Resident Services Manager

EHA’s mission was and continues to revolve around promoting adequate and affordable housing, economic opportunity, and a suitable living environment free from discrimination in Evansville, Indiana. Our agency strives to expand the supply of assisted housing, improve the quality of housing, increase choices in assisted housing, improve quality of life and economic viability, promote self-sufficiency, and continue to ensure equal opportunities for all.

SUMMARY

The primary purpose of this position is to lead the Evansville Housing Authority’s (EHA) resident services initiatives by providing a full range of informational, referral, and human services to resident associations and residents of a housing authority’s housing programs. The Resident Services Manager acts as a liaison for the housing authority and its non-profit affiliate, in addition to connecting residents with community resources to assist them in the lifestyle adjustment process and achieving their full human and economic potential. These initiatives include grant-funded programs such as the Family Self-Sufficiency and YouthBuild programs as well as additional activities managed by resident services staff.

All activities must support EHA’s strategic goals and objectives and produce results that accomplish the goals of the overall organization, including the non-profit entity, Advantix Development Corporation.

ESSENTIAL JOB FUNCTIONS

Primary areas of responsibility and tasks that may typically be expected include but are not limited to:

• Performs as a liaison through written and oral correspondence with residents, owners, and management agents and follows up through completion and/or satisfactory resolution.
• Presents resident concerns to the attention of management and refers residents with problems or needs to internal or external resources who may appropriately respond to the latter.
• Schedules and conducts inspections of the living units to determine adequacy, proper maintenance, and residents' state of well-being as needed; also follows up on any resident complaints presented in Board Meetings.
• Performs as a resource person to resident associations (Resident Councils) and residents by conducting orientations, discussion sessions, and resident meetings as needed.
• Performs as community resource and activities coordinator within a housing authority in assisting resident associations and residents to enhance their skills in human relations and self-sufficiency.
• Establishes and maintains close rapport with local community organizations to remain current with programs offered within the community and to interest community resource organizations in participating in and sponsoring resident-oriented activities.
• Produce newsletters for the residents on a quarterly basis to keep them informed of scheduled events, resident-related news, and available community programs.
• Assists with marketing and advertising efforts, social media, and communications.
• Prepares and submits resident relations reports to management on the status of the department and attends meetings as required to present program progress and new assignments.
• Manages the work of resident service staff including: assigning, planning, and reviewing work, evaluating work performance and completing performance evaluations, coordinating activities, maintaining standards, allocating personnel, selecting new employees, training, acting on employee problems, and recommending and implementing discipline.
• Develops and executes a plan of programs and strategies to enhance services among EHA/Advantix residents. Communicates with staff regarding new referrals, programs, community involvement and other program initiatives.
• Ensures accountability in quality service delivery, achieving desired results, and meeting performance standards.
• Sets clear expectations and goals, provides timely feedback, and coaches staff on a regular basis.
• Implements and enforces short and long-term department and program processes, procedures, objectives, goals, and plans.
• Oversees all resident service department program budgets.
• Analyzes, evaluates, drafts, reviews, and revises substantive correspondence as appropriate.
• Oversees service delivery by distributing workload among resident services staff as appropriate. Works with and guides staff to resolve issues.
• Provides staff with all required and available tools and resources to accomplish their assignments.
• Keeps updated on pertinent legislation, regulations, and developments, which could affect department operations and disseminates information to appropriate personnel.
• Performs other related duties as assigned and/or required.

BEHAVIORAL COMPETENCIES

Leadership: Provides direction by clearly and effectively setting course of action for department and subordinates; and manages performance by providing regular feedback and reinforcement to subordinates

Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with sensitive topics and/or irate customers.

Customer Service: Understands that all employees have external and/or internal customers that they provide services and information to; honors all of the organization’s commitments to customers/residents by providing helpful, courteous, accessible, responsive and knowledgeable customer service.

Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; establishes rapport when working with others.

Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains friendly demeanor; values the contributions of others.

Results Orientation: Consistently delivers required agency results; sets and achieves achievable, consistently complies with quality standards and meets deadlines; maintains focus on Agency goals.

Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to delivering on his/her public duty and presenting oneself as a credible representative of the Agency to maintain the public’s trust.

Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions.

EDUCATION, EXPERIENCE AND/OR CERTIFICATION

• Bachelor’s degree in social services, or related field and five to seven (5-7) years of experience with community program development, grant administration, and program management is required, including three (3) years of supervisory experience. An equivalent combination of education and experience may be considered.
• Possession of valid Indiana Driver’s License.

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB COMPETENCIES:

• Knowledge of policies, procedures, goals, objectives, operational entities, requirements, and activities as they apply to the resident services function at EHA/Advantix.
• Knowledge of the applicable HUD rules and regulations as they pertain to the affordable housing programs EHA administers and manages.
• Proven application of the principles of supervision, training, motivation, and administration of performance evaluations.
• Knowledge and experience in project and budget management, administrative planning, and coordination of activities.
• Comprehensive knowledge of social work and resources available through community agencies.
• Knowledge of the needs and attitudes of the physically, socially, and economically disadvantaged, including the youth and elderly population, and ability to communicate with individuals of varying social, educational, and economic backgrounds.
• Knowledge of database reporting.
• Ability to exercise initiative, use sound judgment in analyzing situations, and make decisions in a timely manner.
• Ability to present information, both orally and through writing, effectively and in a clear, concise, and convincing manner.
• Ability to prepare clear, concise, and accurate reports, correspondence, instructions, and other written materials.
• Ability to exercise tact and diplomacy in dealing with sensitive, complex, and confidential issues and situations.
• Ability to understand and practice the rules of confidentiality.
• Proficient mathematical and statistical skills and ability to understand and interpret data, charts, and graphs.
• Ability to establish and maintain effective working relationships with employees, tenants, officials, and the public.

COMPUTER AND ADMINISTRATIVE SKILLS

To perform this job successfully, an individual should have advanced abilities using computer software such as MS Word, Excel, PowerPoint, and Outlook. This person should also be capable of using internet resources for marketing and social media correspondence. (i.e. Canva, Facebook, LinkedIn) The ability to learn other computer software programs is important as required by assigned tasks.