Housing Services Manager

About the Role

This leadership position oversees the daily operations of the Housing Services Department, focusing on THC’s Modified Payment Program and Master Lease Program. The role involves managing staff, improving departmental systems, ensuring policy compliance, and fostering collaboration across teams to support housing retention and client services.

Responsibilities

• Hire, train, supervise, and evaluate staff, ensuring adherence to THC policies and safety regulations.
• Conduct regular meetings, trainings, and supervisions to motivate staff, promote teamwork, and develop professional skills.
• Provide leadership, vision, and project direction to foster trust and high performance.
• Collaborate with department leadership to improve operations, develop programs, and achieve objectives.
• Partner with other THC departments and external agencies to ensure comprehensive services.
• Evaluate and recommend improvements to policies related to the Modified Payment Program and Master Lease Program.
• Prepare for and participate in audits by City and Federal agencies, and assist with required reporting.
• Oversee the administration of subsidy programs (e.g., CAAP, La Voz, Shelter Plus Care) to ensure fiscal soundness and excellent client services.
• Monitor staff adherence to protocols for check security and confidentiality of tenant records.
• Manage vacancies, referrals, and waitlists for step-up buildings, Galvin Apartments, and the women’s floor.
• Oversee the Reasonable Accommodation (RA) request process and grievance submissions.
• Enforce Payment Plans and Pay and Stay Stipulation Agreements to support housing retention.
• Update the rental database with pertinent notes, including eviction approvals and agreement terms.
• Coordinate Quick Check, Check Day, and the Rental Payment Period process with the Rental Accounts Manager.
• Maintain relationships with managers and landlords of non-THC buildings and participate in client account reviews.

Requirements

• BA/BS degree in Social Work or related field; MA/MS strongly preferred.
• Minimum 2 years of experience in program management and administration.
• Minimum 2 years of experience training and supervising staff.
• Proficiency in Microsoft Office Suite and ability to produce/analyze reports.
• Strong presentation, communication, and conflict resolution skills.
• Ability to interpret policies, regulations, and contracts, and make independent decisions.
• Demonstrated analytical, critical thinking, and problem-solving skills.
• Experience working with diverse, low-income, homeless, or formerly homeless populations.
• Knowledge of San Francisco landlord-tenant law and Harm Reduction models.
• Experience with clients facing mental health and substance use challenges.
• Basic math skills, including rent pro-ration.
• Excellent data entry skills and experience working within databases.
• Ability to pass background checks, reference checks, and TB screening.

Preferred Qualifications

• Experience in non-profit or public sector.
• Knowledge of San Francisco resources.
• Bilingual skills.

Skills & Abilities

• Passion for THC’s mission, values, and customer service philosophy.
• Leadership qualities, including vision, energy, and ability to empower teams.
• Adaptability to change and professionalism under pressure.
• Strong interpersonal skills, including boundary-setting and confidentiality.
• Ability to work independently, collaboratively, and as part of a team.
• Excellent time management, punctuality, and attention to detail.
• Commitment to non-violent, respectful communication.

Physical Requirements

• Frequent standing, walking, sitting, and use of hands for handling/grasping.
• Frequent climbing stairs, stooping, kneeling, crouching, and pushing/pulling.
• Occasional lifting/moving up to 25 pounds.
• Close vision, peripheral vision, and ability to adjust focus.
• Frequent use of computer software, databases, and multi-line telephones.
• Occasional travel throughout San Francisco.