RESIDENT SERVICE COORDINATOR
SUMMARY:
The service coordinator (SC) is a service facilitator to residents with emphasis being placed on those who are frail and at-risk. They may provide: limited or general case management; information and referral; plan educational programs and coordinate volunteer opportunities. The SC links with supportive resources, outside service agencies and negotiates services as needed. The SC educates residents on available services and develops a network of contacts with service providers and agencies for resident referrals. The SC monitors the provision of services to residents. The SC works in conjunction with the housing manager(s) and other management staff of the facility to empower residents to age in place and remain as independent and self-reliant as possible. The SC works directly with residents, property managers and service providers at his/her property. A high percentage of the duties of this position are online; this includes supervision, clocking in/out, orientation, training, meetings and documentation.
GENERAL ASSIGNMENTS:
Conducts intakes and assessments of residents to determine needs or services. Maintains resident’s files in accordance with HUD guidelines and grant compliance;
Assists and educates residents and families of the services which may be necessary to maintain independent living with supports;
Plans, coordinates and promotes wellness educational activities for all residents; Brings wellness/preventive health screenings and clinics into the project, along with speakers on all medical and legal issues of importance to the elderly
Assists residents in strengthening/ building informal support networks among themselves and with family members;
Acts as a liaison between community agencies, service providers, family and residents;
Works as a team member with facility manager and other housing management staff in serving residents/clients;
Encourages/ and empowers residents to be proactive in meeting their social, psychological and physical needs;
Facilitates meeting of needs when necessary, but avoids the creation of unhealthy dependence;
Uses the least restrictive intervention necessary to alleviate a problem situation;
Is familiar with, the resident lease and property house rules. Informs Site Manager of any noted lease violation.May assist residents or coordinate training for residents in understanding lease and tenancy obligations;
Does not perform any duties or functions that are duly assigned to management or are associated with management responsibilities.
SPECIAL ASSIGNMENTS
Strives to uphold the mission of NHE as well as the 5 keys to NHE’s success; professionalism, caring service, relationships, integrity and fairness.
Performs service management functions for all residents needing assistance; identifies those most at risk and frail residents reaching out to offer/engage in services; Strives to meet with each resident at least once annually.
Provides general or limited case management (i.e., evaluation of social, psychological and physical needs and the development of a service plan) for a resident when such service is not being provided by the larger service community; General case management of individual residents, with emphasis on the frail and at risk, to include:
Assessment of individual needs for service, based on the activities of daily living (ADLs).
Identification of services.
Arrangement of appropriate services by serving as liaison between resident and all care givers including service providers, family, and volunteer staff.
Monitors delivery and/or follow up on the quality of services provided to ensure they are appropriate, timely and satisfactory.
On-going reassessment of resident need.
Disposition/Termination of services.
Educates residents on service availability, application procedures, resident’s rights, etc. both individually and as a group;•Communicates with supervisor to keep her informed of successes, challenges, barriers and any community engagement. Reports all suspected abuse situations to the appropriate agency and supervisor.
Meets formally or informally on a regular basis with on-site team including the Property Manager and Maintenance staff to exchange information and encourage communication.
Coordinates volunteer support programs with service organizations in the community
Advocates and may negotiate on behalf of residents for adequate, timely and cost effective provision of services;
Establishes and maintains relationships with local, state, and federal agencies and local service providers, such as the local Area Agency on Aging, Social Services, Community Action Agency, etc. Meets with a new or different agency representative at least one time per quarter or as appropriate;
Keeps a current, updated directory of community services and makes it available to residents, families and management; assists management in identifying residents who need assistance.
Attends all required training, meetings and learning events and meets with assigned mentor. Keeps accurate record of training attendance.
Documents contact with residents, providers and families; Maintains individual files on residents in an online database (AASC Online) which contains at least the following: intake information, assessment, services information, progress notes reflecting resident status, perspective and follow- up, human or civil rights abuse and resident/family progress notes; resident files are kept in a secure area to insure confidentiality.
Meets reporting deadlines, follows up on requested items, returns phone calls/emails in a timely fashion and presents a dependable, reliable persona to residents, co-workers and supervisors.
Pursues avenues for additional services/resources through private, local, state and federal sources.
Perform other duties as assigned
QUALIFICATIONS
A Bachelor of Social Work or degree in Gerontology, Psychology or Counseling is preferable or appropriate work experience is acceptable.
Two to three years’ experience in social service delivery with senior citizens and non elderly disabled. Some supervisory or management experience may be desirable.
Demonstrated ability to advocate, organize, problem-solve and provide results for the elderly and disabled served.
Intermediate level knowledge of technology to include confidence in accessing a computer with Microsoft Windows, Microsoft Outlook (email), Word (document creation), Excel (basic spreadsheet data entry),ability to complete time cards online, attend online meetings and complete required on-line training.
Demonstrated working knowledge of community services in the region with particular knowledge of the services that are provided for the population living within the facility
Proven experience in service management or facilitation, including organizing, problem- solving and advocating
Trained in the aging process, elder services, disability services, drug, alcohol and medication abuse and mental health issues
Knowledge of eligibility for applications procedures of federal and state entitlement programs
Knowledge of legal liability issues related to providing service coordination
Good communication, writing, problem solving and organizational skills in addition to strong advocacy capabilities.
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.
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 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
Work environment is in a housing community; supervision and job support is online so the employee must be able to work independently, autonomously and as an extended part of a team. The work environment characteristics described here are representative of those an employee encounters while performing 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 frequently exposed to outside weather conditions. The noise level in the work environment is usually moderate.BENEFITS
All full-time employees are eligible to participate in our benefits program. NHE offers:
Health Insurance (HDHP or PPO)
Vision Insurance
Short-Term Disability
Long-Term Disability
Group Life Insurance
Health Savings Account (offered for HDHP plan)
Flexible Spending Account (FSA)
Employee Assistance Program (EAP)
401k Retirement plan
11 Paid Holidays (includes Birthday Holiday)
Up to 130 hours of PTO
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.