Senior Resident Services Coordinator

Boston, MA, USA Req #559
Tuesday, May 4, 2021
At Beacon, we strive to make a difference in our residents’ lives. We build outstanding communities that make enduring contributions to the vitality of our cities and towns. We create communities that serve a diverse cross section of our society. Our communities are healthy and vibrant. Why? Because they are planned with care, consideration, and compassion.



Located in the heart of the Back Bay, 140 Clarendon Street (also known as the YWCA) is an iconic thirteen story brick building. Beacon’s acquisition of the building will preserve the cultural and education uses that are currently in the building, including the YWCAs offices, Lyric Stage Theatre, Viga, a tailor and the City of Boston’s Snowden International School. Upon acquisition, Beacon will begin rehabilitating the building to create 210 affordable apartments. Of the 210 apartments, 111 will provide invaluable housing for households currently experiencing homelessness. Case management services for these residents will be provided by the Pine Street Inn.

The Senior Resident Services Coordinator will work closely with the existing cultural and educational organizations, the Beacon Residential Management resident services team, the Pine Street Inn case management teams, and the Back Bay community groups. 

General Statement of Duties:  The Senior Resident Services Coordinator (Sr. RSC) is responsible for assessing and ensuring the delivery of appropriate self-help and community support services and programs to residents that   meet identified needs and improve resident quality of life.  The Sr. RSC is also responsible for the mentoring of new hires and RSC’s and Assistant RSC’s in the assigned region.

Position Summary: 
• EDUCATOR – The RSC informs residents about service availability, how to apply for services and benefits, understanding consumer rights, and other relevant issues. 
• COMMUNITY BUILDER – The RSC recognizes the impact of the social environment and the importance of developing a sense of community to improve on individuals’ health and well-being. The RSC helps build a sense of community among all residents living in the community.
• LIAISON – The RSC acts as a liaison between residents and Management, community-based agencies, and/or regional government entities (Social Security Administration, Dept. of Veteran’s Affairs, etc.); Resident Service Coordinators work with Management staff, eldercare service providers, behavioral/mental health care and medical care professionals to resolve issues together while keeping information confidential.
• SERVICE FACILITATOR – The RSC establishes links to community agencies and service providers, provides basic case management and referral services and monitors the ongoing provision of services from outside agencies. 

General Statement of Duties:
1. Program Development/Coordination
2. Resident Referrals and Direct Assistance
3. Resident Compliance Issues
4. Provide Mentoring and Guidance to RSC’s and ARSC’s
Any one position may not include all duties listed herein.  Conversely, additional duties may be required that are specific to the individual site.

Essential Functions of the Position: 
• Assists with challenging resident issues at properties that do not have RSC onsite.
• Demonstrates ability to identify and assess resident interests, needs and resources.
• Employs use of Beacon Self-Sufficiency Assessment tool (at RAD and New Lease sites) with residents.
• Coordinates programming at assigned community and may assist RSC’s with program planning and coordination at sites in assigned region.
• Tracks resident program participation for all on-site programs and other outcome measurements that show program impact.
• Tracks resident referrals to community programs and services. 
• Builds a sense of community by working with the RSC to ensure appropriate programs are offered to residents that will help bridge differences among residents and will help link them to the greater community.  
• Addresses business critical functions impacting property’s net operating income (NOI) working directly with Property Manager to address and resolve lease compliance issues such as late rent, housekeeping, security, illegal activity, and unauthorized occupants. 
• Fosters a positive, active and collaborative relationship with residents, community-based agencies, healthcare organizations, hospitals, colleges/universities and associated private/government organizations that support the mission and values of Beacon Communities. 
• Processes Reasonable Accommodation requests for residents with disabilities. 
• Participates in joint annual apartment inspections with Property Manager and/or Maintenance; follows up on any referrals from inspections such as housekeeping and hoarding issues, presence of unauthorized occupants, smoking in apt. etc. 
• Participates in interviews with prospective RSC candidates for positions within assigned region.
• Mentors new RSC’s allowing new hires to “shadow” Sr. RSC at his/her site as well as providing on-site mentoring and training at new hire site.
• Reviews Quarterly Reports and RA Logs of RSC’s in region.
• Attends Matrix meetings/conference calls regarding planning for new acquisition properties.
• Ensures that there is a current “Resident Resource Directory” for communities within assigned region.
• Communicates monthly with Property Management Staff regarding staff and community needs.
• Participates in monthly calls with Connected Living staff to monitor resident program participation.
• Ensures effective working relationships with ARSM, RSC colleagues, Home Office staff and 
Property Management team.
• Assists ARSM in making performance evaluation recommendations of those RSC’s in assigned area.
• Attends Property Management/RSC meetings and/or staff meetings as required.
• Enforces and adheres to company policies, rules and regulations.
• Preserves and respects resident and applicant confidentiality.

Supervision Received:  Reports to AVP of Resident Services, Area Resident Services Manager (ARSM) and Property Manager.

Supervision Exercised:  Mentors Resident Service Coordinators (RSC’s) and Assistant Resident Service Coordinator’s (ARSC’s) at assigned communities within a region.

Minimum Qualifications
Education and Experience:  M.S.W., M.A. in Counseling, Human Services, Sociology, Community Development, Public Health or related field preferred.  Minimum of B.S./B.A. degree in Human Services, Social Work, Psychology, Sociology or related field.  Minimum of two years of experience as a Resident Service Coordinator in housing. Bilingual in English and dominant language of minority population in community i.e. Spanish, Cape Verdean, Haitian Creole, Mandarin Chinese, Russian, etc. is a plus. 

Knowledge, Skills and Abilities:  Adequate knowledge of mental health, addictions, family issues, and elderly service delivery system.  Ability to effectively work with families, elders and disabled individuals in a multi-cultural environment.  Self-starter. Ability to work independently and cooperatively.  Ability to plan, organize and lead as appropriate to servicing resident needs. Strong interpersonal skills.  Patient, pleasant and professional demeanor.  Ability to make sound decisions in a rational manner; the ability to handle emergency/crisis situations and work well under pressure with regards to complex and time sensitive issues; and ability to be an active team member within the company.  

Physical Capabilities: Ability to walk a ¼ mile without resting and ability to climb stairs. 

Transportation:  Must have a valid driver’s license and reliable vehicle to attend conferences, trainings and meetings at other properties as required.  

Work Schedule:  Monday- Friday office hours.  Evening and weekend hours may be required.

Beacon Communities LLC seeks a diverse pool of candidates. We are committed to a policy of equal employment opportunity without regard to race, color, ancestry, national origin, religion, disability, gender, gender identity, sexual orientation, age, veteran status or other protected class.

Beacon Communities - 2018, 2019, 2020 Boston Globe's Top Places to Work!!

Other details

  • Job Family Resident Services
  • Pay Type Salary
  • Required Education Master’s Degree
  • Boston, MA, USA