Communication: Excellent verbal and written skills for communicating with technicians, management, and vendors.

Organizational Skills: Strong ability to multitask, prioritize tasks, and work independently in a fast-paced environment.

Preferred Qualifications

5+ years of experience in maintenance supervision, facility management, or logistics

Special Requirements

Must possess a valid driver’s license.

Subject to a background check and reference verification prior to hire.

Must maintain confidentiality and adhere to NRHA’s code of conduct and ethics policies.

Knowledge, Skills, and Abilities

Software Proficiency: Experience with Computerized Maintenance Management Systems (CMMS) (YARDI) or Field Service Management (FSM) applications.

Understanding of OSHA, building codes, and safety regulations.

strong leadership skills to coordinate maintenance tasks, manage vendor relationships, and ensure safety compliance. Key abilities include data analysis for preventive maintenance, troubleshooting, and clear

Ability to plan long-term maintenance strategies (predictive/preventive) rather than just reactive repairs.

Ability to learn and navigate new technology, such as smart building systems or automated tools.

Ability to make data-driven decisions on whether to repair or replace assets.

Physical Requirements

Frequently moving equipment, tools, or materials weighing 20–50 lbs.

Ability to climb ladders, stairs, and scaffolding; work on rooftops or at heights (sometimes over 10–80 feet).

Regular crouching, kneeling, crawling, bending, and stooping in confined or tight spaces.

Frequent walking, standing for long periods, and navigating large facilities or job sites.

Handling power tools, using hand tools, and performing repairs.

Clear speaking and hearing to communicate, and vision abilities for inspecting work, reading plans, and ensuring

Working in varying weather conditions (if outdoor work is required).

Exposure to noise, dust, or potential hazards.

Drug Free Workplace: NRHA maintains a drug free workplace.

VRS Contribution: All full-time employees are required to contribute 5% of annual salary toward their retirement account; in accordance with VRS retirement provisions. This will be handled through a pre-tax payroll deduction.

The Norfolk Redevelopment and Housing Authority is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state, or local law. We value diversity and encourage individuals from all backgrounds to apply.