Resident Relations Manager, Behavioral Health

Abode•Redwood City, CA

7d•Onsite

About The Position

The Resident Relations Manager (RRM) is responsible for fostering a safe, stable, and supportive living environment for residents of a 57-unit transitional and permanent supportive housing property with a behavioral health focus for individuals with serious mental illness and co-occurring substance use disorders and other related experiences. The RRM role centers on property curb appeal, maintenance and janitorial oversight, resident engagement, housing retention support, habitability oversight, conflict resolution, vendor and invoice management, and coordination with service providers. The RRM conducts proactive site walkthroughs, supports residents with tenancy-sustaining interventions, escalates compliance or safety concerns, and partners closely with onsite maintenance staff, vendors, and service providers to ensure a well-maintained community. The RRM does not directly handle any technical functions such as leasing certifications, waitlist management, recertifications, rent collection, rent ledger management, or regulatory compliance, which are managed centrally by APM’s Central Operations Team.

Requirements

High school diploma or equivalent (GED)
1-2 years of progressively increasing property management experience or experience working in affordable or supportive housing, shelters, customer service, or mediation roles
1-2 years of experience in behavioral health
Excellent interpersonal, organizational and communication skills; integrity; respect for confidentiality; ability to work with diverse populations, including persons with various disabilities.
Reliable transportation or access to a vehicle is to work in an office, attend in-person meetings, and offsite events.
Demonstrated high degree of emotional intelligence, cultural humility, de-escalation skills and ability to work with individuals with complex needs, with a proven track record to build and maintain effective relationships with a wide variety of internal and external contacts.
Excellent verbal and written communication, organizational, time management skills, and relationship-building skills.
Ability to work well independently and collaboratively with teams.
Strong analytical and problem-solving skills with meticulous attention to detail.
Able to act with integrity; respect for confidentiality; ability to work with diverse populations, including people with various disabilities.
Ability to engage residents with empathy, respect, and trauma-informed practice.
Thorough knowledge of fair housing and landlord-tenant laws.
Proficiency in 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 preferred.
Ability to speak, read and write a second language such as Spanish, Vietnamese, Tagalog or Mandarin/Cantonese is highly desirable.
Experience analyzing and prioritizing complex situations, policies and procedures, laws and regulations, and exercise good judgment while completing required duties.

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 and enforce community/house rules and expectations.
In direct coordination with the Central Team, show units to applicants; collect documents for resident income and entrance criteria in keeping with the Resident Selection Criteria, Management Plan, Fair Housing Law, applicable loan agreements and regulatory agreements to maintain key performance indicator standards.
Assist with early intervention for tenancy issues and escalating as needed.
Coordinate with service providers and case managers regarding at-risk households.
Participate in case conferencing or multidisciplinary team meetings.
Conduct daily property walk-throughs to ensure safety, cleanliness, and housing quality standards.
Identify maintenance issues, unit turnover needs, and manage work order requests; follow up with maintenance to ensure closure.
Oversee janitorial and maintenance staff workflow.
Assist in unit access for turnovers, inspections, preventive maintenance, and emergency entry.
Monitor vacancies and ensure units are prepared for turnover in coordination with the Central Turnover team.
Will directly supervise and provide task direction to one or more onsite staff members – up to and including assistant managers, leasing specialists, maintenance technicians, janitors, and/or desk clerks in accordance with company policies and applicable laws.
Support onboarding and training of new onsite staff in operational procedures.
Monitor completion of assigned tasks and communicate performance concerns to the Property Operations Supervisor.
Provide input and recommendations regarding terminations, staff performance, evaluations, promotions, discipline, setting compensation for employees, or hiring decisions, which remain the responsibility of the Property Operations Supervisor or higher management.
Assists with staff scheduling, monitor overtime, review, and approve timecards and arrange for staff coverage as needed including during vacation and holiday periods.
Meet with staff regularly for supervision oversight and provide or arrange for staff development for self and employees under his/her supervision.
Foster good staff relationships, cooperation, and teamwork between staff under his/her supervision as well as with others in the organization.
Ensure that staff interact professionally and respectfully with residents, lenders, vendors, and other community members.
Ensure staff compliance with operations procedures, training requirements, safety standards, and resident service protocols.
Maintain communication with resident service providers and/or case managers and interact with them to assist residents with housing issues and needs.
Coordinate on-site vendor activity for repairs, unit turnover, janitorial, landscaping, pest control, and security.
Ensure work is completed safely, professionally, and within scope.
Maintain documentation for facility or habitability issues requiring follow-up.
Schedule and conduct annual property inspections or other inspections as may be deemed required by the Agency’s practice or by property lenders or others.
Determine, with consultation with the Central Team as appropriate to the scale of the project, the scope of work needed to respond to work orders, inspection deficiencies, preventative maintenance and planned capital improvements for the purpose of securing bids as appropriate for project physical needs.
Review bids, review and select vendors, contract for goods and services and oversee work for all property maintenance needs within management plan and approved budget, securing any approvals or permits that are needed.
Review and submit for payment approval to vendors for materials delivered and/or services rendered.
Review and approve all invoices presented for property expenses within the portfolio and code using the approved chart of accounts.
Make regular inspections of property to ensure it is well-maintained, update emergency response plan, ensure that mechanical devices are in working order and that the environment is safe, clean, and attractive.
Respond to onsite behavioral and/or property incidents following organizational safety and incident response protocols.
Document incidents and escalate to Central Teams as appropriate.
Ensure common areas remain clean, secure, and accessible.
Monitor and support enforcement of community standards in partnership with service providers.
Support implementation of emergency procedures and drills.
Maintain resident communication logs, incident reports, and habitability documentation.
Maintain onsite records such as leases, applications and initial/annual income certification documentation, resident correspondence, work order files, etc.
Provide field information for Central Teams (Compliance, Turnover, Rent, etc.) when needed.
Post notices as directed by Central Teams (no legal interpretation or preparation).
Prepare resident relations and property operations reports such as demographics, housing retention, vacancy and unit turnover reports as required/requested by Central Teams, external/internal stakeholders, annual reporting, or preparation for internal/external file audits.
Participate in required training, staff meetings, and professional development.
Recommend measures to improve the fiscal performance of the project, to better serve the residents and/or preserve the physical integrity of the property.
Other duties as assigned.