Resident Service Coordinator

Purpose:

Coordinate a system of comprehensive programs and supportive services for PHA resident populations. The coordinated services should enable participating families to increase earned income, reduce or eliminate the need for welfare assistance, make progress toward achieving economic independence and housing self-sufficiency, or, in the case of elderly or disabled residents, help improve living conditions and enable residents to age-in-place. Conduct resident intake and needs assessment and provide referrals, short-term counseling/crisis intervention and on-going case management. Coordinate group activities and distribute PHA notices and information regarding community resources. Coordinate enhanced services for Residents with staff from other PHA departments and third-party providers.

Essential Tasks of the Position:

Meet the needs of residents by providing general case management to include intake, assessment, and referral to appropriate PHA and/or partner programs in the community.

• Maintain a minimum caseload as determined by Department Director and funding source.

• Meet with Resident to assess and identify individual and family needs.

• Develop Individual Service Plan (ISP) to include short- and long-term participant goals; document activity in case management database and maintain data confidentiality.

• Provide residents with information concerning available on-site PHA and/or partner provided programs; assist with enrollment.

• Follow up with Resident regarding program enrollment.

• Refer residents to off-site programs provided by community-based organizations (CBOs), as appropriate, and help residents navigate related systems, as needed.

• Provide systematic follow-up and ongoing case management to verify Resident Service utilization, monitor resident progress, track achievement of set goals, and ensure customer satisfaction.

• Assisting in emergency service projects for Residents, as assigned.

Coordinate and oversee comprehensive programs and supportive services for residents.

• Know and understand all program resources available in the Resident Services Department and at the PHA.

• Network with local and state agencies and CBOs to identify resources available to Residents.

• Develop and maintain partnerships with CBOs; work with Directorship to establish formal service agreements with CBOs for programs provided on site.

• Market available programs and services to residents.

• Recruit residents for program participation through direct mail, door-to-door outreach, distribution of flyers and newsletters, and informational presentations, as needed.

• Serve as the development level on-site Point of Contact (POC) for partner agencies; oversee partner agency and volunteer staff delivering services, as required, and act as a liaison between PHA residents and local service providers.

• Monitor the delivery of programs by both PHA and partner staff to ensure continuity and quality of services.

Prepare written narrative and/or statistical data reports (monthly, annual, etc.) for submission to Directorship as required for both internal and external reporting, program evaluation and planning purposes.

• Document program activities and events (photographs; articles; success stories, etc.) as requested for newsletters and/or other PHA or funders’ publications or reports.

• Work effectively with Resident Services Department and other PHA staff to ensure continuous improvement of program services.

• Attend trainings related to professional and/or program development, as required.

• Represent the Resident Services Department on various boards, committees, councils as assigned.

Secondary Tasks of the Position:

• Assist in the preparation of funding applications, resident surveys, and other special projects, as assigned.

• Perform other duties within the job classification, as assigned.

Position Requirements and Qualifications:

Education Level

• Four-year college degree from accredited college/university with emphasis on social work, psychology, health and human services, community organization or related fields, required. Degree requirement may be waived in consideration of equivalent work experience.

Experience in Related Field

• 3-5 years’ experience in coordination of programming for low-income individuals and/or families, required.

• Understanding of low income and/or public housing issues, required

• Bi-lingual skills, required; fluency in Spanish to include speaking, reading, and writing, an asset.

Knowledge, skills, abilities, licenses, and certifications

• Knowledge of relevant federal, state, and local resources and agencies.

• Ability to work with diverse populations.

• Excellent interpersonal, verbal, and written communication skills.

• Ability to coordinate outside service contractors.

• Ability to monitor and evaluate diverse programs, staff, and services.

• Ability to function with minimum of direct supervision.

• Working knowledge of social service matters, psychology, sociology, and related fields.

• Working knowledge of programs and social service resources within the community.

• Willingness to network with other agencies and professionals.

• Ability to prepare both narrative and statistical reports.

• Skill in organizing and managing diverse responsibilities simultaneously.

• Valid driver’s license (Class O) unrestricted except for corrective lenses, required.

• Ability to maintain confidentiality in all assignments.