Resident Services Manager

Are you looking for a position at a mission-driven, innovative organization with great benefits? If so, join Boulder Housing Partners! We are a PERA employer and offer great public employee retirement benefits, work-life balance, and flexible schedules.

We build, own, and manage affordable housing in the City of Boulder, bringing together staff and stakeholders from diverse backgrounds to accomplish a common goal.  

OVERALL JOB OBJECTIVES:

The Resident Services team provides support to 1600 households across 37 housing communities and will expand to 2,100 homes by 2025. Resident Services is central to the effective operations across all of BHP and supports the implementation of BHP’s Strategic Plan. The Resident Services team fosters healthy and thriving communities and promotes opportunity for residents through a combination of strategic programming and community partnerships. Resident Services focuses on housing stability, education, economic development and mobility, health and wellness, and population-specific services (children, youth, parents, seniors). In partnership with BHP residents and community agencies, Resident Services strives to reduce inequities by providing accessible, culturally competent services and programs that increase protective factors. Examples of current onsite opportunities include parenting and life skills classes, children’s after-school and summer programs, case management to support self-sufficiency, support with preschool enrollment and benefits acquisition, and community events to increase positive connections.

 Reporting to the Director of Resident Services, this position designs and implements supportive service programs at BHP’s housing sites to promote well-being and help all people thrive. Responsibilities include assessing individual and community strengths and needs, designing and implementing services to meet needs, providing case management to assist residents to meet goals. The Resident Services Manager supervises Resident Services staff members and volunteers. This position acts as a liaison between service providers and residents by providing information, referrals, and coordination of community services to assist residents in meeting their needs.

ESSENTIAL JOB FUNCTIONS:

1. Work with the Director of Resident Services and other staff to develop and administer program work plans, program goals, data collection processes.
2. Manage the day-to-day operations of a Resident Services team and ensure work quality and adherence to established expectations and procedures.
3. Collaborate with BHP staff, community leaders, and residents to define needs, strengths, and opportunities to meet program model goals and objectives.
4. Research and develop strategic partnerships with local service providers, schools, and organizations to support the provision of service-enriched housing and a continuum of programs and services to help children and youth succeed academically.
5. Coordinate and implement resident programs and services aimed at fostering supportive, thriving communities, and helping residents achieve their goals.
6. Support strong interdepartmental collaboration with Resident Services, Property Management, and Maintenance to facilitate resident and community success.
7. Provide training, supervision, direction, and evaluation for Resident Services Coordinator(s), interns, and volunteers (from a trauma-informed lens) to ensure high performance of job duties.
8. Provide strengths-based case management to program participants to set goals to support children’s healthy development, family economic development and mobility, and the resolution of lease compliance issues in complex situations.
9. Assist property managers with lease compliance and community issues; collaborate with BHP site-based inter-departmental teams of Property Management, Maintenance, Resident Services staff to maintain the property in excellent condition, and to resolve community, maintenance, and resident issues.
10. Maintain an advocate role with residents and outside agencies; assist residents to overcome barriers in accessing needed resources.
11. Serve on community planning boards and participate in professional organizations representing BHP when appropriate.
12. Perform related duties as required by management to help BHP fulfill its mission.
13. Maintains a high level of professionalism and integrity; listens to questions and concerns, evaluates issues and possible solutions, works collaboratively with the Boulder Housing Partners team to address systemic problems; inspires confidence and respect; uses feedback from others to grow and develop.
14. Takes proper safety precautions, anticipates unsafe circumstances, and acts accordingly to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies, and procedures. Reports all accidents and damage to BHP property.
15. Actively supports and upholds BHP’s stated mission and values. Optimizes the use of resources; responsible for knowing and complying with all BHP policies. Participates in professional training and development; and adheres to attendance and workplace attire policies.

Boulder Housing Partners is committed to hiring employees who provide excellent customer service. Our employees communicate courteously and responsively with the public and co-workers, are sensitive to diversity issues provide effective and efficient service to the public and co-workers and act with a high level of integrity and take responsibility for their words and actions.

COMPETENCIES:

Interpersonal Skills– Effectively manages and motivates staff with diverse backgrounds along with the ability to assess their strengths and weaknesses. Establishes and maintains effective working relationships based on mutual trust, respect, and cooperation.

Peer Relationships – Can quickly find common ground and solve problems for the good of all, can solve problems with peers easily, gains trust and support of peers, encourages collaboration, can be candid with peers;

Dealing with Ambiguity – can effectively cope with change, can shift gears comfortably, can decide and act without having the total picture, is not upset when things are up in the air, doesn’t have to finish things before moving on, can comfortably handle risk and uncertainty;

Self-Knowledge – is personally committed to and actively works to continuously improve him/herself, understands that different situations and levels may call for different skills and approaches, works to deploy strengths, works on compensating for weakness and limits;

Drive for Results - Can be counted on to exceed goals successfully, is constantly and consistently one of the top performers, very bottom-line oriented, steadfastly pushes self and others for results. 

Clinical Skills- Advanced clinical expertise. Able to conduct comprehensive assessments of residents’ physical, mental, economic, and social well-being. Understands systemic barriers that perpetuate disparities and can apply motivational interviewing and trauma-informed practices to support individuals to navigate resources and attain goals. 

Organizing – Can marshal resources (people, funding, material, support) to get things done, can orchestrate multiple activities at once to accomplish a goal, uses resources efficiently and effectively, arranges information and files in a useful manner.

Customer Service – Provides exemplary customer service to applicants, residents, community partners, and co-workers. 

Customer Service – Commits to providing exemplary customer service. Able to show empathy, patience, and possess a positive attitude. Able to evaluate situations and find effective solutions. Unshakeable levels of professionalism, integrity, and confidentiality.

Communication Skills - Able to convey verbally and in writing complex information in a professional, clear, and concise fashion using correct grammar and punctuation.  Able to navigate conflict and have difficult conversations with staff, peers, and residents.  Understands and practices the principles of active and effective listening.  Strives to constantly improve communication skills. High level of attention to detail and accuracy.

Time Management - Strong organizational and prioritization skills. Practices regular, predictable attendance. High level of attention to detail and accuracy. Self-motivated, proactive, and resourceful.

REQUIRED QUALIFICATIONS:

Education: Bachelor's degree from an accredited college or university with major course work in social work, human services, counseling, or a related field. Master's degree in Social Work or related field preferred.

Experience: Five to ten years of increasingly responsible social experience including supervisory responsibility.Bilingual in Spanish/English required.

License or Certificate: Valid Colorado driver’s license.

Skills and Abilities:

• Proven leadership and supervisory skills necessary to support Resident Services operations through a period of growth from the current affordable housing portfolio of 1,600 + multi-family units to 2,100; be a motivator; a great communicator; a hands-on supervisor; and a skilled case manager.
• Ability to foster and maintain strong collaborative partnerships with community non-profits, government organizations, and volunteer groups.
• Ability to work with diverse families who have experienced homelessness, substance use disorders, and other traumatic experiences.
• Ability to engage residents to foster safe, connected, healthy communities.
• Ability to work independently and to assume responsibility for completion of complex workload without close supervision.
• Demonstrated time management and organizational skills.
• Interpersonal skills necessary to resolve resident and staff issues.
• Bilingual (English/Spanish) written and oral communication skills necessary to effectively work with BHP residents, housing applicants, and staff.
• Strong customer service skills.
• Strong computer skills including Office 365, case management tools, and grant reporting.

Knowledge of:

• Economic and social issues that impact low-income residents.
• Protective factors that support healthy communities, including early interventions, access to quality childcare, training and employment opportunities, parenting support, and strong social support networks.
• Principles and processes for building community.
• Principles in creating and supporting work groups/teams.
• Principles and practices of supervision, training, and performance evaluation.
• Community resources available to low-income residents, including federal, state, and local benefits.
• Techniques used in working with the mentally, physically, socially, and economically disadvantaged.
• Modern office procedures, methods and equipment including computers and supporting word processing and spreadsheet applications.
• Methods and techniques of resolving resident issues.

 HIRING RANGE: $65,000 - $78,000 annually/ DOQ

 Applications will be accepted through May 31st 2024.

WHAT IT'S LIKE TO WORK WITH US:

We know our employees are our most important resource, in addition to rewarding and meaningful work we enjoy:

• Medical, dental, vision health plans.
• Retirement benefits that include PERA defined benefit plan plus 401k and 457 plans.
• Paid life insurance.
• Employee wellness program.
• Long term disability
• 13 paid holidays per year plus vacation and sick leave.
• Five paid Summer Fridays off
• Excellent work-life programs, such as flexible schedules, training opportunities, and more.

WORKING CONDITIONS:

Environment: Normal office setting with travel to various properties owned and operated by BHP; frequent contact with residents including those with disabilities.

Physical: Incumbents require sufficient mobility to work in an office setting, operate office equipment and travel to various locations.

Vision: Vision sufficient to read small print, computer screens and other printed documents.

MACHINES AND EQUIPMENT USED IN WORK INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING:

Frequently uses standard office equipment including personal computers, scanners, calculators, printers, shredder machine, electronic date stamp, telephones, fax, and copy machines.

BHP is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, creed, national origin, ancestry, disability, military status, genetic information, marital status, or any other status protected by applicable state or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.