Affordable housing providers are experiencing a high number of vacancies in service coordinators for their vulnerable senior residents, according to a new report released by the American Association of Service Coordinators (AASC).
A recent AASC survey found that 57% of the respondents had service coordinator vacancies, with a handful having as many as 10 to 12 open positions, with the average falling between two and five. Since March 2020, some respondents have seen remarkably high turnover in service coordinator staff, with one reporting that roughly 70% of the staff had resigned and needed to be replaced. Several others reported turnover rates between 35% and 60% of service coordinators in that time, which is putting a strain on property staff and residents, according to respondents.
“This report underscores how devastating it can be for residents to lose access to a service coordinator. A vacant service coordinator position could mean the end of food delivery services to a property, unrenewed medical or energy assistance benefits for the lowest-income residents, and increased evictions of residents who rely on a complex system of supports to remain living independently,” AASC president and CEO Michelle Missler said in a statement. “Federal decision-makers must take steps to support affordable housing providers and the service coordinator profession to ensure the vulnerable residents they serve aren’t left behind.”
The findings are based on an AASC survey completed by affordable housing providers, service coordinator supervisors, and others, representing 86 organizations that employ more than 2,000 service coordinators.
Most of the nation’s service coordinators are employed by Department of Housing and Urban Development (HUD) Section 202 properties for older adults, and their salaries are funded through property operating budgets or HUD-awarded grants, according to AASC.
Overwhelming, respondents said the service coordinators were leaving their position to seek higher pay. Respondents reported annual full-time service coordinator salaries ranging between $25,000 and $72,800, with the average being $44,255, according to the report. The second-most common reason provided for service coordinators leaving their positions is mental burnout.
“The affordable housing properties that employ service coordinators are not entirely responsible for determining salaries,” says the report. “While they submit annual budgets to HUD for approval, it’s ultimately up to HUD regional staff to approve the budget totals.
Currently there is not a standard method for setting service coordinator salaries or approving pay increases across HUD regional offices. In recent years, HUD has provided a blanket cost-of-living adjustment to all service coordinator budgets but does not mandate that those funds go solely toward the service coordinator salary.”
AASC is making several recommendations to improve service coordinator retention and recruitment based on the report’s findings. These include expanded funding and budget flexibility, increased training access, student loan forgiveness, and improved HUD program oversight and data collection.
The association is also hosting a virtual panel on “Addressing Service Coordinator Turnover: Best Practices for Retaining & Attracting Staff” on Nov. 15.
