Manager of Resident Services

Manager of Resident Services

JOB DESCRIPTION

The Hope Through Housing Foundation (Hope) is committed to breaking the cycle of generational poverty by implementing high-quality social services for low-income families and seniors living within and around National CORE's affordable housing developments throughout California, Texas, and Florida. We seek passionate, hardworking team members who are committed to transforming lives and communities. Together, we deliver Hope, Opportunity, Prosperity, and Empowerment to thousands of youth, adults, and seniors each year.

About the Job:

The Manager of Resident Services is responsible for implementing and coordinating quality services that support the residents in a specific geographic portion of Hope Through Housing's service footprint. This individual is responsible for building partnerships, generating resources, supervising team members, supporting programs and coordinating with property management staff to meet service obligations and deliver relevant social and health services for National CORE residents and the surrounding areas. The Manager of Resident Services is the primary leader, representative, and ambassador for Hope within their assigned region. The Regional Resident Services Manager reports to the Regional Director and supervises Hope Service Coordinators within their assigned region.

The Manager of Resident Services is responsible for:

• Providing leadership and excellence for the development and delivery of services within their region.
• Supervising, coaching, and leading a team of professional, effective Service Coordinators.
• Building relationships with businesses, nonprofits, and government throughout the region to build strategic partnerships that result in financial, in-kind, and programmatic resources that allow Hope to meet its mission.
• Continuous cultivation and stewardship of local relationships resulting in the expansion of service delivery and funding and the creation of strategic partnerships supporting the development of new properties.
• Evaluating resident and community needs and developing innovative solutions to address those needs.
• Providing oversight of administration, compliance, evaluation, and improvement of services coordination within their region, including contracting with quality service providers for select activities.
• Working closely with National CORE Regional Managers and Community Managers to ensure a strong working partnership between Property Management and Hope.
• Reinforcing a culture of teamwork and accountability.

KEY Responsibilities

Resident Service Operations

• Ensure that all Services Coordinators are practicing operational excellence in each community by monitoring resident engagement and service impact.
• Track and ensure each property's service obligations are being met on an on-going basis, working closely with property management to ensure Hope activities are being held in compliance, which includes federal, state, and local regulatory agreements, partnership agreements, funding sources, commitment letters, etc.
• Ensure Services Coordinators develop a site program schedule for residents with access to a variety of educational, recreational, and enrichment activities in support of resident needs.
• Survey, evaluate and monitor resident needs (at least annually) and work with the Director of Program Quality & Data Management to build responsive service solutions.
• Work alongside Director of Program Quality & Data Management to ensure accurate and up-to-date data, including bi-annual internal auditing to ensure work remains compliant.
• Manage and monitor assigned property service budget(s) including supplies, vendors and fundraising

Community Partnerships and Donors

• Serve as Hope's primary ambassador and representative within the assigned region, attending community events and meetings, as appropriate, to build services, funding, and volunteer partnerships.
• Lead regional outreach to community service partners, ensuring residents are connected to a rich inventory of community resources and referral opportunities.
• Develop and maintain relationships with select government staff, community services agencies, schools and volunteer groups that are or could be serving National CORE resident children, parents, and seniors.
• In coordination with the Philanthropy team, build and maintain relationships that result in increased funding to Hope, volunteerism, in-kind services, and financial support.
• Assist with special events, grant development, and individual cultivation activities as needed.

Financial

• Ensure the proper adherence to all fiscal and accounting requirements including banking, cash handling, reporting, collections, invoices, budgeting and auditing.
• Ensure that inventory of all office and service program supplies are maintained appropriately and purchased within approved budgets.
• Approve invoices and staff expenses as necessary.
• Work closely with Hope leadership on the creation and monitoring of the annual budget.
• Coordinate and monitor proper contracting for all partnerships.
• Ensure the proper accounting for all in-kind donation solicitation within the region.

Personal Management

• In cooperation with Human Resources department, manage the hiring, training, evaluation, supervision and termination of employees in accordance with company policies.
• Attend various training and informational seminars in order to keep abreast of new policies and procedures.
• Guide and supervise assigned staff, ensuring they have the tools and support to effectively carry out their jobs and meet defined objectives.
• Work to implement systems that maximize efficiency and impact by training and developing staff on an ongoing basis. Additionally, ensure all aligns with funder expectations and standards of professional excellence.
• Coordinate ways to monitor nonprofit partner relations, impact and overall residents' satisfaction of programming offered by HTHF.
• Build contract outcomes into staff annual performance reviews.

Customer Service/General

• Work with Regional Property Manager/Community Manager on resident issues and, when relevant to Hope, ensure timely and professional response to resident complaints or special needs.
• Create a community of caring and excitement that is contagious for our residents and noticeable to the community at large.
• Attend company sponsored events that relate to the development of the team, which, from time to time, may include overnight stays at locations away from the employee's home.
• Other duties as requested.

SKILLS & QUALIFICATIONS

• Ability to work cooperatively and collaboratively with National CORE/Hope staff, public officials, private sector officials, parents, and community leaders.
• Ability and experience managing staff and/or volunteers.
• Must have a sincere interest in working with children, youth and the aging population.
• Ability to meet the needs of a diverse, low-income population.
• Excellent interpersonal, oral and written communication, and presentation skills.
• Strong organizational skills and the ability to multitask.
• Familiarity with Microsoft Office, electronic/web-based communication, and the ability to type.
• Fluency in a language in addition to English is a plus.
• Ability to work evenings, holidays and weekends as required.
• Ability to travel to off-site meetings, trainings, and events.
• Ability to pass TB skin test and background check.

EXPERIENCE & EDUCATION

• Bachelor's degree in social services, business, communications is preferred
• 3-5 years of work experience in a related field.
• Demonstrated experience working in a social service, education, or related field delivering case management services, program development, or fundraising results.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Exposure to various types of weather conditions.
• Standing, walking, sitting
• Driving - must have valid driver's license and current automobile insurance.
• Operate computer and office equipment

FLSA CODE

• Exempt