Job Title:Resident Services Manager Actively supports Eden’s mission of creating and sustaining high-quality affordable housing communities that advance equity and opportunity for all. Department: Resident ServicesLocation: VariesReports To: Director of Resident ServicesFLSA Status: ExemptLast Updated: November 6, 2023 SUMMARYUnder the supervision of the Associate Director of Resident Services, the Resident Services Manager is responsible for oversight of the delivery of resident services programming at affordable housing properties that serve families, seniors and those with special needs within Eden Housing’s portfolio. The Resident Services Manager is responsible for the supervision of multiple Resident Services Coordinators providing services to residents in affordable housing properties. Additionally, this role is responsible for the development of collaborative relationships with outside services to bring robust and relevant programming to Eden Housing properties. ESSENTIAL DUTIES AND RESPONSIBILITIES Oversee the implementation of programming in the core service areas and progress toward program outcomes at all assigned sites.Assist in the development of pilot programs and related tools and outcome measurements to expand program offerings to meet identified resident needs.Use program data and regular reporting as a tool for staff and program supervision and quality improvement.Provide input in the development of resident services budgets and responsible for monitoring budgets and reporting on variances.Locate, develop and maintain networks and partnerships with relevant service providers, community organizations, business and educational institutions and assist Resident Services staff to do the same.In cooperation with the Technology Programs Manager, supports Eden’s computer learning program and work in collaboration with the Manager to bring other technology-based education to the properties. Assists the Fund Development Department in soliciting donations from local businesses and vendors for events and activities. Provides information required to submit relevant grant applications for programming.Participate in community groups working to improve services for residents in order to develop new resources that address unmet needs.Facilitate effective working relationships between Resident Services and Property Management staff.Contribute to positive and effective teamwork environment with colleagues.Completes all required statistical records and reports in a timely manner. Designs and implements evaluation tools to assess quality of services and resident satisfaction with programming.Attends all staff meetings, trainings and other appropriate meetings and conferences as required.Assists residents from other properties on an as-needed basis. Actively participate in our culture of inclusivity. Must have access to reliable transportation to travel during the business day to Eden properties, training sites and retail stores. SUPERVISORY RESPONSIBILITIESDirectly supervises Resident Services staff and or volunteers/interns. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, train, and orient employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. EDUCATION and/or EXPERIENCEAny equivalent combination of experience and training in community development or social service program development required.Minimum 2 years of experience in program development and management and/or staff management required.Training or experience in working with diverse cultures and specific populations, depending on the property. Experience with populations such as children and families, seniors, people with disabilities (physical and developmental) or chronic mental illness, HIV/AIDS preferred.Knowledge of eligibility and procedures of federal and state entitlement programs and legal liability issues relating to service coordination.Crisis and mental health experience preferred. PREFFERED SKILLS and/or ABILITIES Knowledge of services available in Bay Area counties.Proven ability to work with diverse groups in cooperative problem solving and consensus building.Demonstrated ability to supervise others and recruit volunteers or other unpaid staff and supervise their activities.Demonstrated ability to establish trusting, confidential relationships.Ability to develop effective working partnerships with various types of community groups and institutions.Flexible and creative in working to make services accessible to residents in the most effective manner possible and effective at motivating individuals to actively participate in services.Demonstrate a commitment to recognizing residents’ knowledge and experience as a valuable resource.Excellent customer service skills, organizational skills, and ability to work independently and as part of a team.Good communication (verbal and written), decision-making and evaluation skills. Computer experience with database and word processing skills. Experience with Salesforce preferred. Experience with budgeting preferred.Ability to work some evenings and weekends, as required.Ability to speak a second language preferred. CERTIFICATES, LICENSES, REGISTRATIONS Must have reliable automobile transportation and a valid California Driver’s License and vehicle insurance. LANGUAGE, MATH & REASONING SKILLSAbility to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. This may include writing/typing, use of computer and paper files, answering phones, attending meetings with residents, family members and community agencies representatives, throughout the complex in their apartments, outdoor community areas and the community room. Travel to the central office and other locations for meetings and training sessions is required. Mobility: physically able to get around the apartment complex (some of which are quite large). In some cases, go into residents’ units. The home visits are more a requirement in senior/disabled housing but is important in family housing as well. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is frequently exposed to outside weather conditions. The noise level in the work environment is usually moderate. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or Abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. JOB DESCRIPTION REVISIONThis is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position. Eden Housing is an equal opportunity employer. Eden Housing does not discriminate based on race, color, religion, sex, disability, familiar status, national origin, or any other arbitrary basis.