Resident Services Manager II

Mercy Housing is looking for people who want to create a more humane world where poverty is alleviated, communities are healthy, and all people can develop their full potential. We believe that affordable housing and supportive programs improve the economic status of residents, transform neighborhoods and stabilize lives.

We are currently looking for a Resident Services Manager II to oversee programs, staff and services at each property in an assigned region in accordance with the mission and core values of Mercy Housing and the national program model for Resident Services. Supervises other Resident Services Managers and/or manages Resident Services for a state or region with a large number of properties and programs. Properties may include different types of housing with varying program models.

*Candidate must demonstrate understanding of Permanent Supportive Housing principles and continuums of homeless services. Must be able to effectively collaborate with various internal and external partners. An understanding of the complexities of homelessness, harm reductions, trauma, mental health and substance usage is necessary. Must be able to supervise a team and lead staff in partnership engagement and community engagement strategies utilizing person-centered approaches and trauma informed community building.*

**This is a brief description summarizing the abilities and skills needed for the position.**

EDUCATION: Bachelor's degree in a related field preferred. Master's degree strongly preferred. MFT, MFTI, LCSW or LCPC license preferred if appropriate for specific position. Additional experience may substitute for educational requirements.

EXPERIENCE: Minimum of five (5) years in community development or social service program development. Minimum of two (2) years in program and staff management required.

Abilities: 1. Work collaboratively with others in a team environment, respecting and valuing the perspectives and contributions of others, including residents. Must demonstrate a high level of verbal, writing and listening skills. 2. Develop effective working partnerships with religious, education and community groups and institutions. 3. Function effectively in an environment with diverse cultures and multiple perspectives and lines of authority. 4. Motivate individuals and groups to actively participate and take leadership in efforts to improve the community and increase self-determination. 5. Perform basic computer functions using Microsoft Word, Excel and Outlook. 6. Must demonstrate knowledge in data collection and analysis. 7. Effectively motivate and supervise other staff. Develop staff skills in support of resident and community programs and initiatives through training and mentoring. 8. Treat a variety of people with respect and compassion. 9. Represent Mercy Housing in a professional manner at all times. 10. Understand and support the mission and values of Mercy Housing.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

1. Oversee and ensure successful implementation of core program/service components as outlined in the Mercy Housing resident program model or other program model as may be required by regulations, public and/or private investors/funding sources, and/or special needs of the population being served. Oversees and assesses program success, impacts, and/or outcomes at all assigned sites. Determines course of action using specialized skills to assess, analyze, develop and tailor core needs for specific properties based on each property's client population and individualized needs. Uses independent judgment and discretion to determine if deviation from program models is necessary. Participate in strategy discussions for Resident Services in the Geographic Business Center.

2. Supervise all assigned Resident Services staff (at least 5 direct reports) in the delivery of programs/services and the evaluation of outcomes according to the Mercy Housing program model or other model as defined above to ensure compliance with quality standards and Mercy core values. Rarely responsible for direct service provision. Conducts audits to determine quality of program delivery and consistency with program model.

3. Lead and train others in the use of program data reported through the Mercy Measurement or other required data collection system. Provides strategic input and imitative for program supervision and improvement. Navigate expertly through the various systems, evaluate reports and provides input and recommendations for system enhancements.

4. Locate, develop and maintain networks and partnerships with relevant service providers, community and religious organizations, business and educational institutions and assist/train/direct Resident Services staff to do the same. 5. Facilitate effective working relationships between Resident Services and Property Management staff. 6. In collaboration with other regional and national Resident Services staff, participate and provide strategic input in the development and implementation of Resident Services policies and procedures. Audit programs from time to time to ensure program quality and consistency. 7. Recommend, develop and/or conduct Resident Services related training and other staff development resources for site and Resident Services staff. Determine best delivery method/training talent for the materials used. 8. Prepare and submit all required reports in a timely manner. 9. Collaborate with Resource Development staff in the preparation of grant proposals, reports and in support of general fundraising efforts. 10. Track, analyze, and meet grant compliance requirements. 11. Partner proactively and regularly with housing development staff working on new projects or acquisitions to determine plans for Resident Services and to provide input on property design decisions. 12. Participate in annual Resident Services and/or grant budget process for the assigned portfolio. 13. Actively participate in national and regional meetings related to Resident Services and Property Management as necessary. Share learnings with staff upon return from external and internal cross-department training. 14. Recruit, hire, orient, manage and evaluate assigned resident services staff. 15. Regularly participate in Affordable Housing advocacy programs to represent Mercy Housing and our residents. Participate in and provide strategic input to community discussions for policy development that can positively impact Mercy Housing and our residents. 16. May serve as back-up to Director of Resident Services in their absence.