Resident Services Manager

About the role

The Resident Services team provides support to 2100 households across 40 housing communities and will continue to expand services as BHP's portfolio grows. Resident Services is central to the effective operations across all of BHP and supports the implementation of BHP's Strategic Plan. The Resident Services team fosters healthy and thriving communities and promotes opportunity for residents through a combination of strategic programming and community partnerships.

Responsibilities

• Develop and administer program work plans, program goals, and data collection processes.
• Manage the day-to-day operations of a Resident Services team and ensure work quality and adherence to established expectations and procedures.
• Collaborate with BHP staff, community leaders, and residents to define needs, strengths, and opportunities to meet program model goals and objectives.
• Research and develop strategic partnerships with local service providers, schools, and organizations to support the provision of service-enriched housing with programs and services that support residents to stay stably housed, age in place, engage in enrichment opportunities, and foster healthy communities.
• Coordinate and implement resident programs and services aimed at fostering supportive, thriving communities, and helping residents achieve their goals.
• Support strong interdepartmental collaboration with Resident Services, Property Management, and Maintenance to facilitate resident and community success.
• Provide training, supervision, direction, and evaluation for Resident Services Coordinators, Life Enrichment and Volunteer Coordinator, possible interns, and volunteers (from a trauma-informed lens) to ensure high performance of job duties.
• Provide strengths-based case management to program participants safely aging in place, economic stability, and the resolution of lease compliance issues in complex situations.
• Assist property managers with lease compliance and community issues; collaborate with BHP site-based inter-departmental teams of Property Management, Maintenance, Resident Services staff to maintain the property in excellent condition, and to resolve community, maintenance, and resident issues.
• Maintain an advocate role with residents and outside agencies; assist residents to overcome barriers in accessing needed resources.
• Serve on community planning boards and participate in professional organizations representing BHP when appropriate.
• Perform related duties as assigned to support departmental and organizational needs.

Qualifications

• Proven leadership and supervisory skills necessary to support Resident Services operations through a period of growth; be a motivator; a great communicator; a hands-on supervisor; and a skilled case manager.
• Ability to foster and maintain strong collaborative partnerships with community non-profits, government organizations, and volunteer groups.
• Ability to work with diverse older adults who have experienced homelessness, substance use disorders, and other traumatic experiences.
• Ability to engage residents to foster safe, connected, healthy communities.
• Ability to work independently and to assume responsibility for completion of complex workload without close supervision.
• Demonstrated time management and organizational skills.
• Bilingual (English/Spanish) written and oral communication skills preferred to effectively work with BHP residents, housing applicants, and staff.
• Strong customer service skills.
• Strong computer skills including Office 365, case management tools, and grant reporting.
• Knowledge of: Economic and social issues that impact low-income residents. Protective factors that support healthy communities, including access to health and wellness programs and in-home services, enrichment opportunities, safe living spaces, and strong social support networks. Principles and processes for building community. Principles in creating and supporting work groups/teams. Principles and practices of supervision, training, and performance evaluation. Community resources available to low-income residents, including federal, state, and local benefits such as Medicaid, Medicare supplemental plans, Old Age Pension, Social Security Income, Social Security Disability Income, Home and Community-Based Services, etc. Techniques used in working with the mentally, physically, socially, and economically disadvantaged. Modern office procedures, methods and equipment including computers and supporting word processing and spreadsheet applications. Methods and techniques of resolving resident issues.

Benefits

Hiring range: $65,000 - $80,000 DOQ. Applications will be accepted through September 10th, 2026. For more info please click here.