Resident Services Manager II - Denver

At Mercy Housing, we redefine affordable, low-income housing and work to create a more humane world where communities thrive, and all individuals can realize their full potential.

The Resident Services Manager II provides strategic leadership and oversight of resident services programming across a diverse portfolio, including Permanent Supportive Housing communities serving residents with complex behavioral health and housing stability needs.

This role emphasizes culturally responsive, trauma-informed service delivery, including meaningful engagement with Native American and Alaska Native populations and partnerships with culturally specific organizations.

The Manager plays a critical leadership role in coordinating closely with onsite service partners, fostering strong collaboration, alignment, and accountability across multiple stakeholders.

Success in this position requires strong diplomacy, cross-cultural competence, and the ability to lead integrated service approaches that advance resident stability, self-determination, and community well-being in alignment with Mercy Housing's mission and values.

This role will be expected to performed on-site at one of our Denver area properties 5 days per week.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee and ensure successful implementation of core program/service components as outlined in the Mercy Housing resident program model or other program model as may be required by regulations, public and/or private investors/funding sources, and/or special needs of the population being served.
• Supervise all assigned Resident Services staff in the delivery of programs/services and the evaluation of outcomes. Conducts audits to determine quality of program delivery and consistency with program model.
• Lead coordination of onsite resident programming with on-site and external service providers, community and religious organizations, business and educational institutions and assist/train/direct Resident Services staff to do the same.
• Provides strategic input and imitative for program supervision and improvement.
• In collaboration with other regional and national Resident Services staff, participate and provide strategic input in the development and implementation of Resident Services policies and procedures.
• Produce required reports, measure the accuracy of staff data entry, understand/analyze outcomes from resident services data; prepare and submit all required reports in a timely manner.
• Collaborate with Resource Development staff in the preparation of grant proposals, reports and in support of general fundraising efforts; track, analyze, and meet grant compliance requirements.
• Participate in annual Resident Services and/or grant budget process for the assigned portfolio.
• Recruit, hire, orient, supervise, coach and evaluate assigned resident services staff.
• Regularly participate in Affordable Housing advocacy programs to represent Mercy Housing and our residents. Participate in and provide strategic input to community discussions for policy development that can positively impact Mercy Housing and our residents.

COMPETENCIES

• Articulate and integrate the mission and the core values of Respect, Justice and Mercy into day-to-day work.
• Hold self and team accountable to fostering and reflecting the core values when working with others and when making business decisions.
• Demonstrate strong diplomacy, conflict resolution, and influence skills to navigate multi-partner environments with shared accountability for resident outcomes.
• Demonstrate cultural humility and competency in serving diverse populations, including Native American and Alaska Native communities, and ensure programming reflects culturally responsive and trauma-informed practices.
• Motivate individuals and groups to actively participate and take leadership in efforts to improve the community and increase self-determination.

SUPERVISORY RESPONSIBILITIES

• Be diligent in recruiting, hiring, and developing employees who demonstrate and are aligned with the core values.

MINIMUM QUALIFICATIONS

• Five (5) years in community development or social service program development.
• Two (2) years in program and staff management.

PREFERRED QUALIFICATIONS

• Bachelor's Degree in a related field.
• Master's Degree.
• MFT, MFTI, LCSW, or LCPC license.

KNOWLEDGE AND SKILLS

• Perform basic computer functions using Microsoft Word, Excel and Outlook.
• Must demonstrate knowledge in data collection and analysis.
• Effectively motivate and supervise other staff.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

Physical:

• Must be able to push/pull object less than 30 pounds, walk, climb stairs and enter/exit buildings that are under construction, occasionally, without normal ingress/egress available.

Sensory:

• Ability to read fine print on documents. Able to speak clearly and make self-understood, while also understanding others using the English language.

Cognitive:

• Ability to understand and relate to concepts behind specific ideas and remember multiple tasks/assignments given to others over a period of days. Able to concentrate on moderate detail in both office and field with moderate interruption.

Mercy Housing is a fair chance employer; while we conduct background checks for all positions, we will consider qualified applicants with arrest and conviction records.