The Resident Services Coordinator will also provide a variety of case management related-services to individuals and families throughout Hope’s portfolio.  Hope Community is committed to providing case management services in support of the efforts of its residents to stabilize and maintain their homes and improve their overall quality of life.


The qualified candidate will report directly to the Director of Resident Services and will be responsible for the following:


Resident Engagement


  • Build and maintain relationships with Hope residents and provide short-term case management and referral services as required
  • Actively develop and maintain relationships with representatives from other community-based organizations and non-profit businesses in East Harlem
  • Work in partnership with existing neighborhood, block, and tenant associations
  • Identify and nurture potential resident leaders and provide opportunities for leadership development
  • Plan and implement, with input from residents, workshops around identified resident needs with a focus on increasing self-sufficiency skills
  • Provide timely and accurate information and outreach that will encourage linkages between residents and community organizations (e.g., police precinct councils, block associations, and community boards)
  • Work collaboratively with volunteers to develop programming and activities for adults and youth
  • Assist families with intensive needs including obtaining financial, physical, and mental health, as well as other activities which contribute to an improved quality of life
  • Coordinate, create, lead, or co-lead workshops which could include, but are not limited to: resident orientation, housekeeping and basic repairs, advocacy, acclimating to your new community, accessing services, and healthy living


Case Management and Referral Services


  • Conduct an Initial Assessment for all individuals referred to Hope’s Resident Services department; update the Assessment for existing residents on a regular schedule as agreed upon with the Deputy Director for Resident Services
  • Develop service plans in ETO, Hope Community’s database system, that will support self-sufficiency, housing stability, and an overall healthy living environment for individuals and families in affordable housing
  • Assist residents with services which might include, but are not limited to, completing Medicaid, Medicare, and SNAP applications and recertifications
  • Complete Housing Connects and other housing applications; assist with applying for programs such as SCRIE and DRIE, as well as assisting with certifications required to maintain housing, as needed
  • Identify and develop linkages with appropriate financial, employment, educational, vocational, medical, mental health, recreational, and community-based organizations that provide services intended to increase self-sufficiency skills for individuals in affordable housing
  • Coordination of services with the maintenance and property management departments
  • Provide referrals as needed
  • Attend Tenant Association meetings when appropriate




  • Enter appropriate case notes into ETO daily or no later than 48 hours after the transaction being documented
  • Track and provide all required statistics related to service delivery on an ongoing basis
  • Provide qualitative data (primarily “success stories”) related to efforts to assist residents and or community members, upon request
  • Maintain and update on an ongoing basis all lists (including in ETO) of medical, mental health, educational, recreational, and other community-based organizations





  • The Resident Services Coordinator may be required to work late shifts as needed or assigned to outreach residents who are employed or otherwise challenging to engage during normal business hours
  • Occasional weekend work may be required to coordinate, lead, or participate in holiday events, workshops, and or other activities related to enhancing the ability of residents to maintain their homes and enhance their quality of life
  • Attend and participate in scheduled supervision with the Director for Resident Services, responding to previously assigned directives and requests for information
  • Participate in ongoing education and professional development through courses, seminars and other in-service training related to their area of expertise, case management, or other relevant business-related areas
  • Attend and participate in all required team, staff, or other meetings
  • Perform all other duties as requested by managerial staff and other duties as required




BSW or BA degree in the human services field with a minimum of 5 years work experience in social work, community or tenant organizing, resident engagement, and or comparable experience 15working with families in affordable housing.

  • Strong written and verbal communication skills
  • High degree of computer literacy (PC) including, but not limited to: Microsoft Office Suite (Outlook, Word, Excel); internet searching; website navigation; experience with case management databases (preferably ETO/Social Solutions)
  • Strong commitment and experience working with vulnerable populations and families from low income communities
  • Sound judgment, the ability to think on your feet, and work independently
  • Home visits required; the ability to walk up and down stairs is essential
  • Ability to travel locally using public transportation
  • Bilingual-Spanish candidates are highly desirable

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