Resident Services Coordinator II

Title : Resident Services Coordinator II

Reports To : Resident Services Manager

Department : Community Programs

Location : Oakland, CA

Schedule : Monday through Friday


Travel : Local travel may be required


Employee Status : Regular, Full-Time, Non-Exempt


Union : N/A

Supervises : N/A

Benefits

Two weeks of paid vacation a year, sick time, 14 holidays, up to five floating holidays based on employee status, medical and dental benefits on the first of the month following 30 days of employment, life insurance policy at no cost to employee (with the option of increasing policy amount), flexible spending account for medical and dependent care costs, commuter benefits, 403(b) with employer match, and other benefits. We foster a joyful workplace and offer opportunities for professional development and growth.


Agency Summary

The Unity Council is a non-profit Social Equity Development Corporation with an over 60-year history in the Fruitvale neighborhood of Oakland. Our mission is to promote social equity and improve quality of life by building vibrant communities where everyone can work, learn, and thrive.


Our programs aim to provide the community with the tools, knowledge, and resources to transform their lives and ultimately achieve their long-term educational, career, and financial goals. These holistic programs and services reach more than 10,000 individuals and families annually in five languages. Programs include early childhood education, youth mentorship and leadership development, employment services, career readiness training, housing and financial stability, senior citizen services, affordable housing and neighborhood development, and arts and cultural events. Our work expands beyond the Fruitvale district and now reaches across Oakland and into Contra Costa County. The Unity Council employs a diverse workforce of more than 300 people who reflect the linguistic, cultural, and ethnic identity of the communities we serve.


Position Summary

The Resident Services Coordinator II (RSC II) is a mid-level resident services professional responsible for delivering, coordinating, and monitoring on-site resident services at affordable housing communities operated or supported by The Unity Council. This position builds upon foundational resident services experience and exercises a higher level of independence, judgment, and leadership in supporting housing stability, community engagement, and access to supportive services.

The RSC II provides direct services to residents, coordinates on-site programming, manages service partnerships, supports data collection and reporting requirements, and works closely with Property Management and external service providers to ensure services are delivered in alignment with executed Services Agreements, funding requirements, and organizational standards. This role supports mixed-income, family, senior, and special needs populations, including formerly homeless households and Veterans. At veteran-serving sites, the Resident Services Coordinator II will assume full responsibility for veteran-focused service delivery, including functions traditionally performed by external case management partners.

Essential Duties and Responsibilities

The duties and responsibilities include, but are not limited to the following:

Resident Support & Housing Stability

• Conduct resident needs assessments and develop individualized or household service plans.
• Provide one-on-one support, advocacy, referrals, and follow-up related to housing stability, benefits access, health and wellness, workforce readiness, and quality-of-life needs.
• Identify early warning signs of housing instability (e.g., rent issues, lease violations, behavioral concerns) and coordinate proactive interventions with Property Management.
• Support residents in understanding tenant rights, lease obligations, and available supportive resources (non-legal guidance only).
• Respond to crises and emergencies, including de-escalation, mandated reporting (child, dependent adult, or elder abuse), and coordination with emergency or crisis response systems.

Veteran Services (Primary Responsibility at Veteran-Serving Sites)

• Serve as the primary on-site service provider for veteran households, assuming duties previously provided by external case management partners.
• Conduct psychosocial and housing stability assessments for veteran residents and develop individualized action plans to support housing retention, self-sufficiency, and well-being.
• Provide direct assistance to veteran residents in accessing VA benefits, healthcare, mental health services, substance use treatment, legal assistance, transportation, employment, education, and income supports.
• Provide crisis intervention and ongoing problem-solving support for veteran residents experiencing behavioral health, tenancy, or safety-related challenges.
• Collaborate closely with Property Management to address veteran housing stability concerns, including lease compliance, rent challenges, and neighbor disputes.

Community Building & Programming

• Plan, coordinate, and implement culturally responsive on-site programs, workshops, classes, and community-building activities aligned with resident needs and Services Agreement requirements.
• Coordinate and support resident meetings (at least quarterly), including outreach, agenda development, facilitation support, interpretation coordination, documentation, and follow-up.
• Support resident leadership development, volunteer engagement, and resident councils or associations, as applicable.
• Ensure veteran households are fully integrated into resident meetings, programming, leadership opportunities, and community activities.

Service Coordination & Partnerships

• Serve as a liaison between residents, Property Management, internal Unity Council programs, and external service providers.
• Recruit, coordinate, and monitor external service providers and community partners delivering on-site services.
• Participate in regular interdisciplinary and quarterly meetings with Property Management to address resident needs, safety concerns, service planning, and housing stability trends.
• Ensure all service delivery complies with site protocols, community room policies, and applicable Services Agreements.

Workforce Development & Resource Navigation

• Support residents with job readiness activities, employment referrals, education and training connections, and access to financial coaching and stability resources.
• Facilitate linkages to Unity Council programs and external resources serving families, seniors, youth, veterans, and special-needs populations.

Data, Documentation & Compliance

• Maintain accurate, timely, and confidential resident service records, including case notes, assessments, service plans, and releases of information.
• Track service participation, referrals, and outcomes using designated data systems (e.g., Salesforce or other required platforms).
• Prepare and submit required monthly, quarterly, and annual reports in accordance with executed Services Agreements, funding requirements, and organizational standards.
• Support compliance with service contracts, grants, and quality assurance expectations.

Language Access & Equity

• Provide language support to residents in accordance with organizational Language Support Policies, including verbal interpretation and translation of resident services materials when qualified.
• Ensure services are delivered equitably and are culturally and linguistically responsive to the resident population.

Additional Duties

• Support orientation of new residents to available services and community resources.
• Assist with service planning, annual service plans, and budgeting inputs as requested.
• Attend required staff meetings, trainings, and professional development activities.
• Perform other related duties as assigned.

Qualifications

Education

• High School Diploma or GED required
• Associate's or Bachelor's degree in Social Work, Human Services, Psychology, Community Development, Gerontology, or a related field preferred

Experience

• Minimum 2-4 years of experience in resident services, social services, case management, or community-based programming, preferably in affordable housing or supportive housing settings
• Experience working with diverse populations, including families, seniors, and/or residents with disabilities, chronic health conditions, or histories of homelessness
• Experience coordinating on-site programs and community partnerships

Knowledge & Skills

• Knowledge of affordable housing environments and housing stability principles
• Familiarity with public benefits systems and community resources in Alameda County and the Bay Area
• Understanding of trauma-informed care, harm reduction, Housing First principles, and crisis intervention
• Strong organizational, communication, and problem-solving skills
• Ability to facilitate meetings and community gatherings
• Proficiency with Microsoft Office (Word, Excel, Outlook) and data tracking systems; Salesforce experience preferred
• Ability to work independently and collaboratively in a multidisciplinary environment

Language & Cultural Competency

• Bilingual capability (e.g., English/Spanish or other community languages) strongly preferred or required based on site needs
• Demonstrated cultural humility and commitment to equity and inclusion

Technical

• Proficient in Microsoft Office and data entry systems.
• Experience in Yardi Preferred
• Experience in Salesforce Preferred

Other

• Flexible schedule, including occasional evenings/weekends.

Values

• Commitment to The Unity Council's mission of equity and inclusion.

Physical Requirements

• Must be able climb stairs, reach, bend, lift 20-30 pounds, crawl, kneel, stoop, twist, grasp with hands and fingers materials, use arms and legs, able to walk, climb ladders if applicable.
• Regularly required to sit for long periods of time, and occasionally stand and walk;
• Regularly required to use hands to operate computer and other office equipment;
• Close vision required for computer use.
• Visual acuity for reading documents, data entry, and resident records.
• Frequent movement between office, residential units, and community spaces.
• Ability to sit, stand, and walk for extended periods during the workday.
• Occasional outdoor activity during resident or community events.

Pre-Employment Requirements

• Background/fingerprints
• Reference Checks

This description is not intended to be construed as an exhaustive list of duties, responsibilities or requirements for the position. This position may change or assume additional duties at any time.

*** Please submit your cover letter and resume. ***

The Unity Council is an Equal Opportunity Employer.