Director of Resident Services

POSITION SUMMARY

The Director of Resident Services leads the development and management of all services programming and large-scale community partnerships, paid and unpaid, for Eden Housing Resident Services, Inc. (EHRSI). This position reports to the Vice President of Resident Services and collaborates with other key internal and external stakeholders to identify, develop, and implement services programming, as well as implement service partner relationships utilizing external stakeholders to identify service partner relationships. This position supervises the internal direct services site staff structure including but not limited to the Associate Director of Resident Services, Community Partnerships Managers, Resident Services Managers, Youth Programs Manager the Technology Programs Manager and Information and Referral Specialist and all associated staff positions. This position also develops and oversees all programs and community partnerships, develops new best practices to inform service delivery models, develops and oversees third party service provider contracts, develops and maintains policies and procedures for the department, and defines, compiles and presents impact data for services programming. This position also works closely with the Real Estate Development, Asset Management, and Compliance departments to ensure new and existing contracts and services are carried out in compliance with regulatory commitments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversees the hiring, training, and management of staff responsible for providing services to residents at properties in Edens portfolio. This includes a team of approximately 45 FTEs operating at 70 properties.
• Oversees performance of volunteers and interns for additional support at Eden properties.
• Oversees the interview and selection process for all direct reports and participates in recruitment efforts for other positions as needed. Responsible for developing interview questions and collaborating with Human Resources to create efficiencies in the recruitment process.
• Responsible for ensuring positions at all levels have an onboarding plan. Ensures staff receive appropriate training and professional development to be successful.
• Ensures third party providers are in compliance with all requirements of their contract and develops a tool to assess the effectiveness of those partnerships.
• Supervises completion of third-party contractor and community partner resident services monthly reports and other tracking mechanisms to measure quality of resident services programming across Edens portfolio as well as partnership productivity.
• Ensures services provided by partner organizations are provided in compliance with all identified regulatory requirements.
• Ensures quality of service provided to residents by providing programmatic supervision, evaluation and oversight.
• Ensures services plans are developed for properties with assigned staff and that services are provided in compliance with all identified regulatory requirements.
• Oversees development of new programs and services for residents in order to enhance quality of life and build community.
• Works together with on-site staff to establish new relationships with community-based organizations. Identifies new collaborative partners and strategic opportunities for provision of services programming at new and existing sites.
• Develops and implements annual EHRSI goals, in collaboration with department staff.
• Formulates and administers policies and procedures for department operations. Responsible for ensuring staff are trained on department and company policies and procedures.
• Works closely with all Eden Department leads, Directors, Associate Directors, Managers etc. to foster strong cross-departmental site teams.
• Provides consultation to Real Estate Development Department for resident services program designs and budgets in new affordable housing projects.
• Monitors and provides input into the development of services budgets at the property level.
• Assists in the preparation of reports on identified outcome measures for Board of Directors.
• Oversees and tracks performance of services partnerships with external providers in each community. Works together with on-site staff to establish new relationships with community-based organizations.
• Identifies new collaborative partners and strategic opportunities for provision of services programming at new and existing sites. Evaluates and conducts due diligence on opportunities and presents recommendations to the Vice President of Resident Services.
• Develops cohesive teams within department.
• Encourages site staff to participate in community coalitions as appropriate. This position plays a key role in local community networking and ambassadorship for affordable housing and resident services located in all Eden Housing communities.
• Leads the department's efforts on resident advocacy and voter engagement. Serve as a representative of the company in coalitions and membership groups to promote identified advocacy initiatives.
• Assists in fund development efforts including foundation, corporate, governmental, individual and other sources to provide funding to implement new programs and maintain existing services.
• Develops and produces outcome data to measure program effectiveness and market programs.
• Works with the Director of Training and Organizational Development to develop comprehensive training plans for each services position.
• Participates in and contributes to staff retreats, meetings, training and program/organizational development.
• Participates and presents at community events with occasional evening work.
• Actively participates in our culture of inclusivity.
• Must have access to reliable transportation to travel during the business day to Eden properties, training sites and retail stores.
• Writes, negotiates, and provides oversight of memoranda of understanding with outside service providers working in Edens properties.
• Leads Salesforce implementation and data integration strategy with partners and ensures data quality.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE

• 5 years supervisory and/or program management experience in the resident services arena.
• Grant writing experience preferred.

PREFERRED SKILLS and/or ABILITIES

• Proven ability to direct departmental activities; lead by example; formulate and execute company-wide goals and objectives and assess achievement.
• Program development and evaluation experience.
• Experience with Salesforce preferred.
• Superior leadership skills with emphasis in staff supervision and development.
• Strategic thinker. Strong analytical and problem solving skills.
• Collaborative working style; team building approach.
• Effective oral and written communication skills and ability to represent the company to public officials and community groups.
• Ability to communicate and interface professionally and sensitively to staff, board, residents and public.
• Ability to handle shifting and multiple priorities in a fast paced, growth environment.
• Must be able and willing to travel to all company locations to carry out duties and responsibilities.
• Experience working with diverse groups, i.e., staff, residents, outside contacts.
• Commitment to Eden Housing's goals and philosophy.

CERTIFICATES, LICENSES, REGISTRATIONS

Must have reliable automobile transportation, a valid California Driver's License and vehicle insurance.

LANGUAGE, MATH & REASONING SKILLS

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to senior management, public groups, and/or boards of directors. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel and crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB DESCRIPTION REVISION

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position.

Eden Housing is an equal opportunity employer. Eden Housing does not discriminate based on race, color, religion, sex, disability, familiar status, national origin, or any other arbitrary basis.