Resident Service Coordinator

Location:  Westview Towers - Knoxville, TN

Resident Service Coordinator Introduction:

Resident Service Coordinators proactively educate and provide referrals and services to residents that include frail and at-risk residents in Affordable/ HUD subsidized housing. Resident Service Coordinators empower residents to live independently and exercise an individual’s Right to Self Determination. Resident Service Coordinators provide residents with quality federal, state and community-based referral services that meet resident needs to successfully age in place. It is essential that a Resident Service Coordinator demonstrates exemplary customer service and social service skills, as the Resident Service Coordinator is often the liaison between residents, the community and community service providers. Personal and interpersonal professional skills build strong relationships with community service providers to ensure clients receive the most appropriate services to meet resident needs. Resident Service Coordinators will conduct comprehensive non-clinical intake and assessments of residents to assess for wellness and social needs, and connect residents with appropriate providers and services. Resident Service coordinators help residents to identify, access, and coordinate services (such as personal care services), and will provide follow-up monitoring of those services to include follow-up communication with service providers. Resident Service Coordinators must be able to apply critical thinking skills, work independently at work locations and demonstrate autonomy.

I. CORE FUNCTIONS OF A RESIDENT SERVICE COORDINATOR INCLUDE, BUT ARE NOT LIMITED TO:

• Conduct comprehensive, non-clinical assessments of residents for wellness and social needs.
• Help residents to identify, access, and coordinate services (such as personal care services), to include monitoring of services provided and follow-up communication with service providers.
• Monitoring the receipt and follow through of services, to include encouraging and motivating resident engagement with providers and participation in their own care/services management.
• Proactively developing and arranging of educational/preventative health programs and services for residents.
• Develop and sustain partnerships with the Area Agency on Aging, the Aging & Disability Resource Connection, community-based supportive service providers and other community stakeholders where available.
• Maintain an up-to-date resource directory with all local service providers.
• Exercise professionalism within the property management team through excellent communication and customer service skills.

II. DAILY ADDITIONAL RESPONSIBILITIES AND EXPECTATIONS:

• Manage and maintain daily online time card entries
• Meet and maintain strong partnerships with property management
• Attend monthly department meetings
• Utilize online documentation program and document resident case management service daily
• Understand and be able to navigate local, state and federal benefits and entitlements
• Adhere to HUD required CEU and training requirements
• Must be able to travel locally and attend annual conferences (Note: Some may require air travel)
• Must have a valid driver’s license and reliable transportation (Note: non reimbursable local offsite community networking is required)
• Adhere to Quality Assurance guidelines, recommendations, and HUD reporting requirements
• Meet Quality Assurance established standards of practice

III. OTHER RELATED DUTIES:

• Resident Service Coordinators may be asked to participate in additional duties by their supervisor that directly relate to the service coordination unit and/or other duties as assigned.
• Resident Service Coordinators will report to a Regional Supervisor and follow Quality Assurance recommendations and guidelines under the direction of the department Director
• Resident Service Coordinators are required to adhere and acknowledge documents below: - NHE Employee Handbook - HUD’s Service Coordinators in Multifamily Housing Program Resource Guide - NHE Quality Assurance Documentation Reference Guide - NHE Resident Service Coordination Policy and Procedure Manual

IV. REQUIRED MINIMUM QUALIFICATIONS:The minimum requirements for service coordinators in multifamily housing are a bachelor’s degree in social service related field (or meet HUD required work experience), knowledge of and training in elderly and disability services, knowledge of referral processes, demonstrated working knowledge of local services for the elderly and people with disabilities, and two or three years of social service delivery experience. It is preferable for service coordinators to have direct experience working with elderly populations or persons with disabilities. Training in cultural competency and bilingual skills are also assets for many service coordinator positions.

V. OTHER KNOWLEDGE, SKILLS AND ABILITIES:

Language & Writing SkillsAbility to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and residents.

Mathematical SkillsAbility to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; Ability to calculate figures and amounts such as discounts, interest, and percentages.

Reasoning AbilityAbility to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Critical decision making and application of service coordinator code of ethics is an essential standard of practice and must be embraced, practiced and applied in all professional relationships with residents, customers, and peers.

Physical demandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

VI. WORK ENVIRONMENT:Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

VII. PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear; and while performing the duties of this job, the employee will regularly experience wrist motion. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Climbing stairs is required occasionally. Specific vision abilities required by this job include close vision acuity including ability to view a computer terminal and read, and prepare and analyze data and figures, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

VIII. POLICIES AND PROCEDURESThe employee in this job must be knowledgeable about the company's policies and procedures as described in the company Employee Handbook.

About NHE, Inc.

As a diverse real estate management company, we appreciate the importance that professionalism, caring service and relationships have on providing quality services to residents and property owners alike. We work to provide superior service by capitalizing on our vast experience, dedicated employees and investments in technology, training and certification.

Based in Greenville, South Carolina, NHE is a leader in homeowner association management services, multi-family and apartment management solutions, and consults with owners and operators to determine best practice operations.

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