Resident Services Specialist (CDI - Multiple Positions)

Resident Service Specialist

The Resident Service Specialist is a non-supervisory position that provides case management and outreach, conducts household assessments, and makes referrals that address family and/or individual needs. Outreach, assessments, and referrals will promote resident stability, independence, health, and self-sufficiency for residents who reside in public housing, housing choice vouchers, or tax credit units. The Resident Service Specialist is committed to working with people in a non-judgmental, non-intrusive, and confidential way that promotes resident empowerment, autonomy, and dignity. The Resident Service Specialist promotes safe living environments and encourages the community's growth to better meet the needs of individual residents in housing communities by increasing access to resources and facilitating self-advocacy.

Examples of Duties

Essential Duties + Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained.

• Be available onsite to residents at assigned location(s), which may include Opportunity Home's public housing facilities.
• Establishes and maintains relationships with the residents of the assigned location(s) as a means of being a resource for the property. Coordinates and promotes activities that create a sense of community between the residents and the property.
• Facilitates orientation, intake, and assessment for new families enrolling in programs as assigned.
• Provides short-term and/or long-term case management as determined by individual program requirements and agency needs.
• Meet with residents to identify barriers to self-sufficiency and assess physical, social, and economic conditions to develop service plans for programs as assigned.
• In a timely manner, electronically document all activities and outcomes in data tracking systems as required by Opportunity Home, HUD, and state or local rules.
• Periodically evaluates programs by assisting with data collection and reporting; prepares program reports on a monthly/quarterly/annual basis using preferred software or digital systems as assigned.
• Participates in coordinating activities for the participants of assigned programs, including facilitating program events and scheduling program activities (such as budget workshops, food distributions, health/wellness events, and/or employment networking events).
• Develops and maintains a comprehensive network of education, training, financial and economic development, health/wellness, and other supportive services as determined by program requirements and resident needs.
• Explains CDI programs, housing programs, MTW activities, and other pertinent information by creating newsletters, email blasts, conducting phone calls, hosting informational meetings, and contacting residents door-to-door.
• Organizes special activities, facilitates groups, and hosts recreational events to promote resident wellness. Activities may include arts and crafts, exercise classes, tours, dances, or other activities as programs require.
• Arranges transportation as needed for residents to attend various functions, programming, and services.
• Maintains a working knowledge of Opportunity Home policy and procedures to assure residents have a clear understanding of changes that may affect their residency.
• Attends and actively participates in case staffing and agency meetings, as requested.
• Follow up on all referrals in a timely manner to ensure that adequate and appropriate services are provided.
• Actively recruit residents for the assigned program on an as-needed basis to ensure the program is operating at optimal capacity.
• May drive a passenger van to transport residents and/or help obtain accessible transportation for residents when necessary, such as VIA, Handi-Lift, and the like.
• Develops linkages with community service organizations and programs.
• Keeps current regarding available community resources and federal, state, and local programs and fulfills required education and training requirements.
• Works with the management team to identify residents who need assistance; supports resident retention; promotes educational and wellness activities for residents; provides a safe community; fosters and builds a sense of community.
• Advocates for residents and acts as a liaison between residents and property management as well as with the community.
• Encourages residents' self-advocacy and empowerment in meeting their social, psychological, physical, economic, and other self-sufficiency needs.
• Reports unsafe conditions and follows mandated reporting requirements for adult and child protective state statutes.
• Presents department presentations/orientations to participants and social service providers.
• Assists with policy and procedural development of special programs.
• Researches and implements effective and efficient methods for case management and program operations.
• Cross-train with all CDI programming.
• Assists with the development of marketing tools for program awareness.
• Familiarity with contract guidelines
• Emergency Preparedness
• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees.
• Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.
• Recognize the significance of a data-driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustees, Data Domain Stewards, Data System Custodians, Data Stewards, and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.
• Employees are expected to use Generative AI solutions ethically and responsibly.
• Other duties as assigned.

Behavioral Competencies This position requires the incumbent to exhibit the following behavioral skills.

1. Values Driven | Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.
2. Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.
3. Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.
4. Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning. Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.
5. Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization's team building events.
6. Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Typical Qualifications

Education

Required

• One (1) or more years of college with coursework in social work, business, public administration, communication, or a related field.
• An additional two (2) years of related experience may be considered in lieu of education requirements.

Experience

Required

• Two (2) years of experience in case management, social services, or other related experience.
• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications including but not limited to One Drive, Outlook, Word, Excel, and PowerPoint, or MAC or PC desktop equivalent, is acceptable.
• Successful completion of a criminal history background check, education, and work history verification, and drug screening test.

Preferred Education and Experience

• Bilingual, including the ability to speak, write, and read in Spanish.
• Ability to learn cloud technologies such as LucidChart for diagrams, workflow, and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates

Required

• Self-Suff