Resident Services Coordinator (SRO)

Job Description

Job Description

Job Title: Resident Services Coordinator (Single Room Occupancy)
Location:                    San Francisco --  Park View and Main Office
Department:             Resident Services Department
Reports To:                Program Manager, Resident Services
Job Status:                 Full-time, Non-Exempt

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Summary:

Reporting directly to the Resident Services Program Manager, the Resident Services Coordinator’s primary purpose is to provide support services to the served population as part of the Integrated Services Network (ISN) and Continuum of Care (CoC) programs. The goal of these services is to support the served population in retaining their housing or move to other appropriate housing.

The Resident Services Coordinator (RSC) works in coordination with on-site Property Management, third party and local agencies to address the broad array of client needs. The RSC acts primarily as a care coordinator and client case manager and may perform duties that include housing retention and stabilization, outreach, prevention and harm reduction, crisis intervention, health education, referral for substance abuse and mental health counseling, and benefits counseling. The RSC works with on-site administrative staff dedicated to various housing programs, ensures program funds are used according to grant requirements, and maintains quality assurance of case files. 

Mission Housing's Resident Services component seeks to foster healthy communities and promote self- sufficiency by improving community relations, facilitating access to resources, and providing opportunities for personal goal achievement for residents of Mission Housing’s communities. Employees may be assigned the responsibility of more than one site.

Job Duties and Responsibilities:

Community Resources :

• Coordinate and provide care that is safe, timely, effective and client-centered
• Handle case assignments
• Determine case closure
• Help residents achieve wellness and autonomy
• Arrange assistance and intervention with social services, health and governmental agencies
• Keep track of residents’ progress and ensure satisfaction
• Record residents’ case information and produce reports
• Adhere to professional standards as outlined by our protocols, rules and regulations
• Identify the strengths of residents for asset-building and personal development as well as their needs for supportive services.
• Meet with residents on an individual and as-needed basis to establish work plans and document progress.
• Research, identify, and link residents with resources such as rental assistance, annual recertification and any other required documentation for property management, transportation, adult education, health services, and employment assistance, etc.
• Maintain confidential records of resident interactions and referrals made.
• Establish relationships with government and community service providers.
• Inform and assist residents with obtaining benefits such as SSI, Medicare, food stamps, and prescription drug assistance.
• Work closely with Property Management staff to identify specific supportive needs as related to housing retention (lease violations and household stability).
• Provide community resource information to new residents upon move-in.
• Compile information and eligibility requirements for neighborhood and City-wide resources.
• Organize community resource displays with information and applications.
• Assist with planning and coordinating fundraising activities that support assigned sites and for the goals of Mission Housing.

Services, Programs and Activities:

• Implement core programs and services objectives outlined in the Resident Services Program model, along with services required via regulatory and grant agreements.
• Explore and provide on-site educational speakers, workshops, and activities about health issues, financial literacy, computer training, job searching, and other life skills.
• Work with Property Management to schedule and coordinate the usage of Community Room space and oversee programs and activities conducted.
• Recruit and supervise volunteers to assist with programs.
• Create opportunities for residents to get involved with community activities.
• Coordinate resident training for leadership roles, such as developing and implementing beneficial programming.
• Organize on- and off-site community-building events.
• Create opportunities for residents to access technology training and computer access.
• Assist in the referral process for parties that may require mediation services such as Community Boards, the bar association of San Francisco and others to resolve conflicts between residents.
• Facilitate activities for holidays such as Thanksgiving dinners and end-of-year holiday celebrations and others.
• Exchange resources with other Resident Services staff and collaborate on programs and community-building activities, as appropriate.
• Produce and maintain a monthly calendar of events and activities scheduled per site.
• Perform other duties as considered appropriate and consistent with the mission of Mission Housing, including working at occasional community-building activities, programs and events (i.e., annual on-property community activities, Carnaval, Sunday Streets, fundraisers, etc.) – as needed or assigned, during or outside regular business hours.

Description of Services, Programs and Activities Objectives:

The RSC shall provide Support Services to the total number of residents as described in Appendix B, Budget during the term of this grant.   Support Services are voluntary and shall be available to all residents of the building. Support Services shall include, but are not limited to the following:

1. Outreach: The RSC   shall engage with residents to provide information about available Support Services and invite them to participate.   The RSC shall contact each resident at least three times during the first 60 days following placement. The RSC shall document all outreach and attempts. 

1. Intake and Assessment: The RSC shall coordinate with Property Management during the initial intake for units and participate in orientation meetings with Property Management. If possible, The RSC shall establish rapport with residents prior to move-in to support residents during the application and move-in process. The RSC shall coordinate with resident’s current support service provider(s) to ensure a successful transition into housing.  

The RSC intake of residents shall include, but is not limited to, a review of the resident’s history in the Online Navigation and Entry (ONE) System, gathering updated information from the residents, and establishing strengths, skills, needs, plans and goals that are participant-centered and supportive of housing retention. The intake shall take place at the same time of the interview with Property Management, on a separate date or time coordinated with Support Services during the application period, or within no more than 30 days of move-in. 

The RSC shall conduct an annual assessment of the service needs of the program participants who remain in the project for more than a year and should adjust services accordingly. 

The RSC shall complete annual assessments in ONE for program participants. Information that must be confirmed at the time of the update and revised if there has been a change includes income, benefits receipt, and employment status. Other changes such as the development of a disabling condition or a change in household composition should be recorded at this time if not previously recorded. 

1. Basic Case Management: The RSC shall provide case management services to residents with the primary goal of maintaining housing stability, including ongoing meetings and counseling to establish goals, develop services plans that are residents-driven without predetermined goals, provide referrals and linkages to off-site support services, and track progress toward achieving those goals. The RSC shall document case management meetings, engagement, and progress. 

1. The RSC shall connect each resident with resources needed to be food secure as they live independently.
2. The RSC shall refer residents to and coordinate services within the community that support progress toward identified goals. This may include providing information about services, calling to make appointments, assisting with applications, providing appointment reminders, following up/checking in with households regarding the process, and, as necessary, re-referral. The RSC shall communicate and coordinate with outside service providers to support housing stability.
3. The RSC shall provide benefits advocacy to assist residents with obtaining and maintaining benefits, including, but not limited to, cash aid, food programs, medical clinics and/or in-home support.
4. The RSC shall work to identify residents in need of intensive short-term behavioral health treatment and refer said residents to the UCSF Roving Team and/or Permanent Housing Advanced Clinical Services (PHACS).

1. Housing Stability Support: The RSC shall outreach to and offer on-site services and/or referrals to all residents who display indications of housing instability, within a reasonable timeframe. Such indications include, but are not limited to, annual recertification, discontinuance from benefits, non-payment of rent, lease violations or warnings from Property Management, and conflicts with staff or other residents. The RSC shall work with residents, in conjunction with Property Management, to resolve issues that put residents at risk for eviction. The RSC shall assist with the de-escalation and resolution of conflicts, as needed. The RSC shall document Housing Stability outreach and assistance provided. 

1. Coordination with Property Management: The RSC shall assist residents in communicating with, responding to, and meeting with Property Management. This may include helping a resident to understand the communications from Property Management, annual recertification, helping to write requests, responses, or complaints to Property Management, and attending meetings between the residents and Property Management to facilitate communication. 

If a resident is facing housing instability, The RSC shall coordinate with Property Management to find creative ways to engage with residents to prevent housing loss. The RSC shall utilize the HSH Nonpayment of Rent Guidance, and other PSH best practices, as an ongoing resource.

The RSC shall ensure there is a process in place for receiving timely communication from Property Management and copies of correspondence (e.g., notices, warning letters, lease violations, etc.) issued. RSC shall have a structured written process for engaging residents who receive such notices.  

1. Wellness and Emergency Safety Checks: The RSC shall conduct Wellness and/or Emergency Safety Checks in accordance with HSH policy to assess a residents’ safety when there is a reason to believe there is immediate and substantial risk due to a medical and/or psychiatric emergency.  

1. Support Groups, Social Events and Organized Activities: 

1. The RSC in conjunction with Property Management and Third-Party Agencies shall plan groups, events, and activities with input from residents to build community engagement, develop peer support, share information, form social connections or to celebrate significant events.  RSC shall post and provide to residents a monthly calendar of events. 
2. The RSC in conjunction with Property Management and Third-Party Agencies shall conduct monthly community meetings for residents, in coordination with Property Management, during which residents may discuss building concerns and program ideas with representatives from both Support Services and Property Management staff.
3. The RSC shall periodically assess the needs of residents with Property Management and other teams at the building to develop programming that will help residents maintain stability and enjoy their housing.  

1. Exit Planning: If a resident is moving out of the building, The RSC shall engage residents in exit planning to support the residents’ successful transition out of the program. The exit plan shall depend on the residents’ needs and preferences, and may include establishing a link to services in the community.   

1. The RSC shall abide by CoC program regulations, policies, and procedures set forth by HSH and utilize the CoC and ESG Desk Guide as an ongoing resource.