The Lead Service Coordinator position has a multifaceted role of providing on-site service coordination at an assigned property and case management through CalAIM Tenancy Sustaining Services and Housing Deposit support to eligible residents, based on identified needs and consent, with the goal of maintaining safe and stable tenancy. Lead Service Coordinators achieve this by assisting residents with addressing barriers related to tenancy, providing timely education and coaching around lease enforcement and collaborating effectively with the property management team to advocate for their needs. Lead Service Coordinators are responsible for referring eligible residents to various Community Supports and ECM providers within the CalAIM network of providers and maintaining various benefits that the resident is eligible for, and for timely documentation of services in the Homeless Management Information System (HMIS) and other documentation systems essential for meeting the invoicing requirements of the CalAIM contract. Lead Service Coordinators may provide time-limited case management services to individuals who are ineligible for Tenancy Sustaining Services or other local case management services, on an as needed basis.
The Resident Services department provides individualized services and community programs that build skills, create connections, and bring opportunities that address inequity to make meaningful impact on the lives of SAHA’s residents and the surrounding community. An initiator and collaborator, the Lead Service Coordinator builds and maintains ongoing positive and supportive working relationships with residents, colleagues, community organizations and volunteers to fulfill SAHA’s mission.
About SAHA: Satellite Affordable Housing Associates (SAHA) is a nonprofit housing development organization with over 50 years of experience throughout the Bay Area for low-income families, seniors, and people with special needs including those experiencing homelessness. SAHA begins from the idea that every person deserves a home; our work is inspired by our commitment to create a more just society that promotes the health, security, and personal development of all people regardless of their financial means.
Location: This position will work at a senior community in Berkeley, CA: Lawrence Moore
Benefits/Perks: SAHA is proud to offer our employees a comprehensive benefits package, including medical benefits, dental and vision coverage, 401(k) retirement plans, healthcare flexible spending account (FSA), family planning assistance, mental health support, life insurance, long-term disability (LTD) insurance, supplemental life insurance, identity theft and legal services, commuter benefits, time off accrual, and paid holidays.
Primary Duties and Responsibilities include but are not limited to the following:
Individual Services (Service Coordination)
-
Creates a welcoming environment for all residents and promotes available services and programs through a variety of methods and marketing strategies.
-
Conducts on-going assessments to support residents to meet their needs and goal attainment.
-
Provides on-going information and resources, referral services, system navigation to meet residents where they are at, identify needs, and secure the full range of social services and supports to all residents within assigned property/properties.
-
Effectively addresses residents’ behavioral, financial health and social concerns to address housing instability, and uses evidence based strategies during intervention of critical incidents and lease violations.
-
Provides crisis intervention and de-escalation, coordinates access to appropriate levels of care/ services, and implements mandated reporting policies.
-
Maintains accurate and timely documentation to meet annual and quarterly program and compliance; documents all resident demographics, issues, requests, statistics, incidents, program attendance, interactions and outcomes through online services software.
- Develops constructive and collaborative relationships with residents and their circle of support, community agencies, volunteers, property team and company staff.
-
Coordinates transportation services for residents at sites where SAHA’s transportation is available.
Other duties as assigned.
-
Community Building & Services (Service Coordination)
-
Works in conjunction with peers and leadership to assess resident and neighborhood needs, and determine the feasibility of proposed programs and initiatives.
-
Coordinates and collaborates with SAHA volunteers, outside agencies and organizations to bring educational and community building opportunities and services.
-
Coordinates and drives resident engagement in programs and initiatives, such as advocacy efforts, community gardening, and the digital equity program.
-
Engages in collaborations and partnerships to advocate for affordable housing and lift up neighborhood concerns and community priorities.
Implement a consistent calendar of programs, events, and workshops aligned with resident interests to build community, enhance life skills, increase access to resources, and meet regulatory commitments, including coordinating SAHA bus services at available sites.
-
Housing Tenancy Sustaining Services (Case Management)
-
Establishes and maintains an average caseload of 12-13 residents.
-
Provides early identification and intervention for behaviors that may jeopardize housing, such as late rental payment, hoarding, substance use, and other lease violations.
-
Educates and trains residents on the roles, rights, and responsibilities of the tenant and landlord.
-
Coaches residents on developing and maintaining key relationships with landlords/property managers with a goal of fostering successful tenancy.
-
Coordinates with Property Manager to address identified issues that could impact housing stability.
-
Assists in resolving disputes with Property Management and/or neighbors to reduce risk of eviction or other adverse action including developing a repayment plan or identifying funding in situations in which the resident owes back rent or payment for damage to the unit.
-
Advocates and links residents with community resources to prevent eviction when housing is or may potentially become jeopardized.
-
Assists with benefits enrollment and navigation, including assistance with obtaining identification and documentation for SSI eligibility and supporting the SSI application process.
-
Assists with the annual housing recertification process, ensuring that the resident complies with the timely gathering and submitting of paperwork, and making them aware of appointments and expectations.
-
Coordinates with the resident to review, update, and modify their housing support and crisis plan on a regular basis to reflect current needs and address existing or recurring housing retention barriers.
-
Provides ongoing support with activities related to household management.
-
Participates in health and safety visits, including unit habitability inspections with Property Management.
-
Educates residents on independent living and life skills, including assistance with and training on budgeting, including financial literacy and connection to community resources.
Collaborates with Housing transition providers to ensure seamless transition and move in of a new resident or household.
-
Housing Deposits (Case Management)
Assistance with identifying, coordinating, securing, or funding one-time services and modifications necessary to enable a person to establish a basic household that do not constitute room and board, in accordance with CalAIM policies.
Additional Responsibilities
-
Works collaboratively with Property Management and County staff, referral partners and providers.
-
Keeps immediate supervisor apprised of all serious resident issues and advocates for the best possible solution for maintaining tenancy of the resident.
-
Follows all protocols as outlined in internal SAHA trainings, trainings administered by the Office of Housing and Homelessness Services, HMIS, AC Housing Services Provider Manual, and/or the County training portals.
-
Completes all necessary authorizations and enrollment paperwork required to maintain the CalAIM services for the enrolled residents.
-
Maintains strict documentation of all interactions with the residents in the HMIS systems and informs supervisor of any unplanned delays in documentation.
-
Provides input into the development and improvement of SAHA’s CalAIM program.
-
Provides temporary coverage on-site at properties with CalAIM programs and/or higher service needs.
-
Work with Case Management team to review and assess incoming referrals within SAHA’s portfolio.
-
Conduct assessments and develop service plans with participants, modifying the service plan over time as needed.
-
Maintain weekly contact with participants on caseload, providing warm referrals, direct support and crisis intervention, as needed, to help meet their identified goals.
-
Other duties as assigned.
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Reasonable accommodations may be made to enable individuals with special needs to perform the essential functions.
Education and/or Experience
-
Minimum 2-3 years’ experience serving the needs of diverse clients with mental health, chronic disease, aging and disability-related needs. A Bachelor’s degree in Social Work, Psychology, or related field may be substituted.
-
Minimum 2 years’ experience working directly with people with a history of homelessness.
-
Experience using and administering multiple assessment tools.
-
Experience with referral and application processes, navigating various systems for resources and supportive services to assist individuals with diverse needs, especially underserved and marginalized populations.
Experience in affordable housing or knowledge of Fair Housing law is a plus.
-
Abilities and Attributes- Our ideal candidate will have:
-
Good judgement and common sense when making decisions,
-
High level reading comprehension. Must follow SAHA and applicable CalAIM policies and procedures,
- Professional boundaries, exercising objectivity and confidentiality, while building trusting relationships with residents and staff,
-
Proactive, innovative and a solution-oriented approach to solve complex problems,
-
Excellent customer service – meaning they are approachable, provide a positive and empathetic presence,
-
Clear and effective written and verbal communication,
-
Accountability and provides timely follow-through,
-
Crisis intervention and de-escalation skills, and applies trauma informed care practices,
-
Understanding of structural and systemic issues that create social and economic inequities based on race, gender, class, etc,
-
Intermediate level computer skills, particularly with the following programs: Microsoft Outlook- email and calendar, Word, Excel, Publisher, Zoom, HMIS, file sharing and the ability to navigate the internet easily,
-
Comfort with public speaking at large building activities and meetings,
-
Experience and ability to work positively within a multi‐cultural team and residential environment,
-
Effective communication with various levels of staff, including department leadership and stakeholders,
-
Professional commitment to learning, cultural competency, resident advocacy and empowerment,
-
Initiative to work independently and be proactive in fulfilling responsibilities and problem solving,
-
Good time management, and be able to manage multiple tasks and responsibilities with an ability to adjust to change in a fast-paced environment, and
Basic budget management skills.
-
Supervisory Responsibilities
-
Supervise on-site volunteers while they volunteer at the building.
Physical Demands
Demands include but are not limited to simple grasping and fine manipulation, sitting at a desk while using a computer, use of a telephone for an extended period of time; Intermittently twisting to reach objects near the desk, standing, walking, bending reaching, using a computer, and occasionally lifting or moving objects that may weigh up to 35 pounds.
Work Environment
This job is primarily conducted in an office environment where noise and temperature variations are minimal and casual business attire is required. Some positions require occasional driving whereby exposure to fumes, dust, and other environmental elements may occur in rare circumstances.
