The primary function of the Resident Service Coordinator is to enhance the quality of life for residents by providing education and access to benefits and services, while at the same time empowering them to remain as independent and self-reliant as possible. The Resident Service Coordinator acts as a link between residents and outside service providers and agencies, and makes referrals as needed and permitted by residents to enhance their physical, financial, social, and mental wellbeing. The Resident Service Coordinator acts on behalf of RCAP Solutions Property Management Division in collaboration with the Property Manager and with the supervision of the Senior Resident Service Coordinator to develop and implement supportive services at the assigned development(s). They work as a member of the site’s management team and supervision is provided by the Senior Resident Service Coordinator. It is the responsibility of the Service Coordinator to ensure that the needs of the residents are balanced with the priorities of RCAP Solutions.
Responsibilities include, but are not limited to:
- Welcome new residents, establish contact with existing residents, and explain the resident services program, its offerings, and the RSC role in assisting residents who desire access to benefits and services.
- Identify and assess individual and family needs when appropriate; inform the resident of available resources and provide support in accessing services successfully.
- Develop and monitor service plans for residents, including their families and caregivers when possible.
- Develop and maintain an onsite resource guide of service providers available to the residents.
- Maintain accurate, timely, and confidential documentation of all clients served.
- Help set a tone of inclusion and non-discrimination in the resident community.
- Coordinate with the property management staff on issues relating to resident behavior and welfare, and project stability. Offer links and referral support when needed to maintain stable housing.
- Develop supportive professional relationships with residents to help them enhance their quality of life, empower them to develop life goals and encourage them in taking the steps to achieve self-sufficiency.
- Serve as an advocate for residents both in the building and in the community.
- Identify, assess, select, develop, and maintain referral relationships with local agencies to effectively assist residents.
- Provide supportive linkages between residents and referral agency staff when residents or agencies request assistance.
- Completes HUD Semi-Annual RSC Performance Report in an accurate, professional, and timely manner.
- Keep current with all rules, regulations, and subsequent changes to the rules for social service programs and attend meetings and seminars as required.
- Attend mandatory social service training sponsored by HUD and/or MassHousing. Complete a minimum of 36 training hours in core requirements within (12) months of initial hiring.
- Must receive certification my Massachusetts Association Resident Service Coordinators (MARSCH) within one year. Annually, thereafter, the Residential Service Coordinator must attend at least 12 hours of training.
- Respond to emergency crisis intervention during non-business hours if needed.
- Refer concerns about lease violations to the Property Manager and work as part of the management team when a resident is identified as being in jeopardy of eviction. Offer linkages and referral support to the resident to positively and quickly rectify the situation.
- Help facilitate resident meetings, community building initiatives, and social activities as desired by residents.
- Work with property manager in mediating conflicts between residents.
- Effectively communicate with residents by newsletter flyer, bulletin board, etc., making sure that communication is inclusive of language difference and the visually impaired.
- Coordinate ongoing preventative, enrichment, wellness, and other quality of life programs for the resident population in the on-site community room. Create flyers and calendars of events, markets programs to residents, and maintain a file on such activities.
- Complete other hosing and resident related assignments as directed by the supervisor.
Required Knowledge, Skills, and Abilities:
- Excellent verbal and written communication skills with the ability to communicate with all residents, management, and peers. The ideal candidate must be able to effectively communicate with individuals from diverse backgrounds.
- Ability to maintain accuracy while meeting all deadlines; the ideal candidate must be detail-oriented and organized with the ability to prioritize; and attend/participate in meetings presenting a team player approach.
- Always demonstrated commitment to exceptional customer service.
- Must maintain a high level of interpersonal skills to handle sensitive and confidential situations.
- Must be able to work in a fast-paced environment with demonstrated ability to deal with multiple competing tasks and demands.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education and/or Experience: Bachelor’s degree or higher in Social Work, Psychology, Counseling, or a related specialty. 2-4 years of case management experience with a social service agency, along with knowledge of relevant state, federal, local resources, and agencies. Bilingual preferred (Spanish/English).
- Computer Skills: Must have exceptional knowledge of computer systems and databases, Microsoft Office software including Outlook, Excel, and Word.
- Certification: Valid driver’s license and reliable transportation. Must have training in disability services, substance abuse, and mental health issues.
- Must pass a criminal background check in accordance with agency policy.
Work Environment: The Residential Service Coordinator requires an ability to work in a complex and non-traditional service setting with a diverse population. A combination of education and experience that results in knowledge of the human service system and experience working with children and families, and persons with disabilities is essential.
- Click below to email your resume and cover letter to our Human Resources department.