JOB PURPOSE:

Responsible for overseeing resident services, staff performance, and service quality across all Housing properties. Ensures resident satisfaction, compliance with housing regulations and organizational policies, proper documentation of resident interactions in AASC, and vendor contract compliance. Provides staff coaching, monitors performance, and implements quality improvements to maintain a safe, supportive, and well-managed residential environment.

JOB RESPONSIBILITIES:

• Serve as a primary point of contact for residents across all Housing properties, addressing service-related concerns, assessing individual needs, and connecting residents with appropriate community, healthcare, social service, and supportive resources.
• Oversee resident services and support activities across all Housing properties, ensuring residents' needs and concerns are addressed promptly, services are delivered effectively, and residents comply with applicable housing policies, lease requirements, and program regulations.
• Supervise and monitor resident interactions conducted by Housing personnel, ensuring all communications, service requests, complaints, referrals, and follow-up activities are accurately and timely documented in the AASC system, RealPage, and other required HUD reporting systems, resolved appropriately, and followed through to confirm resident satisfaction.
• Establish and monitor service standards, performance expectations, and quality indicators for Housing personnel, including resident satisfaction, response times, documentation compliance, and resolution of outstanding concerns.
• Provide guidance, coaching, and performance feedback to Housing personnel, promptly addressing service deficiencies, inappropriate resident interactions, or failure to follow established procedures. Coordinate corrective or disciplinary actions with Management and Human Resources, as appropriate.
• Conduct resident outreach, wellness checks, benefits assistance, referrals, and coordination of healthcare, social services, and community resources, ensuring residents receive appropriate support while maintaining confidentiality and compliance with applicable program requirements.
• Coordinate and monitor resident wellness, educational, recreational, and community engagement programs, while maintaining relationships with community organizations, government agencies, healthcare providers, and other service partners.
• Collaborate with property management, maintenance teams, and other Housing personnel to ensure resident concerns, maintenance requests, and service-related issues are addressed within established timeframes, with appropriate documentation and follow-up.
• Conduct regular quality assurance reviews of resident services and resident files, AASC documentation, outstanding complaints, and service outcomes. Identify trends, compliance gaps, and opportunities for improvement, and implement corrective actions as needed.
• Monitor and conduct quality checks of contracted vendors and service providers to verify compliance with contractual obligations, service standards, performance expectations, and applicable regulatory requirements. Document deficiencies, coordinate corrective actions, and escalate unresolved issues to Management.
• Ensure compliance with applicable HUD requirements, housing regulations, organizational policies, and documentation standards. Maintain readiness for regulatory inspections, management reviews, and audits, including identifying missing documentation, incomplete certifications, discrepancies, and potential compliance violations.
• Provide Management with regular reports on resident satisfaction, employee performance, documentation compliance, vendor performance, outstanding concerns, and corrective actions. Perform other related responsibilities as assigned.
• Ensure all resident certifications and recertifications are completed accurately and within required deadlines, including obtaining supporting documentation, verifying income and assets, and maintaining complete resident files.
• Conduct and maintain required Enterprise Income Verification (EIV) reviews, including monthly, quarterly, and annual reports, investigating discrepancies, documenting findings, and ensuring compliance with HUD confidentiality and security requirements.
• Monitor and maintain compliance with applicable Low Income Housing Tax Credit (LIHTC) regulations, including resident income eligibility, certifications, rent restrictions, and required documentation, where applicable.
• Prepare for Management and Occupancy Reviews (MOR), HUD audits, and other regulatory inspections, ensuring required records and documentation are complete and readily available.
• Identify, document, and promptly address compliance deficiencies, ensuring corrective actions are completed within established deadlines.
• Maintain accurate compliance tracking systems for annual recertifications, interim changes, EIV reviews, and other regulatory deadlines.
• Ensure all resident information is handled confidentially and in accordance with HUD privacy, security, and record-retention requirements.

Schedule: Monday to Friday | 8:30AM – 5:30PM

Weekly Hours: 40

QUALIFICATIONS:

Education: Bachelor’s degree in social work, Human Services, Healthcare Administration, Business Administration, Property Management, or a related field preferred. Equivalent years of experience may be considered.

Experience:

• Minimum of two (2) years of experience in housing operations, resident services, property management, social services, or a related field.
• Minimum of two (2) years of supervisory or management experience, including employee performance monitoring, coaching, and corrective action processes preferred.
• Experience in affordable housing, senior housing, HUD-assisted housing, or residential programs serving elderly or vulnerable populations strongly preferred.
• Experience conducting quality assurance reviews, monitoring service delivery, resolving resident complaints, and ensuring compliance with established policies and regulatory requirements.
• Experience overseeing vendor performance, reviewing contractual service requirements, and coordinating corrective actions preferred.
• Experience using resident management systems, including AASC or similar platforms, to maintain documentation and monitor service outcomes preferred.

Language: Russian/Ukrainian, Bengali, or Spanish bilingual.

Physical Requirements & Work Environment

Given the nature of the position, the individual must be able to safely work in areas such as construction zones, machine and boiler rooms, rooms, or closets where access to mechanical, electric, and communication panels are located, water and sewage pumps, elevator access rooms, maintenance and facilities equipment and other items and supplies are stored, HVAC units, any fuel sources, roofs, and ceilings in buildings, etc. In addition, the work environment may be subject to variable work temperatures, environmental elements (ie. snow, rain, sleet, etc.), and other environmental factors unregulated and/or unknown at this time but may be encountered due to the nature of the position.

Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to:

• Standing – Duration of up to 8 hours a day.
• Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods.
• Lifting/Push/Pull – Up to 75 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc.
• Bending/Squatting – Must be able to safely bend or squat to perform the essential functions under the scope of the job for extended periods during the workday.
• Stairs/Steps/Walking/Climbing – Must be able to safely maneuver and work on stairs, ladders, scaffolds, etc. climb up/down and walk to access work areas. Must be able to climb and crawl into spaces and work areas. The position requires the individual to be able to travel and walk between sites/locations and work areas throughout the day.
• Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, tools, switches, dials, etc.)
• Sight/Visual Requirements – Must be able to visually assess and evaluate the physical environment from floor to ceiling during environmental rounds, read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. Required to wear eye protection for some tasks.
• Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, must be able to speak comfortably and clearly with language and motor skills for customers to understand the individual. In addition, must use audio processing to conduct environmental rounds for alarms, bells, etc.
• Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company.

 

We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Salary Range (Min-Max):

$85,000.00 - $95,000.00

 

 

Every application is reviewed by our recruitment team. We do not use AI to make hiring decisions or automatically reject applicants. All employment decisions are based on job-related qualifications and applicable employment laws.