Resident Services Manager
Under the general direction of the Senior Manager, Housing Services, the Resident Services Manager provides oversight to the Resident Engagement (RE) and Housing Stability and Outreach (HS&O) team, collectively referred to as Resident Services. The Resident Services Manager develops resident engagement programs that provide educational, wellness, recreational, and other supportive services to CIHA residents using internal and external resources and works directly with potential applicants and tenants, CIHA staff, community agencies, referral partners’ staff and leadership in a wide variety of settings to educate them on CIHA rental properties, eligibility requirements and navigation of housing stability supportive services.
Major Activities (Typical Duties/Responsibilities)
- Maintains professional and supportive relationships with CIHA staff and residents.
- Oversees RE and HS&O budget, fleet, programs, activities, events, staff, volunteers, and partnerships.
- Provides strategic leadership to the Resident Services Team, by identifying staffing levels, communicating employee goals, and identifying areas for new training or needed skills.
- Collaborates with HR to create new position descriptions and progressions to promote professional development among staff and grow the department.
- Manages and coaches staff including temporary VISTA volunteers, Career Ready Interns, ROSS staff and college practicum students.
- Identifies, assesses, selects, develops, and maintains outreach and referral partnerships with local social service agencies that provide staff training opportunities and/or effectively assist residents to achieve and maintain independence and stability.
- Build and maintain positive relationships with social service referral partners, governmental and Tribal agencies as appropriate.
- Drafts and maintains MOAs with outside organizations to ensure compliance.
- Implement and maintain a Ready to Rent Program for CIHA and referred participants in coordination with Resident Services and Rental Operations staff.
- Collaborates with the CIHA legal department and Resident Services Team to develop guidelines, activity releases and waivers to keep CIHA, our residents, volunteers, and partners safe.
- Works with Resident Services staff to develop a broad range of appropriate and viable resident engagement programs with the goal of providing resident engagement and stability offerings to all properties.
- Establishes RE/HS&O priority areas, program targets and consistently tracks measures, assesses, and reports program target progress.
- Build and maintains positive relationships with social service referral partners, governmental and Tribal agencies as appropriate.
- Evaluate requests for new and existing outreach participation to determine time commitment, resources needed and appropriateness with respect to rental properties eligibility requirements.
- Assists in identification, application, development, and compliance monitoring and reporting of grant funded programs for RE/HS&O related activities and programs.
- Provides presentations to internal and external groups regarding RE/HS&O programs, at times, in partnership with CIHA Housing Operations Department.
- Takes a leadership role within CIHA committees and represents CIHA in various community coalitions and at various community meetings and events.
- Assists CIHA staff with tenant social service referrals, such as adult protective services, agency intervention, interpreters, housekeeping assistance, meal preparation assistance, etc.
- Helps to facilitate meetings as requested by tenants.
- Performs related duties as assigned.
Skills and Abilities
- High degree of professional representation of self and CIHA.
- Ability to work independently and with very limited supervision in a wide variety of environments and with limited resources.
- Demonstrated ability to make independent decisions and react in a timely fashion to a myriad of circumstances and encounters with professionalism and tact.
- Excellent interpersonal skills and flexibility to deal effectively with a variety of people, situations, challenges, and changes. Non-judgmental attitude and willingness to treat each client with respect.
- Ability to recruit, screen, train, support, manage and lead team of frontline employees.
- Ability to cultivate partnerships with outside entities that provide social services.
- Ability to identify and assess opportunities for resident or client program implementation.
- Ability to manage and work effectively with diverse groups and individuals.
- Ability to provide presentations to internal and external groups regarding the RE/HS&O programs.
- Professional written communication including the ability to provide information in a multitude of formats including email, correspondence, reports, and presentations.
- Professional and effective verbal communication including the ability to adjust communication style to meet audiences with a wide range of understanding and professional levels. Excellent organizational skills.
- Ability to maintain client confidentiality.
- Excellent research skills.
- Exceptional customer service
- High level analytical skills necessary to gather information, track statistics, and analyze outreach program performance and report to both leadership and staff.
Education and Experience
- Bachelor’s degree in business, social services, or related field; experience can be substituted on a year for year basis.
- 3 years collective management experience.
- Substantial experience in customer and/or client services.
- Experience in grant funding opportunities preferred.
- Previous experience working with diverse populations, elderly and/or disabled persons preferred.
- Valid Alaska driver’s license and reliable personal vehicle.