Resident Relations Manager, Behavioral Health

About the role

The Resident Relations Manager (RRM) is responsible for fostering a safe, stable, and supportive living environment for residents of a 57-unit transitional and permanent supportive housing property with a behavioral health focus for individuals with serious mental illness and co-occurring substance use disorders and other related experiences.

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 escalate 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.
• Review and submit for payment approval to vendors for materials delivered and/or services rendered.
• 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.
• 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, customer service, or mediation roles are required.
• 1-2 years of experience in behavioral health is required.
• Excellent interpersonal, organizational and communication skills; integrity; respect for confidentiality; ability to work with diverse populations, including persons with various disabilities.
• 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

• Excellent interpersonal, organizational and communication skills.
• Ability to work well independently and collaboratively with teams.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Emotional intelligence, cultural humility, de-escalation skills.
• Experience in behavioral health.
• 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.

Benefits

Compensation: $29.00-$35.00 (DOE)

Full Time/Non-Exempt

• 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. We support you in supporting others