Resident Services Coordinator I - 801 Alma, Nugent Square and Studio 819, East Palo Alto & Mountain View

About the role

The Resident Services Coordinator I (RSC I) is the frontline anchor of EHRSI's revitalization strategy, delivering tiered service bundles (universal, targeted, intensive) to residents at single or multiple assigned properties. The RSC I provides first level support across all service domains—housing stability, economic mobility, health & wellness, digital inclusion, and youth/family engagement—using trauma-informed, coaching-based practice to advance resident stability, mobility, and wellbeing outcomes.

Essential Duties And Responsibilities

• Service Delivery & First Level Support (Across Domains)

• Deliver Tier 1 Universal Programs Directly
• Facilitate community-building activities: workshops, wellness checks, social clubs, community events
• Coordinate afterschool programs, youth activities, and parent engagement workshops
• Provide technology access support, digital literacy training, and basic troubleshooting
• Deliver financial literacy workshops and employment readiness activities
• Organize health fairs, food distribution, and preventive wellness initiatives

• Provide Coaching-based First Level Support Across All Service Domains

• Housing Stability: Support lease compliance conversations, mediate with property management, connect residents to emergency rental assistance, and provide housing transition guidance
• Economic Stability: Facilitate basic budgeting conversations, support job applications, assist with benefits enrollment (CalFresh, SNAP, Medi-Cal), and connect residents to employment resources
• Health & Wellness: Help residents enroll in health insurance, schedule appointments, provide medication adherence reminders, conduct wellness checks, and identify when clinical intervention is needed
• Digital Inclusion: Troubleshoot basic technology issues (WiFi, email, passwords), teach digital literacy skills, connect residents to internet subsidy programs (ACP, Lifeline), and provide homework help
• Youth & Family: Deliver after-school programs, facilitate parent workshops, connect families to school resources, and identify developmental or behavioral concerns requiring specialist support

• Crisis Response, Safeguarding & Conflict Resolution

• Respond to resident crises and urgent situations using trauma-informed de-escalation techniques
• Report child, dependent adult, and elder abuse and neglect according to California State law as a mandated reporter
• Work with property staff, families, and community agencies to identify and address resident problems before they reach crisis proportions
• Follow established escalation protocols, involving Supervisor immediately for high-acuity, complex cases, or concerns about resident or child wellbeing
• Meditate conflicts between residents or between residents and property management
• Document crisis incidents accurately in CRM within 24 hours and participate in post-incident debriefs
• Maintain safety protocols and professional boundaries during high-stress situations

• Community Resource Navigation & Partnership Coordination

• Build and maintain relationships with local service providers and community partners
• Maintain up-to-date knowledge of local resource directories and eligibility requirements
• Obtain appropriate releases to interact with others on behalf of residents; maintain confidentiality appropriately
• Execute warm handoff protocols under supervision: assess resident needs, make quality referrals, introduce residents to partner staff
• Conduct follow-up with residents after referrals to ensure service connection and satisfaction
• Support residents with application processes, paperwork assistance, and eligibility screening for community programs
• Participate in partnership coordination meetings as directed by Supervisor
• Develop and maintain a comprehensive list of available community resources (employment, education, social service agencies, etc.) for residents

• Trauma-Informed Care & Resident Relationship Building

• Build trust-based relationships with residents through consistent presence, active listening, and non-judgmental support
• Apply trauma-informed, strengths-based approaches in all resident interactions
• Use motivational interviewing basics to help residents identify goals and overcome barriers
• Support resident self-efficacy: provide information and options rather than making decisions for residents
• Maintain confidentiality and professional boundaries at all times
• Recognize signs of trauma, mental health concerns, or crisis and respond appropriately with supervisor guidance
• Integrate resident voice into program adjustments and service planning discussions

• Data, Outcomes & Accountability

• Accurately document all resident interactions, referrals, service delivery, and outcomes in EHRSI's CRM (Salesforce) within 48 hours
• Track attendance, participation rates, and service utilization for all programs
• Submit reports in an accurate and timely manner
• Maintain all reporting requirements set by funding and/or governmental agencies
• Monitor progress toward resident outcome KPIs: housing stability, economic mobility, health & wellness, digital inclusion
• Support equity analysis by ensuring demographic data is accurately captured and disaggregated
• Maintain program files and records with required completeness (equal or greater than 95%)

• Property Management Collaboration & Site Team Integration

• Serve as an active member of the site team, working collaboratively with property manager and other site staff to meet property needs and resolve resident problems
• Aid residents and property operations staff in understanding resident needs
• Coordinate recreational, cultural, and social activities in coordination with property operations staff and residents, as needed
• Attend all staff meetings, training sessions, and other appropriate meetings and conferences as required

• Team Collaboration & Organizational Learning

• Participate actively in reflective practice sessions, peer learning, and case consultations
• Share relevant resident updates and service information with colleagues
• Contribute insights from frontline delivery to inform continuous improvement and program refinement
• Participate in relevant local, regional, state and/or national organizations as assigned
• Actively participate in EHRSI's culture of inclusivity

Qualifications

• EDUCATION and/or EXPERIENCE

• Required: 1-2 years of experience and/or training in human services, community outreach, customer-facing roles, or related fields OR equivalent combination of education and experience
• Preferred: Entry-level candidates with strong interpersonal skills and willingness to learn will be considered

• PREFERRED SKILLS AND ABILITIES

• Domain Literacy: Working knowledge (or willingness to learn) of housing, economic, health, digital, and youth/family support domains—sufficient to conduct credible initial conversations, provide basic coaching, and recognize when specialist intervention is needed
• Coaching-Based Practice: Ability to apply trauma-informed, strengths-based approaches; active listening and non-judgmental communication skills
• Technology Proficiency: Proficient with MS Office (Microsoft Word, Excel, Outlook); experience with CRM systems (Salesforce helpful)
• Cultural Competency: Ability to work effectively with diverse populations; comfort adjusting communication styles to meet residents' backgrounds and experiences
• Interpersonal Skills: Strong communication, relationship-building, and conflict resolution abilities; patience and empathy when working with residents facing multiple barriers
• Organizational Skills: Ability to work independently and as part of a team; good time management and prioritization skills
• Commitment to Equity: Demonstrated commitment to equity, inclusion, and resident-centered service delivery; commitment to recognizing residents' knowledge and experience as a valuable resource