Housing Program Manager

Job Description

Job Description

True Ground Housing Partners was founded in 1989 by four families motivated to address affordable housing needs in Arlington, VA. Today, we have grown into one of the region’s leading nonprofit affordable housing developers. Our rental communities provide affordable housing to more than 5,000 people in the Washington, DC Metro Region for neighbors earning between 30% and 80% of the Area Median Income (AMI). True Ground exists to provide quality affordable housing and resident-centered programming to help our residents make the most of their home.

The Housing Program Manager leads the facilitation and documentation of resident matter resolution across the True Ground portfolio, identifies trends that inform training and process improvements and works to ensure high resident satisfaction. In this customer service-oriented work, the role also serves as a primary point of contact for residents whose concerns require coordinated, cross-departmental solutions, working closely across asset management, resident services (including Resident Council), and property management. The Housing Program Manager monitors alignment between property management practices and True Ground's mission and values. The Housing Program Manager is both a skilled internal collaborator and a steady, resident-facing presence, bringing strong conflict resolution skills and working knowledge of affordable housing compliance to situations that do not always have straightforward answers.

Key Responsibilities

Resident-Facing Support & Resolution (35%)

· Serve as the primary problem solver for resident concerns that are raised to the ownership’s attention, facilitating and documenting the resolution of resident matters across the True Ground portfolio

· Communicate transparently with residents regarding the status and resolution of their concerns; direct property management to take corrective action as needed to resolve matters

· Act as the customer service lead for residents and external parties requiring support that require

· Coordinate responses and follow-up, including to listening sessions and Resident Council meetings

· Support Permanent Supportive Housing (PSH) partnerships and eviction prevention efforts as needed, as determined by the resident services staff leading this work; be familiar with trends and support in updating procedures when needed

Data, Reporting & Continuous Improvement (35%)

· Perform collective analysis of resident concerns raised to asset management and report on trends to identify systems level solutions

· Lead the asset management resident satisfaction survey process; conduct quarterly analysis, produce reports, and recommend action plans for improvement; collaborate with relevant teams to implement action plans

· Manage asset management tools and housing data within the database; collaborate with the asset management team and others to keep data current and accurate

· Maintain audit-ready records within the asset management database

· Develop and maintain standard operating procedures (SOPs) that create more uniform, transparent processes for staff and residents, supporting faster and more consistent conflict resolution

Cross-Team Collaboration & Compliance (30%)

· Review property management contracts to understand scope, obligations, and performance standards, using this knowledge to problem-solve effectively with property managers

· Monitor property management practices and policies for alignment with True Ground's mission, values, and resident-centered approach; escalate concerns as needed

· Apply working knowledge of affordable housing compliance — including LIHTC, Housing Choice Vouchers (HCV), and fair housing law — to inform resident matter resolution and property management coordination

· Collaborate with asset management and risk management on the review of incident reports

· Assist with managing asset management database access for the resident services team and other approved partners

· Create and maintain a resident concerns procedure and integrate it into the asset management manual

· Document and track policy changes for consistency across True Ground’s entire portfolio

· Support interdepartmental initiatives by attending meetings and participating in cross-departmental projects

· Other duties as assigned

· Bachelor's