Resident Services Coordinator- Serving Families

OVERALL JOB OBJECTIVE:

The Resident Services team fosters healthy and thriving communities and promotes opportunity for residents through a combination of strategic programming and community partnerships. Resident Services focuses on the social determinants of health, including housing stability, education, economic development and mobility, health and wellness, and population-specific services (families, seniors, people with disabilities, and people exiting homelessness). The Resident Services team provides support to 2,100 households across 40 housing communities. Resident Services promotes well-being, decreases inequities, increases protective factors, and helps all people thrive.  

Reporting to the Resident Services Manager, this position is responsible for developing and implementing programs and services to support and improve the quality of life for families, including parents of young children (ages 0-5), people with disabilities, and formerly homeless living in BHP’s housing communities. Responsibilities include assessing individual and community strengths and needs, designing and implementing services to meet resident needs, and providing case management to assist parents to reach their goals. The Resident Service Coordinator provides case management and coaching and acts as a liaison between service providers and residents by providing information, referrals, and coordination of community services to assist residents to meet the needs and attain their goals in the areas of parenting, education, and economic empowerment. The position also works with applicants to BHP’s Bringing School Program for families with young children. 

HIRING RANGE AND BENEFITS:  

Hiring Range: $25 - $29/hour DOQ  

Applications will be accepted through May 16, 2025.  

We know our employees are our most important resource, in addition to rewarding and meaningful work we enjoy:  

• Medical, dental, vision health plans.  

• Retirement benefits that include PERA defined benefit plan plus 401k and 457 plans.  

• Paid life insurance.  

• Employee wellness program.  

• Long term disability  

• 13 paid holidays per year plus vacation and sick leave.  

• Summer Fridays (if applicable)  

• Excellent work-life programs, such as flexible schedules, training opportunities, and more.  

COMPETENCIES: 

• Resource Coordination- Advanced service coordination expertise for serving families, including assessment and evaluation of needs; promotion of the five protective factors; interdisciplinary collaboration; childcare and preschool care navigation; benefits acquisition including TANF, Medicaid, CCAP; crisis management and problem solving; coaching to meet goals; motivational interviewing; ethical leadership; technology integration; and cultural competencies. 

• Interpersonal Skills: Interpersonal Skills – Commits to finding ways to work with a wide array of people and finds ways to adjust to working in different situations and with people who have different styles. Establishes and maintains effective working relationships based on mutual trust, respect, and cooperation. 

• Peer Relationships – Can quickly find common ground and solve problems for the good of all, can solve problems with peers easily, gains trust and support of peers, encourages collaboration, can be candid with peers. 

• Dealing with Ambiguity – can effectively cope with change, can shift gears comfortably, can decide and act without having the total picture, isn’t upset when things are up in the air, doesn’t have to finish things before moving on, can comfortably handle risk and uncertainty. 

• Self-Knowledge – is personally committed to and actively works to continuously improve him/herself, understands that different situations and levels may call for different skills and approaches, works to deploy strengths, works on compensating for weakness and limits. 

• Customer Service – Commits to providing exemplary customer service. Able to show empathy, patience, and possess a positive attitude. Able to evaluate situations and find effective solutions. Unshakeable levels of professionalism, integrity, and confidentiality. 

• Communication Skills - Able to convey complex information verbally and in writing in a professional, clear, and concise fashion using correct grammar and punctuation.  Able to navigate conflict and have difficult conversations with staff, peers, and residents.  Understands and practices the principles of active and effective listening.  Strives to constantly improve communication skills. High level of attention to detail and accuracy. 

• Time Management - Strong organizational and prioritization skills. Practices regular, predictable attendance. High level of attention to detail and accuracy. Self-motivated, proactive, and resourceful. 

DUTIES AND RESPONSIBILITIES: 

1. Provide service coordination to individual residents to promote protective factors, including social connections, understanding of child development, quality of life. Prioritized areas of service coordination include housing stability, economic development, and health and wellness. Activities include: 

• Conducting needs assessments to identify the social, health, and wellness needs of residents.  

• Developing individual service plans based on assessments. 

• Providing information and assistance with applications for public benefits and entitlements.   

• Providing case management services, including connecting residents to appropriate community resources and services. 

• Working with other BHP staff to review residents' status, consulting with site teams and communicating with service providers and/or family members regarding residents' needs. 

• Assisting property managers with lease and building community issues. 

• Maintaining an annual work plan, monthly program reports, and reports on outcome measures. 

• Coordinating activities for interns or volunteers as assigned. 

2. Develop, implement, support, and monitor a variety of educational, social services, health and safety, and recreation programs to benefit the residents of the BHP community. This includes: 

• Supporting community organizations to provide effective onsite programming to residents. 

• Assessing residents with program needs in various ways, including informal surveying, needs assessments, and community meetings. 

• Researching and developing strong partnerships with community service providers. 

• Collaborating with BHP’s Activities Coordinator to plan and organize activities to engage residents and promote a healthy community.  

• Coordinating, publicizing, and promoting programs.   

• Serving on community planning boards and participating in professional organizations representing BHP when appropriate. 

3. Promote community building and leadership development with residents. This includes: 

• Conducting individual assessment interviews and community meetings with residents of assigned sites to identify personal and community needs and assets, and to gain resident participation in community problem-solving and on-site programming. 

• Assisting residents to create informal support networks among themselves with family and friends. 

• Encouraging community contributions through volunteer opportunities. 

• Promoting communication with residents and community building at assigned sites through newsletters, written announcements, educational programs, and community meetings. 

4. Participate in BHP team meetings focusing on investigating and resolving community, maintenance, and resident issues. 

5. Work with other BHP departments to develop policies and procedures to promote resident cooperation and lease compliance. 

6. Represent BHP through participation in professional organizations, meetings, and public speaking events. 

7. Perform related duties as required by management to meet the needs of BHP.  

8. Take proper safety precautions, anticipate unsafe circumstances, and act accordingly to prevent accidents. Responsible for the safety of self, others, materials, and equipment.  Uses all required safety equipment. 

BHP is committed to hiring employees who provide good customer service; our employees communicate courteously and responsively and provide effective and efficient service to the public and co-workers. 

CHAIN OF SUPERVISION:  

(1) TITLE OF IMMEDIATE SUPERVISOR: Resident Services Manager 

(2) TITLE(S) OF POSITIONS OVER WHICH THIS POSITION HAS DIRECT SUPERVISION: None 

MACHINES AND EQUIPMENT USED IN WORK INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING:  

Personal vehicle, personal computer, telephone, photocopy machine, facsimile machine, and calculator. 

REQUIRED QUALIFICATIONS: 

Bachelor’s degree and two or more years’ experience in service coordination and/or human services or equivalent. Knowledge of community resources and ability to foster positive relationships with community partners. Knowledge of and/or experience working with individuals with special needs such as people with disabilities, people who have experienced homelessness, and seniors. Knowledge of state and federal benefits, such as Medicaid, Medicare supplemental plans, Old Age Pension, Social Security Income, Social Security Disability Income, etc. Demonstrated time management and organizational skills. Knowledge of and use of good customer service skills. Ability to work independently and to assume responsibility for completion of complex workload without close supervision. Familiarity with computer programs, such as Word, Excel, and Outlook. Valid Colorado driver’s license and an acceptable motor vehicle record. Acceptable background information, including criminal history.  

DESIRED QUALIFICATIONS:   

Masters of Social Work (MSW) degree strongly preferred; degree in gerontology, psychobiology, counseling or related field.  Demonstrated ability to advocate, organize, problem-solve and provide results in a professional environment. Knowledge of community building principles and processes. Knowledge of mental health. Bilingual in English/Spanish. 

WORKING CONDITIONS: 

Physical Demands: This position works at housing sites and occasionally in an office setting.  At housing sites there may be an occasional need to lift up to 10 pounds and to work in inclement weather.  This position may involve some travel between the BHP central office and housing sites. In the office it is primarily sedentary physical work requiring the ability to lift a maximum of 10 pounds; occasional lifting, carrying, walking, and standing; frequent hand/eye coordination to operate personal computer and office equipment; vision for reading, recording, and interpreting information; speech communication and hearing to maintain communication with employees and residents.  

Work Environment: At housing sites, throughout the city of Boulder, may on occasion encounter fumes and/or loud noise.  Works in a clean, comfortable environment in the office.   

Equipment Used: Frequently uses standard office equipment including personal computers, calculators, printers, fax and copy machines. 

BHP is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, creed, national origin, ancestry, disability, military status, genetic information, marital status, or any other status protected by applicable state or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.