Resident Service Specialist - EDS (CDI)

About the Department

The Resident Service Specialist is a non-supervisory position that provides case management and outreach, conducts household assessments, and makes referrals that address family and/or individual needs. Outreach, assessments, and referrals will promote resident stability, independence, health, and self-sufficiency for residents who reside in public housing, housing choice vouchers, or tax credit units. The Resident Service Specialist is committed to working with people in a non-judgmental, non-intrusive, and confidential way that promotes resident empowerment, autonomy, and dignity. The Resident Service Specialist promotes safe living environments and encourages the community's growth to better meet the needs of individual residents in housing communities by increasing access to resources and facilitating self-advocacy.

Position Duties

Essential Duties + Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained. 

• Be available onsite to residents at assigned location(s), which may include Opportunity Home’s public housing facilities.

• Establishes and maintains relationships with the residents of the assigned location(s) as a means of being a resource for the property. Coordinates and promotes activities that create a sense of community between the residents and the property. 

• Facilitates orientation, intake, and assessment for new families enrolling in programs as assigned.

• Provides short-term and/or long-term case management as determined by individual program requirements and agency needs.

• Meet with residents to identify barriers to self-sufficiency and assess physical, social, and economic conditions to develop service plans for programs as assigned.

• In a timely manner, electronically document all activities and outcomes in data tracking systems as required by Opportunity Home, HUD, and state or local rules. 

• Periodically evaluates programs by assisting with data collection and reporting; prepares program reports on a monthly/quarterly/annual basis using preferred software or digital systems as assigned.

• Participates in coordinating activities for the participants of assigned programs, including facilitating program events and scheduling program activities (such as budget workshops, food distributions, health/wellness events, and/or employment networking events).

• Develops and maintains a comprehensive network of education, training, financial and economic development, health/wellness, and other supportive services as determined by program requirements and resident needs.

• Explains CDI programs, housing programs, MTW activities, and other pertinent information by creating newsletters, email blasts, conducting phone calls, hosting informational meetings, and contacting residents door-to-door.

• Organizes special activities, facilitates groups, and hosts recreational events to promote resident wellness. Activities may include arts and crafts, exercise classes, tours, dances, or other activities as programs require.

• Arranges transportation as needed for residents to attend various functions, programming, and services.

• Maintains a working knowledge of Opportunity Home policy and procedures to assure residents have a clear understanding of changes that may affect their residency.

• Attends and actively participates in case staffing and agency meetings, as requested. 

• Follow up on all referrals in a timely manner to ensure that adequate and appropriate services are provided. 

• Actively recruit residents for the assigned program on an as-needed basis to ensure the program is operating at optimal capacity.

• May drive a passenger van to transport residents and/or help obtain accessible transportation for residents when necessary, such as VIA, Handi-Lift, and the like.

• Develops linkages with community service organizations and programs.

• Keeps current regarding available community resources and federal, state, and local programs and fulfills required education and training requirements.

• Works with the management team to identify residents who need assistance; supports resident retention; promotes educational and wellness activities for residents; provides a safe community; fosters and builds a sense of community.

• Advocates for residents and acts as a liaison between residents and property management as well as with the community.

• Encourages residents’ self-advocacy and empowerment in meeting their social, psychological, physical, economic, and other self-sufficiency needs.

• Reports unsafe conditions and follows mandated reporting requirements for adult and child protective state statutes.

• Presents department presentations/orientations to participants and social service providers.

• Assists with policy and procedural development of special programs. 

• Researches and implements effective and efficient methods for case management and program operations.

• Cross-train with all CDI programming.

• Assists with the development of marketing tools for program awareness.

• Familiarity with contract guidelines

• Emergency Preparedness

• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees. 

• Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.

• Recognize the significance of a data-driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustees, Data Domain Stewards, Data System Custodians, Data Stewards, and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.

• Employees are expected to use Generative AI solutions ethically and responsibly.

• Other duties as assigned.

This position requires the incumbent to exhibit the following behavioral skills.

1. Values Driven | Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.

2. Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.

3. Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.

4. Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning.  Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.

5. Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization’s team building events.

6. Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Minimum Qualifications

Education

Required

• One (1) or more years of college with coursework in social work, business, public administration, communication, or a related field.

  • An additional two (2) years of related experience may be considered in lieu of education requirements.

Required

• Two (2) years of experience in case management, social services, or other related experience.

• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications including but not limited to One Drive, Outlook, Word, Excel, and PowerPoint, or MAC or PC desktop equivalent, is acceptable. 

• Successful completion of a criminal history background check, education, and work history verification, and drug screening test.

Preferred Education and Experience 

• Bilingual, including the ability to speak, write, and read in Spanish.

• Ability to learn cloud technologies such as LucidChart for diagrams, workflow, and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates

Required

• Self-Sufficiency Service Coordination training and certification to be completed within the first year of employment.

• Texas Class “C” driver’s license at the time of placement and insurable by the organization’s fleet and liability insurance carrier.

• Must have the ability to earn certifications as required by assigned tasks.

Technical Skills

To perform this job successfully, the employee should have

• Knowledge of de-escalation techniques

• Knowledge of Trauma Informed Care principles and guidelines

• Knowledge of social service delivery systems. 

• General understanding of the Opportunity Home’s Moving-to-Work (MTW) Plan. 

• Knowledge of holistic case management techniques. 

• Knowledge of procedures for planning, implementing, and maintaining a variety of social service programs. 

• Knowledge of issues impacting low-income individuals and families. 

• Knowledge of methods and techniques of effective case management and assessment skills. 

• Knowledge of social service programs and community resources.

• Knowledge of recent developments, current literature, and sources of information related to social service program administration and implementation. 

• Knowledge of standard program evaluation methods and report writing procedures. 

• Ability to analyze problems identifies alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals. 

• Ability to assist the Program Manager and, on occasion, the Public Housing Community Manager and/or property staff, as assigned. 

• Ability to form community partnerships and develop resources for program participants.

• Ability to interpret and apply Opportunity Home policies, procedures, rules, and regulations. 

• Ability to prepare comprehensive reports and agendas for internal use and outside presentation. 

• Ability to communicate clearly and effectively, both verbally and in writing. 

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment, walking and moving about the office and/or community property, and attending onsite and offsite meetings. The employee must be able to complete data entry, utilize various portals, and communicate via email and verbally via telephone. Will need the ability to walk large properties and climb stairs. The employee must occasionally transport up to 25 pounds. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Office Environment

• The noise level in the work environment is usually moderate.

• High level of interaction with external/internal clients.

• May be transferred or be required to work at different properties or sites for interim periods in order to support business needs. 

Outside Environment

• Subject to environmental elements when conducting visits to various sites or participating in outside events. 

In compliance with the Americans with Disabilities Act, the organization will make reasonable accommodations to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities if it would not impose an “undue hardship” on the operation of the employer’s business.

As a public agency, the organization is committed to maintaining the highest of ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism, and honesty to merit the respect of our co-workers, clients, partners, vendors, and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy, and responsiveness.  

Equal Employment Opportunity Statement 

Opportunity Home is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, religion, gender (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information, marital status, veteran status, arrest record or any other characteristic protected by applicable federal, state or local laws. Opportunity Home is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This position specification is not an employment agreement or contract. Management has the exclusive right to alter this position specification at any time without notice.