Service Coordinator/Family Self-Sufficiency Program

Job Title: Service Coordinator – Family Self-Sufficiency Program

Reports to: Self-Sufficiency Initiatives Program Coordinator

Department: Resident Services

Date: January 2023

FLSA Status: Non-Exempt

40 hrs per week

Minimum: $40,000

General Purpose:

The primary purpose of this position is to coordinate supportive services and empowerment activities to help Family Self-Sufficiency Program participants increase their economic security and self-sufficiency. The incumbent engages with and assesses residents to determine their needs and/or goals to provide useful resources and services and provides feedback to the Self-Sufficiency Initiatives Supervisor and Self-Sufficiency Initiatives Program Coordinator. In addition, the incumbent is responsible for maintaining good working relationships with local community and social service 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.

• Interviews residents (in person, via telephone, or through home visits) regarding personal and family concerns, finances, employment, food, clothing, and housing needs, and physical or mental health needs to determine obstacles and resources to address identified needs.
• Secures and evaluates information concerning medical, psychological, and social factors to address barriers to residents obtaining self-sufficiency.
• Refers residents to appropriate supportive services, community agencies, and resources; supports and encourages residents’ efforts in becoming self-sufficient.
• Develops case plans with residents individually and/or as a family, and aids residents in mobilizing their inner capabilities and external resources to improve social functioning.
• Assists residents in problem solving and identifying resources to improve their understanding of self and personal problems.
• Assists participants to determine level of financial literacy and steps needed to move each participant to become self-sufficient; determines family’s eligibility for homeownership counseling, housing resources, and future homeownership opportunities.
• Reviews service plan and performs follow-up to determine quantity and quality of service provided to resident and status of resident’s case.
• 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.
• Partners with local community groups, community service organizations, and businesses to coordinate events and programs for residents, including workshops or trainings.
• Accurately and consistently enters case notes and other required data in Efforts to Outcomes (ETO) case management software regarding new and existing clients; enters information into ETO and other databases and spreadsheets as appropriate for various grants and reports as required by program. Reports any issues or inconsistencies and offers feedback to Resident Services Self-Sufficiency Initiatives Supervisor and Self-Sufficiency Initiatives Program Coordinator, as needed.
• Prepares correspondence, technical and status reports, etc. to keep management informed of the progress of family services.
• Communicates and collaborates with RS team members.
• As specified by program requirements, monitors resident RS escrow account balances; researches participants’ eligibility for escrow credit.
• Communicates problems to Self-Sufficiency Initiatives Program Coordinator and Self-Sufficiency Initiatives Supervisor to modify service offerings or address global issues.
• 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 and Housing Choice Voucher programs
• Ability to exercise initiative, use sound judgment in analyzing situations, and make decisions in a timely manner
• Ability to research and assist with developing successful grant proposals for public and private funding sources
• Ability to present information, both orally and through writing, effectively and in a clear, concise, and convincing manner
• Knowledge of program activities and participation in planning, and coordination of activities
• Ability to develop relationships with agencies, schools, businesses, and other local organizations to expand the program through community partnerships
• Knowledge of general landlord/tenant and fair housing laws
• Knowledge of social work and resources available through community agencies
• Knowledge of the needs and attitudes of the physically, socially, and economically disadvantaged, and ability to communicate with individuals of varying social, educational, and economic backgrounds
• Ability to maintain tact and professionalism in crisis management 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 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 1-3 years experience in a social service setting involving facilitating services and assistance 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 become proficient in ETO 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 may 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, family developments

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.