Resident Services Coordinator II - Hana Gardens and Miraflores El Cerrito & Richmond, CA

Essential Duties And Responsibilities

• Service Delivery and First Level Support (Across Domains)
• Deliver Tier 1 Universal Programs Independently Across Multiple Sites
• Design and facilitate site-appropriate community-building activities adapted to resident demographics
• Coordinate afterschool programs, youth leadership activities, and parent engagement workshops across properties
• Deliver financial literacy series, employment readiness workshops, and digital inclusion programming
• Organize health fairs, wellness initiatives, and preventive health education adapted to population needs
• Ensure program consistency across sites while maintaining cultural responsiveness
• Provide coaching-based first level support independently across all service domains
• Housing Stability: Lead lease compliance conversations, mediate complex property management concerns, coordinate emergency rental assistance across sites
• Economic Stability: Facilitate in-depth budgeting coaching, support job search processes, navigate complex benefits enrolment
• Health and Wellness: Provide health insurance enrolment support for complex cases, coordinate appointment scheduling, support medication adherence
• Digital Inclusion: Troubleshoot technology issues across devices and platforms, teach intermediate digital skills
• Youth and Family: Deliver after-school programming across age groups, facilitate parent workshops, connect families to specialized services
• Execute warm handoffs to partner specialists independently for intensive or specialized services
• Crisis Response, Safeguarding & Complex Case Management
• Handle crisis intervention independently, applying advanced de-escalation and trauma-informed 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
• Manage multi-barrier cases requiring coordination across multiple service providers
• Escalate complex or high-acuity situations to Supervisor with clear documentation and recommended next steps
• Document crisis incidents accurately in CRM within 48 hours
• Partnership Coordination & Referral Management
• Build and manage relationships with partner organizations across multiple service domains
• Obtain appropriate releases to interact with others on behalf of residents; maintain confidentiality appropriately
• Execute warm handoff protocols independently: assess needs, make quality referrals, facilitate smooth transitions
• Monitor referral outcomes in CRM: track appointment attendance, service completion, resident satisfaction
• Conduct needs assessments across assigned sites to identify service gaps
• Develop and maintain comprehensive lists of available community resources
• Participate actively in partnership coordination meetings
• Trauma-Informed Practice & Resident Relationship Building
• Model trauma-informed, strengths-based engagement across diverse populations
• Build trust-based relationships with residents across multiple properties
• Use motivational interviewing and coaching-based approaches to support residents
• Recognize and respond to resident stress indicators, mental health concerns, trauma symptoms
• Coach RSC I peers on supportive communication, boundary-setting, and self-care practices
• Maintain confidentiality and professional boundaries at all times
• Integrate resident voice into program design and service adjustments
• Data, Outcomes & Equity
• Ensure high-quality data entry across all assigned sites in EHRSI's CRM (Salesforce) within 48 hours
• Track and analyze outcome trends across properties: housing stability, economic mobility, health & wellness
• Submit reports in an accurate and timely manner
• Maintain all reporting requirements set by funding and/or governmental agencies
• Use outcome data to refine outreach strategies and identify populations experiencing inequitable outcomes
• Disaggregate outcomes by demographics to support equity analysis
• Serve as a local data champion, supporting RSC I staff with CRM protocols
• Maintain program files and records with required completeness (equal to or greater than 95%)
• Property Management Collaboration & Site Team Integration
• Serve as an active member of site teams across multiple properties, working collaboratively with property managers and site staff to meet property needs and resolve resident problems
• Facilitate information flow across sites and between departments
• Coordinate recreational, cultural, and social activities in coordination with property operations staff
• Team Collaboration, Mentorship & Organizational Learning
• Provide informal mentorship to RSC I staff: share lessons learned, model best practices, support skill development
• Participate actively in team meetings, supervision sessions, and reflective practice forums
• Flag operational challenges to Supervisor: caseload imbalances, partnership performance issues, resource gaps
• Represent assigned sites in planning discussions and partnership meetings
• Attend all staff meetings, training sessions, and other appropriate meetings and conferences as required
• Attend relevant local, regional, state and/or national organizations as assigned