Resident Services Coordinator II - Hana Gardens and Miraflores El Cerrito & Richmond, CA

DescriptionPay Range: Minimum $ 26.79 - Maximum $31.26 per hour

POSITION SUMMARY

The Resident Services Coordinator II (RSC II) operates as an experienced practitioner responsible for delivering EHRSI's tiered service bundles (universal, targeted, intensive) across multiple properties or mixed-demographic communities. The RSC II provides first level support independently across all service domains, adapting coaching-based practice to diverse resident populations while managing a more complex caseload of 60-80 active relationships.

The RSC II bridges direct service delivery and program coordination—ensuring fidelity to EHRSI's tiered bundles, executing warm handoffs to partner-delivered specialists, and providing informal mentorship to RSC I staff. With greater autonomy and multi-site accountability, the RSC II troubleshoots service delivery challenges, identifies resource gaps across properties, and contributes directly to partnership coordination and continuous improvement efforts.

Impact: The ability to deliver consistent, high-quality services across multiple properties and mentor emerging practitioners directly impacts EHRSI's mission by ensuring service fidelity at scale, strengthening partnership effectiveness, and building organizational capacity for sustainable growth.

Role Parameters

Caseload Ratio: Approximately 60-80 active resident relationships across 2-3 properties (aligned to 1:150 family, 1:125 senior, 1:100 PSH ratios)

Deployment: Multi-site coverage; assigned to a cluster of properties with diverse populations (family, senior, or mixed)

Transition Note: In 2026, RSC II roles stabilize multi-site delivery within existing staffing, focusing on partnership coordination and equity-driven service refinement. From 2027 onward, RSC II becomes formally integrated into regional hub structures, 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 and First Level Support (Across Domains)

Deliver Tier 1 Universal Programs independently across multiple sites

• Design and facilitate site-appropriate community-building activities adapted to resident demographics
• Coordinate afterschool programs, youth leadership activities, and parent engagement workshops across properties
• Deliver financial literacy series, employment readiness workshops, and digital inclusion programming
• Organize health fairs, wellness initiatives, and preventive health education adapted to population needs
• Ensure program consistency across sites while maintaining cultural responsiveness

Provide coaching-based first level support independently across all service domains

Housing Stability: Lead lease compliance conversations, mediate complex property management concerns, coordinate emergency rental assistance across sites

Economic Stability: Facilitate in-depth budgeting coaching, support job search processes, navigate complex benefits enrolment

Health and Wellness: Provide health insurance enrolment support for complex cases, coordinate appointment scheduling, support medication adherence

Digital Inclusion: Troubleshoot technology issues across devices and platforms, teach intermediate digital skills

Youth and Family: Deliver after-school programming across age groups, facilitate parent workshops, connect families to specialized services

Execute warm handoffs to partner specialists independently for intensive or specialized services. When other service organizations are not available, may deliver direct services within scope of practice and under supervision.

1. Crisis Response, Safeguarding & Complex Case Management

• Handle crisis intervention independently, applying advanced de-escalation and trauma-informed 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
• Manage multi-barrier cases requiring coordination across multiple service providers
• Escalate complex or high-acuity situations to Supervisor with clear documentation and recommended next steps
• Document crisis incidents accurately in CRM within 48 hours
• Provide informal coaching to RSC I staff on crisis response protocols

1. Partnership Coordination & Referral Management

• Build and manage relationships with partner organizations across multiple service domains
• Obtain appropriate releases to interact with others on behalf of residents; maintain confidentiality appropriately
• Execute warm handoff protocols independently: assess needs, make quality referrals, facilitate smooth transitions
• Monitor referral outcomes in CRM: track appointment attendance, service completion, resident satisfaction
• Conduct needs assessments across assigned sites to identify service gaps
• Train RSC I staff in resource navigation and partnership relationship-building
• Develop and maintain comprehensive lists of available community resources
• Participate actively in partnership coordination meetings

1. Trauma-Informed Practice & Resident Relationship Building

• Model trauma-informed, strengths-based engagement across diverse populations
• Build trust-based relationships with residents across multiple properties
• Use motivational interviewing and coaching-based approaches to support residents
• Recognize and respond to resident stress indicators, mental health concerns, trauma symptoms
• Coach RSC I peers on supportive communication, boundary-setting, and self-care practices
• Maintain confidentiality and professional boundaries at all times
• Integrate resident voice into program design and service adjustments

1. Data, Outcomes & Equity

• Ensure high-quality data entry across all assigned sites in EHRSI's CRM (Salesforce) within 48 hours
• Track and analyze outcome trends across properties: housing stability, economic mobility, health & wellness
• Submit reports in an accurate and timely manner
• Maintain all reporting requirements set by funding and/or governmental agencies
• Use outcome data to refine outreach strategies and identify populations experiencing inequitable outcomes
• Disaggregate outcomes by demographics to support equity analysis
• Serve as a local data champion, supporting RSC I staff with CRM protocols
• Maintain program files and records with required completeness (equal to or greater than 95%)

1. Property Management Collaboration & Site Team Integration

Serve as an active member of site teams across multiple properties, working collaboratively with property managers and site staff to meet property needs and resolve resident problems

Facilitate information flow across sites and between departments

Work with residents to resolve conflicts with neighbors

Coordinate recreational, cultural, and social activities in coordination with property operations staff

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