Resident Services Manager

Position Description

The Resident Services Manager reports to the Director of Resident Services and plans, directs, organizes, and supports the development and implementation of enrichment, and supportive service programs for JHI residents and community program participants. The Manager champions JHI’s resident support initiatives and directly supervises the Resident Services Coordinators across all residential properties in the Jubilee portfolio. The Manager, through the department, builds skills and resourcefulness for JHI residents and community participants, through financial and economic empowerment, health and wellness initiatives, resource development and navigation, educational enrichment, crisis and conflict resolution, resident goal setting, problem solving, and building resiliency.

Specific Duties

Resident Support & Case Management

• Assess resident needs and connect individuals and families with appropriate community resources and support services.
• Provide information and referrals related to employment, education, healthcare, transportation, financial literacy, and public assistance programs.
• Assist residents with accessing available benefits and services.
• Maintain resident confidentiality and handle sensitive information in accordance with applicable regulations and company policies.
• Monitor resident progress and follow up on referrals as needed.

Program Development & Community Engagement

• Develop, coordinate, and oversee resident programs that promote economic self-sufficiency, health and wellness, senior services, financial and economic empowerment, and community engagement.
• Organize educational workshops, community events, and social activities.
• Encourage resident participation in programs and community initiatives.
• Facilitate resident meetings and support resident leadership opportunities.

Partnerships & Resource Development

• Establish and maintain relationships with local nonprofit organizations, government agencies, educational institutions, healthcare providers, and other community partners.
• Recruit and coordinate service providers, volunteers, and program facilitators.
• Identify funding opportunities, grants, and community resources that support resident programs.

Compliance & Documentation

• Maintain accurate records of resident services, program participation, outcomes, and required reporting metrics.
• Prepare monthly, quarterly, and annual reports as required by management, ownership, funding agencies, or regulatory bodies.
• Ensure compliance with affordable housing program requirements and resident services standards.
• Assist with audits and monitoring visits related to resident services activities.

Property Management Collaboration

• Work collaboratively with property management staff to address resident concerns and support housing retention efforts.
• Participate in move-in orientations and resident outreach efforts.
• Support initiatives designed to improve resident satisfaction and community well-being.
• Assist in crisis intervention and conflict resolution as appropriate.

Desired Qualifications

Education

• Bachelor's degree in Social Work, Human Services, Psychology, Public Administration, Community Development, or a related field preferred.
• Equivalent combination of education and experience may be considered.

Experience

• Minimum of 2–3 years of experience in social services, community outreach, affordable housing, case management, or a related field.
• Experience working with low-income families, seniors, persons with disabilities, or diverse populations preferred.
• Knowledge of affordable housing programs such as LIHTC, HUD, Section 8, or other subsidized housing programs is desirable.

Skills and Abilities

• Strong interpersonal, communication, and relationship-building skills.
• Ability to work effectively with diverse populations.
• Knowledge of community resources and social service systems.
• Strong organizational and project management abilities.
• Ability to maintain confidential information and professional boundaries.
• Proficiency in Microsoft Office Suite and resident management databases.
• Ability to work occasional evenings and weekends for resident events and programs.

Physical Requirements

• Ability to travel throughout the property and community.
• Ability to lift up to 25 pounds occasionally.
• Ability to sit, stand, and use standard office equipment for extended periods.

Key Performance Indicators (KPIs)

• Resident program participation rates.
• Number of successful resident referrals and service connections.
• Resident satisfaction and engagement levels.
• Housing stability and retention outcomes.
• Compliance with reporting and regulatory requirements.
• Development and maintenance of community partnerships.

Benefits

Benefits include health, vision, and dental insurance, STD, LTD, and Life insurances, paid vacation, sick leave, holidays, transportation stipend and a 403b matched contribution retirement plan.

Background Check and Drug Screening

Finalist(s) for this position will be subject to a drug screening and will be required to consent to a pre-employment background check, to include employment and education verifications, as a condition of employment.

Background check and drug test results do not automatically preclude you from being considered for employment. We recognize that each candidate's circumstances may differ, and we evaluate all aspects of your application and qualifications before making a final decision

Reference Checks

Please be prepared to provide 3 professional references if you are selected for this role.

Jubilee Housing is an Equal Opportunity Employer