Residential Services Coordinator II

Colorado Coalition for the Homeless; Denver (CO); On-site; USD 52,000 - 78,000; Full time

Job summary

Colorado Coalition for the Homeless is seeking a Resident Services Coordinator II to support two Denver properties, coordinating services with program managers and staff. The role focuses on housing retention, KPI management, and resident engagement to promote stability and inclusion.

You will lead educational efforts, collaborate across teams, and help residents access medical care, mental health, and housing resources while maintaining strong partnerships with external providers.

Qualifications

• Bachelor’s degree in Social Work or related field required.
• Colorado driver’s license within 30 days of hire (with exceptions as noted).

Responsibilities

• Provide excellent customer service to residents and partners.
• Collect, organize, and distribute KPI data across programs.
• Support housing retention and grant performance through coordinated services.
• Document services and resident contacts per grant requirements.
• Orient new residents to the property, program, and community amenities.
• Assist with housing voucher resources and HMIS data upkeep.
• Collaborate with management, service departments, and community partners to address resident needs.

Skills

Customer service

Data organization

Interdisciplinary collaboration

Communication

Education

Bachelor’s degree in Social Work or related field

Tools

Excel

HMIS

Job description

Position Summary

The Resident Services Coordinator II will provide services to both the Off-Broadway Lofts and Stout Street Lofts in partnership with the Services Program Managers, Property Management, and Voucher Assistance providers. The RSC will function as a critical information and organizational hub for the management of Key Performance Indicators (KPI’s) that drive housing retention, grant performance, and sustainable operations. They will facilitate client focused housing retention, blended management, and one-on-one client meetings with the goal of achieving the 5 guiding principles of housing retention (Consistency, Fairness/Equity, Swiftness, Transparency, Empowerment/Inclusion). They will additionally be responsible for providing accurate and effective educational resources around the benefits and limitations of the program to residents and the broader community along with community engagement activities focused on the 5 social determinates of health.

Duties/Responsibilities (Essential Functions)

• Provides excellent internal and external customer service, behaving in a manner that cultivates trust, respect, and teamwork
• Collect, organize, and distribute KPI metric data across the program and agency
• Contribute to the development of a safe, sustainable community by fostering collaborative partnerships among program clients/residents and staff.
• Maintain current knowledge of grant expectations, deliverables, and reporting requirements, and assist with the daily efforts to engage participants in services identified on their care plan.
• Documents delivered services and/or resident contacts in accordance with grant requirements and CCH documentation systems, policies and procedures.
• Ensure new residents are effectively oriented to the property, program, and amenities within the surrounding community (e.g., collaboration with pre-housing educational resources, collaboration with voucher providers, coordination of lease-ups).
• Manage client needs/incentives/activities budget in partnership with the program manager.
• Operate the Good Neighbor Incentive Program at the property including maintaining an incentives inventory for the property.
• Increase participants’ access and engagement in primary medical care, mental health services, and substance abuse treatment services through an interdisciplinary team approach.
• Facilitate client access to the Stout Street Health Center through collaboration, coordination of on-site visits, and educational resources for residents on accessing care.
• Maintain strong communication and cooperation with support services and property management staff. Participate within an interdisciplinary team focused on creating a positive living environment at a supportive housing facility.
• Develop a strong working knowledge of all supportive services, housing programs, and funders affiliated with the property while maintaining effective communication with each stakeholder.
• Maintain current knowledge of the housing vouchers through collaboration with the Housing Assistance Department and program leadership to ensure optimal utilization of housing voucher resources.
• Maintain access to the Homeless Management Information System (HMIS) (once trained) and ensure all HMIS program information is kept current on internal program rosters.
• Work collaboratively with property management, program services departments, community partners, and social service providers to address short- and long-term needs of program participants/property residents.
• Facilitate the Housing Retention Program, which includes weekly subcommittee meetings, conducting client interventions, and follow-up tracking.
• Effectively assess and diffuse crisis situations that may occur on-site by using de-escalation techniques, calling proper authorities in the event of an emergency, and thoroughly communicating and documenting incidents and outcomes as appropriate.
• Develop and implement creative on-site educational opportunities, social services, and community building events based on residents’ needs and interests (included by not limited to: outings, community meetings, Resident Councils, educational groups, financial education, life skills, etc.)
• Attend and participate fully in expected meetings identified by the management or team.
• Performs other duties as assigned.

Education, Licensure and Certifications

• Bachelor’s degree in Social Work or related field required.
• Must have and maintain in good standing, a Colorado driver’s license within 30 days of hire (with the exception of SSHC).

Experience

• Experience providing educational and/or social services to adults with severe and persistent mental illness or co-occurring disorders.
• Experience in mental health, substance use, permanent supportive housing, crisis intervention, and Trauma Informed Care strongly preferred.

Job Competencies

• Demonstrated competency in working with people from diverse backgrounds and ability levels.
• Ability to communicate and cooperate effectively with property management, Supportive Services staff, housing voucher providers, and representatives from other agencies.
• Sound critical thinking and decision-making skills.
• Consistently superb customer service skills; excellent interpersonal/assertive communications skills demonstrating a high degree of emotional intelligence.
• Knowledge of homeless issues and demonstrated sensitivity to and a desire to work with underserved populations.
• Knowledge of mental health disorders, substance use, and crisis intervention.
• Proficient in organizing and tracking data in Excel, database management skills.
• Skilled in meeting facilitation and mediation.

Physical Demands and Working Conditions

The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job with or reasonable accommodation and without posing a direct threat to safety or health of self or others. In compliance with the Americans with Disabilities Act, CCH provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the Company.

Physical Demands

• Percentage of work time spent on activity →
• 0% - 24%
• 25% to 49%
• 50% to 74%
• 75% to 100%
• SEEING: Must be able to read computer screens and printed documents.
• HEARING: Must be able to hear well enough to communicate with employees and others.
• STANDING/WALKING: Must be able to stand and walk for the duration of the work shift.
• CLIMBING/STOOPING/KNEELING: Must be able to climb, stoop, kneel or crouch and maintain these positions as reasonably required.
• LIFTING/PULLING/PUSHING: Must be able to lift, pull or push any relevant items.
• FINGERING/GRASPING/FEELING: Must be able to write, type and use telephones.
• DRIVING: Must have valid driver's license and clean driving record.

Working Conditions

Works primarily in a climate-controlled office environment with frequent interpersonal interactions. They will support two properties: Off Broadway lofts and Stout Street Lofts. Both are located on the 2130/2180 Stout Street in Denver, CO.