Service Coordinator

AKRON METROPOLITAN HOUSING AUTHORITY

Job Title: Service Coordinator - Elderly/Disabled

Reports to: Resident Services Senior Manager

Department: Resident Services

Date: November 2019 (April 2021)

FLSA Status: Part Time - Non-Exempt

Minimum: $40,000 (full time rate)

General Purpose:

The primary purpose of this position is to provide support to the Resident Services Senior Manager by conducting, monitoring, and providing feedback for AMHA Elderly/Disabled buildings. The Service Coordinator engages with and assesses residents to determine their needs and to provide useful resources and services. In addition, the Service Coordinator is responsible for maintaining good working relationships with local social service and provider organizations.

Essential Duties and Responsibilities:

The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.

• Ensures proper recruitment of individuals and families for Elderly/Disabled Services, and other resident self sufficiency programs, in order to achieve Resident Services goals and objectives.
• Interviews residents or conducts in-home visits to complete a needs assessment, and arrange services for obstacles/issues as presented.
• Develops case plans with residents individually, as a family, or with other responsible individuals, to help elderly and residents with disabilities remain in the least restrictive housing environment and remain independent. Reviews service plan and performs follow-up to determine quantity and quality of service provided to resident and status of resident's case.
• Accurately and consistently enters case notes and other required data (referrals, program participation tracking, milestones, etc.) in case management software regarding new and existing clients; enters information into case management software and other databases and spreadsheets as appropriate for various grants and reports as required by program.
• Promotes use of program services that maximize residents' capabilities and external resources to improve health and social functioning.
• Assists with networking and educational meetings/workshops and the development of resident councils; coordinates on-site programming and events for residents. Participates in resident council training sessions. Attends resident council meetings as assigned.
• Refers residents to appropriate supportive services, community agencies, and resources; provides linkages to resources such as: transportation, medical and mental health care, social interaction, legal, financial, and placement recommendations as necessary.
• Networks and forms relationships with other housing professionals and service providers in order to keep abreast of services and assistance available to residents. Ensures that others within AMHA are made aware of services and assistance options available to residents. Monitors services provided by outside agencies to ensure program is being delivered according to contracts.
• Partners with local community groups, social service organizations, and businesses to coordinate events and programs for the residents.
• Prepares correspondence, technical and status reports, etc., in a timely manner, to keep management informed of the progress of senior and disabled services.
• Communicates and collaborates with other Resident Services team members.
• Performs other duties as assigned.

Behavioral Competencies:This position requires incumbents to exhibit the following behavioral skills:

Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition.

Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors and measures the needs of both internal and external customers; talks and acts with customers in mind. Recognizes working colleagues as customers.

Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing. Demonstrates attention to, and conveys understanding of, the comments and questions of others; listens effectively.

Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; does fair share of work.

Job Competencies:

• Knowledge of policies, procedures, goals, objectives, operational entities, requirements, and activities as they apply to the assigned organizational entity in the AMHA
• Knowledge of the applicable HUD rules and regulations as they pertain to public housing
• Knowledge of Resident Organization coordination and guidance to maintain, improve, or activate various councils. Understand the creation and edition of bylaws and Roberts Rules of Order for meetings.
• Comprehensive knowledge of resources for elderly and disabled residents that are available through community agencies
• Knowledge of the needs and attitudes of the physically, socially, and economically disadvantaged, particularly the elderly and mentally and physically disabled population, and ability to communicate with individuals of varying social, educational, and economic backgrounds
• Knowledge of database reporting
• Ability to exercise initiative, use sound judgment in analyzing situations, and make decisions in a timely manner
• Ability to present information, both orally and through writing, effectively and in a clear, concise, and convincing manner
• Ability to prepare clear, concise, visually attractive, and accurate reports, correspondence, instructions, training manuals, and other written materials
• Ability to exercise tact and diplomacy in dealing with sensitive, complex, and confidential issues and situations
• Ability to understand and practice the rules of confidentiality
• Proficient mathematical and statistical skills and ability to understand and interpret data reports and tracking
• Ability to assimilate information and present it in a concise, manner
• Ability to establish and maintain effective working relationships with employees, tenants, officials, and the general public

Education, Experience and Certifications:

Bachelor's degree in social services or related field and 3-5 years of experience working with the elderly and mentally/physically disabled population is required, or an equivalent combination of education and experience. LSW preferred. Must possess a valid Ohio driver's license and be insurable under AMHA's policies.

Computer Skills:

To perform this job successfully, an individual should have strong computer skills and be proficient in case management software and Microsoft Office applications. Familiarity with Tenmast is desirable. Must be able to learn other computer software programs as required by assigned tasks.

Physical Requirements: 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 frequently required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must occasionally transport up to 10 pounds.

Working Conditions:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

Office Environment

AMHA offers a culture committed to diversity, equity and inclusion; comprehensive compensation and benefits program including, but not limited to: Competitive salary; Participation in the Ohio Public Employees Retirement System; Excellent medical, free dental and vision plans with minimal out of pocket cost; Basic Life insurance; Fourteen paid holidays; Paid vacation, personal and sick plans, flexible schedules; and potential for limited teleworking in an effort to promote a healthy work/life balance.