RESIDENT SERVICES SUPERVISOR

About the Role

The Resident Services Supervisor reports directly to the Director of Facilities Management and is responsible for overseeing resident service programs that promote independence, health, and quality of life for residents. The position provides leadership and guidance to Service Coordinators while serving as a liaison between residents, healthcare providers, social service agencies, and community organizations. Additionally, the role includes administrative support to the Facilities Department, such as assisting with ordering supplies, processing invoices, and maintaining documentation, as well as oversight of resident service request workflows.

Responsibilities

• Resident Services and Case Management
  • Assess resident needs and identify appropriate supportive services and community resources.
  • Develop and maintain individualized service plans and referrals based on resident needs and preferences.
  • Coordinate with healthcare providers, social service agencies, and community organizations to ensure residents receive necessary services.
  • Monitor residents' changing needs and conduct follow-up to ensure services remain effective and appropriate.
  • Maintain confidential resident files, case notes, and required documentation.
  • Assist residents with accessing entitlement programs, benefits, and supportive services.
  • Conduct wellness checks and assist with crisis intervention and emergency situations.
  • Organize educational, health, wellness, and social programs that enhance residents' quality of life.
  • Advocate on behalf of residents to ensure access to appropriate services and support.
• Leadership and Supervision
  • Supervise, mentor, and provide guidance to Service Coordinators.
  • Ensure compliance with HUD and organizational requirements related to service coordination.
  • Review reports, documentation, and program activities to ensure quality and consistency.
  • Promote collaboration among housing, facilities, and resident services personnel.
  • Monitor staff productivity, caseload management, and service delivery metrics to ensure departmental goals and performance standards are achieved.
  • Conduct audits of resident records, service requests, and documentation to ensure accuracy, timeliness, and compliance.
• Administrative, Facilities, and Operational Support
  • Report directly to the Director of Facilities and provide updates regarding resident service operations and program outcomes.
  • Assist the Facilities Department with ordering supplies, maintaining inventories, and coordinating vendor requests.
  • Process invoices, maintain records, and support departmental purchasing activities.
  • Oversee bill and invoice processing, including review for accuracy, proper coding, timely submission, and compliance with financial procedures.
  • Serve as liaison between Facilities, Finance, and vendors to resolve invoice discrepancies and ensure proper documentation and payment tracking.
  • Oversee resident services ticketing system functions, including assignment, tracking, escalation, and resolution of service requests.
  • Monitor open tickets, aging reports, and service trends to ensure timely resolution and identify recurring operational issues.
  • Analyze ticketing data to recommend process improvements and enhance resident satisfaction and operational efficiency.
  • Monitor resident satisfaction metrics, including response times and service outcomes.
  • Prepare monthly operational reports, including ticket volumes, resolution rates, and service performance indicators.
  • Coordinate and participate in interdisciplinary meetings with housing and facilities staff.
  • Establish and maintain relationships with community agencies and service providers.
  • Perform other duties and special projects as assigned.

Requirements

• Education: Associates degree and/or equivalent work experience.
• Experience:
  • Minimum of three years of experience in service coordination, case management, senior housing, healthcare, or related social services.
  • Previous supervisory experience preferred.
  • Knowledge of HUD Service Coordinator requirements and community resources.
  • Proficiency in Microsoft Office and electronic documentation systems.
  • Experience with ticketing systems, work order platforms, case management systems, or CRM systems preferred.
• Language: Spanish bilingual.
• Additional Requirements:
  • Resident Advocacy and Case Management
  • Program Development and Community Outreach
  • Leadership and Staff Supervision
  • Regulatory Compliance and Documentation
  • Crisis Intervention and Problem Solving
  • Budget Support and Invoice Processing
  • Ticketing System Oversight and Service Request Management
  • Performance Monitoring and Quality Assurance
  • Interdepartmental Collaboration
  • Customer Service and Relationship Building

Physical Requirements & Work Environment

The individual must be able to safely work in areas such as construction zones, machine and boiler rooms, mechanical/electrical/communication panels, water and sewage pumps, elevator access rooms, maintenance and facilities equipment storage, HVAC units, fuel sources, roofs, and ceilings. The work environment may be subject to variable temperatures, environmental elements (e.g., snow, rain, sleet), and other unregulated or unknown factors.

• Standing: Up to 8 hours a day.
• Sitting/Stationary Positions: Up to 6-8 hours a day for consecutive periods.
• Lifting/Push/Pull: Up to 75 pounds of equipment, baggage, supplies, and other items using OSHA guidelines.
• Bending/Squatting: Required for extended periods during the workday.
• Stairs/Steps/Walking/Climbing: Must safely maneuver stairs, ladders, scaffolds, and crawl spaces; travel and walk between sites/locations throughout the day.
• Agility/Fine Motor Skills: Must operate equipment, devices, instruments, and tools (e.g., typing, switches, dials).
• Sight/Visual Requirements: Must visually assess environments, read documentation, and type/write accurately; eye protection required for some tasks.
• Audio Hearing and Motor Skills: Must listen attentively, process audio information accurately, and speak clearly; required for environmental rounds (e.g., alarms, bells).
• Cognitive Ability: Must demonstrate good decision-making, reasoning, and analytical skills.

Pay

Salary Range: $85,000.00 - $95,000.00

Schedule

8:30 AM – 5:30 PM, 40 hours per week.