Resident Services Coordinator I (Part-time 24 hours/week) - Seacliff Highlands, Aptos

Summary: Eden Housing, Inc. is a nonprofit organization focused on social services, and they are seeking a Resident Services Coordinator I. The RSC I will provide first level support to residents across various service domains, ensuring housing stability, economic mobility, health and wellness, and digital inclusion. Responsibilities: - 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 - Support lease compliance conversations, mediate with property management, connect residents to emergency rental assistance, and provide housing transition guidance - Facilitate basic budgeting conversations, support job applications, assist with benefits enrollment (CalFresh, SNAP, Medi-Cal), and connect residents to employment resources - Help residents enroll in health insurance, schedule appointments, provide medication adherence reminders, conduct wellness checks, and identify when clinical intervention is needed - Troubleshoot basic technology issues (WiFi, email, passwords), teach digital literacy skills, connect residents to internet subsidy programs (ACP, Lifeline), and provide homework help - 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 - 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 - 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 - 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 - 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%) - 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 - 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 Required Qualifications: - 1-2 years of experience and/or training in human services, community outreach, customer-facing roles, or related fields - OR equivalent combination of education and experience - Entry-level candidates with strong interpersonal skills and willingness to learn will be considered - Working knowledge (or willingness to learn) of housing, economic, health, digital, and youth/family support domains—sufficient to conduct credible initial conversations, provide basic coaching, and recognize when specialist intervention is needed - Ability to apply trauma-informed, strengths-based approaches; active listening and non-judgmental communication skills - Proficient with MS Office (Microsoft Word, Excel, Outlook); experience with CRM systems (Salesforce helpful) - Ability to work effectively with diverse populations; comfort adjusting communication styles to meet residents' backgrounds and experiences - Strong communication, relationship-building, and conflict resolution abilities; patience and empathy when working with residents facing multiple barriers - Ability to work independently and as part of a team; good time management and prioritization skills - Demonstrated commitment to equity, inclusion, and resident-centered service delivery; commitment to recognizing residents' knowledge and experience as a valuable resource - Must have access to reliable transportation to travel during the business day to Eden properties, training sites, and retail stores - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, government regulations, loan documents, financial reports, regulatory agreements, and other legal documents - Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community - Ability to write reports, business correspondence and procedure manuals - Ability to effectively present information to top management, public groups, and officials, and/or boards of directors - Ability to calculate figures and amounts such as discounts, interest, proportions, percentages - Ability to produce budgets and analyze financial reports, income statements and perform cost analyses - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists - Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Preferred Qualifications: - Training or experience working with diverse cultures and specific populations (families, seniors, people with developmental disabilities, chronic mental illness, HIV/AIDS) - Crisis and mental health experience - Experience conducting community assessments, applying principles of conflict management and/or de-escalation techniques - Experience organizing community groups, events, and programs - Knowledge of services available in local counties - Familiarity with affordable housing sector and supportive services delivery models - Knowledgeable of trauma-informed care, mental health 101, housing first principles, harm reduction - Experience with permanent supportive housing - Understanding of procedures and eligibility for federal and state entitlement programs - Ability to speak a second language preferred - Demonstrated ability to establish trusting, confidential relationships - Ability to work some evenings and weekends, as required Required Skills: Trauma-Informed Care, Coaching-Based Practice, Housing Stability, Economic Stability, Health, Wellness Support, Digital Literacy Training, Youth, Family Support, CRM Systems (Salesforce), Microsoft Office Word, Microsoft Office Excel, Microsoft Office Outlook, Community Outreach, Conflict De-escalation Techniques, Federal, State Entitlement Programs, Non-judgmental Communication, Patience, Empathy, Cultural Competency, Commitment to Equity, Prioritization