Tenant Service Coordinator

Job description

POSITION OVERVIEW:
Under the general direction of the Office Manager and/or Program Director, the Tenant Service Coordinator is responsible for connecting tenants to essential care and services, assisting tenants in accessing benefits and resources for which they are eligible, and providing support to help tenants maintain permanent housing.
MANAGEMENT/SUPERVISORY RESPONSIBLITIES:
This position has the following management/supervisory responsibility (check only one):
This position includes no managerial or supervisory responsibilities.
This is a supervisory position.
This position is a managerial position.
This is a director/administrator position.
KEY ESSENTIAL FUNCTIONS:
Work Performance
• Evaluate the needs of new and existing tenants, including immediate needs, functional capabilities, and the level of assistance required to maintain permanent housing, healthcare, financial stability, and overall well-being.
• Counsel and support tenants experiencing issues that may adversely affect their lives, including mental health concerns, substance use, abuse, and other barriers to housing stability, and provide appropriate referrals.
• Connect tenants to community-based resources and, when necessary, escort tenants to appointments and service providers based on their individual needs.
• Assist tenants with applications and recertification processes for public benefits, including identifying available resources and ensuring required documentation is submitted.
• Complete and submit annual subsidy renewals, recertifications, and leases to the designated agency within required deadlines.
• Ensure tenants have appropriate medical insurance and assist with referrals to medical and healthcare providers as needed.
• Maintain accurate, current, and complete tenant case files, including all required supporting documentation.
• Document all tenant engagements, interventions, referrals, and follow-up activities through timely and accurate case notes.
• Conduct apartment inspections as required and document findings appropriately.
• Submit maintenance requests and coordinate repairs as needed, including conducting appropriate follow-up to ensure issues are addressed.
• Complete incident reports in accordance with agency requirements and conduct appropriate follow-up with tenants, staff, and management.
• Provide tenants with support and referrals related to rental arrears and housing-related financial concerns.
• Network with community partners and establish and maintain working relationships with public agencies regarding public benefits, employment services, supportive services, healthcare, housing resources, and other available resources.
• Coordinate services and referrals to ensure tenants are connected to appropriate resources and receive necessary follow-up support.
• Provide crisis intervention and support to tenants experiencing emergencies or situations that may place their housing stability at risk.
• Organize and coordinate workshops, special events, educational activities, and informational sessions for tenants to promote community engagement, access to resources, and overall well-being.
• Attend and participate in required agency meetings, including staff meetings, tenants’ meetings, in-service training courses, and weekly case reviews.
• Attend scheduled training sessions to meet program standards.
• Perform other duties consistent with the scope and nature of the position as assigned.

Reporting and Documentation
• Maintain and update tenant records as necessary, ensuring compliance with agency charting and documentation standards.
• Document all tenant engagements, interventions, referrals, and follow-up activities in a timely and accurate manner.
• Complete, review, and submit all required internal reports within established deadlines.
• Ensure all work products and documentation are substantive, accurate, complete, and consistent with agency standards.

Professional Conduct
• Deliver excellent customer service to all tenants and maintain confidentiality of tenant and agency information.
• Engage tenants in planning and decision-making related to their permanent housing placement and housing stability.
• Model appropriate professional behavior and adhere to ANH Standards of Conduct, Code of Conduct, and Workplace Civility Policies.
• Maintain open and effective communication with all departments and staff within the community.
• Serve as a resource to colleagues and provide interdepartmental support as needed to ensure effective service delivery.
• Comply with agency electronic communication policies and Dress Code Policy.

Time and Attendance
• Adhere to assigned work schedule and minimize unscheduled absences.
• Apply time management skills to prioritize tasks and ensure timely completion.

REQUIREMENTS:
Education and Experience
Candidates may qualify under one of the following tiers:
• Associate’s degree: No prior experience required.
• High School Diploma or Equivalent: Minimum 2 years working with vulnerable populations.

Core Skills and Competencies
• Strong interpersonal and communication skills; ability to engage clients effectively.
• Ability to provide services using trauma-informed practices.
• Excellent organizational and time management skills; ability to prioritize tasks and meet deadlines.
• Proficiency in Microsoft Office Suite.
• Ability to synthesize information and prepare clear, accurate documentation.
• Preferred knowledge of Human Resource Administration regulations.

Preferred Certifications and Training
• CPR and First Aid certification.
• Overdose Prevention Rescue Training.
• Mental Health First Aid.
• Bilingual ability (Spanish/English preferred).

Required Certifications and Proficiencies withing 6 Months of Hire
The following certifications and proficiencies must be obtained or demonstrated within 6 months of hire:
• Narcan–Naloxone Administration.
• Demonstrated proficiency in data entry, service planning, documentation, and reporting
• Demonstrate proficiency with email, MS Office applications, and required electronic systems.
• Trauma-informed care and crisis-response competencies.
• Completion of all agency-mandated compliance training courses, including confidentiality, safety, emergency response, and program specific requirements.

PHYSICAL DEMANDS:
Please indicate which level of activity best describes the position (check only one):
Sedentary Work (equivalent to lifting or exerting up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may occasional walking or standing for brief periods of time ).
Light Work (equivalent to lifting or exerting up to 20 pounds of force occasionally or up to 10 pounds of force frequently, or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for Sedentary Work).
Medium Work (involves exerting 20 to 50 pounds of force occasionally or 10 to 25 pounds of force frequently. Physical demand requirements are in excess of these for Light Work).
Heavy Work (involves exerting 50 to 100 pounds of force occasionally, or 25 to 50 pounds of force frequently. Physical demand requirements are in excess of those for Medium Work).
Very Heavy Work (involves exerting in excess of 100 pounds of force occasionally, or in excess of 50 pounds of force. Physical demand requirements are in excess of those for Heavy Work).
PHYSICAL REQUIREMENTS:
Please indicate the level of physical activity required in each area for the position. Check only one box for each requirement:
Requirement
Almost
Never
Seldom
Sometimes
Frequently
Almost Always
Bending
Climbing
Typing
Lifting
Reaching
Pushing
Crouching
Crawling
Extended walking
Extended standing
Extended siting
WORK LOCATION:
The work location(s) required of incumbents in this position are as follows (check only one):
All work is completed in the office/ within the program.
Majority of work is completed in the office/program, with occasional trips to the community/other sites.
Work is completed equally in the office/program and in the community/other sites.
All work is completed in the community/other sites, with the exception of required meetings.
Majority of work is completed in the community/other sites, with occasional work done in the office/program.
WORK HOURS:
The work hours for this position are as follows (check all that apply):
Has standard work schedule (set hours).
May require work outside of standard work hours (evenings and weekends).
On-call as required.
Overtime may be required.
Position subject to possible mandate.
Shift work required.
WORK ENVIRONMENT:
Incumbents in this position are exposed to the following environmental condition(s):
Not substantially exposed to adverse environmental conditions.
Subject to infectious waste (typical of most patient care/housekeeping positions).
Subject to outside environmental conditions .
Subject to inside environmental conditions.
Subject to both environment conditions (work occurs inside and outside).
Subject to extreme heat (temps above 80 degrees Fahrenheit).
Subject to extreme cold (temps below 32 degrees Fahrenheit).
Subject to extreme noise (noise must be sufficient to cause shouting in order to be heard over ambient noise level).
Subject to extreme vibrations (exposure to oscillating movements of the extremities of the whole body).
Subject to work hazards (ex: moving mechanical parts, electrical current, scaffolding in high places) .
Subject to one or more condition that affects the respiratory system or skin (fumes, gas, dust, odors)
SUPERVISION RECEIVED:
Please indicate which level of supervision is required for this position (check only one):
Close Supervision ( provided with daily oversight of work day-to-day tasks, methods and functions. There are regular checks of tasks for quality and quantity of work. Employee performs a variety of routine duties within established policies and procedures or by referring to the written guidelines. Any deviation is reviewed by the supervisor ).
Routine Supervision ( provided with instructions on job requirements, methods, priorities and deadlines. Advice and assistance are provided as needed. There are regular and systematic reviews of progress, quality and output, usually at discrete times, but occasionally only upon completion).
General Supervision (provided with general instructions on an ongoing basis, usually covering only the broad aspects of the job. Incumbents exercise some control over both the technical and administrative aspects of work. Decision-making is limited in context to the completion of work tasks. Completed work is consistent with established guidelines, policies and procedures).
Limited Supervision (provided with clear statements of objectives and resources available. Oversight by the supervisor is only exercised on longer term goals and policy issues. Completed work is reviewed for compliance with laws and regulations, and adherence to program goals, objectives, budgetary limitations and general employer policies. This level is common among most mid-level managers).
Broad Supervision (provided with broad objectives and have broad responsibility for planning, organizing and prioritizing work. Employees exercises independent decision-making authority for determining work objectives and goals to be accomplished, independently plans, designs and carries out programs, projects in accordance with broad policy statements or legal requirements. This level is common among senior management).
Acknowledgment of Job Description
This will acknowledge that I have received, reviewed and understand the above job description and will discuss with my supervisor if I have any questions. I further acknowledge that I am capable of performing the essential functions of the job, with or without reasonable accommodation. I understand and agree that nothing in this job description is binding on ACACIA NETWORK and that ACACIA NETWORK remains free to change the duties and responsibilities of the above-described job at any time, without notice, and at its discretion. I further understand and agree that nothing in this job description changes my status as an at-will employee, meaning that either ACACIA NETWORK or I can terminate our employment relationship at any time, with or without cause or notice.
Employee Name (Print) Employee Signature Date