Resident Service Coordinator

About Burbank Housing:

Burbank Housing is the largest affordable housing organization in the North Bay. Since our start in 1981, Burbank has developed, managed, and serviced a portfolio of over 70 affordable housing communities across Sonoma and Napa Counties.  Affordable housing offers a home to individuals and families earning between 30% - 60% of the region's Area Median Income (AMI).

The Resident Services Department collaborates closely with our Property Management Department to support our residents' well-being and housing stability. We also work closely with various Community Organizations that span areas of youth and family services, health and wellness, housing stability, and community engagement and resiliency.

Job Summary:

The Resident Services Coordinator (RSC), under the supervision of the Director of Resident Services (DRS) and in close collaboration with Resident Services Manager(s) (RSM) and Resident Service Coordinators, manages the resident services programming at an assigned portfolio of Burbank Housing affordable housing sites. The RSC will be responsible for the coordination and facilitation of specific, on-site programming within their assigned portfolio. Examples of specific programming include food distributions, digital literacy programming, congregate dining programming, financial wellness programming, and mental and physical wellness classes.

Additionally, the RSC provides service coordination to individuals, families, and elderly residents through linkages to appropriate services with qualified service providers in the surrounding community.  Service linkages may include assisting residents in accessing physical, mental health & substance abuse treatment, applying for all mainstream benefits, finding in-home care, accessing preventive health & wellness screening, assisting with employment searches and job training and skills development, and providing other needed services that will increase the resident’s level of healthy being and enable them to retain their housing.

This position will predominantly work with our senior housing portfolio, which includes properties in Windsor, Healdsburg, Santa Rosa, Cotati, and Sonoma Valley. Specific expertise in working with older adults is preferred.

Major Job Duties and Responsibilities:

1.      Coordinate and facilitate on-site programs at respective properties, ensuring accessibility and maximum engagement for all residents.

2.      Coordinate referral services to other community agencies to all residents at buildings assigned in the portfolio.

3.      Work with Property Management to conduct resident intake at move-ins.

4.      Work individually with households that have self-referred or been referred by Property Management and need assistance. Collaborate with residents to support their housing stability and well-being.

5.      Develop a comprehensive understanding of resident needs (conduct needs assessments, community meetings, etc.) to offer residents the opportunity to assist their community and guide them towards appropriate services and resources.

6.      Develop and maintain a comprehensive list of resources (employment, education, social service agencies etc.) available in the larger community (Sonoma and Napa Counties) for residents’ benefit.

7.      Work closely with Property Management personnel to problem-solve tenant issues before they reach the eviction process. 

8.      Create and distribute materials, fliers, and calendars, notifying residents of specific programming or services happening on-site or in the larger community.

9.      Utilize the Dial My Calls (text and voice) messaging system to communicate with residents.

10.   Distribute and collect surveys or needs assessments.

11.   Recruit, manage, and utilize volunteers to support program and service needs at properties.

12.   Collect required data for designated program components and record data in the database accurately and timely.

13.   Track and report outcomes of programs and services regularly as required.

14.   Support the Communications Department with the creation of resident services collateral for social media, internal and external newsletters, and website.

15.   Support Resident Services Manager(s) with grant submissions.

16.   Report child, dependent adult and elder abuse and neglect according to state law.

General Responsibilities:

17.   Work collaboratively with others in a team environment, respecting and valuing their perspectives and contributions.

18.   Identify, assess, select, develop, and maintain referral partnership relationships with local service resource agencies that effectively assist residents in achieving their life opportunity objectives.

19.   Function effectively in an environment with diverse cultures, multiple perspectives, and lines of authority.

20.   Accurately identify/assess resident assets and needs to connect them effectively to resources and help them set personal goals.

21.   Effectively organize and facilitate meetings and community gatherings.

22.   Demonstrate high verbal, writing, and listening skills.

23.   Perform essential computer functions using Microsoft Word, Excel, and Outlook.

24.   Demonstrate a basic understanding of how to work with people with mental health, disabilities, substance abuse, and sensitive personal issues.

25.   Maintain professional boundaries while building trusting relationships with residents and staff.

26.   Demonstrate exceptional customer service skills to all residents, staff, and partner agencies

27.   Other duties, as assigned.

Minimum Qualifications:

·        Education – Bachelor’s degree, preferably in human services, social welfare, sociology or related field, organizational development, or equivalent combination of education and/or experience.

·        Bilingual – ability to speak Spanish fluently.

·        Ability to empathize with residents and staff while still enforcing community policies and the lease/rental agreement.

Desired Qualifications:

·        Master’s degree in Social Welfare, Sociology, or related field.

·        Work experience in client case management, social welfare, or direct services provision.

·        Familiarity with the Affordable Housing Industry.

Required Skills/Abilities:

·        Ability to work cooperatively and effectively with a diverse group of people (partners, vendors, employees, and residents).

·        Excellent verbal and written communication skills.

·        Self-directed organizational and time management skills.

·        Commitment and enthusiasm toward achieving Burbank Housing’s Mission and Vision Statements.

Qualifications Requirements: 

The requirements listed above are representative of the knowledge, skills, and/or ability required.  Reasonable accommodation may be provided (except experience levels) to enable individuals with disabilities to perform essential job functions.

Other Requirements: 

1.    Possession of a valid California Driver’s License, maintaining a satisfactory driving record, reliable personal transportation, and automobile insurance per requirements of the State of California.

2.    Satisfactory criminal background history.

Supervisory Responsibilities: None.

Working Conditions:

Physical Demands:

§  Must be able to walk for extended periods of time, up to 1 -2 miles a day.

§  Must be able to lift up to 25 lbs. throughout the day.

§  Able to drive between office, home office and other BH properties in the portfolio.

Work environment:

-        The majority of time is spent at property sites, the rest is spent in a sedentary office environment.

-        Requires regular off-site travel to assigned properties.

Position type and work schedule:

This one-year, full-time assignment will probably last for an extended period. The work schedule is Monday thru Friday, from 8:30am to 5:00pm, with ½ hour meal period. This is an in-house position with the ability to work remotely as needed.

Note:

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.