Resident Relations Manager

Abode • Hayward, CA

5h • $25 - $30 • Onsite

About The Position

The Resident Relations Manager (RRM) fosters a safe, stable, and supportive living environment for residents in permanent supportive housing communities. The role focuses on property curb appeal; maintenance and janitorial oversight; resident engagement and housing retention support; habitability oversight; conflict resolution; vendor and invoice management; and coordination with service providers. The RRM conducts proactive site walkthroughs, supports tenancy-sustaining interventions, escalates compliance or safety concerns, and works with onsite staff, vendors, and service providers to maintain the community.

The role does not directly handle leasing certifications, waitlist management, recertifications, rent collection, rent ledger management, or regulatory compliance; these functions are managed centrally by APM’s Central Operations Team. The manager directly supervises and directs onsite staff, supports resident and site operations, coordinates vendors and facilities work, responds to incidents, and maintains administrative records and reports. Some after-hours availability may be required for urgent onsite situations or property emergencies under organizational response protocols.

Requirements

• High school diploma or equivalent (GED).
• Reliable transportation or access to a vehicle to work in an office, attend in-person meetings, and attend offsite events.
• Demonstrated emotional intelligence, cultural humility, and de-escalation skills, with the ability to work with individuals with complex needs and build effective relationships with internal and external contacts.
• Excellent verbal and written communication, organizational, time-management, and relationship-building skills.
• Ability to work independently and collaboratively with teams.
• Strong analytical and problem-solving skills and meticulous attention to detail.
• Integrity, respect for confidentiality, and ability to work with diverse populations, including people with disabilities.
• Ability to engage residents with empathy, respect, and trauma-informed practice.
• Ability to analyze and prioritize complex situations, policies, procedures, laws, and regulations and exercise good judgment.
• Thorough knowledge of fair housing and landlord-tenant laws.
• Proficiency with Microsoft Office programs, systems, and platforms and Yardi or other property management software.
• Ability to learn and use required mobile devices and business-related applications.

Nice To Haves

• Some college or training in business, real estate, or human services.
• One to two years of progressively increasing property management experience, or experience in affordable or supportive housing, shelters, behavioral health, customer service, or mediation roles.
• Ability to speak, read, and write a second language such as Spanish, Vietnamese, Tagalog, or Mandarin/Cantonese.

Responsibilities

• Build professional relationships with residents using trauma-informed, culturally responsive engagement.
• Respond to resident concerns, reasonable accommodation requests, behavioral challenges, conflicts, and habitability issues in partnership with service providers.
• Help residents understand and follow lease requirements; support enforcement of community rules and expectations.
• Coordinate with the Central Team to show units to applicants and collect documents for resident income and entrance criteria in accordance with applicable selection criteria, plans, laws, and agreements.
• Intervene early on tenancy issues and escalate when needed; coordinate with service providers and case managers regarding at-risk households.
• Participate in case conferencing and multidisciplinary team meetings.
• Conduct daily property walkthroughs to assess safety, cleanliness, and housing quality.
• Identify maintenance issues and unit turnover needs, manage work orders, and follow up with maintenance staff through completion.
• Oversee janitorial and maintenance staff workflows and assist with unit access for turnovers, inspections, preventive maintenance, and emergency entry.
• Monitor vacancies and coordinate unit preparation with the Central Turnover team.
• Directly supervise and provide task direction to onsite employees; support onboarding, training, supervision, staff development, scheduling, timecard review, overtime monitoring, and staff coverage.
• Monitor assigned task completion, communicate performance concerns, and provide input on personnel matters subject to review and approval by the Property Operations Supervisor or higher management.
• Promote teamwork and professional, respectful conduct; ensure staff follow operating procedures, training requirements, safety standards, and resident service protocols.
• Coordinate onsite vendor activity for repairs, turnovers, janitorial services, landscaping, pest control, and security; document facility and habitability issues requiring follow-up.
• Schedule and conduct annual or other required property inspections.
• Determine needed work scopes in consultation with the Central Team as appropriate; review bids, select vendors, contract for services, oversee work, and secure required approvals or permits within the management plan and approved budget.
• Review vendor materials and services for payment approval; review, approve, and code property expense invoices.
• Inspect the property, update emergency response plans, check mechanical devices, and help maintain safe, clean, attractive, secure, and accessible common areas.
• Respond to onsite behavioral or property incidents under safety and incident response protocols, document incidents, and escalate them to Central Teams as appropriate.
• Support community standards enforcement, emergency procedures, and drills in partnership with service providers.
• Maintain resident communication logs, incident reports, habitability documentation, and onsite records such as leases, applications, income certification documents, correspondence, and work order files.
• Provide field information to Central Teams and post notices as directed, without legal interpretation or preparation.
• Prepare resident relations and property operations reports, including demographics, housing retention, vacancies, and unit turnovers, as requested.
• Participate in required training, staff meetings, and professional development.
• Recommend measures to improve project fiscal performance, resident service, or preservation of the property's physical integrity.
• Perform other duties as assigned.

Benefits

• Competitive pay of $25.00–$29.81 per hour.
• 19 days of paid time off per year, increasing with tenure.
• 12 paid holidays per year.
• Medical, dental, and vision coverage options for employees, with 100% coverage stated for employees.
• Employer-subsidized dependent health care options.
• Employee Assistance Program with legal and financial services.
• Mental health care service through Teledoc.
• Flexible Spending Accounts for commuter, health care, and dependent care expenses.
• 403(b) retirement plan with employer match and contribution programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED