Community Manager for Permanent Supportive Housing

POSITION SUMMARY  

Under the direction of the Property Supervisor, the Community Manager for Permanent Supportive Housing Communities must develop a high level of property management services performance standards to ensure that there is a difference between property management focused on assets vs person-centered property management focused on customer service and resident retention.

The Community Manager must be flexible and accepting of behaviors associated with persons struggling with behavioral/mental health challenges and willing to support housing retention initiatives.

The Community Manager must relate well to people, must exercise good judgment and discretion in dealing with residents, visitors, vendors, and staff.  The Community Manager is required to provide leadership in developing a community and in directing the staff.  The Community Manager is expected to facilitate a staff that functions as a team and is cooperative with each other, the residents, Resident Services and Social Service Agencies.

The Community Manager will collaborate with Resident Services and/or third-party service agencies to ensure effective partnerships regarding the social service needs of residents, including participation in relevant property management/resident services meetings.  The Community Manager must provide competent conflict resolution and have practical de-escalation skills.

The Community Manager directly supervises one or more employees in accordance with Eden Housing's policies and applicable laws.     

Community Managers who live on-site will be responsible for performing all the duties and responsibilities listed in the attached Night Manager job description that includes responding to all after-hours emergencies or building problems that arise.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Physical Asset and Maintenance/Janitorial Management

• Supervises maintenance and janitorial staff, including any contract or temporary personnel working at the property.
• Conduct site inspections and property walks to maintain property curb appeal
• Conduct unit inspections
• Create/Update preventative maintenance work orders
• Reviews completed and outstanding work orders

Marketing and Leasing

• Maintains full occupancy.
• Manage the waiting list
• Conduct potential move-in interviews
• Manage the move-in process
• Obtains appropriate documentation and completes certifications.
• Walks a vacant apartment when completed by maintenance personnel or vendors to ensure they are clean and ready to show.
• Walks entire property daily to be sure the common areas, landscaping, laundry, etc. are in good condition.
• Supervises move-in and move-out procedures.
• Conducts marketing and public relations tours during office hours or by appointment, as appropriate.
• Prepares weekly Vacancy Reports, monthly Budget Variance Reports, Management Overview Reports, and ensures resident lists are accurate and up to date at all times.

Resident Management

• Create a positive tenant environment
• Address and mitigate resident concerns and/or issues
• Maintains congenial relationships with all residents, is understanding of and sensitive to cultural background, economic status, those with special needs, and adheres to Fair Housing, Equal Employment and Equal Housing Opportunity requirements.
• Develops a sense of community among property residents by maintaining good resident-to-resident relationships, staff-to resident relationships, staff-to-staff relationships, and nurturing positive interactions and activities at the property.
• Ensures all site staff responds to all resident requests or complaints in a timely, efficient, and courteous manner.
• Develops and provides support to resident organizations, as needed, and as requested by resident organization.
• Represents the property to local social service agencies and funding sources, as requested by the Property Supervisor.

Financial Reporting and Control

• Create property annual budget
• Supervises the collection of rents
• Perform financial administrative duties
• Manage cash flow

Regulatory Requirements/Compliance

• Supervises or completes all resident files at move-in and at each recertification accurately and completely.
• Supervises or completes timely and accurate income recertification of all residents within established regulatory guidelines.
• Processes and maintains all resident documents and forms including leases, income certifications and recertifications, etc.

Ensures compliance with regulatory and/or financial partner requirements, and requests for information to include but not limited to the preparation and submission of reports in an accurate and timely manner. 

Ensures the housing program (services and activities provided by the property) is maintained as directed by governing documents, the Board of Directors, Eden Housing, and/or the regulatory agency.

Complies with and ensures compliance with all fair housing and state tenant/landlord laws.

Administration

• Manages the day-to-day administration of the property office, including answering telephones during normal business hours; interacting with residents in a courteous and professional manner; sorting, distributing, opening and answering mail daily; coding invoices daily; and handling resident inquiries and concerns.  Ensures the office is clean and well organized, and that it and the staff are presentable to the public. 

Personnel Management

• Motivate, reward, and recognize staff
• Conduct staff meetings
• Promote staff self-development
• Hire and onboard new staff
• Perform annual reviews
• Executive staff corrective action when needed

Other Community Management Tasks

• Provides direct assistance and direction during after-hours emergencies, as needed.
• Schedules and supervises fire alarm inspections where appropriate and ensures accompanying paperwork is completed.
• Conducts monthly staff meetings wherein safety is a standing item of information and discussion.
• Performs other activities or tasks not outlined above as assigned by Property Supervisor to ensure the viable operation of the property.

SUPERVISORY RESPONSIBILITIES

Directly supervises one or more employees in accordance with the organization's policies and applicable laws.  Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems, under the supervision of the Property Supervisor.

OTHER CRITERIA:  A minimum of 30% of the units at the community must be designated permanent supportive housing.

Other duties as assigned.

EDUCATION and/or EXPERIENCE

• High school graduate or GED; Bachelor's Degree (BA) from a four-year college or university a plus.
• or one year experience in affordable housing management preferably with special needs including persons transitioning from or at risk of homelessness and those struggling with behavioral/mental health challenges.
• or one year managing people, projects, materials, and information; or equivalent combination of education and experience. 

PREFERRED SKILLS and/or ABILITIES

• Ability to work closely with Resident Services/Social Service Agencies to foster strong cross-departmental site teams.
• Self-starter/get the job done, collaborative, enthusiastic.
• Positive attitude, good sense of humor, energetic, assertive, and capable role model for subordinates.
• Demonstrated integrity on a professional level.
• Excellent communication, customer service and critical thinking skills. Strong attention to detail.
• Knowledge of Word and Excel.  Yardi software knowledge a plus.
• Ability to handle a large number of projects at once and shifting priorities in a fast-paced environment.
• Second language skill a plus.

CERTIFICATES, LICENSES, REGISTRATIONS 

• ARM certification preferred.

LANGUAGE, MATH & REASONING SKILLS

Ability to read and comprehend written instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one situations to customers, clients, and other employees of the organization. Ability to read and interpret documents such as safety rules, operating maintenance instructions, and procedure manuals and to write routine reports and correspondence. Ability to speak effectively before groups of residents or staff of the organization.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other staff of the organization. Willingness to learn to prepare annual budgets. Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to interpret a variety of instructions furnished in written, oral or schedule form. 

PHYSICAL/SENSORY/COGNITIVE DEMANDS

The physical/sensory/cognitive demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical:

• Approximately 40 percent of the job is done sitting, 30 percent standing and 30 percent walking.  Frequently walks, stoops, bends, squats (to retrieve files or pick up debris), climbs stairs, walks on uneven ground, lifts items less than 15 pounds, and reaches at, below, or above shoulder level.  Frequent face-to-face interactions with residents/staff/visitors and must speak clearly and articulate with extreme accuracy to give directions, talk on the phone, etc.
• Occasionally may lift items 16-50 pounds, push items 20 pounds, climb ladders, kneel, twist, or grasp/pull/carry/push equipment such as janitorial carts, vacuums, brooms, or mops.  Must occasionally withstand heights up to the number of stories in the building.  The Community Manager must be able to independently get to all areas of the property.

Vision:

• Must be able to proofread documents, read policies and procedures, contracts, forms, hand-written information and other information.

Hearing:

• Must be able to receive verbal information/instructions over the phone and in person.  Must be able to distinguish the sounds made by emergency equipment from other environmental sounds.

Smell:

• Must be sufficient to detect foreign/unpleasant odors while walking through buildings, such as a natural gas leak.

Concentration:

• Must be able to concentrate despite constant interruption.

Attention span:

• Must be able to attend to tasks for more than 60 minutes at a time.

Conceptualization:

• Must be able to remember verbal/written information for unlimited periods of time.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB DESCRIPTION REVISION

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job.  While this job description is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks are performed when circumstances change.  This job description replaces all previous descriptions for this position.