Resident Services Coordinator (Single Room Occupancy)

About the Role

Summary:
Reporting directly to the Resident Services Director or 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 managers, 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.

Job Duties and Responsibilities:

Community Resources:

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.

Services, Programs and Activities:

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.

Description of Services, Programs and Activities Objectives:

The RSC shall provide Support Services to the total number of residents as described in Appendix B, Budget during the term of this grant. Support Services are voluntary and shall be available to all residents of the building. Support Services shall include, but are not limited to the following:

Outreach: The RSC shall engage with residents to provide information about available Support Services and invite them to participate. The RSC shall contact each resident at least three times during the first 60 days following placement. The RSC shall document all outreach and attempts.

Intake and Assessment: The RSC shall coordinate with Property Management during the initial intake for units and participate in orientation meetings with Property Management. If possible, The RSC shall establish rapport with residents prior to move-in to support residents during the application and move-in process. The RSC shall coordinate with resident’s current support service provider(s) to ensure a successful transition into housing.

The RSC intake of residents shall include, but is not limited to, a review of the resident’s history in the Online Navigation and Entry (ONE) System, gathering updated information from the residents, and establishing strengths, skills, needs, plans and goals that are participant-centered and supportive of housing retention. The intake shall take place at the same time of the interview with Property Management, on a separate date or time coordinated with Support Services during the application period, or within no more than 30 days of move-in.
The RSC shall conduct an annual assessment of the service needs of the program participants who remain in the project for more than a year and should adjust services accordingly.

The RSC shall complete annual assessments in ONE for program participants. Information that must be confirmed at the time of the update and revised if there has been a change includes income, benefits receipt, and employment status. Other changes such as the development of a disabling condition or a change in household composition should be recorded at this time if not previously recorded.

Basic Case Management: The RSC shall provide case management services to residents with the primary goal of maintaining housing stability, including ongoing meetings and counseling to establish goals, develop services plans that are residents-driven without predetermined goals, provide referrals and linkages to off-site support services, and track progress toward achieving those goals. The RSC shall document case management meetings, engagement, and progress.

The RSC shall connect each resident with resources needed to be food secure as they live independently.
The RSC shall refer residents to and coordinate services within the community that support progress toward identified goals. This may include providing information about services, calling to make appointments, assisting with applications, providing appointment reminders, following up/checking in with households regarding the process, and, as necessary, re-referral. The RSC shall communicate and coordinate with outside service providers to support housing stability.
The RSC shall provide benefits advocacy to assist residents with obtaining and maintaining benefits, including, but not limited to, cash aid, food programs, medical clinics and/or in-home support.
The RSC shall work to identify residents in need of intensive short-term behavioral health treatment, and refer said residents to the UCSF Roving Team and/or Permanent Housing Advanced Clinical Services (PHACS).

Housing Stability Support: The RSC shall outreach to and offer on-site services and/or referrals to all residents who display indications of housing instability, within a reasonable timeframe. Such indications include, but are not limited to, annual recertification, discontinuance from benefits, non-payment of rent, lease violations or warnings from Property Management, and conflicts with staff or other residents. The RSC shall work with residents, in conjunction with Property Management, to resolve issues that put residents at risk for eviction. The RSC shall assist with the de-escalation and resolution of conflicts, as needed. The RSC shall document Housing Stability outreach and assistance provided.

Coordination with Property Management: The RSC shall assist residents in communicating with, responding to, and meeting with Property Management. This may include helping a resident to understand the communications from Property Management, annual recertification, helping to write requests, responses, or complaints to Property Management, and attending meetings between the residents and Property Management to facilitate communication.

If a resident is facing housing instability, The RSC shall coordinate with Property Management to find creative ways to engage with residents to prevent housing loss. The RSC shall utilize the HSH Nonpayment of Rent Guidance, and other PSH best practices, as an ongoing resource.

The RSC shall ensure there is a process in place for receiving timely communication from Property Management and copies of correspondence (e.g., notices, warning letters, lease violations, etc.) issued. RSC shall have a structured written process for engaging residents who receive such notices.

Wellness and Emergency Safety Checks: The RSC shall conduct Wellness and/or Emergency Safety Checks in accordance with HSH policy to assess a residents’ safety when there is a reason to believe there is immediate and substantial risk due to a medical and/or psychiatric emergency.

Support Groups, Social Events and Organized Activities:
The RSC in conjunction with Property Management and Third-Party Agencies shall plan groups, events, and activities with input from residents to build community engagement, develop peer support, share information, form social connections or to celebrate significant events. RSC shall post and provide to residents a monthly calendar of events.
The RSC in conjunction with Property Management and Third-Party Agencies shall conduct monthly community meetings for residents, in coordination with Property Management, during which residents may discuss building concerns and program ideas with representatives from both Support Services and Property Management staff.
The RSC shall periodically assess the needs of residents with Property Management and other teams at the building to develop programming that will help residents maintain stability and enjoy their housing.

Exit Planning: If a resident is moving out of the building, The RSC shall engage residents in exit planning to support the residents’ successful transition out of the program. The exit plan shall depend on the residents’ needs and preferences, and may include establishing a link to services in the community.

The RSC shall abide by CoC program regulations, policies, and procedures set forth by HSH and utilize the CoC and ESG Desk Guide as an ongoing resource.

Other Services that are eligible costs:

Assistance with Moving Costs: The RSC shall provide reasonable one-time moving costs, including truck rental and hiring a moving company.

Education Services: The RSC shall improve knowledge and basic educational skills of residents through services including instruction or training in consumer education, health education, substance abuse prevention, literacy, English as a Second Language, and General Educational Development (GED).

Employment Assistance and Job Training: The RSC shall establish and operate employment assistance and job training programs or classes, and provide reasonable stipends to program participants.

Food: The RSC shall provide meals or groceries to residents, as needed.

Housing Search and Counseling Services: The RSC shall provide assistance to locate, obtain, and retain suitable housing; help understand leases, secure utilities, make moving arrangements, pay for rental application fees, mediate with property owners and landlords, and provide residents counseling and credit counseling.

Legal Services: The RSC will utilize all legal services provided by the City.  If there is no resolution, then The RSC may provide for fees charged for legal services for advice and representation in matters that interfere with the residents’ ability to obtain and retain housing.

Life Skills: The RSC shall assist residents with participating in life skills training and improving critical life management skills that are necessary for them to function independently in the community.

Mental Health Services: The RSC shall make referrals to direct outpatient treatment of mental health conditions by licensed professionals.

Outpatient Health Services: The RSC shall make referrals to direct outpatient treatment of medical conditions by licensed medical professionals.

Substance Abuse Treatment Services: The RSC will utilize all substance use services provided by the City. If there is no resolution, then The RSC may provide for costs of intake and annual assessment, outpatient treatment, group and individual counseling, and drug testing.

Transportation: The RSC shall provide the costs for residents to travel on public transportation to and from medical care, employment, or other services.

Utility Deposits: The RSC shall provide utility deposits, which must be a one-time fee, paid to utility companies.


Outcome Objectives:

At least 90 percent of participants of our services will remain in permanent housing as of the end of the operating year or exit to other permanent housing (subsidized or unsubsidized) during the operating year.

At least 80 percent of participants who are age 18 and older will maintain or increase their total income (from all sources) as of the end of the operating year or upon program exit.

85 percent of tenants served by the project will receive or maintain one or more mainstream resources, including, but not limited to, income benefits, food stamps, healthy San Francisco, City College, medical care, child support, and other services at twelve (12) month in the program or upon program exit, whichever occurs first.

100% of participants referred to services who are determined to be eligible will be outreached and offered services.

85 percent of participants served by the project will obtain or maintain health insurance at as of the end of the operating year or project exit.

80 percent of households completing an annual Resident Survey will be satisfied or very satisfied with program services (based on a four-point scale: 1 = very dissatisfied, 2 = dissatisfied, 3 = satisfied, 4 = very satisfied)

Service Objectives:

RSC shall achieve the Service Objectives listed below.

RSC shall contact each resident at least three times during the first 60 days following placement.

RSC shall actively outreach to 100 percent of households at least once every month.

Administration:

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.

Minimum 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.
Possession of a valid California Driver License with clean record.

Required Skills:

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.
Driving will be required for this position/Clean DMV record.
Preferred Skills:

Bilingual in Spanish and/or additional languages.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
Ability to lift up to 25lbs.
Must be willing to travel from various sites.
Ability to handle a significant level of stress.
Responsible to set up and clean up facilities utilized for events with occasional lifting, bending and pushing.

Work Environment:

The employee is occasionally required to stand, walk and drive.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet to moderate; construction sites may be noisy and appropriate measures should be taken to protect hearing and health on job sites.

**Disclaimer: The employer reserves the right to change or assign other duties including rotating sites if necessary.

Mission Housing Development Corporation is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, ethnic background, religion, sex, sexual orientation, age, national origin, or disabilities. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Please let us know if you need any special accommodations.

Mission Housing Development Corporation is a drug free work place as required by the “Drug-Free Workplace Act of 1988.” 

Pay: $26.00/hour to $28.00/hour, DOE; medical, dental, vision & retirement plan.

To Apply: Send cover letter and resume to hr@missionhousing.org.