The Resident Service Coordinator (RSC) assists residents to maintain successful tenancies and improve their quality of life by providing a combination of information and referral to services along with useful and engaging onsite programming.
- EDUCATOR – The RSC informs residents about service availability, how to apply for services and benefits, understanding consumer rights, and other relevant issues.
- COMMUNITY BUILDER – The RSC recognizes the impact of the social environment and the importance of developing a sense of community to improve on individuals’ health and well-being. The RSC helps build a sense of community among all residents living in the community.
- LIAISON – The RSC acts as a liaison between residents and Management, community-based agencies, and/or regional government entities (Social Security Administration, Dept. of Veteran’s Affairs, etc.); Resident Service Coordinators work with Management staff, eldercare service providers, behavioral/mental health care and medical care professionals to resolve issues together while keeping information confidential.
- SERVICE FACILITATOR – The RSC establishes links to community agencies and service providers, provides basic case management and referral services and monitors the ongoing provision of services from outside agencies.
General Statement of Duties:
- Program Development/Coordination
- Resident Referrals and Direct Assistance
- Resident Compliance Issues
Any one position may not include all duties listed herein. Conversely, additional duties may be required that are specific to the individual site.
Essential Functions of the Position:
- Assists in developing programming that addresses self-sufficiency issues such as Money Management/Budgeting, Parenting skills/support, Job Readiness, Nutrition & Fitness, and Youth Enrichment/Afterschool programming.
- Assesses and coordinates referrals and resources -recommending solutions to resolve resident issues impacting resident’s personal life, health and well-being, and refers them to suitable community services, resources and Entitlement Programs, as appropriate.
- Assesses needs of residents employing Beacon Self-Sufficiency Assessment (at RAD and New Lease sites)
- Tracks resident program participation for all on-site programs and other outcome measurements that show program impact.
- Tracks resident referrals to community programs and services.
- Documents all interactions regarding provision of assistance to residents in Yardi on a weekly basis.
- Provides crisis intervention to residents, as needed.
- Fosters a positive, active and collaborative relationship with residents, local government, non-profit agencies, social service providers, hospitals, healthcare organizations, colleges/universities and representatives of the greater community.
- Processes Reasonable Accommodation requests for residents with disabilities.
- Participates in joint annual apartment inspections with Property Manager and/or Maintenance; follows up on any referrals from inspections such as housekeeping and hoarding issues, presence of unauthorized occupants, smoking in apt. etc.
- Addresses business critical functions impacting property’s net operating income (NOI) working directly with Property Manager to address and resolve lease compliance issues such as late rent, housekeeping, security, illegal activity, and unauthorized occupants.
- Maintains weekly communication with Property Manager to provide status on follow-up of resident issues.
- Ensures that there is a current “Resident Resource Directory” for residents to access.
- Prepares Resident Services Quarterly Update Report and maintains documentation on services provided and issues addressed with residents.
- Builds a sense of community by providing programs that engage residents and promote socialization.
- Resolves conflict between residents, family members and neighbors.
- Meets with the Resident Block/Building/Floor Captains, Neighborhood Watch representatives’ and/or community police liaison on monthly basis to review site issues and review reports about any concerning activity on the property.
- May be required to report, track and follow up on New Lease and RAD program initiatives
- May be required to assist with programming in the Computer Learning Center-afterschool program.
- Attends Property Management/RSC meetings and/or staff meetings as required.
- Enforces and adheres to company policies, rules and regulations.
- Preserves and respects resident and applicant confidentiality
Community Programming Responsibilities:
- Develops and coordinates monthly resident programs- in collaboration with other staff and volunteers as necessary.
- Ensures that Service Agreements and Certificates of Insurance (COI’s) are in place for provision of services and programming by outside providers and vendors.
- Creates monthly calendar and property newsletter with input from PM and other staff as required.
- Provides documentation that demonstrates participation levels in all programs and activities.
- Evaluates program impact through use of pre- and post- surveys, testing and other methods as may be useful to the evaluation process.
Supervision Received: Directly reports to the Property Manager and receives supervision from the Area Resident Services Manager (ARSM) and mentoring and guidance from the Senior Resident Service Coordinator (Sr. RSC).
Supervision Exercised: Supervises Assistant Resident Service Coordinator, if applicable. May supervise high school and college volunteers or interns.
Education, Training and Experience:
Master’s degree required in Social Work/Human Services, and/or 3-5 years’ equivalent work experience providing services in a Housing/Multi-Family housing environment, or a private, non-profit social service organization serving youth and families.
Qualifications and Skills
- Superior interpersonal skills
- Superior organizational ability
- Crisis intervention skills
- Ability to work independently
- Mediation/Conflict resolution skills
- Effective written and verbal communication skills
- Documentation and report writing experience
Knowledge and Abilities:
Incumbent must have adequate knowledge of mental health, addictions, family issues, youth development, multicultural issues and elderly service delivery system. Incumbent should be a self-starter with ability to work independently as well as work cooperatively with teams and resident committees. Incumbent should have experience developing and implementing client or resident programs having a proven track record of networking and building partnerships. Individual must have the ability to work patiently with others in an environment that can be challenging. Incumbent must also be able to handle emergency/crisis situations and work well under pressure with regards to complex and time sensitive issues.
Physical Capabilities: Ability to walk a ¼ mile without resting and ability to climb stairs.
Transportation: Must have a valid driver’s license and reliable vehicle to attend conferences, trainings and meetings at other properties as required.
Work Schedule: Monday- Friday office hours. Evening and weekend hours may be required.