Resident Services Coordinator
Lutheran Social Services of New England - Worcester, MA

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Essential Responsibilities
  • Welcome new residents, establish contact with residents, establish contact with existing residents and explain the social services program, its offerings and the RSC role in assisting residents who want to access local services resources.
  • Help set a tone of inclusion and non-discrimination in the resident community
  • Identify, establish and maintain referral relationships with agencies and service providers in the local community assuring individualized, flexible, and creative services for the Residents.
  • Provide supportive linkages between residents and referral agency staff when residents or agencies request assistance. Document these efforts.
  • Remain current regarding information and services available to address Resident needs.
  • Maintain updated in knowledge of state and federal entitlement programs such as Social Security, Medicare, and Medicaid to help Residents determine their eligibility for assistance.
  • Assist residents to obtain services by providing information and making referrals as well as assisting Residents with application procedures.
  • Provide oversight of services to Residents, monitor success of agency involvement, and intervene as necessary; provide case workers of agencies with updates and current progress of a Resident in their care; provide documentation of reassessments.
  • Establish program targets. Consistently track and measure progress. Regularly report program outcomes to internal and external stakeholders. Analyze and use outcomes data as the basis for continuous program improvement.
  • Uphold Resident rights and foster a sense of self-empowerment and independence in Residents that effectively assist residents achieve their opportunities and objectives in life.
  • Establish and make available a service agency directory for self-referral by Residents.
  • Post and maintain appropriate information on available community services and programs on bulletin boards for self-referral by Residents; sources should include federal, state, and local providers as well as non-profit agencies that Residents can contact for assistance.
  • Work cooperatively with Residents and their families when planning for relocation to other facilities.
  • Promote a positive social climate that fosters Residents’ psychosocial well being by coordinating educational and therapeutic events.
  • Foster a sense of community and encourage Residents’ efforts to support and assist each other. Additionally, encourage building of support networks with family and friends.
  • Encourage Residents to participate in volunteer activities in the community; provide information on specific programs.
  • Provide assistance in resolution in inter-Resident conflicts and Resident-family difficulties.
  • Document all interaction with Residents and personal contacts.
  • Enhance the ability of Residents to uphold their lease obligations through the setup of services and coordination of educational training at site.
  • Refer concerns about lease violations to the Housing Director and work as part of the management team when a residents is identified as being in jeopardy of eviction. Offer linkages and referral support to the resident to positively and quickly rectify the situation. Document these efforts.
  • Refer concerns about lease violations to the Housing Director and work as part of the management team when a resident is identified as being in jeopardy of eviction. Offer linkages and referral support to the resident to positively and quickly rectify the situation. Document these efforts.
  • Report to and maintain open communication with Housing Director Provide monthly reports that include data on collateral contacts, Resident meetings, services provided, events planned, narratives of specific case scenarios, and other professional developments.
  • Help facilitate resident meetings and community-organizing and social activities as desired by residents.
  • Enhance personal and professional development by attending training meetings, Massachusetts Association of Resident Service Coordinators in Housing Inc. (MARSH) meetings, and other events as well as make trips to community agencies to remain current regarding information that pertains to these programs.
  • Set up and/or continue operation of Professional Assessment Committee (PAC)
  • Work cooperatively with management staff and maintain communication about relevant issues and objectives that will promote optimum benefits to Residents; educate other staff members on issues related to aging in place and service coordination to enable them to better work with Residents.
  • Adhere to established safety procedures.
  • Assists staff and Residents in emergency situations.
  • Attend in-services as required.
  • Provides excellent customer service to all who interact with the program
  • Effectively communicate with residents by newsletter, flyer, bulletin board etc., making sure that the communication is inclusive of language differences and the visually impaired.
  • Complete other housing and resident related assignments as directed by the supervisor.
  • Bachelor of Social Work or degree in Gerontology, Psychology or Counseling preferred.
  • Minimum of two to three years experience in social service delivery required, preferably at least one to two years in a facility servicing a geriatric population. This experience may replace Bachelor’s requirement. However, during the first year of hiring, certified training in the aging process, elder services, disability services, eligibility for and procedures of Federal and applicable State entitlement programs, legal liability issues relating to providing service coordination, drug and alcohol use and abuse by the elderly and mental health issues must be obtained.
  • Demonstrated working knowledge of supportive services and other resources for senior citizens in the local area.
  • Demonstrated ability to advocate, organize, problem-solve and provide results for Residents.
  • Handle multiple priorities to meet deadlines and work a flexible schedule.
  • Current knowledge of HUD regulatory requirements and ability to assure compliance.
  • Knowledge of Medicare/Medicaid and other insurance reimbursement regulations and policies.
  • Possesses strong interpersonal skills and professional demeanor.
  • Basic computer skills – hardware and software.
  • Ability to read, write and communicate effectively in English.
  • Must be able to move intermittently throughout the workday.
  • Must follow the facilities and the organizations policies and procedures.
  • Must be able to relate to and work with ill, disabled, elderly, emotionally upset people within the facility.
  • Ability to work within the mission of the Organization, “In response to Christ’s love, Lutheran Social Services of New England serves and cares for people in need.”

To apply: Send letter of interest or resume to

Lutheran Social Services of New England - 17 months ago - save job - block
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