Resident Services Coordinator I (32 hours/week) - Light Tree II, East Palo Alto

Eden Housing•East Palo Alto, CA

1d•Onsite

About The Position

The Resident Services Coordinator I (RSC I) is the frontline anchor of EHRSI's revitalization strategy, delivering tiered service bundles (universal, targeted, intensive) to residents at single or multiple assigned properties. The RSC I provides first level support across all service domains—housing stability, economic mobility, health & wellness, digital inclusion, and youth/family engagement—using trauma-informed, coaching-based practice to advance resident stability, mobility, and wellbeing outcomes. Working under supervision of the RSM, the RSC I delivers Tier 1 universal programs directly (workshops, wellness checks, community events), provides coaching-based first level support to residents across domains, and facilitates warm handoffs to partner-delivered specialists when intensive or specialized services are needed. The role ensures accurate documentation in EHRSI's CRM (Salesforce), embeds equity and resident voice into daily practice, and contributes to EHRSI's partnership-enabled, cost-neutral service delivery model. The ability to effectively coordinate first level support and facilitate appropriate specialist referrals directly impacts EHRSI's mission by allowing residents to maintain housing stability for longer periods, enhancing quality of life, and advancing equity and opportunity for all. The caseload ratio is approximately 25-60 active resident relationships across assigned properties (aligned to 1:150 family, 1:125 senior, 1:100 PSH ratios). The deployment is site-based, assigned to one property (family, senior, or supportive housing) at varied property locations across the EHRSI portfolio. In 2026, RSC I roles operate within existing staffing, focusing on tiered bundle delivery and accurate outcome tracking. From 2027 onward, RSC I becomes part of a regional operations structure supported by Partner-Delivered Specialists (Youth, Health, Financial Coaching) and central functions (Training & QA, Outcomes & Analytics, Resident Voice, Partnership Development).

Requirements

1-2 years of experience and/or training in human services, community outreach, customer-facing roles, or related fields OR equivalent combination of education and experience
Entry-level candidates with strong interpersonal skills and willingness to learn will be considered
High School Degree or equivalent
Working knowledge (or willingness to learn) of housing, economic, health, digital, and youth/family support domains—sufficient to conduct credible initial conversations, provide basic coaching, and recognize when specialist intervention is needed
Ability to apply trauma-informed, strengths-based approaches; active listening and non-judgmental communication skills
Proficient with MS Office (Microsoft Word, Excel, Outlook)
Experience with CRM systems (Salesforce helpful)
Ability to work effectively with diverse populations; comfort adjusting communication styles to meet residents' backgrounds and experiences
Strong communication, relationship-building, and conflict resolution abilities; patience and empathy when working with residents facing multiple barriers
Ability to work independently and as part of a team; good time management and prioritization skills
Demonstrated commitment to equity, inclusion, and resident-centered service delivery; commitment to recognizing residents' knowledge and experience as a valuable resource
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, government regulations, loan documents, financial reports, regulatory agreements, and other legal documents
Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community
Ability to write reports, business correspondence and procedure manuals
Ability to effectively present information to top management, public groups, and officials, and/or boards of directors
Ability to calculate figures and amounts such as discounts, interest, proportions, percentages
Ability to produce budgets and analyze financial reports, income statements and perform cost analyses
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Must have access to reliable transportation to travel during the business day to Eden properties, training sites, and retail stores

Nice To Haves

Training or experience working with diverse cultures and specific populations (families, seniors, people with developmental disabilities, chronic mental illness, HIV/AIDS)
Crisis and mental health experience
Experience conducting community assessments, applying principles of conflict management and/or de-escalation techniques
Experience organizing community groups, events, and programs
Knowledge of services available in local counties
Familiarity with affordable housing sector and supportive services delivery models
Knowledgeable of trauma-informed care, mental health 101, housing first principles, harm reduction
Experience with permanent supportive housing
Understanding of procedures and eligibility for federal and state entitlement programs
Ability to speak a second language preferred
Demonstrated ability to establish trusting, confidential relationships
Ability to work some evenings and weekends, as required

Responsibilities

Deliver Tier 1 Universal Programs directly: Facilitate community-building activities: workshops, wellness checks, social clubs, community events
Coordinate afterschool programs, youth activities, and parent engagement workshops
Provide technology access support, digital literacy training, and basic troubleshooting
Deliver financial literacy workshops and employment readiness activities
Organize health fairs, food distribution, and preventive wellness initiatives
Provide coaching-based first level support across all service domains: Housing Stability: Support lease compliance conversations, mediate with property management, connect residents to emergency rental assistance, and provide housing transition guidance
Economic Stability: Facilitate basic budgeting conversations, support job applications, assist with benefits enrollment (CalFresh, SNAP, Medi-Cal), and connect residents to employment resources
Health and Wellness: Help residents enroll in health insurance, schedule appointments, provide medication adherence reminders, conduct wellness checks, and identify when clinical intervention is needed
Digital Inclusion: Troubleshoot basic technology issues (WiFi, email, passwords), teach digital literacy skills, connect residents to internet subsidy programs (ACP, Lifeline), and provide homework help
Youth and Family: Deliver after-school programs, facilitate parent workshops, connect families to school resources, and identify developmental or behavioral concerns requiring specialist support
Recognize when first level support is insufficient and initiate referrals to partner-delivered specialists under supervision (legal aid, clinical health navigation, behavioral health counseling, intensive employment services, specialized youth programming). When other service organizations are not available, may deliver direct services within scope of practice and under supervision.
Respond to resident crises and urgent situations using trauma-informed de-escalation techniques
Report child, dependent adult, and elder abuse and neglect according to California State law as a mandated reporter
Work with property staff, families, and community agencies to identify and address resident problems before they reach crisis proportions
Follow established escalation protocols, involving Supervisor immediately for high-acuity, complex cases, or concerns about resident or child wellbeing
Mediate conflicts between residents or between residents and property management
Document crisis incidents accurately in CRM within 24 hours and participate in post-incident debriefs
Maintain safety protocols and professional boundaries during high-stress situations
Build and maintain relationships with local service providers and community partners
Maintain up-to-date knowledge of local resource directories and eligibility requirements
Obtain appropriate releases to interact with others on behalf of residents; maintain confidentiality appropriately
Execute warm handoff protocols under supervision: assess resident needs, make quality referrals, introduce residents to partner staff
Conduct follow-up with residents after referrals to ensure service connection and satisfaction
Support residents with application processes, paperwork assistance, and eligibility screening for community programs
Participate in partnership coordination meetings as directed by Supervisor
Develop and maintain a comprehensive list of available community resources (employment, education, social service agencies, etc.) for residents
Build trust-based relationships with residents through consistent presence, active listening, and non-judgmental support
Apply trauma-informed, strengths-based approaches in all resident interactions
Use motivational interviewing basics to help residents identify goals and overcome barriers
Support resident self-efficacy: provide information and options rather than making decisions for residents
Maintain confidentiality and professional boundaries at all times
Recognize signs of trauma, mental health concerns, or crisis and respond appropriately with supervisor guidance
Integrate resident voice into program adjustments and service planning discussions
Accurately document all resident interactions, referrals, service delivery, and outcomes in EHRSI's CRM (Salesforce) within 48 hours
Track attendance, participation rates, and service utilization for all programs
Submit reports in an accurate and timely manner
Maintain all reporting requirements set by funding and/or governmental agencies
Monitor progress toward resident outcome KPIs: housing stability, economic mobility, health & wellness, digital inclusion
Support equity analysis by ensuring demographic data is accurately captured and disaggregated
Maintain program files and records with required completeness (equal or greater than 95%)
Serve as an active member of the site team, working collaboratively with property manager and other site staff to meet property needs and resolve resident problems
Assist residents and property operations staff in understanding resident needs
Work with residents to resolve conflicts with neighbors
Coordinate recreational, cultural, and social activities in coordination with property operations staff and residents, as needed
Attend all staff meetings, training sessions, and other appropriate meetings and conferences as required
Participate actively in reflective practice sessions, peer learning, and case consultations
Share relevant resident updates and service information with colleagues
Contribute insights from frontline delivery to inform continuous improvement and program refinement
Participate in relevant local, regional, state and/or national organizations as assigned
Actively participate in EHRSI's culture of inclusivity