Resident Service Coordinator

Job Description

Job Description

Description :

• Assumes responsibility for coordinating certain programs and activities for residents on a group basis, as directed by management.
• Serves as a liaison to community agencies, networks with community service providers, and seeks out new services available to residents.
• Identifies low-cost service providers and / or negotiates discounts for those services which are most beneficial to residents.
• Monitors the ongoing provision of services from community agencies and keeps documentation of the progress of the individual.

Manages the provision of supportive services where appropriate.

• Develops / maintains a resource directory that includes a listing of state and / or local service providers. Examples include services to elderly residents, persons with disabilities, and emergency assistance.
• Sponsors educational events (one per month) that include subjects relating to health care, agency support, life skills, fraud awareness, and referral sources.
• Implements on-site or mobile health service screenings (no less than twice per year).
• Organizes and promotes resident involvement in on and off-site programs (may be done via newsletter).
• Assists the residents in building informal support networks with family.

Requirements :

• Assumes responsibility for coordinating services for residents on an individual basis.
• Conducts Initial interviews with all new residents and informs them of services available.
• Provides quality customer service to all residents including, but not limited to, answering questions, addressing concerns, and assisting with basic needs.
• Assists residents in acquiring and utilizing desired community services such as housekeeping, meals, transportation, personal services, financial assistance, day care counseling, and other services requested while in compliance with the policies and restrictions outlined by HUD.
• HUD requires that the residents give the service coordinator written permission to advocate on their behalf, especially when resident-specific information (income, benefits, health status, etc.) may be shared.
• Ensures all residents are treated with respect and dignity and reports all complaints made by residents and / or families to their supervisor and the appropriate community manager.
• Reports all allegations of abuse to the appropriate authority and informs their supervisor and the community manager.
• Manages time semi-independently, completing all required tasks and documentation within the identified time frames.
• Works autonomously and as part of a team to ensure that residents are provided the best opportunity to successfully age in place.
• Responds to all communications in a timely and professional manner.
• Builds rapport with residents, while maintaining appropriate professional boundaries in order to assist residents to successfully live as independently as possible in place.

a. Professional boundaries as noted by HUD :

i. Provide only professional means of contact work email, phone number, and office location.

ii. Refrain from discussing the service coordinator’s personal life.

iii. Avoid the use of profanity, even if residents speak in this way.

iv. Establish clear physical boundaries.

v. Maintain professional boundaries in social settings where a resident may be encountered church, sporting event, school, restaurants, etc.

vi. Personal and professional means of social media should not be mixed. Service coordinators should not send or approve friend / follow requests from residents.

vii. The acceptance of cash, tips or any other monetary gifts from residents and / or their families is prohibited, including bequests in residents’ wills.

It is recommended that service coordinators not accept gifts of any kind.

viii. Purchasing fundraiser items such as Girl Scout cookies, candles, home-made jewelry items, etc. should only be done by a service coordinator if the service coordinator intends to purchase these types of items from all residents without preference to any given individual.

Documentation :

• Utilizes appropriate documentation system to track all work done with residents.
• Completes all required paperwork with all residents who want to utilize the Service Coordination program. Completes Care Plans / Quarterly Monitoring with residents needing referrals and follows up on all services at and after implementation.
• Maintains electronic and paper records. Prepares and submits Semi-Annual, Quarterly, and Annual performance reports, as applicable, to HUD in order to maintain funding for the Service Coordinator program at the property.

Communication with Site Staff :

• While Service Coordinators report to the Director of Compliance, they must effectively communicate with site staff on matters such as resident-related items, service events, anticipated time off, etc.
8 days ago