Resident Support Lead; Part-Time

Job Summary

Accola is seeking an experienced, reliable, and trauma-informed Resident Support Lead to provide oversight and guidance for resident-facing services within our residential program.

The Resident Support Lead supports the quality, consistency, and sustainability of resident support work by supervising and coaching the Resident Support Coordinator, supporting healthy boundaries, and serving as a point of escalation for complex resident situations. This role balances limited direct resident engagement with a primary focus on staff support, coordination, documentation oversight, and alignment with program expectations.

The Resident Support Lead plays an important role in maintaining a safe, welcoming, and predictable living environment while supporting staff well-being and retention in a trauma-sensitive setting.

• Provide day‑to‑day guidance, coaching, and support to the Resident Support Coordinator.
• Support prioritization of tasks, time management, and appropriate boundaries in resident‑facing work.
• Serve as the first point of escalation for resident concerns, conflicts, or complex situations.
• Support consistency in resident services, including goal‑setting meetings, check‑ins, and referrals.
• Participate in welcoming and orienting new residents alongside program staff, as appropriate.

• Model trauma‑informed, culturally responsive, and person‑centered practices in all interactions.
• Assist in de‑escalating conflicts and supporting residents during challenging situations using established protocols.
• Support adherence to community living expectations and safety procedures.
• Collaborate with the Program Director when ongoing concerns or higher‑level intervention is needed.

• Review and support documentation related to resident interactions and services.
• Ensure consistent use of communication, reporting, and escalation protocols.
• Support onboarding and training of resident support staff, as assigned.
• Communicate trends, challenges, and resource needs to the Program Director.

• Collaborate with program leadership to ensure resident support services align with program goals and expectations.
• Participate in team meetings, case consultations, and planning discussions.
• Support resident activities or events as appropriate to the role.

• Provide limited direct resident support during staff absences or high‑need situations, as appropriate.
• Perform other resident support leadership‑related duties as assigned.

• 3–5 years’ experience in residential programs, supportive housing, or related human services settings.
• Demonstrated experience working with trauma survivors from diverse cultural and language backgrounds.
• Experience supervising, mentoring, or supporting staff in resident‑facing roles.
• Strong skills in de‑escalation, boundary‑setting, and trauma‑informed practice.
• Excellent communication, documentation, and organizational skills.
• Commitment to ongoing training in trauma‑informed care and cultural responsiveness.

This role is primarily on‑site and involves regular interaction with residents and staff. The Resident Support Lead must be able to manage complex interpersonal situations calmly and professionally while maintaining clear role boundaries. Physical labor, facilities work, and housing operations are not required.