RESIDENT SERVICES COORDINATOR

Department: Public Housing Programs

Reports To: Operations Manager 

FLSA: Exempt

Employment Status: Full-time (35 hours, 4 days/week)

Schedule: 7:45am to 5:30pm, Monday – Thursday 

Union Affiliation: Non-Bargaining

Revised: May 12, 2021

POSITION SUMMARY

The Resident Service Coordinator (RSC)is responsible for effectively assisting residents that have requested support in enhancing the quality of their daily lives. This may mean enabling them to more fully and successfully participate in the social, educational and/or economic mainstream. The position provides residents with information about and access to local services and resources that can assist them in pursuing opportunities and achieving life objectives. The resident service coordinator is an integral part of the property management team and plays a critical role in the overall positive maintenance of the property for the enjoyment of its residents and the respect of its neighbors.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Welcome new residents, establish contact with existing residents, and explain the resident services program, its offerings, and the RSC role in assisting residents who want to access local service resources. 
2. Help set a tone of inclusion and non-discrimination in the resident community.
3. Identify, assess, select, develop, and maintain referral relationships with local agencies that effectively assist residents to achieve their opportunities and objectives in life.
4. Provide supportive linkages between residents and referral agency staff when residents or agencies request assistance. Document these efforts.
5. Refer lease violations to the Property Coordinator and work with the management team when a resident is identified as being in jeopardy of eviction. Offer linkages and referral support to the resident to positively and quickly rectify the situation. Document these efforts.
6. Establish program targets. Consistently track and measure progress. Regularly report program outcomes to internal and external stakeholders. Analyze and use outcomes data as the basis for continuous program improvement.
7. Identify and assess individual and family needs when appropriate; inform the resident of available resources and provide support in accessing services successfully. Document these efforts.
8. Help to facilitate resident meetings and community-organizing and social activities as desired by residents.
9. Support residents to enhance the quality of their lives; encourage and empower them to maintain self-sufficiency.
10. When requested, work with Property Coordinator in mediating conflicts between residents. Document these efforts.
11. Effectively communicate with residents by newsletter, flyer, bulletin board etc., making sure that communication is inclusive of language differences and the visually impaired.
12. Complete other housing and resident related assignments as directed by the Operations Manager.
13. Promotes resident/law enforcement relationships and encourages resident participation in security-related issues through, for example establishing and maintaining neighborhood watch programs, offering regular information and feedback sessions, training classes, and similar types of programs.
14. Coordinates with the Public Housing Property Coordinator and law enforcement officers to identify and address resident behavior that threatens health, safety, and/or the right of tenants to live in a pleasant environment.
15. Maintains ongoing customer service channels, communicates issues to the appropriate departments, follows up with departments and residents to monitor actions taken to address concerns, and uses appropriate measures to ensure response to tenant issues and complaints.
16. Works with the Public Housing Property Coordinator to develop a progress report on resident relations to the Board of Commissioners and HUD as required by agency and grant guidelines.
17. Prepares and reviews financial reports and statements regarding resident initiatives where necessary.
18. Documents, maintains, and updates, as appropriate, Resident Services policies and procedures. Keeps current on changes in HUD and other federal, state, and local regulations, and incorporates into policies and procedures as necessary. Communicates changes to appropriate staff members and ensures that staff has a thorough understanding of both relevant policies and procedures and applicable regulations.
19. Participates in PHA administrative activities, such as scheduled staff meetings, report preparation, performance review sessions, informational sessions, etc.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Demonstrate effective verbal and written communication skills,
2. Proficient with computers, including MS Office suite software, the internet and electronic mail programs.
3. Manage and complete multiple tasks, and coordinate completion of tasks across departments or functional areas,
4. Knowledge of the Department of Housing & Urban Development (HUD) rules and regulations, particularly as they pertain to resident initiatives and Fair Housing.
5. Familiar with the characteristics, lifestyles, and special needs of low-income families and individuals.
6. Demonstrate working knowledge of supportive services and other resources for adults, senior citizens, and/or non-elderly people with disabilities available in the local area. 
7. Advocate, organize, problem-solve, and provide results for low-income families, the elderly, and/or persons with disabilities. 
8. Communicates in a manner that is effective for persons with disabilities and persons with limited English proficiency (LEP). 
9. Understands procedures and eligibility for federal and applicable state entitlement programs; and legal liability issues related to providing service coordination. 
10. Knowledge of the aging process, elder services, disability services, drug and alcohol abuse by the elderly, and mental health issues.

EDUCATION AND EXPERIENCE

1. Bachelor of Social Work or degree in Gerontology, Psychology, or Counseling is preferable, or relevant work experience. 
2. Two to three years' experience in social service delivery for low-income adults, senior citizens and/or people with disabilities. 
3. Minimum two (2) years' experience working in the social or community services field, preferably with federal grant programs, and public housing residents and resident programs.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

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

While performing the duties of this position, the employee is regularly required to talk and hear at normal volumes. The employee is frequently required to use hands or fingers to handle, feel or operate objects or controls. The employee is frequently required to stand; walk; sit; reach with hands and arms. The employee may be required to climb, or balance; and stoop, kneel or crouch. The employee may be required to lift up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. 

Equal Opportunity Employer including disability/veterans

The Housing Authority of the City of Danbury is also a drug-free workplace.