Resident Services Coordinator

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FULL TIME 614 Mass Ave, Cambridge, MA, US

2 days ago Requisition

Salary Range: $55,000.00 To $65,000.00 Annually

Founded in 1988, Hildebrand Family Self-Help Center, Inc. serves families experiencing homelessness in Greater Boston. Our mission is to transition families out of homelessness to safe, affordable, permanent housing while working to disrupt the systems that lead to poverty and homelessness. Hildebrand provides emergency shelter, permanent housing, case management, housing search, and stabilization services.

Our vision is Every Family Has a Home.

Reporting to the Chief Operating Officer, the Resident Services Coordinator supports tenants in Hildebrand's Permanent Housing and Boston Continuum of Care (CoC) funded supportive housing programs. The Coordinator connects residents with social services, health programs, and community resources that promote independent living and long-term housing stability.

The role combines hands-on resident support with strong responsibility for rent administration, income recertification, lease documentation, housing inspections, and unit cleanliness. Working with Finance, Facilities, Programs, housing authorities, and community providers, the Coordinator identifies risks early, follows through on corrective actions, and maintains accurate, timely records. Services reflect Housing First, trauma-informed, and strengths-based practices, resident choice, and applicable program requirements.

• Build consistent relationships through onsite presence, resident outreach, and individualized assessments of housing stability, independent living skills, and service needs. Develop resident-centered support plans with measurable goals and follow-up dates.
• Connect residents to mental health and substance use care, primary healthcare, health coverage, food and nutrition programs, public benefits, transportation, educational and vocational training, employment resources, childcare, and legal assistance.
• Help residents complete applications, schedule appointments, and navigate referrals. Obtain appropriate consent, coordinate with providers, and follow up to confirm access and address barriers. Provide coordination and support within the role's scope; refer clinical treatment to qualified providers.
• When serving older adults or residents with disabilities, coordinate aging, disability, homecare, and accessibility resources that support safe, independent living and connection to the community.
• Provide tenancy education on rent payment, recertification, housekeeping, lease obligations, and neighbor relations. Offer resource sessions and resident meetings responsive to identified needs.
• Respond to conflicts, grievances, lease concerns, and crises using de-escalation and problem solving. Develop housing retention plans, coordinate reasonable accommodation requests through approved procedures, and refer legal or termination decisions to the COO and authorized counsel.

• Maintain timely, objective records of assessments, resident contacts, service plans, referrals, rent follow-up, inspections, and corrective actions. Protect confidentiality and keep sensitive service information appropriately separated from tenancy and financial records.
• Complete required HMIS entries, annual assessments, eligibility documentation, and Boston CoC reporting for assigned projects, according to applicable deadlines and data quality standards. Prepare files for monitoring visits and audits and correct identified deficiencies.
• Apply applicable fair housing, accessibility, resident rights, privacy, and funding requirements. Respect resident choice and service participation rules. Track time and activities accurately by program and funding source.
• Provide a monthly report to the COO on rent arrears, recertification completion, inspection outcomes, corrective action status, vacancies, housing retention, and service referral follow-through. Identify trends and recommend improvements.
• Attend regular supervision with the COO and coordination meetings with Finance, Facilities, Programs, and external partners. Report emergencies, compliance risks, missed deadlines, and significant tenancy concerns promptly.
• Perform all other duties as assigned, consistent with the position and…