Resident Manager Supervisor

Hillcrest Transitional Housing•Overland Park, KS

5h•Hybrid

About The Position

The Hillcrest Transitional Housing team is committed to moving individuals, youth and families from homelessness to self-sufficiency. Our employees are committed to service and embodying the organization's mission and values in all activities. All resources are leveraged in a manner that is strategic and cost effective to achieve our mission and goals. The Director of Program Administration must be a community advocate for our organization, our residents, and those in need of our services. The Resident Manager Supervisor provides leadership, oversight, coaching, and support to Resident Managers across all Hillcrest campuses. This position serves as the primary point of contact for Resident Managers, ensuring consistency in resident support, policy compliance, emergency response procedures, documentation standards, and campus operations. The Resident Manager Supervisor works closely with program leadership to maintain safe, supportive, and well-managed residential environments while ensuring Resident Managers have the tools, training, and guidance necessary to be successful in their roles. This position is based at the Kansas City, Kansas campus and requires regular travel between all Hillcrest campuses. The Resident Manager Supervisor serves as the primary supervisory resource for Resident Managers and may participate in an on-call rotation to ensure consistent support, decision-making, and emergency response across all Hillcrest campuses.

Requirements

A valid driver’s license and ability to travel within the Kansas City Metro area is required.
Knowledge of working with vulnerable populations.
Minimum of three (3) years of experience in residential services, housing, property management, social services, case management, or a related field.
Ability to complete work in a timely, accurate, confidential and thorough manner.
Effective verbal and written communication skills with superiors, colleagues, and individuals inside and outside the Hillcrest.
Ability to exhibit a professional manner in dealing with others and works to maintain constructive working relationships.
Strong attention to detail and experience balancing ongoing projects with one-time requests.
Comfortable in networking and public speaking.
Familiarity with Windows, Office, Google Drive, Gmail, and HMIS or equivalent industry software.

Nice To Haves

An associate’s degree with coursework in social work, sociology, or psychology is preferred.
Previous supervisory or leadership experience preferred.

Responsibilities

Directly supervise all Resident Managers across Hillcrest campuses.
Conduct regular one-on-one meetings and check-ins with Resident Managers.
Provide coaching, mentoring, guidance, and performance feedback.
Assist with recruiting, interviewing, onboarding, and training new Resident Managers.
Ensure Resident Managers understand and follow Hillcrest policies, procedures, and expectations.
Participate in performance evaluations, disciplinary actions, and corrective action processes as needed.
Maintain regular communication with campus leadership regarding Resident Manager performance, concerns, and successes.
Foster a culture of accountability, professionalism, and resident-centered service.
Serve as the primary resource for Resident Managers regarding resident concerns, emergencies, operational questions, and policy interpretation.
Conduct regular visits to all Hillcrest campuses to ensure consistency in operations and support.
Monitor compliance with safety, security, property, and organizational standards.
Assist with after-hours and emergency situations as necessary.
Coordinate coverage plans when Resident Managers are unavailable due to leave, vacancies, or emergencies.
Ensure incident reports and required documentation are completed accurately and timely.
Collaborate with campus leadership to identify and address operational challenges.
Support Resident Managers in addressing resident concerns, conflicts, behavioral issues, and crisis situations.
Assist with resident accountability and policy enforcement processes when needed.
Promote a safe, respectful, and supportive living environment.
Model professionalism, compassion, and positive resident engagement.
Assist in resolving escalated resident concerns and complaints.
Maintain accurate records related to Resident Manager activities, campus support, and operational concerns.
Provide regular updates and reports to program leadership.
Participate in staff meetings, leadership meetings, trainings, and organizational initiatives.
Ensure timely and consistent communication between campuses and organizational leadership.
Monitor compliance with documentation standards and reporting requirements.
Develop, coordinate, and facilitate ongoing training opportunities for Resident Managers.
Onboard and train all Resident Managers
Monitor compliance with organizational policies, procedures, and best practices.
Identify opportunities to improve residential operations and resident support services.
Support implementation of new systems, policies, and operational initiatives.
Promote consistency across campuses regarding resident management practices and expectations.
Serve as a secondary point of contact for Resident Managers during evenings, weekends, holidays, and other non-business hours as needed.
Provide guidance and support regarding resident concerns, emergencies, facility issues, safety incidents, and policy interpretation.
Assist in determining appropriate responses and escalation procedures for urgent situations.
Coordinate with program leadership, maintenance personnel, community partners, and emergency services when necessary.
Maintain awareness of significant incidents occurring across campuses and ensure proper documentation and follow-up.
Participate in an on-call rotation schedule, as assigned, to provide organizational support outside of normal business hours.
Serve as the designated escalation resource when Resident Managers require supervisory guidance or approval related to resident, facility, or operational concerns.
Attend organizational events, meetings, trainings, and community activities as assigned.
Support organizational initiatives that further Hillcrest's mission and strategic goals.
Perform other duties as assigned.