Resident Relations Manager

About the role

The Resident Relations Manager (RRM) is responsible for fostering a safe, stable, and supportive living environment for residents in permanent supportive housing communities. The RRM role centers on property curb appeal, maintenance and janitorial oversight, resident engagement, housing retention support, habitability oversight, conflict resolution, vendor and invoice management, and coordination with service providers.

Responsibilities

• Foster positive, professional relationships with residents using trauma-informed, culturally responsive engagement.
• Respond to residents’ concerns, reasonable accommodation requests, behavioral challenges, conflicts, and habitability issues in partnership with service providers.
• Support residents in understanding and following lease requirements and enforce community/house rules and expectations.
• Show units to applicants; collect documents for resident income and entrance criteria in keeping with the Resident Selection Criteria, Management Plan, Fair Housing Law, applicable loan agreements and regulatory agreements to maintain key performance indicator standards.
• Aid in early intervention for tenancy issues and escalating as needed.
• Coordinate with service providers and case managers regarding at-risk households.
• Participate in case conferencing or multidisciplinary team meetings.
• Conduct daily property walk-throughs to ensure safety, cleanliness, and housing quality standards.
• Identify maintenance issues, unit turnover needs, and manage work order requests; follow up with maintenance to ensure closure.
• Oversee janitorial and maintenance staff workflow.
• Assist in unit access for turnovers, inspections, preventive maintenance, and emergency entry.
• Maintain communication with resident service providers and/or case managers and interact with them to assist residents with housing issues and needs.
• Coordinate on-site vendor activity for repairs, unit turnover, janitorial, landscaping, pest control, and security.
• Ensure work is completed safely, professionally, and within scope.
• Maintain documentation for facility or habitability issues requiring follow-up.
• Schedule and conduct annual property inspections or other inspections as may be deemed required by the Agency’s practice or by property lenders or others.
• Determine, with consultation with the Central Team as appropriate to the scale of the project, the scope of work needed to respond to work orders, inspection deficiencies, preventative maintenance and planned capital improvements for the purpose of securing bids as appropriate for project physical needs.
• Review bids, review and select vendors, contract for goods and services and oversee work for all property maintenance needs within management plan and approved budget, securing any approvals or permits that are needed.
• Review and submit for payment approval to vendors for materials delivered and/or services rendered.
• Review and approve all invoices presented for property expenses within the portfolio and code using the approved chart of accounts.
• Make regular inspections of property to ensure it is well-maintained, update emergency response plan, ensure that mechanical devices are in working order and that the environment is safe, clean, and attractive.
• Respond to onsite behavioral and/or property incidents following organizational safety and incident response protocols.
• Document incidents and escalate to Central Teams as appropriate.
• Ensure common areas remain clean, secure, and accessible.
• Monitor and support enforcement of community standards in partnership with service providers.
• Support implementation of emergency procedures and drills.
• Some after-hours availability may be required to respond to urgent onsite situations or property emergencies, in coordination with the organization’s on-call or emergency response protocols.
• Maintain resident communication logs, incident reports, and habitability documentation.
• Maintain onsite records such as leases, applications and initial/annual income certification documentation, resident correspondence, work order files, etc.
• Provide field information for Central Teams (Compliance, Turnover, Rent, etc.) when needed.
• Post notices as directed by Central Teams (no legal interpretation or preparation required).
• Prepare resident relations and property operations reports such as demographics, housing retention, vacancy and unit turnover reports as required/requested by Central Teams, external/internal stakeholders, annual reporting, or preparation for internal/external file audits.
• Participate in required training, staff meetings, and professional development.
• Recommend measures to improve the fiscal performance of the project, to better serve the residents and/or preserve the physical integrity of the property.

Requirements

• High school diploma or equivalent (GED) required; some college or training in business, real estate or human services preferred.
• 1-2 years of progressively increasing property management experience or experience working in affordable or supportive housing, shelters, behavioral health, customer service, or mediation roles strongly preferred.
• Reliable transportation or access to a vehicle is required to work in an office, attend in-person meetings, and offsite events.

Qualifications

• Demonstrated high degree of emotional intelligence, cultural humility, de-escalation skills and ability to work with individuals with complex needs, with a proven track record to build and maintain effective relationships with a wide variety of internal and external contacts.
• Excellent verbal and written communication, organizational, time management skills, and relationship-building skills.
• Ability to work well independently and collaboratively with teams.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Able to act with integrity; respect for confidentiality; ability to work with diverse populations, including people with various disabilities.
• Able to engage residents with empathy, respect, and trauma-informed practice.
• Experience analyzing and prioritizing complex situations, policies and procedures, laws and regulations, and exercise good judgment while completing required duties.
• Thorough knowledge of fair housing and landlord-tenant laws.
• Proficiency in Microsoft Office programs, systems, and platforms and Yardi or other Property Management software.
• Ability to learn and use required mobile devices and business-related applications.

Skills

• Emotional intelligence
• Cultural humility
• De-escalation skills
• Verbal and written communication
• Organizational and time management skills
• Relationship-building skills
• Problem-solving skills
• Attention to detail
• Integrity
• Empathy
• Respect
• Trauma-informed practice
• Analysis and prioritization of complex situations
• Knowledge of fair housing and landlord-tenant laws
• Proficiency in Microsoft Office programs
• Ability to learn and use required mobile devices and business-related applications

Benefits

• $25.00 - $29.81 per hour
• 100% paid health, vision, and dental options
• 19 PTO days & 12 Holidays per year
• Voluntary benefits: FSA, EAP, Commuter Checks, Life Insurance, Legal, and more
• 3% retirement match/contribution
• Professional Development Trainings and Opportunities, Leadership Academy Programs, and All Staff Events
• Dynamic, mission-driven culture and supportive leadership

Pay

$25.00 - $29.81 per hour

Schedule

Not specified