Key Responsibilities and Required Skills for Resident Services Coordinator

🎯 Role Definition

The Resident Services Coordinator is a frontline property professional who plans, coordinates, and delivers resident-focused programs and support services that enhance resident retention, community wellbeing, and compliance with affordable housing program requirements. This role blends case management, community engagement, administrative oversight, and vendor coordination to ensure a safe, supportive, and well-maintained living environment for residents while supporting property management and ownership objectives.

📈 Career Progression

Typical Career Path

Entry Point From:

Leasing Consultant or Leasing Agent
Resident Assistant / Community Ambassador
Social Services Aide or Case Manager

Advancement To:

Senior Resident Services Coordinator / Manager
Resident Services Director / Program Manager
Property Manager or Multifamily Operations Manager

Lateral Moves:

Compliance Coordinator (Affordable Housing Programs)
Community Outreach Manager
Tenant Relations Specialist

Core Responsibilities

Primary Functions

Develop, implement and manage a comprehensive resident services plan that aligns with property goals and owner objectives, including needs assessments, program calendars, budgets, and measurable outcomes for resident retention and wellness.
Conduct individualized resident intake and needs assessments for new and existing tenants, maintain confidential case files, and create personalized service plans that address financial counseling, employment support, health referrals, and access to community resources.
Provide ongoing case management including crisis intervention, housing stabilization strategies, conflict mediation, follow-up care, and referrals to internal and external service providers such as behavioral health, substance use programs, and workforce development agencies.
Coordinate lease enforcement and resident communications in partnership with property management, including issuing notices, following-up on lease violations with a wellness-first approach, and documenting interventions and outcomes in the property management system.
Maintain compliance with programmatic funding requirements (e.g., HUD, LIHTC, Section 8), prepare and submit required documentation and resident certifications, and collaborate with compliance teams during audits and inspections.
Manage and report on rent- and subsidy-related documentation (income verifications, recertifications, rent calculations) to ensure accuracy, timeliness and alignment with affordable housing regulations and property policies.
Plan and execute resident engagement initiatives — workshops, classes, family events, wellness activities, tenant advisory councils — to build community, improve resident satisfaction scores, and increase lease renewals.
Develop partnerships with local non-profits, government agencies, schools and healthcare providers to expand resident access to jobs, education, childcare, public benefits, and supportive services; negotiate MOUs and vendor agreements when necessary.
Track program metrics, prepare monthly and quarterly resident services reports, analyze outcomes to demonstrate impact (e.g., reduced evictions, increased employment placements) and make data-driven recommendations to property leadership.
Facilitate onboarding and orientation sessions for new residents that cover property rules, safety procedures, emergency contacts, community resources and available resident programs to ensure smooth move-ins and high first-impression satisfaction.
Coordinate maintenance and service requests for vulnerable residents, prioritizing wellness and safety concerns, following up to resolution, and escalating facilities issues when necessary to preserve habitability and compliance.
Lead or participate in interdisciplinary team meetings with property management, leasing, maintenance and accounting to align resident services with property operations, resolve cross-functional problems, and improve tenant experience.
Administer emergency response protocols and safety plans for the property, including communicating evacuation plans, coordinating sheltering resources, documenting incidents, and liaising with local emergency services as needed.
Oversee resident eligibility screening for property-sponsored scholarships, rental assistance, case services, or targeted support funds; manage waitlists and maintain transparent, equitable selection processes.
Develop and maintain accurate resident databases, case notes and program records using property management platforms (Yardi, RealPage, Entrata, or similar) and CRM tools; ensure confidentiality and compliance with data protection policies.
Manage small budgets for resident services programming, track expenditures, reconcile invoices, and pursue cost efficiencies or grant funding opportunities to expand service offerings.
Provide training and supervision to volunteers, interns and resident leaders who support program delivery, including setting expectations, checking-in on progress and documenting effectiveness of volunteer contributions.
Design and distribute resident-facing communication materials — newsletters, digital notices, social media posts, flyers — to promote programs, policy updates, emergency alerts, and community highlights in clear, accessible language.
Execute outreach and retention strategies targeted to high-risk cohorts (e.g., elderly, persons with disabilities, families at risk of eviction) including home visits, case conferences and proactive engagement to avert negative outcomes.
Facilitate resident governance and civic engagement by supporting tenant councils, coordinating elections, and providing training on leadership, advocacy and conflict resolution to resident representatives.
Monitor and escalate legal or regulatory issues (eviction processes, HUD findings, fair housing inquiries) to property management and legal counsel while documenting resident communications and attempted resolutions.
Coordinate specialized services such as transportation assistance, food distribution, technology access programs, and utility assistance applications that reduce resident cost burdens and support housing stability.

Secondary Functions

Assist in special projects such as resident satisfaction surveys, capital needs planning input, or pilot program implementation to test scalable services that improve occupancy and retention.
Support leasing and marketing efforts by providing resident testimonials, program success stories, and community event participation to enhance property reputation and attract quality prospects.
Maintain a resource library (hard-copy and digital) of community services, benefits applications and legal aid contacts for distribution to staff and residents.
Participate in professional development, training and industry conferences to stay current on best practices for supportive housing, case management, and affordable housing compliance.
Serve as liaison between residents and third-party contractors (security, maintenance, social service vendors) to coordinate on-site events, repairs, and resident-centered services.

Required Skills & Competencies

Hard Skills (Technical)

Case management and documentation: proficiency in conducting assessments, developing service plans, documenting progress notes, and maintaining confidential records.
Affordable housing compliance knowledge: working familiarity with HUD regulations, LIHTC compliance, Section 8 program rules, income verification and recertification processes.
Property management software: experience using Yardi, RealPage, Entrata, or equivalent for resident records, work orders and reporting.
Data tracking and reporting: ability to extract, analyze and present program metrics (Excel, Google Sheets, basic SQL or reporting tools optional).
Crisis intervention and de-escalation techniques: trained in safety planning and rapid response for behavioral health incidents.
Benefits and entitlements navigation: knowledge of public benefits (SNAP, TANF, Medicaid/Medicare, SSI/SSDI) and application assistance processes.
Budgeting and grant administration: experience managing small program budgets, invoice reconciliation, and grant or donor reporting.
Microsoft Office / Google Workspace: advanced use of Excel, Word, Outlook and presentation tools for documentation and communications.
Lease compliance and eviction prevention strategies: understanding of lease terms, notice procedures and mitigation strategies to support housing stability.
Multilingual capabilities (preferred): proficiency in Spanish or other community languages to enhance resident outreach and access.

Soft Skills

Empathetic communication: patient, non-judgmental approach to resident interactions with strong active listening.
Conflict resolution and mediation: skilled at facilitating conversations, negotiating mutually acceptable outcomes, and reducing tenant disputes.
Cultural competence and sensitivity: ability to work respectfully with diverse populations and understand the intersectional needs of residents.
Time management and prioritization: capable of balancing high caseloads, urgent needs and planned programming simultaneously.
Problem-solving and resourcefulness: proactive in identifying barriers and finding creative local solutions or partnerships.
Collaboration and teamwork: works effectively with property management, maintenance, partners and volunteer teams.
Professional discretion and ethics: maintains resident confidentiality and exercises sound judgment with sensitive information.
Strong written communication: produces clear, persuasive resident-facing materials, reports and case summaries.
Initiative and accountability: self-starter who follows through on commitments and documents outcomes.
Adaptability and resilience: comfortable in dynamic, fast-paced housing environments with shifting deadlines and resident needs.

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED; required.

Preferred Education:

Associate's or Bachelor's degree in Social Work, Human Services, Public Administration, Sociology, Community Development, or a related field.

Relevant Fields of Study:

Social Work
Human Services
Community Development
Public Administration
Sociology
Nonprofit Management

Experience Requirements

Typical Experience Range:

1–5 years of experience in resident services, case management, social services, property management, or community outreach.

Preferred:

3+ years working in affordable housing, supportive housing, or property management with direct resident engagement and documented experience with HUD/LIHTC compliance.
Experience with crisis intervention, benefits navigation, program design, and partnerships with community-based organizations.