Resident Service Coordinator

The Resident Service Coordinator (RSC) is a member of the Special Programs Team. As prioritized by Property Management staff, Resident Service Coordinators work with tenants in designated BHA properties to resolve issues that are adversely affecting their health, well-being, and/or tenancy. Resident Service Coordinators (RSCs) maintain regular office hours at their assigned site(s) and meet regularly with Property Management staff to review new referrals and provide updates on ongoing case status and issues. If there are no new or ongoing urgent referral requests, RSCs will work on lesser-priority requests and on obtaining additional community health and wellness resources for the site(s).

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Meets with Property Management staff at assigned buildings at least weekly to review and prioritize resident referrals.
• Establishes, posts, and maintains weekly office hours at each assigned building.
• Meets with CBES Behavioral Health Consultant as needed for clinical guidance and to develop strategies to engage residents and achieve positive outcomes.
• Conducts formal and informal needs assessments of residents referred and prioritized by Property Management staff.
• Creates and implements action plans to resolve identified issues.
• Coordinates referrals to programs to assist residents with personal care needs and the maintenance of their living spaces as needed.
• Evaluate and refer residents for mental health interventions.
• Documents the actions taken to resolve the issue or concern and any necessary follow-up actions.
• Provides assistance and information about accessing and navigating systems (e.g. completing BHA residents’ social service agency applications, reading and translating correspondence and paperwork).
• Provides telephonic interpretation services to facilitate communication between residents if fluent in the language spoken by the resident.
• Coordinates at least one health and well-being service event monthly for residents, such as periodic eye, podiatry, hearing, and dental clinics, visiting nurses, exercise, health fairs, and other similar events.
• Maintains accurate records of the hours worked and submits completed Service Worker Time sheets and sign-in sheets for the site’s weekly posted office hours by the specified due dates.
• Compiles monthly summary reports with supporting documentation of services provided monthly by the specified due date which details the resident issues or concerns, the actions, if any, that were taken, the resolution of the issues or concerns, and any required follow-up actions needed.
• A monthly calendar of events for the previous month and copies of flyers that were posted announcing scheduled events shall also be included in the monthly summary report.
• Periodically conducts community/neighborhood resource audits to identify and develop partnerships that help address resident needs and support resident involvement in the community.
• Meets with Property Development staff and the Resident Task Force at least quarterly to discuss and schedule upcoming events.
• In conjunction with the Property Management staff, notify all residents at least quarterly of the availability of the resident services referral system through flyers and any other means deemed effective.
• Reports suspected cases of abuse and neglect to the appropriate entity.
• Reports suspected Fraud, Waste and Abuse (FW&A) as required by CBES FW&A policy.
• Protects Consumers’ Personal Health Information (PHI) and reports any suspected security breaches.
• Other duties as assigned.

QUALIFICATIONS:

• A minimum of a bachelor’s degree and at least two years of social services experience.
• Ability to assess clients and their needs and knowledge of the community-based service network.
• Excellent interpersonal and problem-solving skills required.
• Ability to work with a racially, ethnically, and linguistically diverse population of older adults and younger persons with disabilities.
• Ability to speak and write fluently in English and Spanish.
• Massachusetts Social Worker licensure preferred.

PHYSICAL REQUIREMENTS OF THE JOB:

• Ability to lift and carry objects frequently weighing up to 10 to 15 pounds.
• Ability to climb stairs.
• Ability to travel to the community to perform visits at consumers’ homes.
• Work requires regular standing, stooping, and bending.