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Resident Services Manager

Position Description:
The Manager of Resident Services (New York) will report to the Vice President of Social Services and will:
  • Work across business lines to ensure successful implementation of programs that support our residents
  • Provide supervision, coaching, and support for coordinators, intern(s), VISTA volunteers, and contract staff as necessary
  • Work directly with community managers to help resolve disputes and complaints
  • Assist in developing needs assessments and workplans
  • Utilize data from needs assessment to help identify program priorities related to health and wellness, financial capability, youth development, workforce development, senior services, and resident engagement
  • Advise on program strategies to support COVID relief work to include eviction prevention, food insecurity, vaccinations, and broadband access
  • Conduct routine check-in calls and site visits with coordinators to monitor implementation of site specific workplans
  • Assist in building relationships with prospective program partners
  • Assist in reviewing and applying to funding opportunities that support business needs
  • Write reports for internal and external stakeholders
  • Onboard new resident services coordinator team members
  • Work to implement the US Department of Housing and Urban Development Standards of Success.
  • Provide quality assurance for multifamily service grants.
  • Spend up to two days a week providing direct case management and programmatic support to residents.


  • A Bachelor’s degree and a minimum of 5 years of experience in community engagement, government relations, and providing support services to community groups and individuals
  • Familiarity with social services programs in an affordable housing setting.
  • Strong presentation skills to include writing, public speaking, and meeting facilitation
  • Knowledge of affordable housing policies and trends in community impact and resident services
  • Proven track record of implementing programs and organizing events that support communities and affordable housing residents
  • Ability to attend meetings and community events on evenings and weekends
  • Highly motivated self-starter able to problem solve and juggle multiple priorities
  • Must be a collaborative team player
  • Understanding of resident services programming for seniors a plus
  • Familiarity with the US Department of Housing and Urban Development’s Standards for Success
  • Experience with Family Metrics, AASC Online, and Microsoft Office
  • Must be available for up to 50% of travel