Resident Services Coordinator II - Hana Gardens and Miraflores El Cerrito & Richmond, CA

Job Details Level: Experienced Job Location: Hana Gardens - Senior Living (926) - El Cerrito, CA 94530 Position Type: Full Time Education Level: High School Degree or equivalent Salary Range: $26.79 - $31.26 Hourly Travel Percentage: Occasional travel during the workday Job Shift: Day Job Category: Nonprofit - Social Services Position Summary The Resident Services Coordinator II (RSC II) operates as an experienced practitioner responsible for delivering EHRSI's tiered service bundles (universal, targeted, intensive) across multiple properties or mixed-demographic communities. The RSC II provides first level support independently across all service domains, adapting coaching-based practice to diverse resident populations while managing a more complex caseload of 60-80 active relationships. The RSC II bridges direct service delivery and program coordination—ensuring fidelity to EHRSI's tiered bundles, executing warm handoffs to partner-delivered specialists, and providing informal mentorship to RSC I staff. With greater autonomy and multi-site accountability, the RSC II troubleshoots service delivery challenges, identifies resource gaps across properties, and contributes directly to partnership coordination and continuous improvement efforts. Impact The ability to deliver consistent, high-quality services across multiple properties and mentor emerging practitioners directly impacts EHRSI's mission by ensuring service fidelity at scale, strengthening partnership effectiveness, and building organizational capacity for sustainable growth. Role Parameters Caseload Ratio: Approximately 60-80 active resident relationships across 2-3 properties (aligned to 1:150 family, 1:125 senior, 1:100 PSH ratios) Deployment: Multi-site coverage; assigned to a cluster of properties with diverse populations (family, senior, or mixed) Transition Note: In 2026, RSC II roles stabilize multi-site delivery within existing staffing, focusing on partnership coordination and equity-driven service refinement. From 2027 onward, RSC II becomes formally integrated into regional hub structures, supported by Partner-Delivered Specialists (Youth, Health, Financial Coaching) and central functions (Training & QA, Outcomes & Analytics, Resident Voice, Partnership Development). Essential Duties and Responsibilities 1. Service Delivery and First Level Support (Across Domains) Deliver Tier 1 Universal Programs independently across multiple sites: Design and facilitate site-appropriate community-building activities adapted to resident demographics Coordinate afterschool programs, youth leadership activities, and parent engagement workshops across properties Deliver financial literacy series, employment readiness workshops, and digital inclusion programming Organize health fairs, wellness initiatives, and preventive health education adapted to population needs Ensure program consistency across sites while maintaining cultural responsiveness Provide coaching-based first level support independently across all service domains: Housing Stability: Lead lease compliance conversations, mediate complex property management concerns, coordinate emergency rental assistance across sites Economic Stability: Facilitate in-depth budgeting coaching, support job search processes, navigate complex benefits enrolment Health and Wellness: Provide health insurance enrolment support for complex cases, coordinate appointment scheduling, support medication adherence Digital Inclusion: Troubleshoot technology issues across devices and platforms, teach intermediate digital skills Youth and Family: Deliver after-school programming across age groups, facilitate parent workshops, connect families to specialized services Execute warm handoffs to partner specialists independently for intensive or specialized services. When other service organizations are not available, may deliver direct services within scope of practice and under supervision. 2. Crisis Response, Safeguarding & Complex Case Management Handle crisis intervention independently, applying advanced de-escalation and trauma-informed techniques Report child, dependent adult, and elder abuse and neglect according to California State law as a mandated reporter Work with property staff, families, and community agencies to identify and address resident problems before they reach crisis proportions Manage multi-barrier cases requiring coordination across multiple service providers Escalate complex or high-acuity situations to Supervisor with clear documentation and recommended next steps Document crisis incidents accurately in CRM within 48 hours Provide informal coaching to RSC I staff on crisis response protocols 3. Partnership Coordination & Referral Management Build and manage relationships with partner organizations across multiple service domains Obtain appropriate releases to interact with others on behalf of residents; maintain confidentiality appropriately Execute warm handoff protocols independently: assess needs, make quality referrals, facilitate smooth transitions Monitor referral outcomes in CRM: track appointment attendance, service completion, resident satisfaction Conduct needs assessments across assigned sites to identify service gaps Train RSC I staff in resource navigation and partnership relationship-building Develop and maintain comprehensive lists of available community resources Participate actively in partnership coordination meetings 4. Trauma-Informed Practice & Resident Relationship Building Model trauma-informed, strengths-based engagement across diverse populations Build trust-based relationships with residents across multiple properties Use motivational interviewing and coaching-based approaches to support residents Recognize and respond to resident stress indicators, mental health concerns, trauma symptoms Coach RSC I peers on supportive communication, boundary-setting, and self-care practices Maintain confidentiality and professional boundaries at all times Integrate resident voice into program design and service adjustments 5. Data, Outcomes & Equity Ensure high-quality data entry across all assigned sites in EHRSI's CRM (Salesforce) within 48 hours Track and analyze outcome trends across properties: housing stability, economic mobility, health & wellness Submit reports in an accurate and timely manner Maintain all reporting requirements set by funding and/or governmental agencies Use outcome data to refine outreach strategies and identify populations experiencing inequitable outcomes Disaggregate outcomes by demographics to support equity analysis Serve as a local data champion, supporting RSC I staff with CRM protocols Maintain program files and records with required completeness (equal to or greater than 95%) 6. Property Management Collaboration & Site Team Integration Serve as an active member of site teams across multiple properties, working collaboratively with property managers and site staff to meet property needs and resolve resident problems Facilitate information flow across sites and between departments Work with residents to resolve conflicts with neighbors Coordinate recreational, cultural, and social activities in coordination with property operations staff 7. Team Collaboration, Mentorship & Organizational Learning Provide informal mentorship to RSC I staff: share lessons learned, model best practices, support skill development Participate actively in team meetings, supervision sessions, and reflective practice forums Flag operational challenges to Supervisor: caseload imbalances, partnership performance issues, resource gaps Represent assigned sites in planning discussions and partnership meetings Attend all staff meetings, training sessions, and other appropriate meetings and conferences as required Participate in relevant local, regional, state and/or national organizations as assigned Actively participate in EHRSI's culture of inclusivity Supervisory Responsibilities Provides informal mentorship and coaching to RSC I staff May coordinate volunteers, interns, or community partners for specific programs No formal HR authority; escalates performance concerns to Supervisor Education and/or Experience 2-4 years of experience in human services, community development, social services, or related fields OR equivalent combination of education and experience Demonstrated competency in multi-site coordination and complex case management Preferred Skills and/or Abilities Preferred Experience working with diverse populations across multiple property types Crisis and mental health experience Experience conducting community assessments and applying conflict management techniques Training in trauma-informed care, housing first principles, harm reduction Required Skills and Abilities Advanced Domain Literacy: Strong working knowledge of housing, economic, health, digital, and youth and or family support domains Independent Practice: Ability to deliver services autonomously across multiple sites with minimal supervision Coaching & Mentorship: Demonstrated ability to mentor less experienced staff and model best practices Technology Proficiency: Proficient with MS Office and CRM systems (Salesforce preferred); strong data entry and analysis skills Cultural Competency: Proven ability to adapt services to diverse populations and demographics Problem-Solving: Strong analytical skills; ability to troubleshoot service delivery challenges independently Interpersonal Skills: Excellent communication, relationship-building, and conflict resolution abilities Organizational Skills: Ability to manage complex workload across multiple sites; strong time management Commitment to Equity: Demonstrated commitment to equity, inclusion, and resident-centered service delivery Preferred Skills and Abilities Knowledge of services available in local counties Understanding of federal and state entitlement programs Experience with permanent supportive housing and complex needs populations Ability to speak a second language preferred Demonstrated ability to establish trusting, confidential relationships Ability to work independently and as part of a team Ability to work some evenings and weekends, as required Certificates, Licenses, Registrations Must have access to reliable transportation to travel during the business day to Eden properties, training sites, and retail stores Language, Math & Reasoning Skills Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, government regulations, loan documents, financial reports, regulatory agreements, and other legal documents. Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information to top management, public groups, and officials, and/or boards of directors. Ability to calculate figures and amounts such as discounts, interest, proportions, percentages. Ability to produce budgets and analyze financial reports, income statements and perform cost analyses. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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. The employee frequently is required to stand and walk. Employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. 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. Job Description Revision This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position. Eden Housing is an equal opportunity employer. Eden Housing does not discriminate based on race, color, religion, sex, disability, familial status, national origin, or any other arbitrary basis. #J-18808-Ljbffr Eden Housing