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Tenant Services Coordinator

Under the general supervision of the Program Director/designee, functions as part of an interdisciplinary team assisting assigned individuals and/or families in maintaining viable living, employment and social situations in the community by monitoring social, financial, vocational and/or other services. Attend service coordination meetings, collaborate with external care coordinators, assess tenant needs and discuss/advocate for needed services. Visits tenant residences and/or meets with tenants to provide counsel and/or assistance/support their capabilities and interests, in maintaining the greatest degree of independent living. The duties of tenants are performed independently, and tenant services coordinators provide referrals for assistance if needed.

Essential Job Functions: List all essential job duties. (To perform this job successfully, an individual must be able to perform each essential duty listed satisfactorily with or without a reasonable accommodation. Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential duties unless this causes undue hardship to the agency.)

• Resident Support & Case Management o Customer Service – provide a high-level of customer service to residents, interdepartmental colleagues, and vendors/contractors. o Explains the types of services available to tenants and families, regarding daily living skills, socialization, and conflict resolution. o Refers consumers to community resources and other organizations. o Advocates on behalf of tenants with outside service providers and within ICL. o Assists resident/consumer in finding and getting into vocational training or other training opportunities.
• Administrative & Organizational Support o Housing – Support the housing intake process by assisting with document collections, eligibility assessments, and housing application process. o Leasing – coordinate and support timely move-in/move-outs processes.
• Program Development & Implementation o Compliance – monitor housing conditions and ensure compliance with housing program requirements. o Program Development – organize community-building activities, events, and resident engagement opportunities to foster a sense of belonging and support o Ensures that services include consideration of the consumer's cultural and ethnic background, customs, needs, beliefs and primary language. o Obtains and develops resource information for consumers in all aspects of their care; disseminates this information to tenants in a manner that is clear and understandable.
• Collaboration & Partnerships o Partnerships – Establish strong relationships with tenants to provide support on a schedule established by the tenant or social services staff. o Collaborate - counsel's tenants individually or in small groups regarding mobilizing inner capabilities and environmental resources to attain goals. o Assists in the orientation of new personnel when requested. o Attend regularly scheduled staff meetings, and supervision as well as in-service training and activities. o Supports the tenant and/or family to maintain independence.
• Monitoring & Reporting o Immediately reports serious incidents, serious incident allegations, incidents, or sensitive situations to supervisors. o Completes incident reports in accordance with ICL policy. o Recording - maintains a case-record for each resident and accurately completes required forms. o Document Security - secures information contributing to the individual's situation. Based on this information, provides support accordingly. o Reporting - continually documents tenants or family needs to assist them in maintaining independence. o Monitoring - reviews case record and performs follow-up to determine quantity and quality service provided. Accesses and records individual and community resource information, manually or using a computer. o Compliance - maintains up-to-date, accurate individual case records on each assigned tenant and family in accordance with regulatory guidelines. o Reviews the staff communications log and makes entries concerning essential elements of information designated by program management. o Complies with attendance and timekeeping rules. Reports reliably and regularly to work on an ongoing basis.
• Crisis Intervention & Conflict Resolution o Conflict Resolution – respectfully assist residents with resolving conflicts in a timely manner ensuring a peaceful and cooperative living environment for all. o Performs crisis assessment and nonverbal and verbal crisis intervention. o Accounts for consumers and files missing person reports on consumers not accounted for in accordance with ICL policy and procedure. o Executes emergency plans as outlined in the policy and procedure manual. Provides first aid kits to staff or consumers who are injured. o Complies with agency Infection Control policies.

Essential Knowledge, Skills and Abilities:

• Committed to equity, diversity, inclusion and belonging, and active promotion of the ICL values and goals.
• Ability to work with tenants, families, and staff in a caring and respectful manner, and with due understanding of and consideration for cultural differences.
• Ability to serve as a role model to tenants.
• Ability to complete written forms and reports in an accurate and timely manner.
• Ability to communicate effectively with staff, tenants, families, and the public.
• Ability to prepare accurate and timely documentation, reports and other written material as assigned.
• Ability to secure the cooperation of and work effectively with others.
• Ability to work independently and to conform to all applicable safety and accountability measures.
• Social Perceptiveness-being aware of other's reactions and understanding why they react the way they do Service Orientation-Actively looking for ways to help people.
• Speaking-Talking to others to effectively convey information.
• Active Listening-Listening to what other people are saying and asking questions as appropriate.
• Problem Identification-Identifying the nature of problems

Qualifications and Experience: Bachelor's degree plus 2 years' experience providing direct customer services to individuals. BSW plus one year of social service experience or customer service experience. Social service experience preferred.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.