Heartbeat of Housing

Karina Molina shares how she empowers residents at her Bronx property to navigate crises, from eviction prevention to overdose response, ensuring no one faces challenges alone. By providing access to vital resources, personalized support, and life-saving training, she helps create a stronger, more connected community. Her approach centers on dignity, respect, and resident-driven solutions.

The four pillars of Operation Pathways mentioned in the podcast are academic achievement, financial stability, healthier living, and aging in place.

Moments

00:00 Starting in social services

04:15 Helping residents find resources

06:31 Seeing Impact as Service Coordinator

12:36 Discussing family housing and affordability

14:43 Eviction prevention challenges

17:07 Helping residents with HRA services

20:06 Supporting residents with applications

25:07 Addressing Overdose Crisis with Narcan

26:54 Destigmatizing and empowering with Narcan

33:10 Discussing Narcan workshop follow-ups

35:04 Destigmatizing and supporting communities

39:29 Facilitating community and connection

42:27 Organizing a community water balloon bash

45:46 Balancing work and family life

47:41 Appreciating the little things

3 Key Takeaways:

• Residents Never Walk Alone: Karina walks alongside residents navigating eviction, utility arrears, and crisis situations, ensuring no one faces these challenges by themselves.
• Empowerment Through Education: From Narcan workshops to financial coaching, Karina provides tools and knowledge, destigmatizing tough topics and building resident confidence to overcome obstacles.
• Community-Led Solutions: Residents drive activities, workshops, and events, with Karina acting as a facilitator (“the GPS”), fostering a strong sense of ownership and belonging.

Advancing national standards of practice for service coordination by amplifying the voice of our members.

We are committed to enhancing service coordination through leadership, professional development, advocacy, and partnerships.

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Copyright 2026 American Association of Service Coordinators

The National Service Coordinator Conference is the largest gathering of supported affordable housing professionals in the country!

This year's confererence was held August 23-26, 2026 in Austin, TX.

The power of conferences. From nervous first-timers to seasoned presenters, real transformation happens when people connect and learn, especially in housing and service coordination.

Here are some voices from the conference!

Advancing national standards of practice for service coordination by amplifying the voice of our members.

We are committed to enhancing service coordination through leadership, professional development, advocacy, and partnerships.

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Copyright 2026 American Association of Service Coordinators

In this episode, host Michelle Voke sits down with the inspiring Todae' Charles, Director of Supportive Services at BGC Advantage. Based just outside Dallas, Texas, Todae' Charles brings two decades of boots-on-the-ground experience—and her own transformative journey from teen parent navigating homelessness to a leader who oversees supportive services across thousands of units.

Listen in as Michelle Voke and Todae' Charles talk about the power of lived experience in advocacy and service coordination, the creative ways her organization weaves support into every property, and how true partnership and passion can cultivate not just housing, but blossoming communities.

Whether you work in affordable housing, benefit from its programs, or just want to learn what it takes to keep people stably housed, this episode offers wisdom, hope, and a rallying call for respect and innovation in our field.

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Key takeaways:

• Lived Experience Drives Impact: Todae' Charles' own history as a housing recipient equips her to truly empathize with and advocate for residents, making support more meaningful and solutions more effective.
• Collaboration is Key: Building strong relationships between property management, service coordinators, and residents—along with community partners—creates better outcomes and a sense of shared purpose.
• Innovative Models Make a Difference: BGC Advantage’s creative approach ensures supportive services reach residents, regardless of funding model, setting a standard for mission-driven, resident-centered housing.

Moments

04:38 Sharing personal success story

07:43 Roles and responsibilities at BGC

10:54 Value of lived experience

14:29 Conducting Resident Satisfaction Surveys

19:04 Importance of Team Unity

21:48 Managing the sign-in process

24:05 Prioritizing housing and services

29:14 Building Partnerships with Local Organizations

30:22 Partnering with colleges and communities

33:26 Understanding affordable housing services

38:40 Reflecting on Empathy and Support

41:33 Caring for people in housing

43:22 Resident service coordinators' role

Advancing national standards of practice for service coordination by amplifying the voice of our members.

We are committed to enhancing service coordination through leadership, professional development, advocacy, and partnerships.

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I'm Michelle Voke, your host, and I am joined by the vibrant and resourceful Vickie Harper, whose journey into service coordination is as unconventional as it is inspiring.

After spending 35 years as a beloved schoolteacher, Vickie Harper was pushed into early retirement by the Covid-19 pandemic—only to find herself taking on a new challenge just months later: serving as a service coordinator at Plano Community Homes.

Starting her new career amid lockdowns and health crises, Vickie Harper faced the unique challenge of building relationships and trust with her residents while adhering to safety protocols and public health guidance.

Vickie Harper shares how she transformed obstacles into opportunities by fostering inclusive community events—like treasure trove “stores” where residents earn gold coins for participating in wellness and social activities, cultural engagement through drag performances and ballet for seniors, and creative partnerships with organizations that benefit her diverse, multilingual residents.

She talks about the importance of honest communication, compassion, and healthy boundaries, as well as the strategies she’s developed to avoid burnout and ensure lasting impact.

Whether you’re a fellow service coordinator, a housing provider, or just someone who believes in the power of community, this heartfelt conversation offers uplifting insights, practical advice, and a reminder of why the human touch matters most—especially in challenging times.

Here are three key takeaways for anyone working in affordable housing or community service:

• Building Trust Starts with Presence: Vickie Harper actively engaged with residents—even during the pandemic's isolation—by being visible, accessible, and honest, laying the groundwork for genuine relationships.
• Creative Solutions Drive Inclusion: By introducing initiatives like Treasure Trove and multilingual communication strategies, she removed barriers and ensured every resident felt seen and supported, regardless of language or background.
• Boundaries and Self-Care Are Essential: She emphasizes the importance of setting healthy boundaries and prioritizing self-care as foundational to sustaining impact in service roles.

Advancing national standards of practice for service coordination by amplifying the voice of our members.

We are committed to enhancing service coordination through leadership, professional development, advocacy, and partnerships.

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Copyright 2026 American Association of Service Coordinators

Welcome to Heartbeat of Housing! I’m Michelle Voke, your host, and in this episode, I’m excited to share a heartfelt conversation with Samantha Culver, a remarkable service coordinator whose story truly embodies what it means to support affordable housing communities.

Samantha’s journey into this profession started unexpectedly during the pandemic, and she brings a wealth of social work experience and dedication. Together, we talk about her transition from working in nursing homes to independent living, the challenges she faced, and her commitment to helping residents thrive. We discuss the importance of building trust, fostering a sense of community, even at a smaller, scattered-site property, and how creative events and daily connection make a real impact.

We also discuss the reality of professional isolation and the necessity of self-care for those in helping roles. Samantha shares candid lessons about maintaining boundaries, advocating for herself and her staff, and supporting residents' autonomy. From navigating the ups and downs of community events to connecting with other service coordinators through platforms like Just AASC, this episode is filled with honest insights and practical wisdom.

Whether you’re new to service coordination or a seasoned veteran, I think you’ll find inspiration in Samantha’s approach to keeping residents healthy, happy, and housed.

Three key takeaways from Samantha's story:

• The Importance of Building Trust: Service coordination is rooted in relationship-building. Samantha emphasizes the challenge of gaining residents' trust, especially after periods of turnover. Her consistent presence and empathy create a supportive, stable environment where residents can thrive.
• Self-Care & Boundaries Matter: As a “helper” professional, Samantha is intentional about preserving her well-being. She advocates for taking PTO, daily breaks, and establishing boundaries—reminding us all that taking care of ourselves is essential for serving others effectively.
• Community Engagement Is Evolving: Samantha gets creative with events and resource-sharing, learning that even if only a few residents attend, it’s a win. She’s quick to adapt, seek new ideas from the Just ASCC platform, and understands that resources can benefit residents and their families, sometimes in unexpected ways.

Advancing national standards of practice for service coordination by amplifying the voice of our members.

We are committed to enhancing service coordination through leadership, professional development, advocacy, and partnerships.

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Copyright 2026 American Association of Service Coordinators

If you care about affordable housing, finding fulfillment in your career, or just love hearing the stories of those making a difference, you don’t want to miss this episode.

Welcome back to Heartbeat of Housing! I’m Michelle Voke, and in this episode, I have the pleasure of sitting down with the reigning Service Coordinator of the Year, Landon Butler—brought to life by Corry Michaelis in this conversation.

Join me as I chat with Landon about his winding and inspiring journey from earning a degree in healthcare administration to discovering his true calling as a service coordinator at St. Mary Manor.

We talk about what it was like for him to step into a building that hadn’t had a service coordinator for months, and the creative ways he rebuilt trust, community, and connection—whether through food-filled events like National Donut Day or simply spending the time to build genuine relationships with residents.

Landon opens up about the challenges of burnout, how important it is to advocate for yourself as much as for your residents, and the impact of building strong connections both inside and beyond our buildings.

This is an honest, heartfelt conversation about the highs, the challenges, and the meaning we find working in this field—one resident, and one relationship, at a time.

Here are my top 3 takeaways from the episode:

• Advocacy Goes Both Ways: Landon reminds us that while advocating for residents is at the heart of the job, advocating for your own support and mental health is just as essential. Speaking up about burnout or support needs ensures you can continue to serve at your best.
• Relationships Matter More Than Paperwork: The foundation of impactful service coordination is genuine connection—taking the time to know residents well beyond forms and checkboxes, and building trust through conversation and meaningful activities (bonus: never underestimate the power of donuts or a good bingo game!).
• Community Partnerships Amplify Impact: Landon's success comes in part from reaching outside the building—actively networking to bring in local resources, programs, and intergenerational events that enrich residents’ lives and foster real community.

Advancing national standards of practice for service coordination by amplifying the voice of our members.

We are committed to enhancing service coordination through leadership, professional development, advocacy, and partnerships.

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Whether you’re new to service coordination or have been in the field for years, I think you’ll find inspiration in Corry’s story and our discussion about what it truly means to serve our communities.

Welcome to the Heartbeat of Housing podcast! In this episode, I have the pleasure of sitting down with my dear friend and colleague, Corry Michaelis, who has dedicated over 20 years to the work of service coordination in affordable housing. T

ogether, we explore Corry's inspiring journey—from starting as a secretary to finding her calling as a service coordinator, and the powerful impact she continues to have in the lives of residents.

We talk about building trust with residents, the evolution of our roles over the years, and share heartfelt moments—like the time Corry helped a resident hear for the first time in decades.

Corry also opens up about navigating the emotional challenges of the job, the importance of embracing technology, and why advocacy for affordable housing and supportive services is more crucial than ever.

This conversation is close to my heart and packed with real-life experience, wisdom, and hope for the road ahead.

Three Key Takeaways:

• Evolving Role of Service Coordination: Corry’s journey from front desk receptionist to leading remote service coordination shows how the profession has adapted to technology and changing resident needs. Remote coordination is growing, allowing broader reach—especially in rural areas.
• Making a Tangible Impact: Whether it’s helping a resident hear for the first time through a grant-funded hearing aid or crawling into a dumpster to retrieve a lost checkbook, Corry demonstrates that small acts of support can dramatically change lives.
• Future Advocacy and Resident Empowerment: As the population ages, the need for affordable housing and compassionate service coordinators will only increase. Corry highlights advocacy as essential—not just for more housing, but also for more support systems, urging service coordinators to educate and empower residents to have their voices heard.

Advancing national standards of practice for service coordination by amplifying the voice of our members.

We are committed to enhancing service coordination through leadership, professional development, advocacy, and partnerships.

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Copyright 2026 American Association of Service Coordinators

Welcome to the very first episode of “Heartbeat of Housing.” I’m Michelle Voke, and I couldn’t be more excited to kick off this journey with you.

In this episode, I sit down with Callie Allen-Boone, an extraordinary professional who’s spent over three decades in senior and affordable housing.

Callie Allen-Boone shares her powerful story—from her early days in public housing, to her longtime passion as a service coordinator, to her newest role helping support other service coordinators at AASC.

Together, we dig into what it’s really like to serve hundreds of residents, how to keep your passion alive in the face of burnout, and why teamwork between staff is essential.

We also talk about the wins that keep us going, the tough days that make us stronger, and why sharing knowledge and support is the heartbeat of what we do.

You’ll get to hear our thoughts on the future of service coordination, what it means to advocate for residents truly, and how building community—whether through programs like Ask or simple conversations—can change everything.

Whether you’re in the field or just want a window into the world of affordable housing, I hope you’ll find wisdom, encouragement, and maybe a bit of inspiration in my conversation with Callie Allen-Boone.

Top 3 Takeaways for Housing & Service Coordination Professionals:

Boundaries and Relationships Are Everything: Managing 200+ residents alone, Callie stressed the importance of building trust—not just with residents, but with property managers and maintenance teams who truly are the eyes and ears of the community.

Peer Support Overcomes Isolation: The toughest days come when systems fail to proactively support residents. Callie emphasized how reaching out to fellow service coordinators for answers, resources, or just to commiserate can renew your energy and build resilience.

Start Small with Partnerships: The most impactful programs often start with a simple conversation. Callie’s success with WellCare's “Mind, Body, and Soul” series began at a conference and grew into a transformative experience for residents.

Copyright 2026 American Association of Service Coordinators

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Every month, this is THE podcast that shines a spotlight on the vital role of service coordinators in affordable housing communities across America.

Hosted by Michelle Voke, President and CEO of the American Association of Service Coordinators, this series brings you the real stories of the unsung heroes—the heartbeats—who work tirelessly to ensure that older adults, families, persons with disabilities, and veterans receive the support they need.

From arranging critical services and benefits to building community and fighting social isolation, service coordinators are making a difference every day.

Tune in each month as Michelle Voke introduces inspiring guests, shares personal experiences from the field, and discusses both the joys and challenges of this important work.

Together, we’ll learn how to better support and advocate for those living in affordable housing.

Copyright 2026 American Association of Service Coordinators

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