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Resident Services Coordinator

Classification: Resident Services Coordinator
Supervisor: Director of Affordable Housing
Position Status: Non-Exempt
Revision Date: February 4, 2022

Under the supervision of the Director of Affordable Housing or designee, 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. 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.

Major 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 toward appropriate services and resources.
  • Surveys the resident population to identify the 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. 

Knowledge, Skills, and Abilities Required

  • Demonstrated listening and coaching skills.
  • Works with intention and is deliberate in the work performed.
  • Demonstrates leadership by directing and influencing those that do not directly report to the role, such as volunteers and other team members.
  • Sets high standards of performance for self.
  • Holds oneself personally responsible for one's own work - accepts responsibility for actions and adjusts behavior accordingly.
  • Demonstrates willingness to request, receive, and provide feedback.
  • Demonstrates sound reasoning and critical thinking by making decisions aligned with the organization's direction and expectations.
  • Exhibits openness and objectivity to others' views and is aware of own personal bias.
  • Demonstrates relationship building and the ability to connect with participants, community partners, Board members, and employees of the agency.
  • Demonstrates the ability to create a productive and positive environment.
  • Proven written and verbal communication, including reports, presentations, memos, and one-on-one situations.

Physical Requirements/Work Environment
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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

  • Assigned tasks are generally carried out in a stationary position. Sitting, standing, and kneeling are typical daily movements.
  • Work is performed in an office environment.
  • Must be able to communicate verbally and via email and telephone.
  • Occasional travel by personal automobile within the local area is required.
  • At times, must be able to lift a minimum of 25 pounds. 

Education and/or Experience Requirements

  • Bachelor's Degree in social work, psychology, or related field from an accredited college or university.
  • 3 to 5 years experience in social services or similar work. An equivalent combination of education and experience to meet the required knowledge, skills, and abilities required of the position may be considered.
  • Demonstrated computer skills with the Microsoft Office Suite (MS Word, Excel, and Outlook).
  • Ability to learn other computer software programs as required.
  • Valid State Issued Driver's License and be insurable on HACC or related affiliate commercial insurance policy.
  • Full-time use of personal vehicle.
  • Preferred Requirement - Thorough knowledge of Champaign County community and resources.

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