Resident Services Manager

Location: Mutual Housing California ~ Corporate Office

Department: Community Development

Reports To: Director, Social Services

FSLA Status: Exempt

FTE: Full-Time; 100% FTE

Salary Range: $66,000 to $72,000 per year

Generous Benefits Package includes:

• Medical, Dental, Vision, Life Insurance & Employee Assistant Program ~ fully covered for Employee
• Optional Life, Long Term Disability, Critical Illness, Identity Theft Protection and Accident Insurance
• Generous paid time off, including16 paid holidays which includes the week between Christmas and New Years
• Thank You Fridays: work to 2:00pm; paid through 5:00pm each Friday.
• 401K Retirement Plan ~ Employer match up to 6% ~ after 6 months service.

Summary

Mutual Housing California brings people and resources together to develop, manage, and support sustainable affordable housing where residents are partners in advancing equitable communities. One of the primary ways we do this is through the work led by our Resident Services team, who connect Mutual Housing affordable housing residents with opportunity through a wide range of direct services and community building strategies. Our Managers oversee areas of this work, supporting site staff and developing systems to ensure that we reach our goals.

The Resident Services Manager will oversee resident services provided at 10 – 12 of our housing sites, some of which may be permanent supportive housing, in North Sacramento, South Sacramento, and Yolo County. They will oversee 3 – 5 FTE Community Builders (soon to be transitioned to Resident Service Coordinators). This is an entry to mid-level management position and will be based at Mutual Housing’s corporate offices in Sacramento, with considerable travel throughout Sacramento and Yolo Counties.

Key Duties & Responsibilities

Direct Supervision and Oversight of Community Builders

• Supervise, train, and support direct service staff at Mutual Housing affordable housing sites to ensure that services are meeting the needs of residents and are aligned with service goals, service plans, and the Strategic Plan priorities.
• Provide regular individual supervision and group coordination meetings for staff.
• Ensure coverage and proper notices in the event of staff absence or staff vacancies. Provide backup coverage and support of program activities when needed.
• Support and motivate service team by expressing expectations, resolving conflict, holding staff accountable to work and goals, and promoting a friendly climate with staff.
• Guide, coach, train, and support staff, giving positive and negative feedback when necessary. Resolves conflict and establishes a culture of trust, respect, and rapport with team.
• Coordinate service deliver strategies with our second Resident Services Manager.
• Recruit and facilitate hiring processes for new positions.

Customer & Partner Relationships

• Work with partners, program participants, and staff to create innovative solutions and insights to problems and assignments.
• Research, meet with, and recruit new partners as needed for program success, and develop partner agreements. Hold partners and own staff accountable to service agreements and insurance compliance in coordination with supervisor.
• Coordinate and support staff in coordinating with Property Management on services provided for residents, including managing regular meetings, supporting residents in jeopardy of losing their housing, coordinating on safety concerns, and planning resident meetings & activities.
• Meets regularly with Regional Managers to problem solve issues for properties under their management.
• Periodically attend community meetings, resident and client events, and other activities hosted by staff to network with partners and maintain positive relationships with community served.
• Ensure that staff provide good customer service, acting courteously, compassionately, and responsively to all residents.
• Follow up with concerns raised by residents that are not resolved by staff. Demonstrate understanding of resident and client issues, maintain trust and credibility with residents, and anticipate resident and client needs
• ~Respond appropriately with conflict resolution techniques and de-escalation to client and resident behavioral issues, including mental health emergencies or negative feedback to services.
• ~Address or raise attention for resident & client issues within 72 hours.
• Demonstrate ability to promote inclusiveness, valuing cultural, racial, ethnic, gender, and other individual differences. Actively seeks out different viewpoints and seeks to understand others during disagreements.
• Coordinate with Community Organizing Manager and Resident Programs Manager to support their collaboration with Resident Service Coordinators.

Program Planning, Evaluation, and Reporting

• Accurately and efficiently enter data into Salesforce, Paylocity and other tracking systems.
• Train and hold staff accountable to data entry practices and to meet deadlines for data entry. Review reports, assess program success, and adjust programming to improve outcomes.
• Provide accurate and timely reporting on customer status using digital and paper case files, following standards based on Mutual Housing document and privacy standards.
• Complete monthly, quarterly, and annual reports in a timely manner, including program reports, resident surveys, resident success stories, event summaries, and program photos.
• ~ Gather reports from staff and hold staff accountable to reporting deadlines.
• Develop and maintain program budget for program activities. Plan for and procure supplies in a timely manner according to budget.
• ~ Support staff in tracking site budgets to ensure budget targets are met.
• ~ Ensure timely expense reporting and advance reconciliations.
• Develop and support staff with developing program Annual Service Plans based on grant and agency deliverables.

Problem Solving and Strategic Thinking

• Builds teamwork and encourages creativity and feedback in program planning.
• Engages in community feedback loops, gaining direct input in program planning and strategic planning from residents.
• Regularly engages in brainstorming and group discussions with colleagues to problem solve and generate creative new solutions and approaches to customer issues and business processes.
• Proactively identifies program implementation barriers, seeks various perspectives, and finds solutions.

Time Management

• Report to work as scheduled and follows call-in and approval procedures for time off. Ensures that staff do the same.
• Organizes and prioritizes work effectively, with flexible response to priorities and organizational change.
• Participate in training and development programs to improve personal skills/knowledge; develop a personal plan for continuing professional development for self and team.

PM20

Required Knowledge, Skills and Abilities

• Bachelor’s Degree in a relevant field.
• A minimum of four years of experience in property-based social services, with some experience in permanent supportive housing preferred.
• Demonstrated experience and proficiency in managing or supervising others.
• Specialized knowledge, certification, or training in list areas.
• Demonstrates good written, oral communication, and presentation skills, expressing ideas and information accurately.
• Experience and proficiency in working in diverse, low-income communities with cultural competency, cultural humility, and sensitivity, and promotes inclusive practices.
• Able to use good judgement and seek advice when appropriate.
• Self-directed, with good attention to detail.
• Able to define and solve problems, including seeking understanding from others when needed.
• Demonstrates a positive attitude, respect, and rapport with colleagues.
• Advanced knowledge of Microsoft Office tools.
• Passes criminal, DOJ, and other background checks.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.