TO APPLY: Send resume and cover letter to Bob Crego bcrego@homemattershere.org
SUMMARY OF JOB: The Resident Services Manager is responsible for overseeing the planning and delivery of service coordination and community engagement programming for WWHT tenants.
The Resident Services Manager and their team will identify critical health and housing resources and assist residents in accessing them. This position will provide supervision and support for the SASH Coordinator, Housing Services Coordinator and Community Building and Engagement Coordinator (Collectively the “Service Team”), and will work in close collaboration with property management staff as well as partnering agencies to help support successful, long-term housing retention throughout the WWHT portfolio.
REPORTS TO: Director of Asset and Property Management
SUPPORTIVE SERVICE PROGRAMMING AT WWHT: WWHT self-manages 395 multi-family rental units and 40 mobile home park lots. Approximately 25% of our residents are engaged in supportive services such as life skills training, mental health counseling, addiction supports, parenting support, job training, etc. We also oversee a Support and Services at Home (SASH) program for seniors in the Windsor Vermont area and provide permanent supportive housing for the chronically homeless at two sites in Brattleboro (the Chalet and Great River Terrace) in partnership with the Groundworks Collaborative, which is responsible for direct service provision. We also have a partnership with SEVCA to provide case management for some of residents who need more in-depth support.
PRIMARY RESPONSIBILITIES:
• Provides oversight, coaching, and supervision for the Services Team; builds a positive, supportive working environment. Establishes clear performance expectations for the Service Team; performs annual reviews and evaluations.
• Develops training programming and provides support to Housing Services Coordinator and to property management staff related to individual cases, local resources and other service-related items.
• Identifies, cultivates, and maintains relationships with service partners such as HCRS, Winston Prouty Family Center, Women’s Freedom Center, Pathways, SEVCA, etc., develops, reviews and manages Memorandums of Understanding with service partners
• With the assistance of the Service Team, evaluates services provided to residents by service partners and contracted agencies in order to measure progress of residents in achieving greater housing stability and independence and to ensure agency compliance with MOUs.
• In collaboration with Property Management, convenes regular check in meetings with partnering service providers at permanent supportive housing projects (the Chalet and Great River Terrace) to ensure lease enforcement and compliance, and to help maintain and support resident’s housing stability.
• Oversees community engagement staff and supports the development and implementation of community engagement programming.
• Develops and collects print and digital materials for staff to educate tenants about the importance health and housing supports, and the availability of services in the community;
• Works with the Housing Services Coordinator to periodically conduct meetings and information sessions in person and remotely regarding supportive programming and events in the community
• Identifies, develops and submits grant applications related to supportive services to support on-going programming and new initiatives
DESIRED ABILITIES:
• Excellent communication, interpersonal, empathy, confidentiality, conflict resolution, and relational skills
• Strong coaching, mentoring, and organizational skills and ability to handle sensitive situations with discretion
• Expert knowledge of social programs, particularly those related to homeless populations and housing programs
• Expert ability to handle high pressure situations in a calm and professional manner
REQUIRED EXPERIENCE AND TRAINING:
• Bachelor’s Degree in social work, sociology, psychology, or related field; Master of Social Work is strongly preferred
• Prior supervisory experience required
• Minimum of 3 years of previous experience working with high-risk populations, and/or coordinating services specifically for the homeless population is preferred
• Thorough knowledge of HIPAA regulations, ability to handle sensitive information in a confidential, professional manner
• Thorough knowledge of area resources and programs available to low-income individuals, including transportation, health services, and housing are strongly preferred
RACE, EQUITY, DIVERSITY AND INCLUSION:
WWHT is committed to integrating the values and practices of diversity, equity, inclusion and racial and social justice into its operations. The Resident Services Manager should have skills and acumen which reflect experience and commitment to approaching and addressing issues through a social justice framework.
PHYSICAL AND MENTAL DEMANDS OF THE POSITION:
This individual must have the physical and mental abilities to perform the essential job duties listed above. However, reasonable accommodation may be extended to help perform those duties. The job entails long periods of sitting at a desk. While performing the essential duties of this job this individual may have to use hands and fingers, walk, stand, reach, or lift up to 10 pounds.
