Resident Service Coordinator
Location: Windham House - Aiken, SC
**This position is 32 hours per week.
Resident Service Coordinator Introduction:
Resident Service Coordinators proactively educate and provide referrals and services to residents that include frail and at-risk residents in Affordable/ HUD subsidized housing. Resident Service Coordinators empower residents to live independently and exercise an individual’s Right to Self Determination. Resident Service Coordinators provide residents with quality federal, state and community-based referral services that meet resident needs to successfully age in place. It is essential that a Resident Service Coordinator demonstrates exemplary customer service and social service skills, as the Resident Service Coordinator is often the liaison between residents, the community and community service providers. Personal and interpersonal professional skills build strong relationships with community service providers to ensure clients receive the most appropriate services to meet resident needs. Resident Service Coordinators will conduct comprehensive non-clinical intake and assessments of residents to assess for wellness and social needs, and connect residents with appropriate providers and services. Resident Service coordinators help residents to identify, access, and coordinate services (such as personal care services), and will provide follow-up monitoring of those services to include follow-up communication with service providers. Resident Service Coordinators must be able to apply critical thinking skills, work independently at work locations and demonstrate autonomy.
I. CORE FUNCTIONS OF A RESIDENT SERVICE COORDINATOR INCLUDE, BUT ARE NOT LIMITED TO:
- Conduct comprehensive, non-clinical assessments of residents for wellness and social needs.
- Help residents to identify, access, and coordinate services (such as personal care services), to include monitoring of services provided and follow-up communication with service providers.
- Monitoring the receipt and follow through of services, to include encouraging and motivating resident engagement with providers and participation in their own care/services management.
- Proactively developing and arranging of educational/preventative health programs and services for residents.
- Develop and sustain partnerships with the Area Agency on Aging, the Aging & Disability Resource Connection, community-based supportive service providers and other community stakeholders where available.
- Maintain an up-to-date resource directory with all local service providers.
- Exercise professionalism within the property management team through excellent communication and customer service skills.
II. DAILY ADDITIONAL RESPONSIBILITIES AND EXPECTATIONS:
- Manage and maintain daily online time card entries
- Meet and maintain strong partnerships with property management
- Attend monthly department meetings
- Utilize online documentation program and document resident case management service daily
- Understand and be able to navigate local, state and federal benefits and entitlements
- Adhere to HUD required CEU and training requirements
- Must be able to travel locally and attend annual conferences (Note: Some may require air travel)
- Must have a valid driver’s license and reliable transportation (Note: non reimbursable local offsite community networking is required)
- Adhere to Quality Assurance guidelines, recommendations, and HUD reporting requirements
- Meet Quality Assurance established standards of practice
III. OTHER RELATED DUTIES:
- Resident Service Coordinators may be asked to participate in additional duties by their supervisor that directly relate to the service coordination unit and/or other duties as assigned.
- Resident Service Coordinators will report to a Regional Supervisor and follow Quality Assurance recommendations and guidelines under the direction of the department Director
- Resident Service Coordinators are required to adhere and acknowledge documents below:
- NHE Employee Handbook
- HUD’s Service Coordinators in Multifamily Housing Program Resource Guide
- NHE Quality Assurance Documentation Reference Guide
- NHE Resident Service Coordination Policy and Procedure Manual
IV. REQUIRED MINIMUM QUALIFICATIONS: The minimum requirements for service coordinators in multifamily housing are a bachelor’s degree in social service related field (or meet HUD required work experience), knowledge of and training in elderly and disability services, knowledge of referral processes, demonstrated working knowledge of local services for the elderly and people with disabilities, and two or three years of social service delivery experience. It is preferable for service coordinators to have direct experience working with elderly populations or persons with disabilities. Training in cultural competency and bilingual skills are also assets for many service coordinator positions.
V. OTHER KNOWLEDGE, SKILLS AND ABILITIES:
Communication & Writing: Ability to read, understand, and communicate information effectively with residents, customers, and team members through verbal and written communication.
Mathematical Skills: Ability to perform basic mathematical calculations, including percentages, discounts, and interest.
Reasoning & Decision-Making: Ability to follow written and verbal instructions, solve routine problems, exercise sound judgment, and uphold professional and ethical standards in all interactions.
Physical Requirements: Ability to regularly sit, stand, walk, use hands, and communicate effectively. Occasional reaching, bending, climbing, and lifting/moving up to 25 pounds may be required. Must be able to meet the visual demands necessary to perform job duties. Reasonable accommodations may be provided for individuals with disabilities.
VI. WORK ENVIRONMENT:
Ability to read and interpret safety, operating, maintenance, and procedural documents; prepare routine reports and correspondence; and communicate effectively with employees and customers. Ability to perform basic mathematical calculations, apply algebra concepts, follow written and verbal instructions, and solve practical problems in standardized situations.
VII. PHYSICAL DEMANDS
Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. This position requires prolonged sitting, frequent hand and wrist use, and occasional standing, walking, bending, reaching, stair climbing, and lifting up to 25 pounds. Visual requirements include the ability to work at a computer and review data.
VIII. POLICIES AND PROCEDURES The employee in this job must be knowledgeable about the company's policies and procedures as described in the company Employee Handbook.
BENEFITS
All full-time employees are eligible to participate in our benefits program. NHE offers:
- HDHP Health Insurance Plan
- PPO Health Insurance Plan
- Vision Insurance
- Dental Insurance
- Short-Term Disability
- Long-Term Disability
- Group Life Insurance
- Health Savings Account (offered for HDHP plan)
- Flexible Spending Account (FSA)
- Employee Assistance Program (EAP)
- 401k Retirement plan
- 12 Paid Holidays (includes Birthday Holiday)
- Up to 130 hours of PTO
About NHE, Inc.
As a diverse real estate management company, we appreciate the importance that professionalism, caring service and relationships have on providing quality services to residents and property owners alike. We work to provide superior service by capitalizing on our vast experience, dedicated employees and investments in technology, training and certification.
Based in Greenville, South Carolina, NHE is a leader in homeowner association management services, multi-family and apartment management solutions, and consults with owners and operators to determine best practice operations.
EOE
