Resident Services Information and Referral Specialist

$18.00 - $20.00 hourly
  • Eden Housing
  • 22645 Grand Street, Hayward, CA, USA
  • Sep 12, 2019
Full time Nonprofit-Social Services

Job Description

 *** To be considered for this position, please use this link to apply: ***


Resident Services Information and Referral Specialist-Central Office - Hayward


Under the direct supervision of the Community Partnerships Manager, the Information and Referral Specialist is responsible making resource information available, and providing linkages to needed services, for low-income residents living in affordable housing properties that do not have an assigned Resident Services Coordinator. The ability to effectively coordinate services for residents directly impacts the organization’s mission statement in that it allows residents to maintain their housing for longer periods of time, enhances their quality of life, and provides opportunities to advance their self-sufficiency goals. Additionally, this position provides administrative support to Department leadership.

Essential Duties & Responsibilities


Information and Referral Services • Act as the primary responder to the Information and Referral Hotline phone number and email address provided to residents and property management staff. • Provide referrals and resources, as needed, to individuals that seek assistance through the Hotline. • Provide resources and information to property management staff to assist them in responding to resident needs. • Travel to properties to assist with community meetings, meet with residents, meet with property management staff, and conduct outreach, as needed, to provide quality services. • Work with property staff, families, and community agencies to identify and address resident problems before they reach crisis proportions. Work with residents to resolve conflicts with neighbors. • Develop an understanding of the needs of residents at assigned properties through needs assessments, surveys, community meetings, etc. in order to offer appropriate services and resources. • Develop and maintain a comprehensive list of available community resources for property management staff to have on hand to share with residents. • Market and provide information about the Hotline and the role of this position to residents and property management staff. • Establish and maintain partnerships with relevant organizations to enhance services offerings. • Collaborate with Volunteer Program staff to leverage individual and corporate group volunteers at assigned properties. • Implement strategic programs and essential activities through partnerships with other community based service providers/organizations. When other service organizations are not available, may deliver direct services. • Collect required data for all programming offered, record data in the database (Salesforce), and submit reports in an accurate and timely manner. • Report child, dependent adult, and elder abuse and neglect according to State law. • Obtain appropriate releases to interact with others on behalf of the residents. Maintain confidentiality appropriately. • Attend all staff meetings, training sessions, and other appropriate meetings and conferences, as required. • Participate in relevant local, regional, state, and/or national organizations, as assigned.


Department Administrative Support • Assist with drafting Department correspondence and formal documents for various stakeholders. • Assist with scheduling and planning Department meetings, trainings and events, including the coordination of meeting space, catering, and needed supplies. • Develop and deploy spreadsheets and other documents to solicit and record information from other Department staff. • Collect and file monthly reports, Service Agreements, MOUs, and success stories from other services staff. • Other special projects as assigned.


EDUCATION and/or EXPERIENCE • 4-year college degree in social work, sociology, psychology, or related field; OR 2-4 years of experience and/or training in community development, social services or related field; OR equivalent combination of education and experience required. • Training or experience working with diverse cultures and specific populations, depending on the property. Experience with populations such as children and families, seniors, people with developmental disabilities or chronic mental illness, HIV/AIDS may be helpful or required. • Crisis and mental health experience preferred. • Experience conducting community assessments, applying the principals of conflict management and/or de-escalation techniques, and organizing community groups, events, and programs preferred.

PREFERRED SKILLS and/or ABILITIES • Knowledge of services available in Bay Area counties. • Understanding of procedures and eligibility for federal and state entitlement programs and legal liability issues related to service coordination. • Ability to develop effective working partnerships with various types of community groups and institutions. • Function effectively in an environment with diverse cultures, multiple perspectives, and competing needs. • Demonstrate a commitment to recognizing residents’ knowledge and experience as a valuable resource. • Motivate individuals to actively participate in services. • Demonstrated initiative and problem solving skills. • Ability to effectively facilitate meetings and community gatherings. • Proficient with MS Office (i.e. Microsoft Word, Excel, and Outlook). • Experience with Salesforce helpful. • Ability to work independently and as part of a team. • Ability to work some evenings and weekends, as required. • Demonstrated ability to establish trusting, confidential relationships. • Proven ability to work with diverse groups in cooperative problem-solving and consensus building. • Ability to prepare and edit reports, presentations, and other relevant documents for diverse constituents. • Excellent customer service and communication skills.


CERTIFICATES, LICENSES, REGISTRATIONS Travel is required for this position. Must have reliable automobile transportation, a valid California Driver’s License, and vehicle insurance.

*** To be considered for this position, please use this link to apply: ***

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