Resident Services & Programs Manager

Arboreal Management•Seattle, WA

1d•$75,000 - $85,000•Onsite

About The Position

Root & Branch is a Seattle-based nonprofit organization focused on preserving affordable housing and supporting the people who live in it. We are hiring our first dedicated employee to help us build Root & Branch into a substantive housing nonprofit that provides meaningful, practical services directly to residents. This role combines hands-on experience working with low-income residents with the ambition and organizational ability to build a program from the ground up. It is a working-manager role where initially, you will personally deliver much of Root & Branch's resident services while also designing the systems, partnerships, and programs that will allow the organization to grow. The first major assignment will be Burke-Gilman Place, a 100+ unit HUD-assisted affordable housing community undergoing a substantial renovation, where you will lead the resident-facing side of the renovation and relocation process. Simultaneously, you will establish a light-touch resident-services program across the affordable housing communities where Root & Branch serves as a nonprofit partner, aiming to help residents who are struggling to remain successfully housed.

Requirements

Approximately 4–6 years of experience in affordable housing, resident services, social services, housing stability, community development, or a related field.
Experience working directly with low-income households.
Knowledge of affordable housing, rental assistance, public benefits, housing stability, or related social-service systems.
Excellent interpersonal skills and the ability to build trust with residents from a wide variety of backgrounds.
The judgment to handle difficult and sensitive situations calmly and respectfully.
Strong organizational skills and comfort managing many individual cases and commitments simultaneously.
The ability to work independently and take ownership without waiting for detailed instructions.
An interest in building programs and improving systems, not just administering an existing program.
Strong written and verbal communication skills.
Comfort working with data and basic technology.

Nice To Haves

MSW or other relevant graduate degree
Experience with HUD-assisted housing
Experience with affordable housing compliance
Experience with resident relocation
Experience with eviction prevention
Experience with major occupied renovations

Responsibilities

Lead Resident Relocation at Burke-Gilman Place, taking ownership of the resident experience during a major occupied renovation project.
Build relationships with residents and serve as a consistent, trusted point of contact throughout the renovation.
Help residents understand renovation schedules, relocation requirements, available benefits, and what to expect.
Coordinate temporary and permanent relocation activities and help resolve individual resident issues.
Help residents access relocation benefits and other resources for which they may qualify.
Pay particular attention to residents who may have difficulty navigating the process independently.
Track every household through the relocation process and identify problems before they become crises.
Help ensure that residents are treated respectfully and that the project delivers on its commitments to them.
Build Root & Branch's Resident Services Program across the affordable housing portfolio, creating a practical, scalable model for helping residents maintain stable housing.
Provide direct assistance to residents facing housing instability or other significant challenges.
Connect residents with rental assistance, public benefits, community organizations, and other housing resources.
Reach out to residents facing serious delinquency or potential eviction and determine whether resources or intervention can help preserve their housing.
Help residents navigate government agencies and nonprofit service providers.
Develop relationships with local organizations so Root & Branch can connect residents with specialized services.
Create straightforward referral and follow-up processes with property management teams.
Develop systems for tracking residents served, resources provided, outcomes, and recurring needs across the portfolio.
Identify opportunities to improve the resident experience across Root & Branch communities.
Help define Root & Branch's resident-services strategy and priorities.
Develop policies, procedures, documentation, and outcome measures.
Build relationships with public agencies, housing organizations, nonprofits, and community partners.
Prepare reports and updates for Root & Branch's board and housing partners.
Identify opportunities for grants, partnerships, and new programs.
Help tell the story of Root & Branch's impact using both resident experiences and measurable outcomes.
Help determine where Root & Branch should focus as the organization grows.