Personalization of helping relationships: resident service coordinators' work with elderly residents

As part of a larger study, in-depth interviews were conducted with 26 Resident Services Coordinators (RSCs) working in elderly housing to explore their experiences working with residents. Qualitative analysis revealed a major theme: RSCs view themselves as critical sources of support in residents' lives. Additionally, two subthemes reveal the affective nature of the relationships that RSCs form with residents: (a) Some RSCs working with elders report a very strong sense of obligation to familyless or isolated elders; and (b) in some instances, they describe their relationships with residents using family-like terms. Frail residents' limited access to support appears to strengthen the affective bond that some RSCs form with residents. The findings have implications for understanding how RSCs view their role and the emotional rewards and costs that RSCs experience in their role.