POSITION TITLE: Residential Services Coordinator I

REPORTS TO: Program Manager

FLSA STATUS: Non-exempt

TIME COMMITMENT: Full-time (40 hours/ week)

SALARY: $20.00 - $23.00 /per hour – DOE

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POSITION SUMMARY:

The Residential Services Coordinator’s role is to assist residents at all the properties where Catholic Charities Diocese of San Diego provides services. All Residential Services Coordinators will be working in a hub and spoke model and use a centralized phone and appointment system to offer our clients at multiple residential buildings the opportunity to be assisted in person or virtually, creating equal access to services to all residents and be able to provide specialized services according to their needs. The implementation of a centralized service model enables the Residential Services Coordinators to create standardized processes while reducing the response time for our clients. Residential Service Coordinators will also work with our external partners and other Catholic Charities programs to improve/increase training options as well as expanding the services we offer our clients. Our programs look at all options, especially leveraging social media and technology enhancements, to upgrade and improve our processes.

AGENCY CULTURE:

The business and social environment we operate in has changed. What worked yesterday may not work today and will likely not work tomorrow. To thrive, we must incorporate new ways of thinking and embrace new practices. As part of our individual and agency cultural change process, it is critical that all employees of Catholic Charities aspire to the following:

§ A commitment to the agency’s mission, vision, and values;

§ A commitment to excellence in everything we do;

§ A commitment to excel at performance and quality improvement;

§ A commitment to outcomes and measured results;

§ A commitment to innovation and to what is possible.

ESSENTIAL FUNCTIONS:

• Rotate between all the Catholic Charities Diocese of San Diego residential properties and provide quality services to our clients.
• Become familiar with all of the locations where Catholic Charities Dioceses of San Diego serves clients.
  
• Meet regularly with the Residential Services team to review case files and become familiar with the needs of our clients at all of our locations. Look for ways to improve or expand the services we provide them.
  
• Train residents on the new appointment process with an emphasis on how to schedule in-person and virtual appointments.
• Train residents on other ways they can use technology to meet their daily needs or improve their standard of living.
• Create social opportunities for residents to prevent isolation and create a sense of community among residents.
• Look at ways to use technology to access services from other Catholic Charities programs to expand services to our clients.
• Work with external programs to create training opportunities for staff and clients. Work with our Outreach and Communications Department to convert these trainings into webinars and videos so the clients and staff can have access to them at any time.
• Work with management and the of the Outreach and Communications Department to promote the services provided and help expand the program.
• Work with management and other team members to regularly review processes and procedures to improve services to the clients.
• Work with internal and external partners to find ways to improve processes and expand our services to clients.
• Work in collaboration with all Residential Services Coordinators to provide residents with quality services that enable residents to have a better quality of life.
• Facilitate conflict resolution among residents, staff, and third parties among all residential buildings served by Catholic Charities Diocese of San Diego.
• Contribute to a positive and effective teamwork environment with colleagues.
• Complete all required statistical records, documentation, and reports in a timely manner.
• Assist with all staff meetings, training sessions, and other appropriate meetings and conferences as required.
• Assist residents from other properties on an as-needed basis
• Look at online services and applications, like the Language-Line application, to help enable the team to provide better service to our clients. Language-Line enables us to help clients who need assistance in another language (other than English).
• Have knowledge of the working of the AASC Online database and phone app. Use these to track appointments and services provided.
• Maintain records to provide monthly statistical reports (Due every 5th of the month) to the Program Manager and/or Department Director.
• Be a member of the American Association of Residential Services Coordinators.
• Acquire 12 Continuing Education Units annually provided by the program.
• Inform all presumed abuse of residents to the appropriate agency.
• Build rapport with residents to establish trust.
• Execute the appropriate evaluation and intake processes to ensure quality delivery of services to clients. Also, look for ways to automate the intake process to make it easier for clients to enter into this program.
• Facilitate referral and case management for clients to outside services in the case that CCDSD services do not meet the client’s needs.
• Regularly survey clients to collect feedback on services offered and service satisfaction and collect client input on service improvement opportunities.
• Collaborate and communicate with all Catholic Charities staff and volunteers to remain consistent in policies and procedures.
• Adhere to all agency policies and procedures.
• Complete and submit all required and assigned paperwork in an accurate and timely manner.

QUALIFICATIONS. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• This grant-based position requires that goals and objectives are met and that proper documentation is maintained.
• Applicants need to be resourceful, and good problem solver
• Applicants need to be responsible, self-motivated, trustworthy, and able to balance the various requirements of this position so they can help the residents and support their program.
• Must have a strong desire to help others and should be able to respect, inspire, gain trust, and build confidence among senior citizens and people with disabilities.
• Needs to be able to communicate and interact with residents with a professional and friendly demeanor.
• Applicants should have an associate’s Degree (A.A.) in Social Work, Gerontology or a related field.
• Applicants should have two or three years of experience in social service delivery with seniors and people with disabilities; or a combination of education and experience.
• Possess knowledge of supportive services for seniors and people with disabilities
• Ability to advocate, organize, and provide results for those served.
• Ability to write reports, case notes, business correspondence, and procedure manuals.
• Possess the ability to effectively present oral and written information and respond to questions from groups of managers, clients, customers, and the public
• Bilingual in English and Spanish or other languages (oral and written), preferred.
• Use of computers, Internet, email, and telephone systems.
• Familiarity with Microsoft Windows, Internet Explorer, and Windows file management.
• Ability to learn and become proficient with Microsoft Office applications – Word, Excel, PowerPoint, and Outlook.
• Ability to enter data into a Service Coordinator based software program (training provided).
• Willingness and aptitude to learn new computer applications and skills as the need arises

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the requirements of this job. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include distance vision and watching computer monitors. The employee may need to drive to purchase supplies, attend meetings, and visit residents. This mileage is reimbursed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Catholic Charities Diocese of San Diego is a diverse, all-inclusive service organization and employer. We do not discriminate against any candidates on the basis of: race, color, creed, national origin, religion, sex, gender and/or gender reassignment status, age, sexual orientation, disability, pregnancy and/or maternity, marriage and/or civil union status, or any other legally protected characteristics.