Resident Services Coordinator I (32 hours/week) - Light Tree II, East Palo Alto

Wage Range: Minimum $26.79 - Maximum $31.26 an hour

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

EDUCATION and/or EXPERIENCE

Required:

• 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

Preferred:

• 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

 

 

SKILLS and/or ABILITIES

 

Required Skills and Abilities

• Domain Literacy: 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
• Coaching-Based Practice: Ability to apply trauma-informed, strengths-based approaches; active listening and non-judgmental communication skills
• Technology Proficiency: Proficient with MS Office (Microsoft Word, Excel, Outlook); experience with CRM systems (Salesforce helpful)
• Cultural Competency: Ability to work effectively with diverse populations; comfort adjusting communication styles to meet residents' backgrounds and experiences
• Interpersonal Skills: Strong communication, relationship-building, and conflict resolution abilities; patience and empathy when working with residents facing multiple barriers
• Organizational Skills: Ability to work independently and as part of a team; good time management and prioritization skills
• Commitment to Equity: Demonstrated commitment to equity, inclusion, and resident-centered service delivery; commitment to recognizing residents' knowledge and experience as a valuable resource

Preferred Skills and Abilities

• 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

 

CERTIFICATES, LICENSES, REGISTRATIONS

• Must have access to reliable transportation to travel during the business day to Eden properties, training sites, and retail stores

 

LANGUAGE, MATH & REASONING SKILLS

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.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. Employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

 

Specific vision abilities required by this job include close vision and ability to adjust focus.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

JOB DESCRIPTION REVISION

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position.

 

Eden Housing is an equal opportunity employer. Eden Housing does not discriminate based on race, color, religion, sex, disability, familiar status, national origin, or any other arbitrary basis