Resident Services Coordinator

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.

POSITION SUMMARY

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.

RESPONSIBILITIES

Resident Support and Service Coordination 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.

Documentation Compliance and Accountability 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 applicable funding requirements.

Rent Administration and Recertification Maintain a current tenant and lease database, including rent obligations, subsidy information, lease renewals, recertification dates, and required notices. Track deadlines and initiate follow-up early enough to prevent lapses in assistance. Coordinate monthly rent administration with Finance: review rent rolls and payment records, verify tenant and subsidy balances, resolve discrepancies, and document outstanding payments and follow-up.

Finance retains accounting and payment reconciliation oversight. Address arrears promptly through resident outreach, budgeting support, rental assistance referrals, and proposed repayment plans. Escalate unresolved arrears and tenancy risks to the COO; obtain required approval for payment agreements and formal notices.

Complete annual and applicable interim income recertifications, gather and verify income and household documentation, prepare required rent calculations and submissions, and communicate approved changes to residents, Finance, and subsidy administrators. Coordinate lease renewals and subsidy paperwork with housing authorities and voucher administrators.

Maintain complete files and provide clear explanations of rent responsibilities, reporting obligations, and recertification requirements. Housing Inspections and Unit Cleanliness Coordinate required public housing authority, subsidy administrator, municipal Inspectional Services, funder, and other applicable housing inspections.

Maintain an inspection calendar, prepare residents and units, and track findings through documented correction and reinspection. Conduct scheduled unit visits and move-in and move-out inspections consistent with leases, required notice, resident privacy, and organizational procedures. Assess sanitation, clutter, pest activity, safe exits, and other health or safety concerns.

Work with residents on practical cleanliness and housekeeping plans. Connect tenants to cleaning assistance, homecare, disability supports, or specialized clutter and hoarding resources when needed; document follow-up respectfully and objectively. Submit detailed work orders in Buildium or the designated system, coordinate repairs and pest treatment with Facilities, and verify completion with residents.

Escalate emergencies, failed inspections, and unresolved habitability concerns immediately to the COO and appropriate responders. Coordinate vacancy readiness, unit turnover, apartment showings, move-ins, and move-outs. Follow approved tenant selection and applicable Boston CoC coordinated access requirements; coordinate utility changes and lease execution with authorized staff.

QUALIFICATIONS

Associate degree in human services, social work, housing, business administration, or a related field; an equivalent combination of education and relevant experience will be considered. Bachelor’s degree preferred. At least three years of relevant experience in resident services, housing stabilization, case management, or affordable housing operations, including hands-on rent administration, income recertification, or housing inspection coordination.

Working knowledge of subsidized housing, lease administration, housing retention, public benefits, and Greater Boston service networks. Experience with Boston CoC funded supportive housing, HMIS, and coordinated access preferred. Ability to interpret program requirements, review income documentation, perform accurate rent calculations, manage competing deadlines, and maintain audit-ready records.

Strong documentation, communication, relationship-building, crisis de-escalation, and problem-solving skills. Experience supporting people affected by homelessness, mental health concerns, disabilities, or economic hardship. Proficiency with Microsoft Office, spreadsheets, and property management or case management systems; experience with Buildium, Yardi, or HMIS preferred.

Ability to work respectfully across diverse backgrounds, maintain boundaries and confidentiality, and apply trauma-informed and strengths-based approaches. Spanish or Haitian Creole language skills preferred. Resident service coordination or affordable housing certifications, such as COS, CPO, or SHCM, preferred. Monday-Friday 9am-5pm 40