S4 E6 - Service Coordination
Mon Nov 17 2025
If you’ve ever wondered how older adults can age in place safely and with dignity, or what keeps things running in affordable housing buildings, this episode shines a light on the heartbeat of those communities—and on the people working quietly behind the scenes to make it happen.
I’m sitting down with Michelle Missler, President and CEO of the American Association of Service Coordinators, and Ellen Carey, supervisor at COAAA, for an honest conversation about service coordination—what it is, why it matters, and why most people haven’t heard of it.
You’ll hear more about my guests’ experiences working in affordable housing and aging services. We break down what a typical day looks like for a service coordinator: it’s a whole mix of connecting residents to benefits, offering wellness programs, managing emergencies, and building deep relationships within their communities.
Michelle Missler shares how advocacy at the national level is helping improve pay, recognition, and support for service coordinators everywhere. Ellen Carey gives us a glimpse into the daily realities on the ground, from juggling multiple needs to partnering with local organizations.
Here are 3 key takeaways for anyone passionate about aging services, housing, or community support:
Service Coordinators Are Relationship Builders: The heartbeat of affordable housing, service coordinators form essential connections with residents, helping bridge gaps to benefits, healthcare, and community resources. Their work is personal, proactive, and absolutely vital for helping people age in place.Funding & Advocacy Remain Critical: From HUD grants to creative local partnerships, sustaining service coordination is a major challenge. Recent advocacy is driving real progress, including better pay and deeper support structures – but continued investment is needed at every level.Standardized Tools & Training Make A Difference: Systems like Ask Online and comprehensive training programs from professional associations are leveling up what service coordinators can deliver, amplifying their impact across hundreds of buildings nationwide.
Moments
00:00 Service Coordinator Advocacy and Support
05:24 Proactive Senior Case Manager
06:43 Community Support and Coordination
10:04 Community Programs and Partnerships
15:16 "Salary Survey and Advocacy Plan"
18:22 Service Coordinator Funding Methods
20:23 Funding Models for Service Coordinators
23:04 Advocating for Timely HUD Funding
26:39 "Funding Service Coordination Innovations"
31:41 Ask Membership Benefits Summary
35:27 "Service Coordination Data Evolution"
36:58 Building Partnerships for Community Needs
41:39 Ellen's Remarkable Crisis Coordination
45:54 Essence of Relationship Building
49:32 "Aging Autonomously in Community"
51:17 Service Coordination Appreciation Remarks
Let me know what you think of this podcast, as well as any ideas you have for an episode. Email me at kwhite@coaaa.org!
Copyright 2025 Central Ohio Area Agency On Aging
https://creativecommons.org/licenses/by-nd/4.0/
More
If you’ve ever wondered how older adults can age in place safely and with dignity, or what keeps things running in affordable housing buildings, this episode shines a light on the heartbeat of those communities—and on the people working quietly behind the scenes to make it happen. I’m sitting down with Michelle Missler, President and CEO of the American Association of Service Coordinators, and Ellen Carey, supervisor at COAAA, for an honest conversation about service coordination—what it is, why it matters, and why most people haven’t heard of it. You’ll hear more about my guests’ experiences working in affordable housing and aging services. We break down what a typical day looks like for a service coordinator: it’s a whole mix of connecting residents to benefits, offering wellness programs, managing emergencies, and building deep relationships within their communities. Michelle Missler shares how advocacy at the national level is helping improve pay, recognition, and support for service coordinators everywhere. Ellen Carey gives us a glimpse into the daily realities on the ground, from juggling multiple needs to partnering with local organizations. Here are 3 key takeaways for anyone passionate about aging services, housing, or community support: Service Coordinators Are Relationship Builders: The heartbeat of affordable housing, service coordinators form essential connections with residents, helping bridge gaps to benefits, healthcare, and community resources. Their work is personal, proactive, and absolutely vital for helping people age in place.Funding & Advocacy Remain Critical: From HUD grants to creative local partnerships, sustaining service coordination is a major challenge. Recent advocacy is driving real progress, including better pay and deeper support structures – but continued investment is needed at every level.Standardized Tools & Training Make A Difference: Systems like Ask Online and comprehensive training programs from professional associations are leveling up what service coordinators can deliver, amplifying their impact across hundreds of buildings nationwide. Moments 00:00 Service Coordinator Advocacy and Support 05:24 Proactive Senior Case Manager 06:43 Community Support and Coordination 10:04 Community Programs and Partnerships 15:16 "Salary Survey and Advocacy Plan" 18:22 Service Coordinator Funding Methods 20:23 Funding Models for Service Coordinators 23:04 Advocating for Timely HUD Funding 26:39 "Funding Service Coordination Innovations" 31:41 Ask Membership Benefits Summary 35:27 "Service Coordination Data Evolution" 36:58 Building Partnerships for Community Needs 41:39 Ellen's Remarkable Crisis Coordination 45:54 Essence of Relationship Building 49:32 "Aging Autonomously in Community" 51:17 Service Coordination Appreciation Remarks Let me know what you think of this podcast, as well as any ideas you have for an episode. Email me at kwhite@coaaa.org! Copyright 2025 Central Ohio Area Agency On Aging https://creativecommons.org/licenses/by-nd/4.0/