Type:  Exempt 

Supervisor: Director of Housing

Salary Range: $85,000-90,000

Location: Located on-site at Just A Start properties

POSITION PURPOSE: 

The Resident Services Program Manager is responsible for oversight of delivery of resident services programming at Just A Start affordable housing properties that serve residents within our portfolio. The Resident Services Program Manager is responsible for the supervision of two Resident Services Coordinators, and part-time support staff who provide services to residents in our affordable housing properties. This role is also responsible for some direct service delivery of resident services programming. Additionally, the Resident Services Program Manager will facilitate effective working relationships between Resident Services and Property Management staff.     

RESPONSIBILITIES:

• Oversee the implementation of programming in core service areas such as housing stabilization, community events and economic empowerment.  
• Assist in the development of community programs to expand program offerings to meet identified resident needs.
• Support property management staff in new resident orientation and ensure a smooth move-in and initial occupancy.
• Meet individually as part of direct service delivery with residents to make assessments and appropriate referrals including accessing state and federal benefits, financial coaching, and other issues that impact the resident’s quality of life
• Collaborate with Property Management staff on developing effective service delivery to residents
• Use program data and regular reporting in Salesforce as a tool for staff service delivery, program supervision and quality improvement. 
• Support resident service coordinators in locating, developing and maintaining networks and partnerships with relevant service providers, community organizations, businesses and educational institutions
• Contribute to positive and effective teamwork environment with resident service coordinators
• Work with the Director of Learning and Evaluation to assess quality of services and resident satisfaction with programming. 
• Attend Resident Advisory Board meetings, staff meetings, trainings and other appropriate meetings and conferences as required. 
• Assist residents from both property portfolios on an as-needed basis. 

Time Allocation:

• 65% – Oversee and manage resident services delivery across two Just A Start affordable housing portfolios, including program planning, coordination, supervision, and partnership with Property Management.
• 35% – Provide direct resident services and relationship-building support, including resident engagement, needs assessment, referrals, and follow-up.

SKILLS & QUALIFICATIONS: 

Required Qualifications

• Bachelor's Degree in Social Work or related field required (Masters Degree preferred).
• Minimum of 7 years professional experience in the human services, social work, or related field.
• Demonstrated experience working collaboratively with low-income families.
• Minimum 7 years experience in program development and staff management.
• Minimum of 5 years relevant work experience with affordable housing populations.
• Proficient in Google Workspace and Microsoft Office Suite.
• Ability to learn and use Salesforce.

Core Abilities & Competencies

• Cultural competency; adept at working with diverse participants.
• Effective communicator who is able to engage a wide range of stakeholders effectively.
• Ability to maintain accurate client files and impeccable documentation.
• Excellent written and oral communication skills.
• Strong organizational, detail oriented, and time management skills.
• Proven ability to manage a team and supervise staff effectively.
• Excellent problem-solving, organizational, and interpersonal abilities.
• Bi-lingual in Spanish, Bengali, Amharic, Cantonese/Mandarin or Hindi, preferred.

PHYSICAL DEMANDS:     

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.  The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus. 

WORK ENVIRONMENT:   

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  The noise level in the work environment is quiet to moderate.