Framework and Guidelines for the System of Resident Services Coordination

Affordable rental housing can be a platform to increase access to opportunity and promote the independence and dignity of residents. Resident Services Coordination is a critical tool to achieving this mission. However, housing providers are frequently challenged to prioritize limited resources in addressing the diverse and complex needs of residents for which they provide homes. A systems approach to resident services coordination can leverage limited resources to improve the effectiveness of services and generate sustained outcomes for residents. 

With funding support from the MacArthur Foundation for a Community of Practice, Stewards of Affordable Housing for the Future (SAHF) developed a framework and guidelines for the system of resident services coordination. This framework lays out a common approach and structure that is implemented by many leading affordable housing organizations to systematically and thoughtfully determine and implement resident services at their properties. The Community of Practice acknowledges the significant power of resident services coordination in supporting low-income residents to access opportunity, live more independently and with dignity and remain stably housed, while also supporting the success and stability of the physical property. The goal of this tool is to identify replicable and scalable ways in which organizations can approach resident services - both at the corporate and property levels. 

The framework, along with the proposed guidelines, are provided in this document. Each guideline includes common elements and recommendations that outline effective implementation of a systems approach to resident services coordination. 


Published: 2018


  • SAHF