The Family Support Coordinator (FSC) works under the joint supervision of the Executive Director and Director of Property Management, in partnership with members of the Property Management team to connect residents—especially families at risk of eviction—with the supports and wraparound services they need to be successful in their homes.  The FSC will take a proactive approach to engaging with assigned individuals, using empathy, tact, and professionalism to build trusting relationships that promote participation and result in participant access to long-term successful housing placement.  The FSC will also assist in the implementation and maintenance of a case management system to allow accurate, real-time tracking and communication of progress to all critical internal team members and partners. This is a direct Service role.
 
Essential Job Responsibilities:

• Work in collaboration with Property Managers to resolve tenant conflict/lease violations.
• Families and non-elderly individuals are the primary focus.  Many participants will have a history of homelessness or other housing-related challenges.
• Build trusting relationships to develop a comprehensive knowledge of each resident participant’s strengths and challenges as they pertain to remaining safely in their home.
• Proactively contact referred residents using personal introductions, door knocking, and other techniques that may be required to make initial and ongoing contact with each individual to promote successful engagement.
• Work with residents to ascertain needs and assist in identifying and accessing applicable services offered by partner agencies as appropriate to prevent eviction and homelessness.
• Establish and maintain good working relationships, on-going liaison with, and an in-depth knowledge of the services available from community organizations including but not limited to HOPE, CVOEO, John Graham Housing & Services, Turning Point Center, DCF, and the Parent Child Center; attend meetings with partner agencies and collaboration groups as required.
• Assist the management team in the development, implementation and maintenance of a case management tracking system, including the ongoing, timely entry of status updates and applicable notes regarding progress.
• Provide education to participants to help them become self-sufficient.
• Provide support to participants moving into housing under Memoranda of Understanding (MOUs) with service partners to ensure needs are identified and met through the development of an Individualized Service Plan (ISP) and necessary releases.
• Check in with assigned resident communities and be available for support, conflict resolution, and crisis intervention as needed by the Property Management Team.
• Provide resources to help residents resolve social interaction challenges.
• Acts as advocate for residents as appropriate.
• Identify resident and community needs/wishes and develop community-based programming in response; develop and maintain a regular calendar of activities and events for participants.
• Perform timely and accurate data entry to track status of each assigned individual or family’s progress; provide data analysis and reporting to Management Team to guide program development.
• Work on special projects as needed.
• Other duties as assigned.

 
General

• Interacts with the general public and residents in a professional, respectful and courteous manner.
• Represent ACCT and its interests to residents and the general public. 

Job Qualifications: 

• BA in Social Work, Psychology, or another Human Services field or equivalent combination of education and experience preferred
• Previous experience working with high-risk populations, and/or coordinating services is preferred
• Knowledge of area resources and programs available to low-income individuals, including transportation, health services, and housing are strongly preferred
• Ability to perform work with empathy, consideration, respect and professionalism under stressful circumstances is essential
• Familiarity with HIPAA regulations and ability to handle sensitive information in a confidential, professional manner
• Commitment to ACCT’s mission of providing quality affordable housing and related supports for families, individuals, and seniors to be successful.
• Valid driver’s license, certificate of insurance, and reliable transportation are required; the FSC position requires frequent travel between sites. 

Attributes Required:

• Effective communicator:   Must convey the purpose of the organization well at all times.  **Must be able to clearly and respectfully articulate problems, concerns, and potential solutions.**
• Ability to Handle Adversity and Resolve Conflicts:  Must be able to endure stressful resident situations and resolve same through sympathetic and fair action with a degree of detachment necessary to maintain healthy boundaries.  Must have strong ability to maintain cooperative and effective relationships.

• Highly Organized and Self-Motivated: must be able to initiate and complete projects in a fast-paced environment with a high degree of independence while working effectively as a member of a team. 

Skills Required

• Technical skills:  Must have proficiency in computer word processing, spreadsheet (especially Excel) and database programs (experience with Classic & other property management software a plus).  Must be comfortable with office equipment including copier, fax, computers, etc. 

Physical Qualifications:

• Must be able to climb at least two successive flights of stairs, lift and carry packages of the size and weight typical of office deliveries and on occasion 40 lbs. or more, and perform tasks at a computer workstation for an eight-hour workday, five days a week.
• This individual must have the physical and mental abilities to perform the essential job duties listed above. However, reasonable accommodation may be extended to help perform those duties.
• The job entails long periods of sitting at a desk.