Housing Services Manager

Tenderloin Housing Clinic•San Francisco, CA

5d•Hybrid

About The Position

The Housing Services Manager will be responsible for overseeing the daily activities of staff, developing and improving operational systems, and managing programs related to THC’s Modified Payment Program and Master Lease Program. This role involves leadership, administration, operations management, and ensuring excellent client services and fiscal soundness. The position requires a strong understanding of housing retention, policy compliance, and effective collaboration with internal teams and external partners.

Requirements

BA/BS degree in Social Work or related field required.
Minimum of 2 years of experience in program management and administration.
Minimum of 2 years of experience training and supervising staff.
Thorough working knowledge of Microsoft Office Suite.
Ability to produce and analyze reports, and write business correspondence.
Ability to effectively present information and respond to questions from groups of managers, employees, clients, and the general public.
Ability to read, understand, apply language, and make independent decisions based on policies, governmental regulations, technical procedures, and contracts.
Demonstrated analytical, critical thinking, and problem-solving skills.
Conflict resolution experience.
Demonstrated customer service skills.
Proactive self-starter with the ability to take initiative, develop action steps/goals, and follow through on action steps to goal completion.
Ability to manage multiple projects with limited guidance in a fast-paced environment and meet strict deadlines with excellent attention to detail.
Experience working effectively with diverse, low-income, homeless and/or formerly homeless population.
Experience working within databases, and have excellent data entry skills.
Knowledge of San Francisco landlord-tenant law and terms of tenancy.
Experience working with clients with mental health and substance use issues.
Ability to perform basic math calculations with minimal mistakes.
Ability to understand rent pro-ration.
Understanding of a Harm Reduction model.
Must read, communicate orally, and write in English.
Must pass all post-contingency offer background checks, reference checks, and TB screening clearances.
Demonstrates passion, commitment, and behavior consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
Demonstrates leadership qualities such as maintaining vision, expectations, and energy for positive improvement and results.
Desires and has the ability to empower direct reports to achieve the agency’s goals and carry out the Mission and Core Values of THC.
Adapts well to change, and remains professional, respectful, and composed at all times.
Must be mature, honest, dependable, and accountable.
Establishes and maintains effective and appropriate relationships and boundaries.
Communicates with clients, co-workers, and external parties in a manner that fosters respect and trust.
Exercises good judgment in using and/or keeping information regarding clients, employees, and THC confidential.
Works well independently, collaboratively, and as a team member.
Follows instructions completely and asks for help and/or guidance from supervisors when needed.
Good time management skills and is punctual to work, THC meetings, and events.
Refrains from actions that may result in conflict or may be determined as aggressive, threatening, or violent.
Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.

Nice To Haves

MA/MS degree in Social Work or related field strongly preferred.
Experience working in non-profit or public sector strongly preferred.
Knowledge of San Francisco resources strongly preferred.
Bilingual skills preferred.

Responsibilities

Hire, train, direct, supervise, develop, evaluate, and performance manage the daily activities of staff.
Conduct regularly scheduled meetings, supervisions, and trainings to motivate staff, promote team building, and develop professional skills.
Ensure staff are aware of and correctly implement all safety rules, regulations, policies, and procedures.
Hold staff accountable for high levels of performance, teamwork, and quality customer service.
Provide leadership, vision, and project direction.
Participate in the leadership activities of the department’s management team.
Develop systems and procedures to improve operations and services, foster program development, and support program objectives.
Partner and coordinate within the department and with other THC departments to meet objectives.
Attend, participate in, and facilitate all meetings, as requested.
Evaluate existing policies and systems related to THC’s Modified Payment Program and Master Lease Program, and make recommendations for improvement.
Develop, improve, and manage the operations and services of the Housing Services Department.
Prepare for and participate in audits of the Modified Payment Program.
Assist with the tracking and reporting of information as required by the Human Services Agency and other contract monitors.
Respond to assigned grievances in a timely manner with a focus on decreasing homelessness.
Collaborate with the Rental Accounts Manager to oversee the administration of all subsidy programs.
Monitor staff adherence to THC’s protocols for check security.
Report and track all vacancies, monitor the referral process, and ensure the accuracy of the referrals database.
Manage the waitlists for the step-up buildings, the Galvin Apartments, and the women’s floor.
Oversee the Reasonable Accommodation (RA) request process and corresponding waitlist, and oversee the agency’s grievance submission process.
Ensure the enforcement of all Payment Plans and Pay and Stay Stipulation Agreements.
Oversee the delivery and return of CAAP benefits and SSI/SSA benefits.
Update the rental database in a timely manner with all pertinent notes.
Supervise staff’s work with other THC departments and agency partners.
Coordinate and manage Quick Check, Check Day, and the Rental Payment Period process.
Maintain good working relationships with managers and landlords of non-THC operated buildings.
Coordinate and participate in regularly scheduled meetings to review clients’ rental accounts.
Maintain confidentiality of tenant/client records and concerns.