Resident Services Coordinator

GENERAL SUMMARY:

An integral part of the agency, the Resident Services Coordinator (RSC) provides a variety of services to assist seniors, disabled adults, and families to remain independent in a community housing through the Concord Housing Authority. Working independently, the RSC is the central person onsite to maintain an environment that helps residents be active and engaged and gives them access to a wide range of support services such as personal care, homemaking, meals, health benefits counseling, etc. This is accomplished by coordinating the delivery of care to residents by conducting meetings with residents, assessing needs, developing service plans, revising the service plans as needed, and updating records in a timely manner to ensure a clear picture of the status of the residents served.

The RSC will work closely in partnership with the Concord Housing Authority staff, home care providers, case managers, the Concord Human Services and other municipal departments, and many other community groups to continue this successful model of care for tenants. As a member of the Minuteman Senior Services' Client Services team, the RSC has a solid understanding of the regulations guiding this role while using discretion and independent judgement. The RSC also maintains information related to each case in the electronic health record in accordance with the Executive Office of Elder Affairs (EOEA) requirements and program documentation standards as identified by the Concord Housing Authority.

This is a Full time 35 hours a week position.

ESSENTIAL FUNCTIONS:

Under the general supervision and guidance from the Care Manager Supervisor, the RSC performs the following essential functions:

• Creates an environment that helps residents be active and engaged and gives them access to a wide range of resources and support services so they can remain independent as they age.
• Maintains regular office hours onsite each week to meet with residents or their families each week at Peter Bulkeley Terrace. Additional onsite presence may be conducted at individual residences.
• Works closely with the Housing Authority staff, and others to determine what activities and programs are desired and how they will be offered to assure maximum success. Assist with the development of the monthly newsletter for Concord Housing Authority.
• Serves as primary onsite care coordinator for all services and program providers including Minuteman Senior Services Care Manager. Share community resource and service information with both MSS consumer residents and others. Liaison with all Minuteman departments and programs on behalf of Everett Gardens and Peter Bulkeley Terrace tenants. Assist with necessary application assistance, including but not limited to, required housing documents, food assistance programs, MassHealth applications, etc. with individual residents.
• Serves as primary liaison with all vendor agencies entering the building particularly the homemaker/ personal care provider to ensure coverage and adherence to quality standards.
• Coordinates activities with Concord Housing Authority staff, including special celebrations, educational offerings, and healthy aging programs.
• Works closely in partnership with the Council on Aging and many other community groups to bring services and programs to the Concord Housing Authority sites and encourage residents to participate in community activities.
• Completes required reports to Concord Housing Authority.
• This position also requires coverage of some additional community consumers in a role as Care Manager.

COMPETENCIES NEEDED:

Accountability : Demonstrates and communicates a high level of responsibility for and commitment to achieving results.

Customer Service Orientation: Learns internal/external customer/consumer needs and how best to meet them. Responds to requests in a timely and thorough manner; does what is necessary to ensure consumer satisfaction; prioritizes consumer needs.

Communication Skills: Listens, speaks, and writes clearly and concisely; ensures all involved are kept informed about developments and plans; shares ideas and information with others who might find them useful; keeps supervisor informed about progress and problems.

Critical Thinking and Problem Solving: Recognizes and accurately evaluates the signs of a problem and utilizes available resources to resolve; analyzes current procedures for possible improvements; notifies supervisor of problems in a timely manner.

Teamwork and Cooperation: Demonstrates willingness to work with others toward a common goal as opposed to working in competition with others.

Time Management: Organizes and schedules people and tasks demonstrating the ability to balance requisite number of home visits per month with maintenance of notes; regularly produces accurate, thorough, professional work.

WORK ENVIRONMENT:

This role is a hybrid position, with onsite presence at the Concord Housing Authority, Minuteman Senior Services' office, and in the field regularly required with opportunity to work from home. This role regularly requires the use of a computer, telephone and other standard office equipment. The employee is frequently required to stand, walk around the housing complex, get in and out of an automobile, as well as walk up and down stairs to enter and exit consumer residences.

PHI and PII:

• This role has access to Protected Health Information (PHI) and therefore the employee must adhere to Minuteman's confidentiality policy and HIPAA regulations.
• This role has access to Personal Identifiable Information (PII) and therefore the employee must adhere to Minuteman's confidentiality policy and MA Executive Order 504.

REQUIRED EDUCATION and EXPERIENCE:

• A bachelor's degree or related work experience required
• Experience utilizing MS Office including Word and Outlook for email and calendaring.
• Experience utilizing a database such as ASAP database experience helpful.
• Experience working with the elderly or individuals with disabilities is preferred.
• A reliable car is required, as well as a valid driver's license and car insurance.