Resident Services Coordinator (32 hr/week) - Glen Berry, Hayward Senior & Weinreb, Hayward

Job Title: Resident Services Coordinator

Actively supports Eden’s mission of creating and sustaining high-quality affordable housing communities that advance equity and opportunity for all.

Department:    Resident Services

Location:          Varied

Reports To:      Resident Services Manager

FLSA Status:    Non-exempt

Last Updated:   June 20, 2023

Please note: This position is 32 hours/week with a schedule of Tuesday-Friday. This position does qualify for our full-time benefits package.

POSITION SUMMARY  

Under the supervision of a Resident Services Manager, the Resident Services Coordinator is responsible for assessing resident needs, developing and/or identifying programming to meet those needs, making resource information available to residents, and providing linkages to needed services for low-income residents living in affordable housing developments.  This position is responsible for the resident services coordination at assigned properties designated for families, seniors and/or adults with special needs (i.e., developmental or physical disabilities, chronic mental health issues, chronic health conditions, etc.).  The ability to effectively coordinate services for residents directly impacts the organization’s mission statement in that it allows residents to maintain their housing for longer periods of time, enhances their quality of life and provides for greater incidence of safe, affordable housing for the populations we serve.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop a comprehensive understanding of residents (conduct needs assessments, community meetings, etc.) in order to offer residents the opportunity to assist their community and to guide them towards appropriate services and resources.
• Implements educational and enrichment activities for children and youth in the on-site after school program that promotes a safe environment, a supportive environment, teaches and practices social-emotional skills and promotes engagement from youth in design of program at assigned property location(s).
• Promotes after school program to property and local schools for assigned property location(s).
• Maintains ongoing collaboration with local elementary schools and communicates regularly with teachers regarding student’s progress, homework, etc. for assigned property location(s). 
• Participates in organizing meetings and workshops for parents for the purpose of identifying or discussing youth concerns, successes, soliciting input on program components and parent education on best practices on engagement in their child’s educational development at assigned property location(s).
• Reports any concerns about the well-being of the families and children involved in the program to the Resident Services Manager/designee. Maintains program files and records. Maintains accurate records of attendance and progress of individual students at assigned property location(s).
• Surveys the resident population to identify priority of needs and solicit resident input on service preferences.  Assist residents and property operations staff in understanding those needs.
• Develop strategies to link residents with needed services, including providing assistance in overcoming various barriers that might impede access to services.
• Establish and maintain partnerships with relevant organizations and individuals, with an emphasis on providing on-site services to residents and the community.
• Implement priority programs and essential activities through partnerships with other community-based service providers/organizations.  When other service organizations are not available, may deliver direct services.
• Participate in the development of pilot programs to test new models of service delivery and carry out implementation of specified programming at assigned properties.
• Collect required data for all programming offered, record data in the database (Salesforce) and submit reports in an accurate and timely manner.  Maintain all reporting requirements set by funding and/or governmental agencies.
• Evaluate outcomes of regularly scheduled on-site programs and services as required for quality improvement.
• Report child, dependent adult and elder abuse and neglect according to State law.
• Obtain appropriate releases to interact with others on behalf of the resident.  Maintain confidentiality appropriately.
• Work with property staff, families and community agencies to identify and address resident problems before they reach crisis proportions.

• Be an active member of the site team, working collaboratively with the property manager and other site staff to meet property needs and resolve resident problems.  Work with residents to resolve conflicts with neighbors.
• Plan and coordinate recreational, cultural and social activities in coordination with property operations staff and residents, as needed.
• Develop and maintain a comprehensive list of available community resources (employment, education, social service agencies, etc.) for residents.
• Attends all staff meetings, training sessions, and other appropriate meetings and conferences as required.
• Participate in relevant local, regional, state and/or national organizations as assigned.
• Actively participate in our culture of inclusivity
• Must have access to reliable transportation to travel during the business day to Eden properties, training sites and retail stores. 

SUPERVISORY RESPONSIBILITIES

Directly supervises volunteers and contract service providers. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training volunteers; planning, assigning, and directing work; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE

• 2-4 years of experience and/or training in community development, social services or related field; OR equivalent combination of education and experience required.
• Training or experience working with diverse cultures and specific populations, depending on the property.  Experience with populations such as children and families, seniors, people with developmental disabilities or chronic mental illness, HIV/AIDS may be helpful or required. 
• Crisis and mental health experience preferred.
• Experience conducting community assessments, applying the principals of conflict management and/or de-escalation techniques, and organizing community groups, events, and programs preferred.

PREFFERED SKILLS and/or ABILITIES

• Knowledge of services available in Bay Area counties.
• Experience with and aptitude for working with children and families.
• Knowledgeable of trauma informed care, mental health 101, housing first principles, harm reduction preferred.
• Experience with permanent supportive housing preferred.

• Understanding of procedures and eligibility for federal and state entitlement programs and legal liability issues related to service coordination.
• Ability to develop effective working partnerships with various types of community groups and institutions.
• Function effectively in an environment with diverse cultures, multiple perspectives, and competing needs.
• Demonstrate a commitment to recognizing residents’ knowledge and experience as a valuable resource.
• Motivate individuals to actively participate in services.
• Ability to effectively facilitate meetings and community gatherings.

• Proficient with MS Office (i.e., Microsoft Word, Excel, and Outlook).
• Experience with Salesforce helpful.
• Ability to work independently and as part of a team.
• Ability to work some evenings and weekends, as required.
• Demonstrated ability to establish trusting, confidential relationships.
• Proven ability to work with diverse groups in cooperative problem-solving and consensus building.

LANGUAGE, MATH & REASONING SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to effectively present information to top management, public groups, and/or boards of directors. Ability to speak a second language preferred. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to sit and use hands to finger, handle, or feel.  The employee is occasionally required to reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and ability to adjust focus. Physical demands include writing/typing, use of computer and paper files, answering phones, attending meetings with residents, family members and community agencies representatives, throughout the complex in their apartments, outdoor community areas and the community room.

Mobility: physically able to get around the apartment complex (some of which are quite large).  In some cases, go into residents’ units.  The home visits are more a requirement in senior/disabled housing but is important in family housing as well. Must be able to travel to the central office and other locations for meetings and training sessions, as required.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB DESCRIPTION REVISION

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job.  While this job description is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks are performed when circumstances change.  This job description replaces all previous descriptions for this position.

Eden Housing is an equal opportunity employer. Eden Housing does not discriminate based on race, color, religion, sex, disability, familiar status, national origin, or any other arbitrary basis.