Akron Metropolitan Housing Authority
Resident Services Manager
Akron Metropolitan Housing Authority, Akron, Ohio, United States, 44329
AKRON METROPOLITAN HOUSING AUTHORITYJob Title:
Resident Services ManagerReports to:
Resident Services Senior ManagerDepartment:
Resident Services (RS)FLSA Status:
ExemptMinimum Salary: $62,300 - Salary is based on education, experience, and background.General Purpose:The primary purpose of this position is to lead the training, development, planning and implementation of resident support programs that best meet the needs of residents through AMHA's HUD funded legacy programs. This position will have direct oversight of resident councils/boards, including supervision and training of staff and residents on resident support services and programs. The Resident Services Manager serves as the Resident Services liaison and the primary point of contact for Lead Property Management and other AMHA housing programs and support departments. This role includes overall RS office management and departmental budgetary preparation and oversight. Leadership in this position includes supervision and management of staff that provide direct service to residents and supervision of administrative and secretarial staff to support daily office management.Essential Duties and Responsibilities
:The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.Oversees and directs AMHA's Resident Services legacy programs focused on direct HUD initiatives, including programming resulting from the use of Tenant Participation Funds (TPF) and required contracts for program implementation.Implements and enforces short and long-term department and program processes, procedures, objectives, goals, and plans.Supervises staff including: hiring, assignment, training, evaluating, and disciplining of employees. Delegate's authority and responsibility to staff as necessary to administer legacy, new programs, mediation and prevention services, office management and broad programmatic activities within the Resident Services Department.Sets clear expectations and goals, provides timely feedback and coaches staff on a regular basis.Serves as a department liaison between internal AMHA administrative departments and housing programs, specifically serving as a connection between property management, lead property management, service coordinators and administration.Assists Senior Manager with Adult Protective Services cases.Continuously improves processes, procedures and policies to ensure the most efficient operations within the department.Keeps updated on pertinent legislation, regulations, and developments which could affect department and program operations, and disseminates information to appropriate personnel.In collaboration with direct reports and the use of data, develops and executes a plan of programs and strategies to enhance services among AMHA residents.Communicates with staff regarding new referrals, programs, community involvement and other program initiatives.Supervises the creation and continued progress of resident councils and the AMHA Community Action Network (A-CAN).Supports elderly/disabled programs and initiatives.Assists department staff with the development of grant applications for federal, state, and local funds.Oversees and monitors RS department program budgets and finances including grant funding and departmental purchasing cards.Utilizes volunteer resources, management and communication skills, and the ability to negotiate, collaborate, and foster inclusiveness among a wide range of people of diverse backgrounds.Develops and enriches community partnerships and relationships to enhance services to the clients of the AMHA and aligns with AMHA's Strategic Plan and oversees partnership contracts.Represents AMHA and participates or recommends participation on boards and committees whose purpose directly or indirectly enhances the quality of life of AMHA clients.Attends trainings relative to interpersonal mediation and Ohio eviction mediation services and provides direct oversight to this initiative stemming from tenant to tenant mediation requests from the resident services Request for Services form.Assists Senior Manager is responding to inquiries, requests and complaints in a timely manner.Stays informed of best practices for eviction preventions and employs those tools within direct oversight of professional staff in direct service.Provides staff training on best practices relative to mediation and eviction prevention.The incumbent will work directly with AMHA's legal department on matters that require oversight.Assists Senior Manager with all programmatic and operational objectives, systems and services.Represents AMHA in a professional manner at various community functions, annual meetings, inter-agency workshops, etc. and ensures that AMHA's efforts are recognized in the community and that AMHA has a voice on issues important to AMHA and its residents. Networks between agencies that benefit AMHA.Performs other duties as assigned.Behavioral Competencies: This position requires incumbents to exhibit the following behavioral skills:Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition.Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors and measures the needs of both internal and external customers; talks and acts with customers in mind. Recognizes working colleagues as customers.Teamwork: Willingly shares responsibility for work with co-workers, strives to accomplish team goals and objectives. Demonstrates flexibility in balancing job responsibilities and the ability to deal with change. Open to new ideas and approaches.Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing. Demonstrates attention to, and conveys understanding of, the comments and questions of others; listens effectively.Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; does fair share of work.Dependability/Work Habits: Understands the importance of timeliness and accuracy in the workplace. Maintains a satisfactory attendance record and is consistently punctual. Responds to management direction; follows instructions and completes tasks on time or notifies appropriate person with an alternate plan.Interpersonal: Builds positive and productive relationships with others. Maintains confidentiality and trust.Leadership: Provides direction by clearly and effectively setting course of action for department and subordinates; manages performance by providing regular feedback and reinforcement to subordinates. Problem Solving: Assists in finding solutions concerning problems relating to job.Cost Conscious/Fiscal Responsibility: Awareness of the cost of products and services without expending more resources than necessary.Staff Development: Acts as an effective coach of employees, providing guidance and positive reinforcement when appropriate. Recognizes the importance of employee performance feedback and effectively uses the performance management system to promote employee's growth and development. Ensures staff accountability.Project Management/Resource Management - Understands the process of planning, organizing, and controlling resources within a project to achieve specific goals. Completes projects in the time prescribed or makes appropriate provisions if cannot complete project in a timely manner. Uses AMHA resources efficiently and completes assigned projects within budget or obtains approval if project will exceed budget.Job Competencies:Knowledge of AMHA's policies, procedures, goals, objectives, operational entities, requirements, and activities Understands strategic issues facing the AMHA and the specific impact of the strategic plan goals on the departmental level.Knowledge of Department of Housing and Urban Development (HUD) housing programs including property management.Thorough knowledge of funding priorities and collaborative efforts in the community and demonstrated ability to work with foundations and individual donors and businesses to align AMHA/BFT efforts with their priorities.Knowledge of developing and implementing fundraising plan including a diverse set of strategies as it relates to annual appeals, capital campaigns, grant writing etc.Knowledge of the needs and attitudes of the physically, socially, and economically disadvantaged, including the youth and elderly population and ability to communicate with individuals of varying social, educational, and economic backgroundsThorough knowledge of community initiatives that relate to AMHA's Resident Services effortsAbility to exercise initiative, use sound judgment in analyzing situations, and make decisions in a timely mannerAbility to present information, both orally and through writing, effectively and in a clear, concise, and convincing mannerAbility to prepare clear, concise, and accurate reports, correspondence, instructions, and other written materialsAbility to exercise tact and diplomacy in dealing with sensitive, complex, and confidential issues and situationsAbility to maintain confidentialityProficient mathematical and statistical skills and ability to understand and interpret data, charts, and graphsAbility to establish and maintain effective working relationships with employees, tenants, officials, and the general publicEducation, Experience and Certifications:Bachelor's degree in social work, sociology, communications, psychology or public administration/affairs, or related field and three to five years' experience in multiple program management and one to three years leading teams, work in subsidized or public housing organizations and/or experience in office management or an equivalent combination of education and experience. Master's degree preferred.
Must possess a valid Ohio driver's license and be insurable under AMHA's policies .Computer Skills:To perform this job successfully, an individual should possess strong computer skills and be proficient in Microsoft Office applications. Familiarity with case management databases is desirable. Must be able to learn other computer software programs as required by assigned initiatives.Physical Requirements
:
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 frequently required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must occasionally transport up to 10 pounds.Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:Office EnvironmentAMHA offers a culture committed to diversity, equity and inclusion; comprehensive compensation and benefits program including, but not limited to: Competitive salary; Participation in the Ohio Public Employees Retirement System; Excellent medical, free dental and vision plans with minimal out of pocket cost; Basic Life insurance; Fourteen paid holidays; Paid vacation, personal and sick plans.
Resident Services ManagerReports to:
Resident Services Senior ManagerDepartment:
Resident Services (RS)FLSA Status:
ExemptMinimum Salary: $62,300 - Salary is based on education, experience, and background.General Purpose:The primary purpose of this position is to lead the training, development, planning and implementation of resident support programs that best meet the needs of residents through AMHA's HUD funded legacy programs. This position will have direct oversight of resident councils/boards, including supervision and training of staff and residents on resident support services and programs. The Resident Services Manager serves as the Resident Services liaison and the primary point of contact for Lead Property Management and other AMHA housing programs and support departments. This role includes overall RS office management and departmental budgetary preparation and oversight. Leadership in this position includes supervision and management of staff that provide direct service to residents and supervision of administrative and secretarial staff to support daily office management.Essential Duties and Responsibilities
:The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.Oversees and directs AMHA's Resident Services legacy programs focused on direct HUD initiatives, including programming resulting from the use of Tenant Participation Funds (TPF) and required contracts for program implementation.Implements and enforces short and long-term department and program processes, procedures, objectives, goals, and plans.Supervises staff including: hiring, assignment, training, evaluating, and disciplining of employees. Delegate's authority and responsibility to staff as necessary to administer legacy, new programs, mediation and prevention services, office management and broad programmatic activities within the Resident Services Department.Sets clear expectations and goals, provides timely feedback and coaches staff on a regular basis.Serves as a department liaison between internal AMHA administrative departments and housing programs, specifically serving as a connection between property management, lead property management, service coordinators and administration.Assists Senior Manager with Adult Protective Services cases.Continuously improves processes, procedures and policies to ensure the most efficient operations within the department.Keeps updated on pertinent legislation, regulations, and developments which could affect department and program operations, and disseminates information to appropriate personnel.In collaboration with direct reports and the use of data, develops and executes a plan of programs and strategies to enhance services among AMHA residents.Communicates with staff regarding new referrals, programs, community involvement and other program initiatives.Supervises the creation and continued progress of resident councils and the AMHA Community Action Network (A-CAN).Supports elderly/disabled programs and initiatives.Assists department staff with the development of grant applications for federal, state, and local funds.Oversees and monitors RS department program budgets and finances including grant funding and departmental purchasing cards.Utilizes volunteer resources, management and communication skills, and the ability to negotiate, collaborate, and foster inclusiveness among a wide range of people of diverse backgrounds.Develops and enriches community partnerships and relationships to enhance services to the clients of the AMHA and aligns with AMHA's Strategic Plan and oversees partnership contracts.Represents AMHA and participates or recommends participation on boards and committees whose purpose directly or indirectly enhances the quality of life of AMHA clients.Attends trainings relative to interpersonal mediation and Ohio eviction mediation services and provides direct oversight to this initiative stemming from tenant to tenant mediation requests from the resident services Request for Services form.Assists Senior Manager is responding to inquiries, requests and complaints in a timely manner.Stays informed of best practices for eviction preventions and employs those tools within direct oversight of professional staff in direct service.Provides staff training on best practices relative to mediation and eviction prevention.The incumbent will work directly with AMHA's legal department on matters that require oversight.Assists Senior Manager with all programmatic and operational objectives, systems and services.Represents AMHA in a professional manner at various community functions, annual meetings, inter-agency workshops, etc. and ensures that AMHA's efforts are recognized in the community and that AMHA has a voice on issues important to AMHA and its residents. Networks between agencies that benefit AMHA.Performs other duties as assigned.Behavioral Competencies: This position requires incumbents to exhibit the following behavioral skills:Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition.Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors and measures the needs of both internal and external customers; talks and acts with customers in mind. Recognizes working colleagues as customers.Teamwork: Willingly shares responsibility for work with co-workers, strives to accomplish team goals and objectives. Demonstrates flexibility in balancing job responsibilities and the ability to deal with change. Open to new ideas and approaches.Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing. Demonstrates attention to, and conveys understanding of, the comments and questions of others; listens effectively.Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; does fair share of work.Dependability/Work Habits: Understands the importance of timeliness and accuracy in the workplace. Maintains a satisfactory attendance record and is consistently punctual. Responds to management direction; follows instructions and completes tasks on time or notifies appropriate person with an alternate plan.Interpersonal: Builds positive and productive relationships with others. Maintains confidentiality and trust.Leadership: Provides direction by clearly and effectively setting course of action for department and subordinates; manages performance by providing regular feedback and reinforcement to subordinates. Problem Solving: Assists in finding solutions concerning problems relating to job.Cost Conscious/Fiscal Responsibility: Awareness of the cost of products and services without expending more resources than necessary.Staff Development: Acts as an effective coach of employees, providing guidance and positive reinforcement when appropriate. Recognizes the importance of employee performance feedback and effectively uses the performance management system to promote employee's growth and development. Ensures staff accountability.Project Management/Resource Management - Understands the process of planning, organizing, and controlling resources within a project to achieve specific goals. Completes projects in the time prescribed or makes appropriate provisions if cannot complete project in a timely manner. Uses AMHA resources efficiently and completes assigned projects within budget or obtains approval if project will exceed budget.Job Competencies:Knowledge of AMHA's policies, procedures, goals, objectives, operational entities, requirements, and activities Understands strategic issues facing the AMHA and the specific impact of the strategic plan goals on the departmental level.Knowledge of Department of Housing and Urban Development (HUD) housing programs including property management.Thorough knowledge of funding priorities and collaborative efforts in the community and demonstrated ability to work with foundations and individual donors and businesses to align AMHA/BFT efforts with their priorities.Knowledge of developing and implementing fundraising plan including a diverse set of strategies as it relates to annual appeals, capital campaigns, grant writing etc.Knowledge of the needs and attitudes of the physically, socially, and economically disadvantaged, including the youth and elderly population and ability to communicate with individuals of varying social, educational, and economic backgroundsThorough knowledge of community initiatives that relate to AMHA's Resident Services effortsAbility to exercise initiative, use sound judgment in analyzing situations, and make decisions in a timely mannerAbility to present information, both orally and through writing, effectively and in a clear, concise, and convincing mannerAbility to prepare clear, concise, and accurate reports, correspondence, instructions, and other written materialsAbility to exercise tact and diplomacy in dealing with sensitive, complex, and confidential issues and situationsAbility to maintain confidentialityProficient mathematical and statistical skills and ability to understand and interpret data, charts, and graphsAbility to establish and maintain effective working relationships with employees, tenants, officials, and the general publicEducation, Experience and Certifications:Bachelor's degree in social work, sociology, communications, psychology or public administration/affairs, or related field and three to five years' experience in multiple program management and one to three years leading teams, work in subsidized or public housing organizations and/or experience in office management or an equivalent combination of education and experience. Master's degree preferred.
Must possess a valid Ohio driver's license and be insurable under AMHA's policies .Computer Skills:To perform this job successfully, an individual should possess strong computer skills and be proficient in Microsoft Office applications. Familiarity with case management databases is desirable. Must be able to learn other computer software programs as required by assigned initiatives.Physical Requirements
:
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 frequently required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must occasionally transport up to 10 pounds.Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:Office EnvironmentAMHA offers a culture committed to diversity, equity and inclusion; comprehensive compensation and benefits program including, but not limited to: Competitive salary; Participation in the Ohio Public Employees Retirement System; Excellent medical, free dental and vision plans with minimal out of pocket cost; Basic Life insurance; Fourteen paid holidays; Paid vacation, personal and sick plans.