Resident Services Coordinator I

TELACU Residential Management, Inc. (TRM) has developed thousands of apartment homes, creating beautiful residential communities throughout California. These communities are operated by TELACU Residential Management, Inc. (TRM), which provides the highest levels of in-house oversight, security, maintenance and social service care that our residents deserve. Each community is managed with the philosophy that we are servants in their home, rather than them being guests in ours.

The Resident Services Coordinator (“RSC I”) is responsible for providing supportive service to elderly and physically challenged residents living at TELACU Residential Management (“TRM”) housing communities. RSC Level I to Level II requires evaluation of employee skill and performance levels by Director of Resident Services Programs (DRSP) and Resident Services Supervisor (RSS). Due to the nature of work assigned, the timeframe and transition will vary and in some instances an RSC Level I may be permanently allocated a RSC Level I.

 The RSC I, works with residents in a comprehensive and proactive manner to assess and identify resident needs and implements individual health-driven aging plans and educates residents on available resources. The position is an advocate for residents, manages the 504 reasonable accommodation process, and works on case management to prevent premature institutionalization to supports residents to safely age in place. 

 Responsible for creating partnerships with social services partners and health care providers facilitating care management meetings to ensure situations are coordinated across partner organizations while the aggregate need of the resident is supported through appropriate services and helps with transition plans in collaboration with hospitals, assisted living, rehabilitation facilities, nursing homes and impacted families, as needed.

Essential Job Duties  

• Serves as resident advocate when an issue arises that affects their daily lives or well-being.
• Initiates 504 process for reasonable accommodations and modifications to address residents needs and manages process to ensure timeliness of completion. Works with the 504 Coordinator and maintenance staff, as needed based on approval or denial of accommodation by completing the process with a written notification to resident of the final resolution of 504 request.
• Prepare a Supportive Services Plan. The plan must include: [1] activities and services that facilitate safely aging in place by helping participants proactively address their health and social support needs; [2] provide an ongoing benefit to maximize the impact of the funds; and [3] include the use of evidence-based programming (EBP) or evidence-informed programs.
• Supports the Resident Services Supervisor in preparing and writing grants, proposals, applications, and reporting.
• Provides case management by assessing resident’s need with self-disclosed care needs; updates support/needs in response to changing needs as residents age in place. 
• Develops resource directories for the housing community by working with property management team on outreach process and educates residents about community programs and resources.
• Makes appropriate referrals to service providers on behalf of residents.
• Creates annual calendars for ongoing education, wellness programs, compliance presentations for residents
• Regularly facilitates, participates in, and/or leads group meetings, workshops, trainings, and community engagement activities with residents, staff, and external partners. These group settings may range in size from small groups (approximately 3 participants) to large group settings (up to 60 participants or more), depending on operational and programmatic needs.
• Liaison with community, creates awareness of the resident services program and develops partnerships to support the residents. 
• Support and coordinate care for discharged residents as they transition back to their apartments. Develop networks with family and friends to support residents.
• Facilitate language services to residents with limited English proficiency via the approved company translation services. 
• Provides support to residents, to include eviction, crisis prevention, and conflict resolution.
• A member of the on-site team to ensure residents understand regulatory and lease agreement requirements, i.e., annual recertification documents, REAC/NSPIRE unit inspections, and reasonable accommodation/ modification requests/ orders.
• Actively participating in semi-annual unit inspections with the onsite team (Resident Manager and Building Maintenance and Supervisors) and discuss the findings of the unit inspections among the site team members.
• Per the HUD’s Service Coordinators in Multifamily Housing Program Resource Guide dated July 2018 states, “A service coordinator QA program provides regular, systematic monitoring and evaluation of specific aspects of the activities conducted by a service coordinator to ensure that standards of quality are being met and maintained... Among other things, QA professionals provide technical assistance and trainings to new service coordinators and service coordinators in need of additional skills or information.” Participate and attend in-person mandatory monthly staff meetings to receive trainings and department updates to obtain resources to better serve and advocate for the elderly residents in the communities. 

 OTHER DUTIES

• Timely submittal of required reports that include semi-monthly management, monthly frail, and at-risk reports, as outlined in the Operational Policies and Procedures Manual (OPPM) and HUD.
• Maintains necessary data using AASC Online; case management, progress updates, to include interactions, program participation, and sentinel events (falls, emergency department visits).
• Maintains personal resident information in accordance with applicable privacy and confidentiality requirements per policy and HUD requirements.
• Must respond to calls and/or after hours or weekends as needed by the assigned housing community.

 EXPERIENCE & EDUCATION: 

• Bachelor’s degree in Social Work, Gerontology, Psychology or Counseling, preferred or equivalent of 5+ years of work experience may be substituted.
• Ability to advocate, organize and problem-solve.
• Ability to communicate in understandable lay language at appropriate literacy and cognitive level ability by residents, both verbal and written communications.
• Understanding the needs of low-income older adults and persons with disabilities in a sensitive manner.
• Disciplined to be self-starter, work independently, and be part of a team.
• Ability to multi-task and establish priorities in a sometimes busy and stressful environment.
• Ability to establish positive and collaborative relationships with residents, staff, and community-based providers.
• Experience working with older adults and special need individuals.
• Knowledge of program and services to support the elderly and special needs population.
• Cultural competency with diverse populations, individuals from different ethnic and racial backgrounds, including working with non-English speaking adults.
• Familiarity and understanding of working with individuals with mental health needs.
• Strong verbal, written, and interpersonal communication skills.
• Bi-lingual or multi-lingual in languages most used by residents at the property.

 COMPUTER & SOFTWARE SKILLS: 

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Internet.
• Familiar with AASC Online and HUD provided Software; not preferred. 

TRAVEL: 

• Occasional local travel to corporate office and other TRM locations, program and services in the community, meetings held at other TRM locations and visits to local hospitals, Skilled Nursing Facilities (SNF), Assisted Living and rehabilitation facilities as needed.
• Must have a valid California Driver’s License, proof of current vehicle insurance and driving record that meets the Company criteria; must be able to use own vehicle in the course of work.

Physical Requirements:

Constantly (6-8 hours per day) -Sitting, Using hands to finger, handle or feel (computer operation)Occasionally (up to 3 hours per day)-Standing, Walking, Stooping/Bending, Reaching with hands and arms, Lifting of up to 20 lbs.

 Work Environment & Exposures

Position may require occasional exposure to fumes or airborne particles, vibration and loud noise levels. Will be exposed to varying weather conditions, soil, pollen, grass and plant materials and fertilizer while working; will be exposed to cleaning solutions of home strength; may be exposed to industrial strength solutions for pest control, paints or solvents.  Hazards:  Occasionally exposed to biohazards such as blood borne pathogens, sewage, building waste.

 TELACU Offers a Competitive Benefits Package:

• Medical health coverage options: Limited HMO, Full HMO and POS
• Dental coverage options: Dental HMO (DMO) and PPO
• Vision PPO insurance option
• Flexible Spending Account (FSA) for Medical Expense Reimbursement & Dependent Day Care
• 401 (k) Retirement Plan with generous employer match
• Company Paid Basic Life/ AD&D Insurance
• Voluntary Supplemental Basic Life/ AD&D Insurance
• Company Paid Long-Term Disability
• Company Paid Employee Assistance Program (EAP)
• Colonial Voluntary Supplemental Insurance Options
• Paid Time Off for Vacation, Sick and Holidays
• Education Reimbursement