What level of resident services staffing is required for CORES?

CORES certifies organizations that provide resident services in line with a robust coordination system. This is inclusive of both organizational/corporate level resident services staff and dedicated frontline resident services staff (working onsite at properties). 

Organizational / Corporate Level Resident Services Staff: Dedicated staff who are responsible for the oversight and support of frontline resident services staff and systems. The number of organizational level staff (and their responsibilities) will vary depending on the scale of the organization. Typical responsibilities and duties may include: oversight and/or support for frontline resident services staff; training and capacity building for resident services coordinators; providing quality assurance on data collection, resident outcomes data tracking and analysis; managing the implementation of scaled resident services tools and systems; and development of partnerships, grants management and/or other fundraising.

Frontline Resident Services Staff: Dedicated frontline staff engage directly with residents. Typical responsibilities and duties may include: building relationships and trust, identifying resident priorities and needs, coordinating programs and services, providing coaching support, making referrals, and tracking service impact.

While we refer to this role most often as ‘resident services coordinator’, this function may also be inclusive of coaches, case managers, FSS coordinators, youth specialists, workforce development and housing stability coordinators, and/or other resident engagement staff. While resident services staff should be deeply collaborative with property management staff, the resident services coordinator role is distinct from the property operations and compliance priorities that property management staff typically focuses on.

The Framework or a System of Resident Services, on which CORES was built, recognizes the essential role that dedicated on-site, frontline resident services staff play in building and maintaining relationships and trust with residents, in addition to the coordination of programs and provision of referrals. CORES also recognizes the value of virtual tools, platforms, and supports to enhance service delivery and resident engagement, but considers on-site engagement a crucial part of a robust system of service coordination. CORES does not certify fully virtual resident services staffing models.

 

CORES has looked at industry resident services staffing standards to help identify minimum practices in frontline staffing ratios.

  • HUD guidance (p.16) calls for a minimum ratio of 1 FTE:50-100 residents in their Multifamily Housing Program (assisting seniors and persons with disabilities). 
  • HUD Guidance on the 2024 Notice of Funding (p.22) calls for 1 FTE:50-60 elderly residents or residents with disabilities. It further specifies that properties with fewer than 40 units can justify .5 FTE, properties with 80-120 units can justify 1.5 FTEs, and properties with 120+ units can justify 2 FTEs. 
  • Corporation for Supportive Housing has identified a minimum staffing ratio of 1 FTE:10-25 Residents in Permanent Supportive Housing models.
  • HUD (p.5) has identified a caseload of 1 FTE:25-50 residents for FSS Coordinators operating the Family Self-Sufficiency (FSS) program  
  • For Fannie Mae’s Healthy Housing Rewards – Enhanced Resident Services (ERS) program, CORES has identified a minimum of 1 FTE:150 households (1 FTE is defined as 40 hours per week).  Please see “ERS Staffing Models” for further guidance.

 

 


In addition, CORES aggregates data that is provided by applicants at the time of their application to better understand the level of frontline staffing across organizational portfolios. The data is collected both from owner-operators seeking the certification under the Direct or Hybrid models and from organizations that have been certified under the Third-party model.

CORES Organizations Staffing 
As of April 30, 2024:

  • 73% of properties in the portfolio of CORES certified organizations (both owner-operators and third-party providers) have some level of resident services coordination support (inclusive of on-site, off-site, and/or virtual supports) 
  • For properties with resident services coordination support, 83.3% of these properties have dedicated onsite resident services staff (PT or FT)