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Associate Director of Resident Services (Hybrid)

Company: Community HousingWorks
Location: San Diego
Posted on: January 26, 2023

Job Description:

Under the general direction of the Director of Achieve, the Associate Director of Resident Services is responsible for ensuring compliance with all regulatory, lender, and contractual agreements, related to delivering high quality services across the CHW portfolio.This position will manage a team of dedicated and experienced Resident Services staff and oversee all programmatic-related compliance efforts portfolio wide. The scope includes local, state and federal regulations as well as requirements from CHW's grants sources. Oversees compliance documents, compliance training and education, monitoring and auditing to identify and reduce compliance violations. Responsible for providing effective leadership, coaching and development for CHW Resident Services staff.

Essential Duties and Responsibilities:

Leadership and Management

  • Ensuring portfolio wide operations of resident services, quality assurance, grants monitoring, new constructions (and rehab projects), community budgets
  • Supervises the on-site staff at select apartment communities. and monitors effectiveness of strategies for the onboarding, training, orientation, training, tracking, and retention of volunteers and in-kind partner organizations.
  • Supports the Director of Achieve with the planning, development, and implementation of resident services programs at new and existing rental communities.
  • Works collaboratively with Asset Management, property management, and Housing and Real Estate Development (HRED) to assure achievement of shared project-specific goals across the life-span of an apartment community, and clear communication with partners.
  • Implements new and existing programs based on the needs of the community, funding and best practice programs identified by current strategies.
  • Management of internal assigned staff including performance reviews, coaching, development and corrective action steps.
  • Oversees volunteer and partnership policies, procedures, screenings, orientation, and training on an annual basis or as needed by evaluating volunteer and partner experiences.
  • Plan and execute strategies to enhance and expand programs portfolio wide.
  • Oversee quality assurance in referral efforts for staff, partners, and contracts.
  • Supervises the on-time completion of administrative duties such as timesheets, CCERs, data entry, reporting, and other administrative duties as assigned.
    Regulatory Requirements and Compliance
    • Ensuring portfolio-wide resident service regulatory requirements compliance through contracted service provider partners, CHW Resident Services staff, in-kind service provider partners, and volunteers.
    • Implement policy and procedures manuals in collaboration with the Director of Achieve, Assoc. Director of Programs, Program Managers.
    • Ensuring all programs meet regulatory/monitoring requirements, measures Achieve outcomes and success for CHW Strategic Plan, and complies with funding contracts in coordination with Associate Director of Programs
    • Responsible for development and implementing quality assurance policies and procedures portfolio wide.
    • Ensure requirements are met for third-party service provider requirements, including tracking, record keeping, and reporting.
    • Evaluate program effectiveness annually; ensure compliance in regulatory requirements, goals and expectations
    • Design, implement and analyze needs assessments and surveys to gauge resident needs and interest in specific programs and services.
    • Design, implement and analyze resident measurable outcomes (success indicators), in coordination with Director of Achieve, portfolio wide.
    • Ensures completion of monthly and quarterly summary reports for the assigned communities, including tracking, reviewing, and analyzing data.
      Resident Engagement
      • Develops and maintains community relations portfolio wide to enhance and enrich the resident services programs.
      • Leads effort to build resident-engaged communities using the Asset Based Community Development (ABCD) approach
      • Supervises the Community Organizer and monitors effectiveness (i.e., measurable outcomes) of community leadership trainings (e.g., Resident Leadership Academy) to encourage volunteerism, peer-to-peer support, and frequent resident engagement in hopeful action for their best future.
      • Conducts annual resident needs assessment to help understand what success looks like for residents and determine how we may increase impact
        Knowledge, Skills, Abilities and Education:
        • Proven ability to manage programs and relationships effectively within a multi-partner environment.
        • Excellent communication skills, verbal and written; (strong public speaking skills preferred).
        • Knowledge in databases/data collection systems and experience with statistical analysis.
        • Work cross functionally in a large organization, with a strong understanding of the process of diplomacy within a large environment.
        • Maintain confidential information, facilitate data and budget management, and communicate effectively to all levels of the organization
        • Bilingual in English and Spanish desirable.
        • Minimum of Bachelor's degree in social science, health, education, economics, psychology, human development, or related fields. MA preferred.
        • Must have three to six years of work experience in program supervision in either a social service, education, afterschool, community development programs, or a related field.
        • Experience in multi-site housing environments desirable
        • Experience in effectively supervising personnel and subcontractors at multiple worksites
        • Experience replicating and scaling an existing program across multiple locations;
        • Experience working with diverse and low-income populations in order to best connect with CHW staff and community.
        • Experience in the development of policies, procedures, and training materials and the capability to deliver training to diverse groups
          CHW is a flexible workplace, providing our staff the balance of in-office collaboration time with peers with working from home. We are maximizing the connect and collaboration time with a set day in the office for our positions that work a hybrid schedule. This supports our business needs and our staff work/life balance.


          It may vary based on skills, experience and qualifications

          Minimum - $75,125.19 Midpoint - $93,906.49 Maximum - $112,687.79

          CHW offer employees generous benefits, including:
          • Medical, Dental and Vision Plan
          • 401(K) with company matching contributions
          • Life Insurance, Short- and Long-Term Disability
          • FSA (Flexible Spending Account)
          • Responsible Time Off (RTO)
          • 12 Paid holidays
          • Hybrid Workplace
          • Wellness and Work Life Balance
          • Opportunities for Professional Development
          • EAP (Employee Assistance Program)
          • Free Gym Access
          • Paid Time Volunteer Opportunity
          • Company-Wide Events
          • Diversity, Equity and Inclusion
            At CHW, we value diversity, equity and inclusion creating a work environment that respects and includes differences, recognizing the unique contributions that each individual can make that can maximize the potential of all staff. CHW encourages belonging through expressions, thought and innovation.

            Additional Benefits:

            In addition to those benefits outlined above, CHW employees have access to a variety of other benefits to customize a benefit package that meets their individual needs. Examples of these benefits include Identify Theft Protection, Hospital Indemnity, Accident or Critical Illness Insurance, and ID Legal Shield Services Plan.

Keywords: Community HousingWorks, San Diego , Associate Director of Resident Services (Hybrid), Executive , San Diego, California

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