Resident Service Coordinator
Location: Lakeview Apartments - Bethesda, Maryland
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. They empower residents to live independently and exercise an individual’s Right to Self Determination. Resident Service Coordinators provide 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 they are 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 appropriate services. They will conduct comprehensive non-clinical intake and assessments of residents to assess wellness and social needs, and connect residents with appropriate providers and services. Resident Service Coordinators help residents identify, access, and coordinate services (such as personal care services), and provide follow-up monitoring of those services, including follow-up communication with service providers. They must be able to apply critical thinking skills, work independently, and demonstrate autonomy.
I. CORE FUNCTIONS OF A RESIDENT SERVICE COORDINATOR INCLUDE, BUT ARE NOT LIMITED TO:
1. Conduct comprehensive, non-clinical assessments of residents for wellness and social needs.
2. Help residents identify, access, and coordinate services (such as personal care services), including monitoring of services and follow-up communication with service providers.
3. Monitor the receipt and follow-through of services, encouraging and motivating resident engagement with providers.
4. Proactively develop and arrange educational/preventative health programs and services for residents.
5. Develop and sustain partnerships with the Area Agency on Aging, Aging & Disability Resource Connection, community-based supportive service providers, and other stakeholders.
6. Maintain an up-to-date resource directory with all local service providers.
7. Exercise professionalism within the property management team through excellent communication and customer service skills.
II. DAILY ADDITIONAL RESPONSIBILITIES AND EXPECTATIONS:
1. Manage and maintain daily online time card entries.
2. Maintain strong partnerships with property management.
3. Attend monthly department meetings.
4. Utilize online documentation program and document resident case management services daily.
5. Understand and navigate local, state, and federal benefits and entitlements.
6. Adhere to HUD required CEU and training requirements.
7. Must be able to travel locally and attend annual conferences (Note: Some may require air travel).
8. Must have a valid driver’s license and reliable transportation (Note: non-reimbursable local offsite community networking is required).
9. Adhere to Quality Assurance guidelines, recommendations, and HUD reporting requirements.
10. Meet Quality Assurance established standards of practice.
III. OTHER RELATED DUTIES:
1. Participate in additional duties as assigned by the supervisor that relate to the service coordination unit.
2. Report to a Regional Supervisor and follow Quality Assurance recommendations and guidelines under the direction of the department Director.
3. Adhere to and acknowledge the following documents:
* 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 a 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 disabled, and two to three years of social service delivery experience. Direct experience working with elderly populations or persons with disabilities is preferable. Training in cultural competency and bilingual skills are also assets.
V. OTHER KNOWLEDGE, SKILLS AND ABILITIES:
Language & Writing Skills: Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; effectively present information in one-on-one and small group situations to customers, clients, and residents.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure; calculate figures and amounts such as discounts, interest, and percentages.
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Critical decision-making and application of service coordinator code of ethics is essential.
Physical Demands: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 25 pounds.
VI. WORK ENVIRONMENT:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
VII. 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:
* 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 of professionalism, caring service, and relationships in 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.
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