Housing Manager

Friends For Life Corporation•Memphis, TN

21h•Hybrid

About The Position

The Housing Manager oversees all housing-related operations at Friends For All Corporation, including landlord contracts, leases, and rent payments for TBRA, Master Leasing, and TBRA HOME programs. They directly supervise Housing Specialists to ensure effective service delivery. The role also includes managing the STRMU (Short-Term Rent, Mortgage, and Utility assistance) program. Key responsibilities involve evaluating applicant eligibility, approving or denying cases, and ensuring compliance with program requirements.

Requirements

Two years of full-time professional case management in a public service agency.
Good strategic/critical thinker, self-starter, goal-oriented.
Excellent verbal and written communications.
Ability to operate with purpose, urgency and accuracy in a fast-paced, deadline-driven environment -- with particular attention to detail and organization.
Ability to work with a diverse client population.
Strong relationship-builder both with team and clients (internal and external).
Ability to follow verbal and written instructions.
Computer skills: ability to efficiently navigate the Internet and input data into applicable systems; familiarity with MS Office 365, especially Outlook and SharePoint, Adobe, TEAMs, and Zoom.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Maintain confidential information and adhere to all Friends For All policies and procedures regarding sharing of financial information and Protected Health Information (PHI).
Must have a valid State Driver’s License, provide proof of automobile insurance coverage to employer at all times and have an automobile to be used daily.

Nice To Haves

Bachelor level degree in a health or human services related discipline preferred, not required.
Experience working with persons with HIV/AIDS preferred.

Responsibilities

Oversee day-to-day operations of the TBRA, Master Leasing, TBRA HOME, and the STRMU Housing programs.
Ensure execution and compliance of all housing contracts between tenants and landlords.
Monitor expenditures and manage Housing program budgets in coordination with the Director of Housing.
Calculate and verify rent and subsidy amounts in accordance with grant standards.
Maintain a personal caseload of no more than 20% of total Housing clients and up to 25% of Short-Term Housing clients.
Monitor tenant rent payments and maintain documentation of landlord property ownership.
Review housing program contracts periodically for compliance.
Determine program and financial eligibility for housing programs.
Issue vouchers and Rental Unit Approvals (RUAs) per HOPWA guidelines.
Facilitate re-certifications and manage recertifications for assigned tenants.
Respond to client inquiries, complaints, and provide program updates.
Ensure staff are equipped and delegated to provide accurate, timely information to walk-in clients regarding Property Management, and the STRMU programs.
Refer clients to appropriate internal and external supportive services.
Directly supervise Housing Specialists, Property Management staff, and Lead roles to ensure all program requirements are met.
Select, train, and manage support team as applicable.
Work with HR on recruiting, onboarding, performance management, development, employee relations, and off-boarding.
Participate in required Manager Training and weekly coaching sessions with supervisor.
Maintain professional relationships and uphold confidentiality.
Train and manage staff on Housing Process flows, including client/landlord orientation, referral processes, and application reviews.
Conduct ongoing staff trainings to ensure adherence to current grant cycle requirements, SOPs, and customer service standards.
Implement weekly coaching sessions and professional development plans; provide signed written staffing sheets weekly.
Assign and track Property Management and STRMU referrals and applications.
Review and sign approval/denial letters and staff all cases within 2 days of application receipt.
Maintain and regularly update Standard Operating Procedures (SOPs) for Supportive Housing programs.
Maintain tracking systems for units, inspections, recertifications, subsidies, and maintenance.
Ensure program budget and grant scope of services are monitored, executed, and compliant with expenditure and program goals.
Submit and track inspection requests; ensure timely communication with inspectors and landlords and coordinate repairs as needed.
Oversee and perform (or delegate) HQS inspections, including in Arkansas and Mississippi service areas, in accordance with protocol.
Complete routine quality audits to ensure timely and accurate data entry across all databases.
Coordinate with internal and external audit teams to ensure compliance and support smooth audit processes.
Analyze and resolve challenges affecting client care and staff productivity; develop and implement improvement strategies.
Ensure all staff adhere to company policy, safety protocols, infection control practices, and ethical standards.
Ensure adherence to customer service policies and procedures to ensure a consistent and high-quality experience for patients, clients, and stakeholders.
Submit monthly and quarterly reports by the 5th day of each respective period.
Submit annual reports by the 15th day of the month following the end of the program year.
Provide direct courteous, professional and timely assistance to staff, clients and community partners via phone, email, chat or in person.
Exhibit excellent verbal and written communication skills tailored to diverse customer needs.
Demonstrate empathy and patience when interacting with customers to foster trust and loyalty.
Use critical thinking and creativity to find effective solutions to data management issues.
Collaborate closely with other departments to address client data requirements and reporting needs effectively.
Assist in training new team members and sharing best practices for your assigned programs and other assigned data systems.
Meet or exceed the Friends Way approach to customer service for both internal and external encounters.
Proactively identify areas for improvement in process and workflows and suggest solutions when necessary.

Benefits

12 accrued vacation days per year
12 accrued sick days per year
14 paid holidays, including Your Birthday!
Flex Schedule may be available based on position after introductory period
Employer-sponsored health, dental, and vision insurance with two PPO medical and Dental plans.
401k program with up to 3% employer match starting immediately
Employer-paid basic life insurance valued at $50,000
Employer-paid Short-term disability
Voluntary Life and AD&D, Long-term disability
Flexible Spending Accounts for healthcare and dependent care
Student Loan Forgiveness Programs
Employee Assistance Program with in person counseling options