Resident Services Manager

Dakota County CDA•Eagan, MN

About The Position

The Dakota County Community Development Agency (CDA) is seeking a detail-oriented, proactive property management professional to support and oversee residential and commercial properties. The Resident Services Manager acts as a backup Property Manager, manages lease-ups and commercial leasing activities, conducts property inspections, and supports effective resident relations. The role also supervises the Resident Services Specialist, including training, performance, workload, and scheduling, while ensuring compliance with health, safety, and agency policies. The position serves as the primary Yardi/RentCafe contact, maintains system templates, implements software efficiencies, and assists with reports. The manager represents the CDA positively to residents, vendors, contractors, and colleagues, and handles difficult or sensitive interactions professionally. The CDA owns and manages more than 2,900 affordable housing units throughout Dakota County and administers the state's fourth-largest Housing Choice Voucher program. The role includes reviewing applicant documentation and eligibility, issuing decisions, conducting inspections, responding to reasonable accommodation requests, and making fact-based VAWA determinations. The manager also coordinates resident communications and orientations, assists with staff training and recruitment, and completes required program-compliance and CDA reports. Work takes place in an office and at properties and other locations throughout the workday.

Requirements

At least five years of related education and/or experience.
Valid driver's license.
Knowledge of personnel development, direct supervision, administrative practices, and procedures.
Knowledge of federal regulations and affordable housing, including Low Rent Public Housing and Section 42 Tax Credit Housing.
Knowledge of Minnesota Landlord/Tenant Statutes.
Knowledge of public relations, marketing, and leasing.
Knowledge of property and facility maintenance and management.
Knowledge and experience with Yardi/RentCafe.
Knowledge of Microsoft 365.
Ability to treat residents courteously, respond to resident and vendor requests promptly, seek resident feedback, and consider resident interests when making decisions.
Ability to identify resident needs, resolve complaints, and develop strategies to improve customer service.
Ability to testify in landlord/tenant court cases.
Ability to motivate teamwork, negotiate, mediate, and resolve conflicts professionally.
Ability to respect client privacy and confidentiality and work with diverse groups of individuals.
Ability to work independently and initiate and complete projects.
Ability to make sound judgments and risk assessments concerning client eligibility and lease compliance.
Ability to communicate effectively verbally and in writing with individuals and groups.
Ability to sit or stand for a large portion of the day; read, type, write, handle small objects or tools, speak clearly, and listen attentively.
Ability to walk and stand, occasionally lift and carry light objects, and occasionally reach above shoulder height or bend.

Responsibilities

Act as backup to Property Managers during absences of a week or more, including supervising site attendants, resolving urgent issues and disputes, and responding to calls and emails.
Manage commercial properties and communicate with commercial tenants; collaborate with the broker on leasing activities and support build-out negotiations.
Back up the manager of the CDA office building by overseeing daily operations when the Assistant Director of Property Management is absent.
Coordinate and lead monthly Senior Move-In orientations and execute lease agreements, ensuring documentation is complete, accurate, and reviewed.
Pre-screen applicant files, verify eligibility, identify missing or inconsistent information, issue decision letters, and represent management at informal public-housing grievance hearings.
Conduct monthly property inspections, document conditions, identify maintenance needs, and assess resident upkeep and compliance with safety and operational standards.
Draft resident memos and newsletters to communicate updates, policies, and other information.
Review documentation and issue acceptance or denial decisions on reasonable accommodation requests.
Conduct fact-based, unbiased VAWA reviews; consult legal counsel as needed, request and evaluate additional information, and issue final decisions grounded in the evidence.
Review and update the Resident Services Specialist job description; support recruitment and hiring; train staff in departmental and agency procedures.
Monitor and approve employee schedules, flex leave, timesheets, overtime, mileage claims, and budgeted purchases in accordance with policy and budget limits.
Conduct performance evaluations, address performance issues, advise the Assistant Director of Property Management on staffing and training needs, and provide guidance and mentorship.
Assess and adjust the Resident Services Specialist's workload to balance caseloads and support efficient operations.
Ensure adherence to health, safety, and compliance standards; hold regular meetings with the Resident Services Specialist.
Complete required program-compliance and CDA reports, perform assigned backup duties for other Property Managers, and assist with training new property-management staff.
Attend agency, staff, and supervisor meetings and participate in training as required by the supervisor or agency.
Represent the CDA positively, maintain good working relationships with employees, vendors, and contractors, and respond to calls and emails within 24 hours.
Manage difficult or sensitive interactions calmly and professionally, using sound judgment, de-escalation, and conflict-resolution skills.
Follow Board-approved policies, nondiscrimination and anti-harassment policies, executive communications, administrative procedures, and safety procedures.