Program Manager, Resident Services

Just A Start • Cambridge, MA

36d • $85,000 - $90,000 • Onsite

About The Position

The Program Manager, Resident Services is a key member of Just A Start’s Housing Services team, and is responsible for the oversight of resident services programming at Just A Start affordable housing properties, serving residents within our portfolio. As a key liaison between residents and property managers, this role will advocate effectively for resident needs, with a customer-service orientation, while building strong and productive relationships with our property management partners. The Program Manager reports to Just A Start’s Director of Housing, and supervises two Resident Services Coordinators as well as occasional part time support staff. This role is also responsible for some direct resident service delivery.

Requirements

• Bachelor's Degree in Social Work, human services, or related field (Masters Degree preferred).
• 5-7 years professional experience in human services, social work, or a related field.
• 3 years experience in program management and staff supervision.
• Demonstrated experience working collaboratively with low-income families.
• 3-5 years relevant work experience with affordable housing populations.
• Proficient in Google Workspace and Microsoft Office Suite.
• Ability to learn and use Salesforce.
• Cultural competency; adept at working with diverse participants.
• Effective communicator who is able to engage a wide range of stakeholders effectively.
• Proven ability to manage a team and supervise staff effectively.
• Excellent problem-solving, organizational, and interpersonal abilities.
• Ability to maintain accurate client files and impeccable documentation.
• Excellent written and oral communication skills.
• Strong organizational, detail oriented, and time management skills.

Nice To Haves

• Bi-lingual in Spanish, Bengali, Amharic, Cantonese/Mandarin or Hindi, preferred.

Responsibilities

• Oversee the implementation of programming in core resident service areas, such as housing stabilization, community events, and economic empowerment.
• Collaborate effectively with property management staff on a wide variety of issues related to resident services, supporting effective service delivery to residents.
• Support property management staff in new resident orientation, and ensure a smooth move-in and initial occupancy.
• Meet individually with residents as part of direct service delivery to make assessments and appropriate referrals, including accessing state and federal benefits, financial coaching, and other issues that impact the resident’s quality of life.
• Assist in the development of community programs to expand program offerings that meet identified resident needs.
• Use program data and regular reporting in Salesforce as a tool for service delivery, program supervision and quality improvement.
• Supervise and support 2 Resident Services Coordinators, ensuring high quality and resident-centered activities.
• Develop and maintain networks and partnerships with service providers, community organizations, businesses and educational institutions.
• Contribute to a positive and effective teamwork environment with resident service coordinators.
• Work with the Director of Learning and Evaluation to assess quality of services and resident satisfaction with programming.
• Attend Resident Advisory Board meetings, staff meetings, training events and other meetings and conferences as required.
• 65% – Oversee and manage resident services delivery across two Just A Start affordable housing portfolios, including program planning, coordination, supervision, and partnership with Property Management.
• 35% – Provide direct resident services and relationship-building support, including resident engagement, needs assessment, referrals, and follow-up.

Benefits

• medical
• dental
• Paid Time Off
• Volunteer Time Off
• 13 paid holidays
• 401(k) retirement plan with a 3% employer contribution
• "Find Your Joy Fridays" benefit that allows full-time employees to leave work at 2:00 pm on Fridays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager