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Currently Hiring: Resident Services Specialist

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Job Title: Resident Services Specialist
Department: Office of the CHO
Reports To: Resident Services Manager
FLSA: Exempt
Effective: January 28, 2023

Position Summary:

As a Moving to Work (MTW) Expansion Agency under the Landlord Incentives Cohort #3, this position reports to the Resident Services Manager. The Resident Services Specialist provides case management and outreach, conducts household assessments, and makes referrals to address family and/or individual needs. Outreach, assessments, and referrals will promote resident stability, independence, health, and self-sufficiency for residents who reside in public housing, housing choice voucher, or tax credit units. The Resident Services Specialist promotes safe living environments and encourages the community's growth to better meet the needs of individual residents in housing communities by increasing access to resources and facilitating self-advocacy.

Major Responsibilities:

The statements here reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skills typically required, and the scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or balance the workload. The position description complies with the American Disabilities Act (ADA).

Essential Functions:

  1. Be available onsite to residents at assigned location(s).
  2. Establish and maintain relationships with the residents of the assigned location(s) as a means of being a resource for the property. Coordinates and promotes activities that create a sense of community between the residents and the property.
  3. Facilitate orientation, intake, and assessment for new families enrolling in programs.
  4. Provide short- and/or long-term case management as determined by individual program requirements and agency needs.
  5. Meet with residents to identify barriers to self-sufficiency and assess physical, social, and economic conditions to develop service plans for programs as assigned.
  6. In a timely manner, electronically document all activities and outcomes in data tracking systems as required by DH, HUD, and state or local rules.
  7. Periodically evaluate programs by assisting with data collection and reporting; prepare program reports on a monthly/quarterly/annual basis using preferred software or digital systems as assigned.
  8. Participate in the coordination of activities for the participants of programs, including facilitation of program events and scheduling of program activities (such as budget workshops, food distributions, health/wellness events, and/or employment networking events.)
  9. Develop and maintain a comprehensive network of education, training, financial and economic development, health/wellness, and other supportive services as determined by program requirements and resident needs.
  10. Explain resident services programs, housing programs, MTW activities and other pertinent information by creating newsletters, email blasts, conducting phone calls, hosting informational meetings, and contacting residents door-to-door.
  11. Organize special activities, facilitate groups, and host recreational events to promote resident wellness; activities may include arts and crafts, exercise classes, tours, dances, or other activities as programs require.
  12. Arrange transportation as needed for residents to attend various functions, programming and services.
  13. Maintain a working knowledge of Housing policy and procedures to assure residents have a clear understanding of changes that may affect their residency.
  14. Follow up on all referrals in a timely manner to ensure that adequate and appropriate services are provided.
  15. Actively recruit for the assigned program on an as-needed basis to ensure the program is operating at optimal capacity.
  16. May drive a passenger van to transport residents and/or help obtain accessible transportation for residents when necessary, such as Handi-Lift and the like.
  17. Keeps current regarding available community resources and federal, state, and local programs and fulfills required education and training requirements.
  18. Works with the management team to identify residents who need assistance; supports resident retention; promotes educational and wellness activities for residents; provides a safe community; foster and builds a sense of community.
  19. Encourages residents' self-advocacy and empowerment in meeting their social, psychological, physical, economic, and other self-sufficiency needs.
  20. Assists with the development of marketing tools for program awareness.
  21. Undertakes and performs other work-related duties and special projects assigned by the Resident Services Manager, CHO, COO, & CEO, including research, evaluation, analysis reporting, recommendation, problem resolution, and internal and external communications to support strategic goals as required.

Required Knowledge and Abilities:

  1. Knowledge of social service delivery systems.
  2. General understanding of Dothan Housing's Moving-to-Work (MTW) Plan.
  3. Knowledge of holistic case management techniques.
  4. Knowledge of procedures for planning, implementing, and maintaining various social service programs.
  5. Knowledge of issues impacting low-income individuals and families.
  6. Knowledge of methods and techniques of effective case management and assessment skills.
  7. Knowledge of social service programs and community resources.
  8. Knowledge of recent developments, current literature, and sources of information related to social service program administration and implementation.
  9. Knowledge of standard program evaluation methods and report writing procedures.
  10. Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations to support goals.
  11. Excellent oral, written, and interpersonal communication skills to effectively interact and exercise discretion, judgment, and diplomacy when interacting with media, government agencies, public agencies, contractors, consultants, persons of diverse backgrounds, and others in relation to various DH programs and other services.
  12. Ability to assist Asset Manager and, on occasion, and/or property staff, as assigned.
  13. Ability to form community partnerships and develop resources for program participants.
  14. Ability to interpret and apply DH policies, procedures, rules, and regulations.
  15. Ability to prepare comprehensive reports and agendas for internal use and outside presentation.
  16. Ability to communicate clearly and effectively, both verbally and in writing.

Required Education/Experience:

  • An associate's degree and/or three (3) years of demonstrated case management experience in social services or similar experience.
  • Prefer a bachelor's degree and/or two years of demonstrated case management experience in social services or similar experience.
  • Two (2) years of experience working with resident services.
  • Experiences with the required degree must include working for a Moving to Work (MTW) Expansion Public Housing Authority (PHA) or in a public or non-profit organization, human resources, and community building/economic development, preferably in low-income communities.
  • Has the ability to express yourself clearly and concisely, orally and in writing. Has the ability to establish and maintain an effective working relationship with others. Has the ability to plan, develop and coordinate the analysis of policy and policy revision as policy relates to housing law and regulation.
  • The ability to meet timelines and target dates with complete and accurate reporting.


For a full job description or for more information about this position, please email our Human Resources Coordinator.