This is professional work assisting residents of the broader public housing community, with all services consistent with supporting efforts to enhance a resident’s quality of life and build healthy communities through active participation and collaboration of onsite management, neighborhood agencies and residents. The Resident Service Coordinator’s (RSC) mission is to enable residents to live as independently and self-sufficiently as possible while maintaining their dignity and autonomy by informing them of available resources, assisting them in obtaining the services they choose to use and advocating for the resident when necessary. The RSC is committed to working with people in a way that is nonjudgmental, non-intrusive, and confidential and that promotes resident empowerment, autonomy and dignity. The RSC promotes safe living environments and encourages the growth of community to better meet the needs of individual residents in housing communities.
The RSC is responsible for the delivery of assessment services that focuses on what the RSC can objectively see, what third parties have reported and what the resident reports. Through information gained from the assessment, the RSC will engage in intensive case management, providing information and referral to services and resources that may help and assist with linking Public Housing residents inclusive of youth and adults with the services they want. Of primary focus will be the creation of a collaborative plan for resident/family of realistic timeframes for the development of economic and personal self-sufficiency skills and abilities. This may include job skills development and training programs, professional development workshops and continued education and wrap around services for each resident and their family. A key service function for adult residents is the referral to internal/external programming for the development, implementation and coordination of gainful employment searches and teaching of appropriate workplace behaviors, skills and how to retain employment. Youth residents may be referred to internal/external educational, recreational, social and leadership building activities.
This position will serve as a valuable resource and important member of the management team. The RSC will link residents to existing services and resources in the community, assists residents to build informal support networks among themselves, encourage residents to be proactive in meeting their social, psychological and physical needs, provide conflict resolution assistance as appropriate and seek out assistance with existing community resources when needed. RSC’s will increase the ability of residents to uphold their lease obligations such as paying rent on time, taking proper care of their units and ensuring the quiet enjoyment of the property for all residents and surrounding neighbors. They will assist management in addressing the needs and difficulties of residents that can jeopardize tenancy. This position will work with Property Management, RRHA Resident Service staff, Real Estate and Community Development and other internal RRHA staff and community agencies to assist residents. The RSC will promote effective partnerships among housing providers, property managers and service providers to improve the property’s financial viability/stability, benefitting current and future residents and ultimately the community at large. An employee in this class keeps detailed correspondence and intensive case management records to ensure effective delivery of services. This position reports to the Resident Services Program Manager.
Essential Duties and Responsibilities
The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed.
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Follows established professional standards of practice and code of ethics, to include HUD and the American Association of Service Coordinator’s RSC procedures.
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Welcomes new residents within two weeks of move-in and explains the RSC program as well as appropriate and available community resources, programs and services. During meeting, RSC should present a folder of information that includes the materials in the Resident Information Welcome Package provided in Attachment A.
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Conducts intake/assessment and develops individual and family development, education, employment and training plans and goals. Identifies need for assistance; educates on available resources; links and connects residents with appropriate programs and services as requested.
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Ensures resident involvement in the decision-making process and in the planning and development of services and activities.
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Maintains contact and provides intensive case management services to residents throughout the personal development cycle.
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Keeps immediate supervisor apprised of any encountered resident issues or barriers to the completion of the development cycle.
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Prepares monthly community newsletter and/or calendar
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Completes annual resident service survey to identify program and service needs/interests.
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Develops linkages with community health, welfare, educational and transitional service organizations and programs. Keeps current regarding available community resources, federal, state and local programs and fulfills required education and training requirements.
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Refers residents to services and assist with completing applications and providing assistance with: o Medicare, Medicaid o Understanding insurance statements and medical bills o Food stamps, commodity foods, WIC o Home care, housekeeping services o Parenting resources o Career counseling and job search assistance o Credit counseling and money management o Rental Assistance
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Attends area human service provider meetings several times a year and gets on their mailing list for agendas, minutes and information
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Develops a resource database. The RSC will have on file where residents can get food stamps, home health services, mental health services, food banks, Medicaid, meals, transportation, domestic violence services, substance abuse services, career development services, credit counseling, parenting resources, etc.
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Creates a file for each agency listing the services they offer to include telephone numbers, contact people, details about eligibility, restrictions on services, benefits and office hours
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Works with the management team to identify residents who need assistance; supports resident retention; promote educational and wellness activities for residents; provides a safe community; foster and build sense of community.
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Assists management with housekeeping inspections and provide counseling and housekeeping classes for residents with housekeeping issues within their community.
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Assists management in handling tenant disputes, provide conflict resolution and/or mediation services.
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Works with residents identified by management as needing to perform community service to inform them of volunteer opportunities and track compliance.
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Recruit and maintain a database of resident and community volunteers from established volunteer programs to assist individual residents and help with group activities.
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Recruit residents for Section 3 participation, make referrals and maintain database of eligible residents.
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Recruit residents for workforce pipeline and make referrals
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Makes referrals to internal and external programs and service providers.
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Maintains contact with referral partners to ascertain resident’s progress, support completion of services/goals, and acquires data for reporting purposes.
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Tracks program participant’s progress and status. Revises plans if needed and provides career counseling.
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Coordinates quarterly meetings with community service providers, tenant council and management staff
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Attends all community meetings and events
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Represents Resident Service Department when scheduled at new resident orientation.
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Builds healthy communities through the active participation and cooperation of the management team, community agencies and residents.
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Increases the ability of residents to uphold lease obligations (timely rent payment, proper unit maintenance and quiet and peaceful enjoyment of the property for residents and neighbors).
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Supports efforts that enhance a resident’s quality of life, empowers them and promotes the resident’s independence and self-sufficiency.
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Facilitates the provision of program support and/or intervention to stabilize families in need through coordination with community resources.
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Advocates for residents and acts as liaison between residents and management as well as with the community.
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Encourages residents’ self-advocacy and empowerment in meeting their social, psychological, physical, economic and other self-sufficiency needs.
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Follows mandated reporting requirements according to adult and child protective state statutes. Fulfills timely reporting requirements for state and federal agencies.
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Maintains appropriate resident files with proper documentation of information in a secure location to ensure privacy and confidentiality
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Establishes and maintains a database of all resident files, community organizations and programs, contacts, resources, data, etc. Analyzes data and produces reports
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Presents formal reports and presentations to property management, associated RRHA staff, executive management, Resident Service Program Managers, board members and other stakeholders as required.
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Coordinates the delivery of prevention programs for residents such as: home injury, safety prevention and other wellness and safety programs, social and recreational activities, support and volunteer groups.
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Evaluates the outcomes of the RSC program annually.
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Completes an initial 36 hours of basic training prior to or during the first year of employment and 12 hours of continuing classroom education annually thereafter.
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Other duties as assigned.
Behavioral Competencies
This position requires the incumbent to exhibit the following behavioral skills:
Effective Communication:
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Explains technical concepts and ideas to non-technical stakeholders in ways they can be understood
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Proactively conveys ideas, issues and, information in a logical manner
Customer Service:
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Understands expected deliverables; seeks clarity when work requested could be out of scope
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Interactions with clients are on-track for building an effective relationship
Initiative:
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Seeks continuous improvement by appropriately challenging the status quo
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Encourages others to embrace the application of new methods, processes, procedures, tools, and/or techniques
Job Knowledge:
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Shares job knowledge with others
Responsiveness and Accountability:
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Demonstrates resilience, doesn’t give up in the face of challenges
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Motivated to do his/ her best for good of the Authority
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Responds honestly to requests for feedback and offers suggestions for improving performance
Teamwork:
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Demonstrates full understanding of the team’s work processes and procedures
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Collaborates with others to identify, understand, and present solutions to others
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Secures the confidence of fellow team members.
Job Competencies
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Considerable knowledge of modern office practices, procedures and equipment.
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Considerable knowledge of business English, spelling and arithmetic.
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Working knowledge of the principles of office management and of standard record maintenance procedures.
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Skill in the application and interpretation of departmental policies and procedures.
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Skill in typing accurately from rough draft or plain copy at a working rate of speed using word processing software
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Ability to understand and follow moderately complex oral and written instructions.
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Ability to develop and use coding and filing schemes.
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Ability to check numbers and written material for accuracy.
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Ability to make relatively complex arithmetic computations and tabulations accurately and with reasonable speed.
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Ability to maintain complex clerical records and to prepare reports from varied statistical or accounting information.
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Ability to carry out routine administrative detail independently and handle correspondence without review.
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Ability to develop, layout and implement clerical procedures from general instructions.
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Ability to establish and maintain harmonious working relationships with other employees and the public.
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RRHA Employees must have the technical aptitude to be able to use a variety of software and equipment, including but not limited to: Yardi, UKG, Microsoft 365, etc. on an as-needed basis.
Education and/or Experience (The following requirements may be used to evaluate applicants for employment. When applicable, equivalent substitution will be allowed for differences in experience and education.)
Education:
Bachelor’s degree in sociology, counseling, behavioral science, education or related field; or any equivalent combination of education or experience.
Experience:
Two or more years of experience in social work, human services, or education. Experience using Microsoft Office applications to develop and present information.
Preferred Qualifications:
One or more years of public sector or public housing work experience. Experience within the area of assignment as appropriate e.g. elderly services, youth services, or family counseling
Strength Requirements
Sedentary Work:
Sedentary Work involves exerting up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs may be defined as Sedentary when walking and standing are required only occasionally, and all other Sedentary criteria are met. Work Environment
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is an office environment. The noise level in the work environment is moderate.
