Keys to a Quality Service Coordination Program

1.5 Training Contact Hours

Do you sometimes think to yourself, “am I following the HUD regulations?” or perhaps “what is this quality assurance, I keep hearing about?” This module will clear those questions up and provide you with tools and techniques for developing a successful Service Coordination Program. In particular, you will get a comprehensive overview of Quality Assurance Supervision, recommendations on working with your Property Manager and on-site team and ideas on how to stay in compliance with the reporting required by HUD and your organization.

The recommendations and policies contained in this module are intended to support the design and implementation of a successful Service Coordination Programs. It is assumed that Service Coordinator Models may vary and the recommendations should be adapted in good faith.


Madelyne J. Pfeiffer, MSW, CFRE

Madelyne J. Pfeiffer is the founder and President of MJ Housing & Services, specializing in service coordination, fund development and grant administration in the affordable housing sector. She currently works directly with HUD project managers, real estate developers, property management companies and on-site service coordinators to ensure quality resident services are available to all the communities served. Her current projects include employing 18 Service Coordinators and providing quality assurance and grant administration for another 35 Service Coordinators working in senior and family low income communities across California, Colorado, Ohio and Massachusetts. In addition, she has raised over 3 million dollars in the past five years to help support residents living in affordable housing.

Ms. Pfeiffer holds a Master's Degree in Social Work from the University of Southern California (USC), a Certificate in Fundraising from The Center of Philanthropy at Indiana University and a Bachelors of Art degree in Psychology and Art from Claremont McKenna College. Prior to founding MJ Housing & Services in 2009, she held the position as Executive Director of Communities Advocating for Resident Empowerment (C.A.R.E.), a non-profit organization providing social services to low income residents living at affordable housing communities. In addition, she is a faculty member for the American Association of Service Coordinators and volunteers as a Coach for women seeking to re-enter the workplace.

Ms. Pfeiffer has held numerous positions on boards and committees that focus on improving the system of care for youth, families and seniors living in California. Most recently, she held the position as Vice President of HUD California Neighborhood Networks Consortia; Chair of the Human Resources Committee for San Diego Foundation for Change and Chairperson of the Diversity Committee for the Association for Fundraising Professionals.

Jo Stephanie Francisco, MSG

Jo Stephanie Francisco is the Resident Services & Quality Assurance Consultant for Silvercrest Management with The Salvation Army.  Her territory covers the 13 Western states including Alaska and Hawaii.  She provides quality assurance for 14 Service Coordinators in 18 properties working with the administration and property managers in four regions.  Prior to Silvercrest Management, Jo Stephanie was the Quality Assurance Supervisor for more than 14 years and a Section 8 Senior Housing Property Manager for three years.

Jo Stephanie received her Masters of Science in Gerontology from California State University Long Beach, a Professional Certificate in Gerontology from California State University Fullerton and a Bachelors of Arts in Liberal Studies from San Diego State University.  She has done presentations for LeadingAge, webinars for the American Association of Service Coordinators (AASC), and has served on the client advisory board for AASC Online.  Jo Stephanie is currently the President of the Southern California Chapter of AASC and was treasurer for the last four years.  In her spare time, she volunteered for the last 13 years with her children’s PTA holding various positions on the board including chairing carnival fundraisers every year.  


  1. Explain the role of the service coordinator as a member of the management team.
  2. Discuss quality assurance in evaluation of the service coordinator program.
  3. Describe the role of supervision in implementing a successful service coordinator program.
  4. Identify methods of establishing measurable outcomes and indicators of a successful service coordination program.
  5. Identify quality assurance tools.

Online Module

When completing the on-line module you will be presented with learning objectives, brief cases, questions for reflection (not scored), and interactive lessons with hyperlinks to engage you along the way. Once you complete the lessons, you will be presented with the Post Test (which requires a score of 100%) and then the Module Evaluation, followed by the opportunity to print your Continuing Education Certificate. Modules remain available for your future reference once you have completed them.