Tenant Service Coordinator

Job description

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.
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.