Position Summary

The Advantage Services Operations & Coverage Coordinator is a hybrid leadership support and direct service role designed to increase departmental capacity while ensuring continuity of high-quality resident services across the Advantage Services department. Reporting to the Director of Services, this position provides temporary coverage for vacancies, leaves, high-need sites, and operations projects while serving as an operational resource that strengthens department systems, training, communication, and cross-functional collaboration.

The Coordinator facilitates resident-centered services that promote housing stability, community engagement, and resident well-being through advocacy, crisis intervention, resource navigation, and supportive programming. In addition, the Coordinator assists in departmental operational initiatives, supports onboarding and staff development as a peer mentor, and helps develop standardized processes.

This position is ideal for an experienced, adaptable professional who thrives in dynamic environments, can quickly build relationships across communities, and enjoys balancing direct resident support with strategic operational work.

The Impact

The Advantage Services Operations & Coverage Coordinator strengthens the organization's ability to provide uninterrupted resident services while increasing departmental capacity through operational excellence, staff development, strategic collaboration, and continuous improvement. This role serves as a bridge between direct service delivery and department operations, ensuring residents, staff, and partners receive consistent, high-quality support across the CommonBond portfolio.

Salary:

Role Scope

This is an advanced-level position requiring independent judgment, strong organizational skills, and the ability to successfully balance multiple priorities.

Essential Duties & Responsibilities

Roving Service Coordination & Resident Services (40%)

Provide flexible site coverage throughout the CommonBond portfolio to ensure continuity of resident services during vacancies, leaves, staff transitions, and periods of increased need.

• Plan, coordinate, promote, manage, and document resident-centered programs and supportive services.
• Conduct resident assessments and provide housing stability support through advocacy, coaching, and resource navigation.
• Work collaboratively with Property Management to provide lease education and assist residents in overcoming barriers to lease compliance.
• Connect residents to community resources and facilitate referrals to partner organizations.
• Develop collaborative relationships with community organizations that strengthen resident stability and well-being.
• Support resident engagement by facilitating community events, resident associations, leadership opportunities, and educational programming.
• Coordinate community partnerships, food distributions, volunteer engagement, and resident communications.
• Assist with move-ins, inspections, transitions, and resident outreach activities.
• Maintain site budgets, newsletters, calendars, and communication materials as assigned.

Operations & Department Capacity (30%)

Department Operations

• Support implementation and continuous improvement of Advantage Services policies, procedures, and workflows.
• Assist in the coordination and execution of department-wide projects and strategic initiatives.
• Help develop and maintain resource libraries, templates, guides, and standardized documentation.
• Support committee work, project tracking, and follow-up on departmental action items.
• Assist leadership with operational planning, quality improvement initiatives, and cross-functional collaboration.
• Monitor and identify trends in service delivery, documentation, and resident needs to recommend operational improvements.

Training & Staff Development

• Provide mentorship and technical support to new and existing team members.
• Assist in the development of supplemental training materials, job aids, and best practice resources.
• Help facilitate portions of department meetings, committees, and trainings as assigned.
• Model organizational values: healthy team communication, resident-centered decision-making, and collaborative problem-solving.

Case Management & Crisis Response (10%)

• Assist with emergency response efforts, resident relocations, and organizational crisis response initiatives.
• Assist in tasks that respond to resident crises utilizing trauma-informed and de-escalation practices.
• Support complex resident situations.

Team Collaboration & Leadership (10%)

Serve as a department resource and informal leader by:

• Providing mentorship and guidance to new team members.
• Modeling professionalism, adaptability, and collaboration.
• Engaging in constructive problem-solving and conflict resolution.
• Giving and receiving feedback in a respectful and solutions-focused manner.
• Communicating effectively with internal and external stakeholders.
• Maintaining timely communication through Outlook, Microsoft Teams, and other organizational platforms.
• Participating actively in department meetings, cross-functional initiatives, and organizational committees.

Documentation & Data Management (10%)

• Maintain accurate, timely, and confidential resident and operational documentation.
• Support department data quality initiatives and documentation best practices.
• Assist staff with technical support related to documentation systems.
• Maintain service directories, resource databases, and operational materials.

Professional Competencies

The successful candidate demonstrates:

Strategic & Operational Thinking

• Anticipates challenges and helps to develop proactive solutions.
• Balances competing priorities while maintaining exceptional organization.
• Identifies opportunities for continuous improvement.

Resident-Centered Practice

• Applies trauma-informed, strengths-based, and culturally responsive approaches.
• Maintains appropriate professional boundaries.
• Demonstrates commitment to equity, inclusion, and resident voice.

Leadership

• Builds trust and credibility across teams.
• Mentors colleagues and supports professional growth.
• Models accountability, collaboration, and healthy team dynamics.

Communication

• Demonstrates exceptional written and verbal communication skills.
• Adapts messaging for diverse audiences.
• Builds strong relationships with internal and external stakeholders.

Technical Skills

Proficiency with:

• Microsoft Office 365 Suite
• Microsoft Teams & Outlook

Ability to quickly learn additional organizational software systems including, but not limited to:

• HMIS
• ETO (including ability to train and mentor staff)
• SAP Concur
• Webex
• Canva
• Virtual meeting and presentation platforms

Minimum Qualifications

• Minimum of 4 years of experience providing resident services, case management, supportive housing services, or community engagement.
• Experience working within diverse communities, including people of varying ages, races, cultures, gender identities, sexual orientations, languages, abilities, and income levels.
• Experience managing operational projects or cross-functional initiatives.
• Knowledge of community resources and service networks.
• Demonstrated ability to develop partnerships and collaborate across organizations.
• Excellent interpersonal, organizational, and written communication skills.

Preferred Qualifications

• Bachelor's degree in social work or related field OR at least four years of work experience in a related field.
• Licensed mental health professional or social worker.
• Experience working with individuals and families transitioning out of homeless and working with coordinated entry system.
• Experience in affordable housing or supportive housing environments.
• Experience in crisis intervention and de-escalation techniques.
• CPR and First Aid certification (or ability to obtain within six months).
• Experience with supportive service or behavioral health documentation.
• Bilingual or Multilingual.

Work Environment

This position operates in office settings, community housing environments, and resident or community spaces as needed. The role requires flexibility to respond to changing operational needs and resident situations and may occasionally include evening or emergency response responsibilities. Please note that this position requires the ability to travel frequently between CommonBond Communities sites using a personal vehicle.

Physical Requirements

• Ability to sit for extended periods.
• Ability to lift, carry, push, and/or pull up to 50 pounds.
• Ability to enter data into a computer and maintain documentation.
• Ability to communicate effectively with internal and external audiences.
• Ability to travel frequently between CommonBond Communities sites using a personal vehicle.