Associate Director of Resident Services

At Mercy Housing, we are on a mission to redefine affordable, low-income housing and create a more humane world where communities thrive, and all individuals can realize their full potential. As the largest nonprofit affordable housing provider in the nation, we build, preserve, and manage program-enriched housing across the country.

The Associate Director of Resident Services plays a vital role in advancing Mercy Housing’s mission by overseeing resident programs and services across properties within an assigned region. This role is responsible for supervising Resident Services Managers and providing direct management of services. The Associate Director ensures high-quality, supportive services for vulnerable populations, aiming to help residents maintain stable housing and access valuable community resources.

The ideal candidate will have a social services background as well as experience managing, training, and mentoring staff. 

This position offers a hybrid work schedule.

Pay: $85,000-95,000 annually, dependent on experience, 

BENEFITS & PERKS

• Several healthcare plans to choose from, dental (includes adult and child orthodontia, free basic dental option) and vision  

• 15 days of earned PTO your first year, 12 company holidays 2 floating holidays. 

• 403b match 

• Early close Fridays (3 paid hours each Friday), early close prior to a holiday (3 paid hours) 

• Paid time off between Christmas and New Year's Holiday 

• Paid Volunteer Time  

• Paid parental and caregiver leave 

• Employer-paid life insurance

• Free Employee Assistance Plan  

• Pet insurance options

Job Summary

DUTIES AND RESPONSIBILITIES

• Oversee implementation of core program/service components as outlined in the Mercy Housing resident program model and oversees progress toward program outcomes at all assigned sites.
• Hire, train, mentor, and supervise assigned Resident Services Managers and designated staff, as appropriate, to develop their core skills so they are able to leverage their time to effectively implement Resident Services goals and programs.
•  Implement and monitor contracts, agreements, and memorandums of understanding with vendors, agencies, and institutions as necessary for the effective implementation of Resident Services programs in the region.
•  Provide leadership in the implementation of Resident Services plans and programs. Collaborate with colleagues, vertically and horizontally, to ensure that all resident services are consistent with and integrated into the national model and/or industry best practices.
• In coordination with Resident Services Leadership, develop/manage performance standards and metrics that inform Resident Services staff performance.
• In collaboration with key stakeholders (local/national resident services, property management, etc.), lead and assist in the development and implementation of Resident Services policies and procedures.
• Prepare and submit all required reports in a timely manner.
• Provide requested information and assistance to Resource Development staff for the preparation of grant proposals, reports and in support of general fundraising efforts; track and meet grant compliance requirements.
• Consult with Real Estate Development staff during acquisition and housing project development to ensure that effective and creative programs and services are integrated into the project design and budgets.
• Lead the annual Resident Services and/or grant budget process for the assigned portfolio.
  
  

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.
•  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 

• Two (2) years of experience overseeing the design, implementation, and operations of relevant programs and services.
• Three (3) years of experience in program and staff management.
• Five (5) years prior work experience in community development or social service program development.

PREFERRED QUALIFICATIONS 

• Bachelor’s Degree in a related field.
• Master’s Degree in a related field.
• LCSW or related professional license.

KNOWLEDGE AND SKILLS

• Must demonstrate a commitment to recognizing residents’ knowledge and experience as a valuable resource.
• Must demonstrate knowledge in data collection and analysis.
• Excellent interpersonal skills, written and verbal communication, working collaboratively a team environment with diverse cultures and multiple perspectives and lines of authority, and develop effective working partnerships with religious, education and community groups and institutions.
• Perform basic computer functions using Microsoft Word, Excel and Outlook.

Salary : $85,000 - $95,000