Wage range: $25.45 - $29.69

POSITION SUMMARY 

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.

 

Working under supervision of the RSM, the RSC I delivers Tier 1 universal programs directly (workshops, wellness checks, community events), provides coaching-based first level support to residents across domains, and facilitates warm handoffs to partner-delivered specialists when intensive or specialized services are needed. The role ensures accurate documentation in EHRSI's CRM (Salesforce), embeds equity and resident voice into daily practice, and contributes to EHRSI's partnership-enabled, cost-neutral service delivery model.

 

Impact: The ability to effectively coordinate first level support and facilitate appropriate specialist referrals directly impacts EHRSI's mission by allowing residents to maintain housing stability for longer periods, enhancing quality of life, and advancing equity and opportunity for all.

 

Role Parameters

Caseload Ratio: Approximately 25-60 active resident relationships at across assigned properties (aligned to 1:150 family, 1:125 senior, 1:100 PSH ratios)

Deployment: Site-based; assigned to one property (family, senior, or supportive housing)

Location: Varied property locations across EHRSI portfolio

Transition Note: In 2026, RSC I roles operate within existing staffing, focusing on tiered bundle delivery and accurate outcome tracking. From 2027 onward, RSC I becomes part of a regional operations structure supported by Partner-Delivered Specialists (Youth, Health, Financial Coaching) and central functions (Training & QA, Outcomes & Analytics, Resident Voice, Partnership Development).

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

1. 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 and 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 and  Family: Deliver after-school programs, facilitate parent workshops, connect families to school resources, and identify developmental or behavioral concerns requiring specialist support

Recognize when first level support is insufficient and initiate referrals to partner-delivered specialists under supervision (legal aid, clinical health navigation, behavioral health counseling, intensive employment services, specialized youth programming). When other service organizations are not available, may deliver direct services within scope of practice and under supervision.

 

2. Crisis Response, Safeguarding and  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


• Mediate 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

 

3. 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

 

4. Trauma-Informed Care and  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

 

5. Data, Outcomes and  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%)

 

6. Property Management Collaboration and 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


• Assist residents and property operations staff in understanding resident needs


• Work with residents to resolve conflicts with neighbors


• 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

 

7. Team Collaboration and  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

 

SUPERVISORY RESPONSIBILITIES 

None directly; may coordinate volunteers for specific events