Celebrating the role of resident services coordinators on World Health Day

One of the fundamental building blocks of 2Life’s aging in community model is the role of the resident services coordinator, or RSC, in the health and well-being of senior residents. The U.S. Department of Housing and Urban Development, which sets standards for the role for those operating HUD-supported housing, an RSC “helps residents to access services available in the community and designs programs and services to meet the needs and desires of the property’s residents.”

That definition, while accurate, falls wildly short of illustrating in vibrant color exactly how important this role is. Resident services coordinators spend the time it takes to get to know residents on their own terms. They help residents feel seen and heard, build on their strengths, and receive care that is both holistic and culturally sensitive. Strong and collaborative relationships are the antidote to social isolation and loneliness — major risk factors for health and longevity.

On the occasion of World Health Day, we take a closer look at this care coordination role through the eyes of those who know it best: 2Life’s RSCs.

RSCs at 2Life: how it works

When a new resident comes to 2Life, an RSC will work with the resident to complete an initial individualized resident assessment, designed to get to know them and learn about their interests and needs. Then, RSCs help residents and their families navigate health/social programs, services, and other resources available through either 2Life or one of its many partners, including determining eligibility and accessing benefits.

RSCs monitor service delivery and advocate for residents as needed, both to enhance the value of their programs and services and to help residents become empowered consumers. Regularly scheduled check-ins and periodic reassessments ensure that RSCs stay on top of any developing or changing needs.

Where residents have medical concerns, RSCs serve as part of an interdisciplinary care team with 2Life’s healthcare partners. RSCs’ strong and trusting relationships with residents — and their ability to take a holistic approach to residents’ needs — ultimately save healthcare providers time and resources while delivering a better healthcare experience to residents.

More than connecting the dots

Care coordination is hugely important for senior residents and their families. But the impact of the resident-RSC relationship on resident well-being goes far beyond physical health. In a 2Life survey asking residents, “What aspects of living at 2Life make you feel supported and are most important to you?”, the top two out of 15 presented options were “staff who know me” and “staff who are available to talk.”

As one resident put it, “As a whole, the support staff has inspired me to learn new things, volunteer, meet new friends and care about people I wouldn’t normally meet in my everyday life. Instead of being afraid of what may happen to me tomorrow, I look forward to tomorrow and the next day, etc. I haven’t felt this way in many years.”

Three RSCs and their stories

The stories of three 2Life staff members in this important role help illustrate its multifaceted nature.

Ron Yan approaches his role as part advocate, part therapist. Most of the over 100 residents he supports on 2Life’s Brighton Campus speak his native Mandarin. He helps with everything from working their TV remote to waiting on hold for sometimes hours and then translating complex information to ensure their healthcare or housing benefits remain in place.

“I want them to feel heard. Sometimes that’s by collaborating with other departments to give them the best experience possible because 2Life has so many wonderful programs and opportunities,” Ron says. “And I always want my office to be a safe place for them, where they trust that they can share whatever they want.”

Residents adore Ron for his gentle nature, genuine interest, and can-do attitude. Some even show their gratitude by cooking for him, providing him every once in a while with delicious hand-made dumplings that remind him of where he is from in China.

“They treat me like family. It means a lot to me,” he says. “They make me feel like we value each other — it’s not just one way.”

Also working at Brighton Campus is Lucy Tsitlenko, whose tenacious problem-solving skills are particularly appreciated by the many Russian-speaking people living at 2Life. A native of Russia herself, Lucy serves as a crucial bridge across languages and cultures.

Residents have come to rely on Lucy for help with a wide range of needs — from understanding and responding to letters and notices to service provider referrals to applying for permanent resident status. As a notary public, Lucy also helps make important documents official.

When the war in Ukraine broke out, many Russian émigrés — including dozens of 2Life residents — stopped receiving their Russian pensions due to sanctions. Lucy swung into action, crafting letters to the Social Security Administration to explain the problem and following up to advocate for raising existing Social Security benefits to help close the income gap. Through this effort, and with support from U.S. Representative Jake Auchincloss, the benefits were successfully increased, restoring a critical sense of financial security for the residents impacted.

“I like to see the result of what I’m doing and know that I’m making a difference for people,” Lucy says. “When people come to me with a problem and then leave my office not upset anymore, that means so much to me.”

A resident services director, David Berde acts as a bridge to services that residents need: transportation to appointments, meal resources, communication with health care teams, homecare support. In addition, he works hand in hand with an external service provider to serve chronically unhoused individuals, helping them integrate into the 2Life setting. With a social work and mental health background, David also represented 2Life at a Combined Jewish Philanthropies mental health initiative, bringing strategies back to 2Life staff to address this crucial issue.

David ensures that residents at Golda Meir House feel heard, valued, cared for, and connected to the 2Life community. His positive attitude and empathy have made David a go-to person for residents seeking a sounding board. He also reaches out to new 2Life staff members and residents, welcoming them into our community.

“It’s an honor and a privilege to serve this population and community. I’m proud to contribute to an environment where people feel safe, supported, and joyful during a very special chapter of their lives,” David says. “It’s truly a blessing working at 2Life.”

Transforming aging into a new beginning

In all of these ways, but also by simply being there, no matter what, RSCs are staving off the loneliness that negatively impacts so many seniors. As Steve Cole, Ph.D., Director of UCLA’s Social Genomics Core Laboratory, puts it: “Loneliness acts as a fertilizer for other diseases. The biology of loneliness can accelerate the buildup of plaque in arteries, help cancer cells grow and spread, and promote inflammation in the brain leading to Alzheimer’s disease. Loneliness promotes several different types of wear and tear on the body.”

Here at 2Life, our world revolves around the elders who call our communities home. Our aging in community model — and the RSCs that are one of its primary building blocks — creates communities where seniors from all backgrounds lead full lives of connection and purpose, and where aging becomes a new beginning.

Other reading

“Social isolation, loneliness in older people pose health risks,” National Institute on Aging, April 23, 2019

“Service Coordinators in Multifamily Housing (SCMF) Program Online Learning Tool,” U.S. Department of Housing and Urban Development