Resident Services Manager

SPANISH SPEAKING UNITY COUNCIL • Oakland, CA

2d • $80,000 - $85,000

About The Position

The Resident Services Manager (Multi-Family Housing) provides programmatic leadership, supervision, and operational oversight for resident services delivered at The Unity Council’s multi-family affordable housing communities. This role oversees and supports a team of Resident Services Coordinators serving families, individuals, formerly homeless households, and special populations, ensuring services are delivered in alignment with executed Services Agreements, funding requirements, and organizational standards.

The Resident Services Manager is responsible for service planning, staff supervision, quality assurance, compliance, partner coordination, data reporting, and collaboration with Property Management to promote housing stability, resident engagement, and community well-being. This position serves as the primary internal point of accountability for multi-family resident services operations and outcomes.

Requirements

• Bachelor’s degree in social work, psychology, human services or related field; OR any equivalent combination of experience and training in tenants' rights, community development or social services.
• Minimum 2 years of experience in program development, management and staff supervision.
• Experience working with people of color, immigrants, and low-income and underserved communities.
• Knowledge of social equity frameworks and alignment with the organization’s mission and values.
• Ability to balance competing priorities, and demonstrate a collaborative, team-building approach.
• Ability to communicate professionally with residents, peers and staff in a multi-cultural environment.
• Excellent written and verbal communication skills.
• Advanced computer skills with strong MS Office (Word, Excel, PowerPoint) and social media skills.
• Regularly required to operate standard office equipment (computer, photocopier, fax, etc.).
• Must be able climb stairs, reach, bend, lift 20-30 pounds, crawl, kneel, stoop, twist, grasp with hands and fingers materials, use arms and legs, able to walk, climb ladders if applicable.
• Regularly required to sit for long periods of time, and occasionally stand and walk;
• Regularly required to use hands to operate computer and other office equipment;
• Close vision required for computer use.
• Ability to work on a computer for up to 6 hours a day
• Background/fingerprints
• Reference Checks

Responsibilities

• Provide overall leadership and direction for resident services at multi-family housing sites, ensuring consistency, quality, and compliance across properties.
• Translate executed Services Agreements, scopes of work, and funding requirements into clear operational expectations for Resident Services Coordinators.
• Oversee implementation of resident services models that support housing stability, community building, workforce development, and access to health, financial, and social supports.
• Lead annual service planning, including development of Resident Services Plans, program calendars, and budget inputs.
• Directly supervise Resident Services Coordinators (RSC I and RSC II – Multi-Family), including onboarding, training, coaching, and performance management.
• Provide regular supervision, case consultation, and professional development support to ensure staff practice aligns with trauma-informed, housing-first, and culturally responsive principles.
• Support staff in managing complex cases, crisis situations, and escalated resident concerns.
• Foster a collaborative, accountable, and supportive team culture.
• Work closely with Property Management leadership and site staff to identify residents at risk of housing instability and coordinate early intervention strategies.
• Establish and participate in regular interdisciplinary meetings with Property Management to review trends related to rent challenges, lease compliance, safety concerns, and resident engagement.
• Ensure resident services staff understand appropriate boundaries and roles in relation to property management functions.
• Oversee recruitment, coordination, and monitoring of external service providers and community-based partners delivering on-site or referred services.
• Serve as a key liaison between The Unity Council, co-service providers, funders, and ownership partners.
• Convene and participate in partnership meetings as required by Services Agreements.
• Support collaboration with specialized partners serving formerly homeless households or other designated populations at multi-family sites.
• Ensure resident services programs operate in compliance with all applicable Services Agreements, grant requirements, and organizational policies.
• Oversee documentation standards, data collection, and use of designated systems (e.g., Salesforce or other platforms).
• Review and submit required monthly, quarterly, and annual reports, including outcomes, participation data, and narrative summaries.
• Monitor service quality, equity, and responsiveness across sites and address gaps or concerns proactively.
• Provide oversight and guidance for resident meetings, community-building events, and on-site programming at multi-family properties.
• Ensure programming is culturally responsive, inclusive, and aligned with resident needs.
• Support resident leadership development, feedback mechanisms, and community participation.
• Ensure compliance with Language Support Policies and equitable access to services for residents with limited English proficiency.
• Support staff in providing appropriate language assistance while maintaining role boundaries.
• Promote culturally and linguistically responsive service delivery across all sites.
• Support grant development, renewals, and fundraising efforts related to resident services as requested.
• Participate in organizational planning, audits, and quality improvement initiatives.
• Attend required meetings, trainings, and professional development activities.
• Perform other related duties as assigned.

Benefits

• Two weeks of paid vacation a year, sick time, 14 holidays, up to five floating holidays based on employee status, medical and dental benefits on the first of the month following 30 days of employment, life insurance policy at no cost to employee (with the option of increasing policy amount), flexible spending account for medical and dependent care costs, commuter benefits, 403(b) with employer match, and other benefits.
• We foster a joyful workplace and offer opportunities for professional development and growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager