DIRECTOR OF RESIDENT SERVICES

Key Performance Indicators (Director-Level) Successful supervision and retention of Special Programs leadership team HUD-compliant implementation of FSS, ROSS/Thrive, PSH, and related initiatives Accurate oversight of FSS escrow and reporting processes Reduction in housing instability among high-risk residents Timely, compliant grant submissions and renewals Successful coordination of HUD-aligned relocations Increased participant engagement in workforce and self-sufficiency programs Data-driven program improvements implemented annually Minimum Qualifications Bachelor's degree in Public Administration, Social Work, Human Services, Business Administration, or related field required. The Director oversees the following functional areas: Resident Support Services (including housing stabilization and relocation oversight) Family Self-Sufficiency (FSS) and Homeownership Programs HUD-funded supportive service initiatives (e.g., ROSS/Thrive, PSH) Resident Relations and Resident Council governance Grant coordination and performance reporting This position ensures regulatory compliance with HUD requirements, alignment with LMHA's MTW plan, cross-department coordination with Property Management and HCV Operations, and measurable outcomes that strengthen resident stability and agency sustainability.

Position Summary The Director of Resident Services provides executive-level leadership, strategic oversight, and operational direction for LMHA's Special Programs Department. This position is responsible for the development, implementation, compliance, and continuous improvement of resident-focused and HUD-funded initiatives designed to promote housing stability, economic mobility, self-sufficiency, and supportive service coordination. The Director oversees the following functional areas: Resident Support Services (including housing stabilization and relocation oversight) Family Self-Sufficiency (FSS) and Homeownership Programs HUD-funded supportive service initiatives (e.g., ROSS/Thrive, PSH) Resident Relations and Resident Council governance Grant coordination and performance reporting This position ensures regulatory compliance with HUD requirements, alignment with LMHA's MTW plan, cross-department coordination with Property Management and HCV Operations, and measurable outcomes that strengthen resident stability and agency sustainability. The Director serves as a member of the Housing Programs leadership team and provides strategic recommendations to the Deputy Executive Director of Housing Programs. Essential Duties & Responsibilities Strategic Leadership & Department Oversight Provide executive oversight to the Resident Support Manager and Resident Relations & Grants Manager. Establish departmental vision, goals, and performance standards aligned with agency strategic priorities. Lead annual planning for HUD-funded initiatives, including FSS, Homeownership, Thrive/ROSS-SC, PSH, and related grant programs. Evaluate program effectiveness using data, KPIs, and HUD performance indicators. Identify service gaps and develop expansion or improvement strategies. Program Compliance & Regulatory Oversight Ensure full compliance with HUD regulations, MTW requirements, Fair Housing, ADA, Section 504, and LMHA policies. Oversee quality assurance related to: FSS escrow administration Recertification compliance for FSS participants HUD-aligned relocation activities Resident council governance documentation Monitor grant performance metrics and reporting deadlines. Serve as departmental lead during HUD reviews, audits, and monitoring visits. Supervision & Organizational Leadership Directly supervise: Resident Support Manager Resident Relations & Grants Manager Provide performance oversight, coaching, and leadership development. Approve departmental staffing plans and workload allocations. Recommend organizational adjustments to improve efficiency and outcomes. Promote a trauma-informed, housing-focused service culture. Financial & Grant Oversight Collaborate with Finance to oversee grant budgets, escrow processes, and allowable cost compliance. Support development of grant applications, renewals, and budget narratives. Monitor grant expenditures and ensure timely, compliant reporting. Provide data-informed recommendations for resource allocation. Cross-Department Collaboration Serve as primary liaison between Special Programs and: Property Management Housing Choice Voucher (HCV) Operations Strategic Initiatives Finance External service providers and community partners Coordinate service delivery during redevelopment efforts, relocations, and supportive housing initiatives. Support alignment of resident services with operational and compliance priorities. Performance Management & Data Oversight Establish and monitor departmental Key Performance Indicators, including: FSS enrollment and completion outcomes Escrow growth and disbursement compliance Housing stability and retention outcomes Successful HUD-aligned relocations Resident council compliance and engagement metrics Grant reporting accuracy and timeliness Utilize Thrive and other systems to monitor service engagement and outcomes. Prepare executive-level summaries, dashboards, and Board-ready reports. Community & External Partnerships Represent LMHA in workforce, financial empowerment, and supportive housing collaborations. Develop and maintain relationships with workforce agencies, behavioral health providers, financial institutions, and nonprofit partners. Advance partnerships that strengthen resident outcomes and funding opportunities. Key Performance Indicators (Director-Level) Successful supervision and retention of Special Programs leadership team HUD-compliant implementation of FSS, ROSS/Thrive, PSH, and related initiatives Accurate oversight of FSS escrow and reporting processes Reduction in housing instability among high-risk residents Timely, compliant grant submissions and renewals Successful coordination of HUD-aligned relocations Increased participant engagement in workforce and self-sufficiency programs Data-driven program improvements implemented annually Minimum Qualifications Bachelor's degree in Public Administration, Social Work, Human Services, Business Administration, or related field required. Master's degree preferred. Seven (7) years of progressively responsible experience in housing programs, supportive services, self-sufficiency programs, or HUD-funded initiatives. Minimum three (3) years of supervisory or senior leadership experience. Strong knowledge of HUD Public Housing, HCV, FSS, ROSS/Thrive, PSH, and related compliance frameworks. Experience managing grants and regulatory reporting. Valid Kentucky driver's license; must be bondable. Knowledge, Skills & Abilities Advanced knowledge of HUD regulations and housing program compliance. Strategic planning and organizational leadership skills. Financial literacy related to grants and program budgets. Strong analytical and performance management capabilities. Ability to lead cross-functional teams and manage change. Excellent written and verbal communication skills suitable for Board and HUD engagement. Ability to balance compliance oversight with resident-centered service delivery. Work Environment & Physical Requirements Work occurs across LMHA communities, central office settings, and community partner locations. Occasional evening or weekend work may be required during relocations, emergencies, or grant deadlines. Disclaimer: This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify or assign other duties as organizational needs require.