Resident Service Coordinator

SUMMARY

The Resident Services Coordinator (SC) works to empower residents to be as self-sufficient as possible.  The SC will provide information and referrals that focuses on housing success, crisis intervention, employment, education, and health and safety. The SC maintains a mutually respectful collaborative relationship with Property Management and works proactively to decrease the number of notices that result in evictions.  The SC employs proper Landlord/Tenant and Fair Housing Law Practices and Policies.

ESSENTIAL JOB FUNCTIONS include the following. 

• Provides general service management including intake, education (services available and application procedures) and referral of residents to service providers in the general community. These social services may include

• Counseling 
• Financial assistance
• Home health aides
• homemakers          

• meals-on wheels
• other needed services
• preventive health screening
• transportation

• Develop a Resource Directory that includes a listing of state and/or local service providers that residents can contact for assistance. Examples include services to families, children, individuals who are elderly, persons with disabilities, and emergency assistance. Frequently, state and local governments can also provide a listing of non-profit agencies they contract for services.
• Sponsor educational events that can include subjects relating to health care, agency support, life skills, referral sources, and others.
• Facilitate the formation of resident associations within the property if the residents are interested. The formation of these groups assists the residents in planning social events, organizing activities, and discussing daily life issues.
• Monitor the ongoing provision of services from community agencies and keep the case management plan current with the progress of the individual. Manage the provision of supportive services where appropriate.

• Serve as a liaison to community agencies, network with community providers, and seek out new services available to the residents.
• Assist the residents in building informal support networks with other residents, family, and friends.

• Other duties may be assigned

Investigator

SCs conduct research daily. For example, they perform the following tasks:

• Analyze the types, frequency, and other characteristics of services that residents use, need, and want
• Study available community services and the eligibility requirements of each service
• Research residents’ involvement and satisfaction with educational and social programs, residents’ interest in latest programs, and barriers to greater participation
• Assess resident and community resources and capacities
• Observe residents to identify needs
• Other duties may be assigned

Educator

SCs inform residents about service availability, how to apply for services and benefits, consumer rights, and other relevant issues. They inform staff members about the coordinator’s role and about issues related to aging. This information can help other staff members to better perform their job tasks, know how and when to use the coordinator, and promote acceptance of the coordinator. (Effective coordinators also learn from residents and other staff.)  In addition, coordinators handle the following responsibilities:

• Organize programs on topics of interest to residents
• Distribute consumer materials often available free from organizations such as state and area agencies on aging, the American Association of Retired Persons, the National Council on the Aging, senior centers, councils on aging, legal services offices, or the services or programs themselves, such as Medicare and Medicaid.
• Help property managers and residents recognize and solve safety or accessibility problems
• Connect residents with educational and recreational programs through the city or town, senior centers, Elderhostel, and other sources
• Work with libraries to facilitate services for residents
• Arrange or conduct resident leadership training sessions in areas such as how to run a meeting or how to write bylaws
• Other duties may be assigned

Community Builder

Effective SCs recognize that social environment and a sense of community are significant influences of individual health and well-being. SCs perform the following tasks:

• Assist residents in forming or strengthening resident organizations
• Help resident groups with activities and community issues
• Help residents build informal support networks with other residents, family, and friends
• Other duties may be assigned

Advocate/Liaison

SCs may act as liaisons with property manager or community agencies only if resident approaches the SC and requests assistance. SCs often act as advocates on behalf of residents in groups, one-to-one, formally, or informally. Whenever possible, SCs should work with the social services director and property manager to resolve issues together (without releasing confidential information). SCs may do the following:

• Advocate for additional and/or more appropriate supportive services
• Plead residents’ causes with property management and seek solutions with property management
• Educate service providers about residents’ needs and lack or resources, and encourage providers to take advantage of economies of scale ( serving more people for the same amount of money)
• Teach residents to advocate for themselves
• Other duties may be assigned

Service Facilitator

SCs connect residents with community and supportive by performing the following:

• Establish links to community agencies and service providers
• Develop resource directories
• Provide basic case management and referral services
• Monitor the ongoing provision of services from outside agencies
• Other duties may be assigned

Additional Tasks

Additional tasks that SCs perform include:

• Fulfill the educational requirement as outlined by HUD or applicable program.
• Inform residents about and help them obtain services for which they are eligible.
• Help residents:
  • interpret mail

• • fill out forms

• • arrange utility, phone, medical, and other payment schedules

• • address errors or misunderstandings related to Social Security earnings, insurance billing, or death or survivors’ benefits

• • make funeral arrangements for a loved one
  • connect with hospice and bereavement counseling or supportive services
  • solve other “bureaucratic” problems
• Implement onsite or mobile health services and screenings.
• Arrange for senior companions or volunteers or help to obtain employment.
• Help residents obtain equipment and devices such as:
  • • • Walkers
      • Wheelchairs
      • Talking books
      • Large-print telephones and other visual aids
      • Grab bars
      • Hearing aids
      • Devices that compensate for impaired hearing
      • Lever door handles
      • Self-cleaning ovens
      • Service or helper pets
      • Emergency response systems
• Distribute emergency forms and help residents complete the forms with vital statistics information.
• Promote resident participation in local senior centers.
• Get residents involved in HUD’s Neighborhood Network Program, Senior Net, or other computer-oriented programs aimed at reducing isolation and increasing independence.
• Help residents work with health care providers to establish medication schedules and reminder services.
• Organize other reminder systems.
• Negotiate quantity discounts.
• Locate lower-cost providers.
• Find services that can be delivered to residents or that offer transportation.
• Other duties may be assigned

SUPERVISORY RESPONSIBILITIES

• A job is not supervisory in nature. However, it may require supervising volunteers.

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Works with seniors, multi-family, and/or disabled residents. May be required to deal with difficult people; expected to handle residents or visitors with calmness, diplomacy, and good social skills.

Works closely with property manager to resolve resident issues together (without releasing confidential information).  

PHYSICAL DEMANDS

The physical demands are representative of those that must be met by an employee in an office setting to successfully perform the essential functions of this job: talking, hearing, walking, sitting, standing, stooping, kneeling, or crouching, reaching, handling; carrying and lifting objects of up to 50 pounds, using office and computer equipment (visual contact and keyboard manipulation) as well as the telephone system. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regular, predictable attendance is an imperative job function. Must also be available for required evening and/or weekend meetings and on-call status.

MINIMUM QUALIFICATIONS

• A bachelor’s degree in social work or a related field is preferred.
• Minimum three years’ experience in social service delivery with elderly and/or family populations.
• Excellent human service planning skills and ability to engage a broad spectrum of community members in planning efforts.
• Strong background in working with lowincome individuals.
• Experience in working with individuals with addiction, mental, physical, and developmental disabilities.
• Knowledge of sexual and domestic violence.
• Group facilitation, conflict resolution and mediation skill is preferred.
• Good working knowledge of Microsoft Suite (Outlook, Word, Excel, Publisher) computer programs and volunteer management techniques.  
• Possess strong verbal, written and interpersonal communication skills. 
• Good organization skills.  
• Sensitivity and ability to relate to people from diverse lifestyles and cultures.
• Bilingual in Spanish may be required depending on resident demographic needs.
• Vehicle, driver’s License, and insurance is required.

SUCCESS FACTORS

• Communicates in a professional and friendly manner when interacting with tenants, coworkers, managers, vendors, community members, and others to build and maintain positive relationships.
• Keeps tenant case files organized to ensure tenants receive the correct services.
• Double-checks data to ensure accuracy.
• Collaborates well with coworkers to meet a common goal.
• Sensitivity to diverse cultures.