Resident Service Coordinator

Lhma; Lowell, Northern (MA, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Lowell Housing Authority seeks a Resident Service Coordinator to assess resident needs, coordinate supportive services, and build community partnerships. The role focuses on resident support, tenancy preservation, and service coordination, with supervision from the Director of Resident Services.

The position emphasizes independence, professional boundaries, data privacy, and collaboration with HUD/EOHLC guidelines. Eligible candidates possess a related degree and a valid driver's license.

Qualifications

• Bachelor's degree in Social Work, Human Services, Psychology, Public Administration, or closely related field; or three years' experience in public housing or social services.
• Bilingual fluency is highly desired.
• Must possess a vehicle and valid driver’s license; able to travel between facilities.
• Must pass CORI/SORI background check and drug test.
• Must comply with organizational policies and data practices for non-public data.
• Occasional extended hours for events/community activities.

Responsibilities

• Plan, implement, direct, and evaluate service coordination in line with HUD ROSS and EOHLC guidelines.
• Manage and submit all required reporting for HUD ROSS and EOHLC grants using designated software.
• Prepare, maintain, and update participant case management files and referrals.
• Welcome residents, introduce supportive services, and conduct proactive outreach via newsletters and meetings.
• Perform intake and needs assessments to identify gaps in employment, education, and healthcare services.
• Provide client-centered case management, goal setting, advocacy, and referrals to community agencies.
• Assist residents with eligibility checks and applications for public benefits.

Skills

Public housing knowledge

Regulatory compliance

Communication skills

Crisis management

Education

Bachelor's degree in Social Work or related field

Tools

Social care management software

State data systems

Job description

Job Opportunities

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The Resident Service Coordinator (RSC) is responsible for assessing resident needs, coordinating supportive services, and developing community partnerships to enhance resident quality of life, assist families in making progress toward economic independence, and support elderly and disabled residents in aging in place. Operating under the funding and guidelines of the HUD Resident Opportunity and Self-Sufficiency (ROSS) grant and the Massachusetts Executive Office of Housing and Livable Communities (EOHLC) RSC grant, the RSC links federal and state-aided public housing residents to vital community resources, educational programs, healthcare services, employment opportunities, and public benefits.

The position maintains strict professional boundaries and focuses entirely on resident support, tenancy preservation, and service coordination. This position has no responsibility for tenant selection, rent collection, lease enforcement, unit maintenance, or scheduling/performing inspections. The work is performed under general supervision of the Director of Resident Services, with considerable requirement for independent judgment and action taken in the above areas.

Essential Functions, Duties, and Responsibilities:

• Plans, implements, directs, and evaluates service coordination activities in accordance with regulations established by the U.S. Department of Housing and Urban Development (HUD) for the ROSS program and guidelines established by EOHLC for state-aided public housing.


• Manages and submits all mandatory periodic, annual, and performance reporting for both the HUD ROSS grant and the Massachusetts EOHLC RSC grant, utilizing designated social care management software and state data systems, to ensure full regulatory compliance, outcome verification, and the ongoing preservation/renewal of both grant awards.


• Prepares, maintains, and updates accurate participant case management files, intake assessments, referral logs, and outcome metrics in compliance with LHA standards, HUD/EOHLC regulations, and data privacy policies.


• Welcomes new residents, introduces LHA supportive services, and conducts proactive outreach using newsletters, flyers, social media, and community meetings.


• Performs intake and comprehensive needs assessments with residents to identify service gaps in areas such as employment, education, financial management, healthcare, mental health, childcare, and senior/disability support.


• Provides client-centered case management, goal-setting, advocacy, and direct referrals to local public and private community agencies.


• Assists residents in identifying eligibility and submitting applications for public benefits, including MassHealth, Medicaid, SNAP, WIC, Social Security/SSDI, PFML, unemployment, and childcare vouchers.


• Networks with community agencies, employers, job training programs, educational institutions, and healthcare providers to build strategic partnerships that expand job opportunities and enhance supportive service delivery for residents.


• Coordinates and hosts educational workshops and events tailored to resident needs, including financial management, homeownership, nutrition, self-care, and job fairs.


• Plans and hosts social and community-building events (e.g., coffee hours, ice cream socials, sports watch parties, and self-care workshops) to foster inclusion and resident engagement.


• Identifies residents at risk of lease violation or eviction and connects them with supportive resources, financial management counseling, and third-party mediation services to assist in preserving tenancy.


• Assists in resident safety tasks, such as distributing emergency contact forms, sharing seasonal safety tips, and coordinating support services for residents affected by emergency displacements or crises.


• Adheres strictly to LHA ethical standards, maintaining clear professional boundaries and avoiding conflicts of interest or intimate/personal relationships with residents.


• Effective and respectful communication and interactions with other employees, supervisors, individuals from other organizations, residents, and the general public.


• Performs other related duties as may be required.

Qualifications/Conditions of Employment:

• Bachelor's degree in Social Work, Human Services, Psychology, Public Administration, or a closely related field preferred; or three (3) years' experience in public housing, counseling, supportive service coordination, or social work.


• Bilingual fluency is highly desired.


• Must possess a vehicle and a valid driver's license and be able to travel between different facilities and locations.


• Must successfully complete a background examination (CORI/SORI) and drug test.


• Must comply with organizational and departmental policies.


• Must comply with data practices policies and standards relative to non-public data. Any access to non-public data should be strictly limited to accessing the data that is necessary to


• fulfill the employment responsibility. While data is being accessed, incumbents should take reasonable measures to ensure the non-public data are not accessed by individuals without a work reason. Once the work reason to access the data is reasonably finished the non-public data must be properly stored according to city and state policies.


• Attendance during regularly scheduled work hours and outside regular hours as community events or the agency mission necessitate.

Knowledge, Skills, and Abilities

• Demonstrated knowledge of:


• The characteristics, needs, and interests of federal and state-aided public housing residents, including families, elderly individuals, and persons with disabilities.


• The principles, practices, and techniques of program planning, implementation, and evaluation.


• Federal (HUD ROSS) and state (EOHLC RSC) housing regulations and guidelines as related to or applied to resident service coordination.


• Accepted case management techniques, including appropriate assessment, goal setting, referral, monitoring, and crisis management techniques.


• Community agencies, facilities, and public benefit programs (MassHealth, SNAP, WIC, SSDI) which can be utilized to aid participants.


• Demonstrated ability to plan, organize, and direct activities and services; communicate effectively, both verbally and in writing; establish comfortable and effective relationships with others; secure the cooperation of others; and successfully work with and serve a diverse local community.


• Demonstrated characteristics of initiative and resourcefulness, tact, courtesy, and sensitivity to the needs of participants.

Physical/Mental Requirements:

• Must be able to perform essential duties and job functions in an environment that may have increased stress levels.


• Must be able to lift and carry up to 25 pounds.

Hours:

Monday/Tuesday/Thursday- 8:30-4:30, Wednesday 8:30-7:30, and Friday 8:30-12:30