Resident Relations Manager

Abode • Hayward, CA

3d • 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 maintenance staff, vendors, and service providers to maintain the community. Technical functions such as leasing certifications, waitlist management, recertifications, rent collection, rent ledger management, and regulatory compliance are managed centrally by APM’s Central Operations Team and are not handled directly by the RRM.

The position directly supervises and provides task direction to one or more onsite staff members, which may include assistant managers, leasing specialists, maintenance technicians, janitors, and desk clerks. The RRM coordinates site operations, vendor work, resident communications, incident response, and administrative reporting, while personnel actions remain subject to review and approval by the Property Operations Supervisor or higher management. Some after-hours availability may be required for urgent onsite situations or property emergencies, following organizational on-call or emergency response protocols.

Abode Services works to end homelessness by helping low-income and unhoused people, including people with special needs, secure stable, supportive housing and by advocating to remove the causes of homelessness. Its work is grounded in the Housing First model and individualized support.

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 ability to work with individuals with complex needs and build effective relationships with a wide range of 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 various disabilities.
• Ability to engage residents with empathy, respect, and trauma-informed practice.
• Experience analyzing and prioritizing complex situations, policies, procedures, laws, and regulations, and exercising good judgment while completing duties.
• 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.
• 1–2 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 positive, professional relationships with residents using trauma-informed, culturally responsive engagement.
• Respond to residents’ concerns, reasonable accommodation requests, behavioral challenges, conflicts, and habitability issues in partnership with service providers.
• Support residents in understanding and following lease requirements; enforce community and house rules and expectations.
• In coordination with the Central Team, show units to applicants and collect documents for resident income and entrance criteria in accordance with selection criteria, management plans, fair housing law, and applicable agreements.
• Assist with early intervention for tenancy issues and escalate issues as needed.
• Coordinate with service providers and case managers regarding at-risk households; participate in case conferencing or multidisciplinary team meetings.
• Conduct daily property walkthroughs to assess safety, cleanliness, and housing quality.
• Identify maintenance issues and unit turnover needs, manage work-order requests, and follow up with maintenance to ensure completion.
• Oversee janitorial and maintenance staff workflow; 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 staff; support onboarding and training, monitor task completion, and communicate performance concerns to the Property Operations Supervisor.
• Assist with staff scheduling, monitor overtime, review and approve timecards, and arrange coverage, including during vacation and holiday periods.
• Meet regularly with staff for supervision oversight and support staff development, teamwork, professional conduct, and compliance with procedures, training, safety standards, and resident-service protocols.
• Maintain communication with resident service providers and case managers to help address residents’ housing issues and needs.
• Coordinate onsite vendors for repairs, unit turnover, janitorial services, landscaping, pest control, and security; ensure work is completed safely, professionally, and within scope.
• Document facility and habitability issues requiring follow-up; schedule and conduct annual or other required property inspections.
• Determine needed scopes of work, in consultation with the Central Team as appropriate, and obtain bids for repairs, inspection deficiencies, preventive maintenance, and planned capital improvements.
• Review bids, select and contract with vendors, oversee maintenance work, and secure required approvals or permits within the management plan and approved budget.
• Review and submit vendor payment approvals; review and approve property expense invoices and code them using the approved chart of accounts.
• Inspect the property regularly, update the emergency response plan, check that mechanical devices work, and help maintain a safe, clean, and attractive environment.
• Respond to onsite behavioral or property incidents under organizational protocols, document incidents, and escalate them to Central Teams as appropriate.
• Keep common areas clean, secure, and accessible; monitor and support community-standard enforcement with service providers; support emergency procedures and drills.
• Maintain resident communication logs, incident reports, habitability documentation, and onsite records, including leases, applications, income certifications, 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, vacancy, and unit turnover reports, as requested.
• Participate in required training, staff meetings, and professional development.
• Recommend measures to improve project fiscal performance, resident services, 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 PTO per year, increasing with tenure.
• 12 paid holidays per year.
• Medical, dental, and vision coverage options for employees at 100% coverage.
• Employer-subsidized dependent health care options.
• Employee Assistance Program (EAP), including legal and financial services.
• Mental health care service provided by Teledoc.
• Flexible Spending Account (FSA), including commuter, health care, and dependent care.
• 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