HOU’s Resident Services programs positively affect the preservation of newly developed and currently established assisted and mixed-income communities across the country. All of the communities in which we have been involved continue to be the kind of quality communities envisioned by those that built them.
WHAT ARE RESIDENT SERVICES?
Resident Services play a critical role in the success of communities by providing staff who work closely with property management staff and resident councils, and who act as a connector between residents, management staff, and area social services. In short, Resident Services is the bond that holds communities together and provides quality services in the following areas:
- - Case Management / Social Services Coordination
- - Educational and Recreational Programming
- - Social Service Provider Coordination and Review
- - Establishing and Fostering Community Standards
- - Eviction Prevention / Resident Advocacy
- - Employment and Training Services
- - Community Development
Work with residents in key areas of Lease Compliance:
- - Housekeeping and Maintenance Standards
- - Rent Arrearages
- - Eviction Advocacy
- - Section 8 Re-certifications
- - Annual Unit Inspections
- - Addressing Public Safety Concerns and Reports
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The Villages at Marley Station
Glenburnie, MD
HOU has provided Resident Services Coordination at the Villages at Marley Station since 1998. Resident Services is an integral part of the on-site staffing team, and plays a critical role in supporting positive relationships between our residents and the Management office. Our primary function in the community is to effectively assist residents who have requested support in enhancing the quality of their daily lives. HOU provides residents with information and supportive access to local services and resources that can assist the resident in becoming self-sufficient. HOU also provides top-notch eviction prevention and helps our resident achieve their goals. Additionally, HOU collaborates with Management and the residents to provide effective conflict mediation, homework help for children in grades 1-5, and educational and employment searches for this 757-unit property with over 2,000 residents.
Harbor Point on the Bay
Boston, MA
HOU has provided both relocation and resident services support to Harbor Point on the Bay since 1985. This 1,283-unit mixed-income property is located in the heart of Boston and has benefitted from HOU’s expertise in community development, resident advocacy, and social servicecoordination. HOU collaborated tirelessly with both the residents and the ownership through all phases of redevelopment and also provided invaluable consulting services in the development of the Resident Board of Directors, now known as the Harbor Point Community Task Force—co-owners of Harbor Point on the Bay. HOU routinely assists residents in the following areas: conflict mediation, resident advocacy, expert social services coordination, employment and educational assistance, accessing charitable monies, furniture, and food donations, elderly advocacy and programming, and a host of youth-oriented services and programs. HOU’s intervention strategies with at-risk individuals and families have helped Harbor Point become a thriving and cohesive community that has become a benchmark for properties all over the country.
Oak Hill
Pittsburgh, PA
HOU provides direct service to the residents in the Oak Hill community and works closely with both Management and residents in areas such as pre-move-in inspections, new-move-in welcome visits, response to management referrals such as late rent, housekeeping concerns, and disorderly conduct. Additionally, HOU responds to security reports, initiates direct contact with residents via initial and follow-up home, telephone, and office visits, resident referrals for employment and education assistance, and acts as a liaison between the residents we support and area social service agencies. HOU strives to promote self-sufficiency and a healthy community environment for all residents of Oak Hill.
Townhomes on Capitol Hill
Washington, DC
HOU was selected by the Townhomes on Capitol Hill’s Board of Directors to provide services to support the members of this cooperative housing development located in the heart of Washington, DC. Regular on-site programs for adults include workshops in the areas of art, basic computer skills, financial management, health, nutrition, and weekly exercise classes. Additionally, HOU plans family trips, holiday celebrations, movie nights, and informational sessions as needed. The site has a library, managed by the Southeast Public Library, where visitors can browse and enjoy on-site reading or borrow books, and a Business Center with internet–ready computers. Residents also take advantage of our free faxing, photocopying, resume development, and job searching services. HOU also provides basic computer skills classes and software training as a part of our job search services. The Family Support Program sponsors a weekly Parent Support Group for all interested residents. As always, HOU’s site staff strive to develop resources and link the residents we support to any appropriate services that will assist with individual and family needs.
Residences at Governor’s Square
Harrisburgh, PA
In 2003, HOU was hired to perform relocation services to the Maclay Street Apartments, what is now the Residences at Governor’s Square relocation services at the McClay. After successfully relocating the original Maclay residents, HOU was contracted to provide resident services to this 222 unit affordable housing community located in Harrisburg, PA. Today, HOU continues to serve Governor’s Square families by providing the highest quality resident services. HOU’s talented staff is committed to working closely with both the Management office and the residents to effectively identify at-risk households in the interests of connecting them with services that will preserve their tenancy. The Resident Services team at Governor’s Square places a heavy emphasis on resident advocacy while striving to provide the residents the tools they need to empower them to reach their goals on a personal level as well as with their tenancy.
Hilltop Apartments
Duquesne, PA
HOU has provided resident services to the Hilltop Apartments community since 2003 and has had a very positive impact on the property during this tenure. This talented team promotes and encourages the families they support to strive for self-sufficiency by helping them to access educational and employment opportunities, area social services, and by developing attainable goals for all family members. HOU works closely with Management at this property by responding to both Management and resident referrals in areas such as late rent, housekeeping, disorderly conduct, and other lease violations, and following up on security reports. HOU strives to welcome each new family to the property when they move in, effectively establishing a rapport with the residents and setting the stage for a good working relationship and area social services connections. Additionally, HOU offers employment and educational assistance, area social services connection, an on-site food pantry and computer lab, and a wide range of after school and summer youth programs.
Elderly Supports
HOU’s comprehensive Elderly Supports Program was born of a need we identified in the various properties in which we are involved. As healthcare continues to improve in the United States, many people can anticipate living beyond the age of 70 and into their 80’s and 90’s, continuing to enjoy an extended and productive life. Our services include arranging for home care, Meals on Wheels, case management, transportation assistance, connections to legal services, resident advocacy, assistance with Medicare, and well-being checks, to name a few. Connecting our seniors to local and state social services and assistance programs is the key to our success. All of HOU’s Elderly Supports Services are intended to assist seniors to live as independently as possible in safety and with dignity. In addition to health and well-being interventions, HOU also designs a wide range of educational and recreational activities including monthly senior coffee hours, monthly birthday celebrations, informational speakers, volunteer opportunities, and off-site trips such as apple picking, shopping trips, and theater outings.
Southwood Square
Stamford, CT
1997 - 2009
HOU provided both relocation and resident services to Southwood Square—a mixed-income development located in Stamford, Connecticut—from 1997-2009. What started out as a troubled project known as Southfield Village has become a thriving and connected community where home ownership became a reality. HOU offered comprehensive resident services and worked closely with both the Management office and the resident council, advocated for residents, and helped individuals in the community to meet their personal goals. Whether educational, employment, or financial, HOU’s staff at Southwood Square used their knowledge of area social services resources to assist each resident in becoming a valued and contributing member of their community. HOU assisted Management in the completion of annual inspections, followed up on security reports as they were generated, and addressed a wide variety of lease violations as a way to preserve tenancy.
Bay Ridge Apartments
Annapolis, MD
1999 - 2010
HOU served the Bay Ridge community from 1999 - 2010. In an effort to aid the residents in becoming more self-sufficient, HOU provided a host of programming that included career preparation and employment searching, resume and cover letter design, financial literacy and skills training, and Microsoft Office 2007 certification. Additionally, HOU offered a variety of other programming geared specifically to the needs and desires of the residents we supported including conflict mediation, housekeeping training, resident advocacy, childcare search assistance, and financial services. HOU also offered youth-focused activities such as an after-school program, monthly birthday celebrations, and summer camp opportunities.
Circle Terrace Apartments
Baltimore, MD
1999 - 2010
HOU at Circle Terrace Apartments served over 300 low-income households that were previously isolated from the surrounding metropolitan Baltimore area. On-site computer center services and effective resource development in the local area allowed our Resident Services staff to offer supports to both on-site residents and non-residents who enrolled in HOU's regular workshops and classes. HOU's case management and resident advocacy services both supported lease compliance and provided a path toward greater self-sufficiency for Circle Terrace residents. Young people at Circle Terrace Apartments enjoyed daily afterschool activities and summer-time field trips to area attractions, all of which were arranged and facilitated by HOU's Resident Services staff.
A quality resident services program should be based on a rigorous assessment of community needs and establish quantifiable goals from the outset that can be measured on a monthly or quarterly basis. HOU recognizes the importance of the following principles in developing a quality resident services program and has developed systems to implement these principles:
- Engage community residents
- Foster a sense of ownership
- Ensure strong communication between Management, Marketing, Security and Resident Services
- Sustain investments and leverage funds
- Add value to existing Social Services network
- Ensure quality control and responsiveness to the client
Each of our resident services programs are tailored and designed especially for that community making our range of services and expertise very wide.
CLIENT & RESIDENT TESTIMONIALS:
I commend you and the Housing Opportunities Unlimited staff for all that you have and continue to do with and for the residents from the NW-1 community to Park Morton. The details of the work performed are a great example of what is needed to help residents overcome barriers, achieve self-sufficiency, and make the New Communities Initiative a successful program.
Coyan Lewis, Project Manager, Office of the Deputy Mayor for Planning and Economic Development, Washington DC
Corcoran Jennison’s mixed-income rental properties would not be as highly regarded without the professional resident programming that Housing Opportunities Unlimited (HOU) delivers. HOU’s on-site presence, working hand-in-glove with our Management team, is the key to providing our communities with a high standard of residential quality.
It is our experience that “outside” social service agencies alone are not sufficient. Indeed while many offer similar services, they are typically over-burdened with hefty caseloads and characteristically lack the personal advocacy our properties require to affect immediate and sustainable results. This level of community-based advocacy is a decisive factor in our success and cannot be achieved by Property Managers alone.
It is important to note, HOU has taught us that there is not one approach to providing successful resident programming. HOU has a lengthy track record of tailoring resident programming to address site specific demographics and need. Whether they provide case management, housekeeping compliance, youth and elder programming, relocation, or supportive services for physically and mentally challenged occupants, HOU is a central figure in every mixed-income rental community we manage. Our success depends upon it.
Miles Byrne, Development Director, Corcoran Jennison Company
As a 7-year resident of Oak Hill a member of the Oak Hill Tenant Council for 4 years, I was a part of the group that actively sought out HOU for the Resident Services contract after the redevelopment. We were looking for a company to do something so simple: to look out for our residents—especially the seniors and other at-risk groups at Oak Hill.
HOU makes a big difference because of the concern they show for our residents. When we contacted David Connelly, President and founder of HOU, we made it clear to him that we needed HOU’s resident services program at Oak Hill. Whether social services help, resident advocacy in dealing with Management, or recreational activities such as Senior’s Day, the After School Bash, a Swim and Pizza Party, National Night Out, Toys for Tots, or holiday celebrations, HOU is able to be there for our residents.
HOU has been invaluable in helping our residents to understand lease violations and educate them on their lease so as not to put their tenancy in jeopardy. HOU understands how communities work and have been a very positive influence on Oak Hill. Our community was a strong one but is made even stronger with HOU involved.
Arneitta Warfield, Oak Hill Resident and member of the Oak Hill Tenant Council
The creation of a tutoring and mentoring program in Harbor Point was the result of the community members coming together to form the Positive Youth Development Committee in 2005. The committee was created through a HUD Community Outreach Partnership Center grant obtained by the University of Massachusetts Boston. The Committee was comprised of youth workers, educators, and community members, of which Housing Opportunities Unlimited played a significant role, shaping and supporting service-learning classes and programming for young people at Harbor Point. From attending meetings, to locating grants, overseeing student work, and recruiting tenants, HOU, over the past five years, has been instrumental in making the Harbor Point Outreach Partnership a success. They are currently actively involved in the Youth Action Team, the Strategic Fundraising Committee, and overseeing University students who serve at Harbor Point. The University could not carry out our end of the partnership without the able leadership and skills of the HOU staff!
Professor Joan Arches, College of Community and Public Service, University of Massachusetts Boston
Congratulations on your recognition as a key member of the King’s Lynne development team. Being a valued contributor to such a pioneering project is indeed a singular honor. In addition to winning a ULI Award for Excellence, King’s Lynne was a Heritage Award winner, which has been given only eight times in the 30 years of ULI’s awards program. In being named a heritage Award winner, King’s Lynne joins such development icons as the Rockefeller Center, the Burnham Plan of Chicago, and Chautauqua
Rick Rosan, President, Urban Land Institute, Washington, DC