Resident Service Coordinator
VOA Chesapeake

COMPANY OVERVIEW

Volunteers of America Chesapeake & Carolinas empowers self-reliance and inspires hope. As a church without walls, we do this through personalized housing, ministry, health, and human services that benefit vulnerable individuals, their families and the community. Founded in 1896 in Baltimore, MD by social reformers, Ballington and Maud Booth, we were one of the first of over 30 affiliates of Volunteers of America - one of the nation's largest and most comprehensive human services organizations.

Our founders envisioned a movement dedicated to reaching and uplifting all people. On behalf of the organization, the Booths pledged "to go wherever we are needed, and do whatever comes to hand". Their declaration continues to guide Volunteers of America's impact on "Helping America's most vulnerable".

Through a dedicated and committed team of more than 850 employees and thousands of volunteers, we provide critical care, support services and hope to thousands of people each year throughout Virginia, Maryland, the District of Columbia and the Carolinas. We firmly believe our employees drive the success of the organization. Through our diversity, equity and inclusion efforts (DEI), we endeavor to attract, engage and retain qualified, diverse, compassionate individuals to join our journey and experience a work environment that offers challenging, stimulating and financially rewarding opportunities.

JOB SUMMARY

The Resident Services Coordinator reports to the Vice-President, Carolinas (or designee) and is responsible for the day-to-day operational needs and customer service on behalf of all residents of the property as well as community residents who utilize the location's services. This includes the management of the Resident Services Center and the corresponding activities associated with the provision of resources identified as available for resident and community use.

RESPONSIBILITIES:

• Address tenant complaints - escalating requests for assistance as needed - and document, noting what has been done to remediate tenant concerns and by whom.
• Maintain updates and communication to VP regarding tenant updates and dwelling conditions. (Communication will also be expected to be reported to DOO in the absence or proxy of the VP.)
• Building and maintaining lasting relationships with community stakeholders that VOA CC partners with that will provide additional services and support efforts to the residents/tenants.
• Providing outreach and recruitment for resident applicants and programming.
• Connecting residents with outside resources through referrals and community linkages.
• Developing and facilitating additional workshops, programs and partnerships, including free-of-charge partnerships with other organizations, wherever possible, to bring additional services to Lewis Place residents.
• Maintaining the existing relationship and partnership with churches or other community organizations for holiday events and celebrations.
• Developing community services opportunities for Lewis Place residents
• Providing trained volunteers to support programming after approval and documentation
• Overseeing communications with tenants about programming, including monthly calendars, newsletters, and other relevant information
• Overseeing program budget matters
• Maintaining records of attendance
• Assisting with special events, including but not limited to National and Local holidays and celebrations. (RSC will work closely with DE&I team of VOACC to receive further support and notification of special events)
• Working with the on-site property manager to address lease violations concerns, refer reasonable accommodations requests to 504 coordinators per the Reasonable Accommodation and Modification Process, and household barriers relating to employment, health, education, financial planning, and accessing affordable foods.
• Meeting on a regular basis and coordinating with Owner's representatives in the development, implementation and periodic updating of programs and services.

Additional Duties:

Youth Enrichment Program :

• Provide no cost educational and academic assistance during the afternoon to community residents to include -
  • Homework Power Hour
  • Educational Activities
    • Character Building
    • Leadership Skills
  • Financial Literacy
    • How to Save (allowances)
  • Teen Employment Readiness
    • Resume Writing
    • Job Interviews
    • Effective Communication

• Enhanced Coordinated Services (via referrals, Community Resource Board)
  • Emergency Rent Assistance -via outside resources when funding is available
  • Emergency Utility Assistance
  • Food and Clothing Assistance
  • Crisis Intervention Referral
  • GED online

EFFECTS ON RESULTS

• To ensure the academic, financial, and vocational needs of residents and the community client satisfaction is achieved. Individuals will be supported in being participatory members of their community according to their interests.
• All services are provided in a manner consistent with Volunteers of America Chesapeake's core values, mission, and principles as well as in accordance with policies, procedures, practices and licensing standards.

Qualifications

REQUIREMENTS

• A high school diploma and at least two years of services and financial sourcing experience; Associate's degree preferred.
• Resident Services training as outlined in the applicable HUD guidance is preferred and will be required annually upon hire.

PHYSICAL REQUIREMENTS:

The physical requirements described below are representative of those that must be met by employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• The ability to safely operate a motor vehicle to transport oneself, consumers, and program supplies as necessary.
• The physical ability to travel to assigned locations, stand, stoop, bend, reach, pull, push, lift, grasp, climb, talk, see, hear and perform basic and light home maintenance activities, and operate office equipment.
• Operating office equipment requiring continuous or repetitive hand/arm movements.
• The ability to remain in a sitting position for extended periods of time.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

KEY SKILLS

• Knowledge of fair housing practices and regulations a must.
• Experience working with clients that fit the eligibility requirements of the property
• Customer service skills

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