Resident Services Coordinator (SRO)

Mission Housing Development Corporation•San Francisco, CA

About The Position

Reporting directly to the Resident Services Program Manager, the Resident Services Coordinator’s primary purpose is to provide support services to the served population as part of the Integrated Services Network (ISN) and Continuum of Care (CoC) programs. The goal of these services is to support the served population in retaining their housing or move to other appropriate housing. The Resident Services Coordinator (RSC) works in coordination with on-site Property Management, third party and local agencies to address the broad array of client needs. The RSC acts primarily as a care coordinator and client case manager and may perform duties that include housing retention and stabilization, outreach, prevention and harm reduction, crisis intervention, health education, referral for substance abuse and mental health counseling, and benefits counseling. The RSC works with on-site administrative staff dedicated to various housing programs, ensures program funds are used according to grant requirements, and maintains quality assurance of case files. Mission Housing's Resident Services component seeks to foster healthy communities and promote self- sufficiency by improving community relations, facilitating access to resources, and providing opportunities for personal goal achievement for residents of Mission Housing’s communities. Employees may be assigned the responsibility of more than one site.

Requirements

Bachelor’s degree in related field or three years of experience in community services coordination and social service in lieu of degree.
Excellent interpersonal skills, ability to work effectively with people of diverse backgrounds.
Experience working with diverse population, low to moderate income families, people with mental health issues, substance abuse, disabilities, legal issues and older adults.
Team player, enthusiastic, flexible, patient, problem solver, strong initiative, positive spirited and a desire to make a difference in the lives of residents.
Professional commitment to the mission of Mission Housing Development Corporation.
Knowledge of Federal, State and City benefits programs and local services in the Mission District and San Francisco.
Demonstrated skills in leadership and community building.
Ability to articulate ideas clearly and professionally in both a written and oral manner.
Ability to work independently and as part of a team.
Ability to maintain confidentiality of sensitive information a must.
Ability to follow through and complete job duties when assigned in a timely manner.
Sensitivity to issues pertaining to families and youth populations.
Ability to troubleshoot and prioritize work.
Ability to remain calm and composed in stressful situations and exercise crisis de-escalation and resolution skills where appropriate.
Good analytical and problem-solving skills.
Ability to work in a fast-paced environment.
Strong organizational skills.
Proficiency in MS Word, Excel, Outlook, PowerPoint, Publisher, Internet.
Bilingual capacity is essential for this position.

Nice To Haves

Bilingual in Spanish and/or additional languages.

Responsibilities

Coordinate and provide care that is safe, timely, effective and client-centered
Handle case assignments
Determine case closure
Help residents achieve wellness and autonomy
Arrange assistance and intervention with social services, health and governmental agencies
Keep track of residents’ progress and ensure satisfaction
Record residents’ case information and produce reports
Adhere to professional standards as outlined by our protocols, rules and regulations
Identify the strengths of residents for asset-building and personal development as well as their needs for supportive services.
Meet with residents on an individual and as-needed basis to establish work plans and document progress.
Research, identify, and link residents with resources such as rental assistance, annual recertification and any other required documentation for property management, transportation, adult education, health services, and employment assistance, etc.
Maintain confidential records of resident interactions and referrals made.
Establish relationships with government and community service providers.
Inform and assist residents with obtaining benefits such as SSI, Medicare, food stamps, and prescription drug assistance.
Work closely with Property Management staff to identify specific supportive needs as related to housing retention (lease violations and household stability).
Provide community resource information to new residents upon move-in.
Compile information and eligibility requirements for neighborhood and City-wide resources.
Organize community resource displays with information and applications.
Assist with planning and coordinating fundraising activities that support assigned sites and for the goals of Mission Housing.
Implement core programs and services objectives outlined in the Resident Services Program model, along with services required via regulatory and grant agreements.
Explore and provide on-site educational speakers, workshops, and activities about health issues, financial literacy, computer training, job searching, and other life skills.
Work with Property Management to schedule and coordinate the usage of Community Room space and oversee programs and activities conducted.
Recruit and supervise volunteers to assist with programs.
Create opportunities for residents to get involved with community activities.
Coordinate resident training for leadership roles, such as developing and implementing beneficial programming.
Organize on- and off-site community-building events.
Create opportunities for residents to access technology training and computer access.
Assist in the referral process for parties that may require mediation services such as Community Boards, the bar association of San Francisco and others to resolve conflicts between residents.
Facilitate activities for holidays such as Thanksgiving dinners and end-of-year holiday celebrations and others.
Exchange resources with other Resident Services staff and collaborate on programs and community-building activities, as appropriate.
Produce and maintain a monthly calendar of events and activities scheduled per site.
Perform other duties as considered appropriate and consistent with the mission of Mission Housing, including working at occasional community-building activities, programs and events, as needed, during or outside regular business hours.
Accurately complete and submit timecards by deadlines, weekly/monthly service reports, grant reports, incident report, activities budgets, program reporting, and any other required paperwork/reporting needed for the department.
Responsible for creating and updating Grant reporting and resident files documentation, Department reporting/Mission Housing’s sale force database and HAS/One System.
Submit accurate monthly reconciliations to accounting department in a timely manner.
Conduct surveys to assess resident needs, tabulating survey results to evaluate programs in order to plan relevant programs for the communities that you serve.
Create monthly calendars of events and activities, producing outreach flyers and quarterly newsletters to keep the community informed if applicable.
Responsible for maintaining a current and updated outlook calendar of activities at assigned sites.
Maintain thorough resident files on all work performed, follow up and document outcomes.
Attend appropriate internal and external meetings as assigned by supervisor or Department Head. Such meetings may include: Resident Services Department Meetings, Staff Training, Programs Supportive Housing Network meetings, Public Hearings, Community Meetings, etc.