Resident Services Coordinator (FULL TIME - 40 HOURS PER WEEK)

RAINBOW HOUSING ASSISTANCE CORPORATION•New York, NY

About The Position

The Resident Services Coordinator enhances residents’ quality of life at one of Related’s affordable housing communities by connecting them with essential services and fostering a supportive community. The role supports a 144-unit multifamily community and helps residents maintain independence and improve health outcomes, requiring strong resident engagement, sound judgment, and professional, compassionate navigation of complex needs. The coordinator provides individualized assistance, organizes community activities and communications, maintains confidential resident records, and tracks referrals and outcomes for reporting and program evaluation. The position also coordinates with internal and external partners to assess resident needs, gather feedback, facilitate referrals under the NYCHA Social Services Plan, and help residents navigate NYCHA Section 8 recertification processes. The role requires maintaining professional boundaries, using conflict-resolution and de-escalation techniques, and escalating sensitive matters when appropriate.

Requirements

At least 2 years of experience in social service programs.
Excellent interpersonal communication, organizational, and problem-solving skills.
Proficiency in Microsoft Office and web-based reporting systems, and ability to assist residents with online applications, digital resources, and technology-based services.
Strong conflict-resolution and de-escalation skills, with the emotional resilience to remain composed, compassionate, and assertive during challenging interactions.
Ability to work independently, manage competing priorities, recognize when escalation is necessary, and collaborate effectively with internal teams and external partners.
Passion for delivering quality services and preserving affordable housing.
Accountability and reliability, including ownership of projects and outcomes, precision and attention to detail, resilience, proactive problem-solving, and ongoing learning and development; fosters collaboration and a resident-centered environment.
Ability to work a Tuesday–Saturday schedule, initially anticipated to be 9:00 a.m.–5:00 p.m., subject to operational and resident service needs.

Nice To Haves

Bachelor’s degree in social work, psychology, gerontology, public health, or a related field; relevant work experience may substitute.
Experience working in low-income communities.
Bilingual proficiency in Spanish, Mandarin, or Cantonese.

Responsibilities

Provide individualized assistance through scheduled office hours, proactive outreach, needs assessments, referrals, follow-up, and warm handoffs to service providers and specialists.
Organize and promote resident activities, events, and communications, including monthly calendars and newsletters.
Maintain accurate, confidential resident files, service logs, and incident reports; track resident needs, referrals, follow-up, and outcomes.
Prepare and submit supporting files and monthly reports for external resident service providers, and track outcomes and service data for internal reporting.
Liaise with internal and external stakeholders to conduct resident needs assessments, capture feedback, and facilitate referrals under the NYCHA Social Services Plan.
Advocate for residents by addressing barriers to service delivery and coordinating referrals to public benefits and supportive services offered by city, state, federal, and local nonprofit agencies.
Assist residents with NYCHA Section 8 annual and interim recertification navigation, including use of the NYCHA Self-Service Portal, scanning and uploading documents, and referrals for program-specific questions and determinations.
Build trusting relationships with residents from diverse backgrounds, including residents who may be hesitant to engage.
Maintain professional boundaries and use emotional resilience, conflict resolution, and de-escalation techniques; escalate sensitive or complex matters as appropriate.
Coordinate with Rainbow Housing Assistance Corporation, NorthStar Engagement, Hudson Guild’s Fulton Center, the Fulton Tenant Association board, NYCHA, and Related Affordable Management colleagues to connect residents with services and programming.