RESIDENT SERVICES SUPERVISOR

CenterLight Health System•New York, NY

4d•$85,000 - $95,000

About The Position

The Resident Services Supervisor oversees resident services, staff performance, and service quality across all Housing properties. The role is responsible for resident satisfaction, compliance with housing regulations and organizational policies, accurate documentation of resident interactions in AASC and other systems, and vendor contract compliance. The Supervisor coaches staff, monitors performance, and implements quality improvements to support a safe, supportive, and well-managed residential environment. The position serves as a primary contact for residents, coordinates access to community and supportive resources, and oversees resident services, outreach, wellness checks, benefits assistance, referrals, and engagement programs. It collaborates with property management, maintenance teams, and external service partners to resolve resident concerns and service issues. The role also conducts quality assurance reviews, monitors vendor performance, maintains regulatory compliance and inspection readiness, and reports on resident satisfaction, employee performance, documentation, vendors, outstanding concerns, and corrective actions. Compliance duties include managing certifications and recertifications, EIV reviews, applicable LIHTC requirements, compliance tracking, and preparation for Management and Occupancy Reviews, audits, and inspections. Resident information must be handled confidentially and in accordance with HUD privacy, security, and record-retention requirements. The schedule is Monday through Friday, 8:30 a.m. to 5:30 p.m., for 40 hours per week. The position involves working across properties and may require entering construction and mechanical areas and exposure to variable temperatures and weather. Physical demands include standing, sitting, lifting or pushing/pulling up to 75 pounds, bending, squatting, climbing, crawling, walking between sites, and using fine motor, visual, auditory, and cognitive skills.

Requirements

At least two years of experience in housing operations, resident services, property management, social services, or a related field.
Bachelor’s degree in social work, Human Services, Healthcare Administration, Business Administration, Property Management, or a related field preferred; equivalent years of experience may be considered.
Ability to conduct quality assurance reviews, monitor service delivery, resolve resident complaints, and ensure compliance with policies and regulatory requirements.
Ability to handle resident information confidentially and meet HUD privacy, security, and record-retention requirements.
Physical ability to meet the stated demands, including standing, sitting, lifting or pushing/pulling up to 75 pounds, bending, squatting, climbing, crawling, and walking between sites and work areas.
Russian/Ukrainian, Bengali, or Spanish bilingual language skills.

Nice To Haves

At least two years of supervisory or management experience, including employee performance monitoring, coaching, and corrective action processes.
Experience in affordable housing, senior housing, HUD-assisted housing, or residential programs serving elderly or vulnerable populations.
Experience overseeing vendor performance, reviewing contractual service requirements, and coordinating corrective actions.
Experience with AASC or similar resident management systems.
Bachelor’s degree in a listed or related field.

Responsibilities

Serve as a primary point of contact for residents across Housing properties, assess needs, address service concerns, and connect residents with appropriate resources.
Oversee resident services and support activities, ensuring timely, effective service and compliance with housing policies, lease requirements, and program regulations.
Monitor Housing personnel's resident interactions and ensure service requests, complaints, referrals, communications, and follow-up are documented accurately and promptly in AASC, RealPage, and required HUD systems.
Establish and monitor service standards, performance expectations, and quality indicators for Housing personnel.
Coach and provide performance feedback to staff; address service deficiencies and coordinate corrective or disciplinary actions with Management and Human Resources as appropriate.
Conduct resident outreach, wellness checks, benefits assistance, referrals, and coordination of healthcare, social services, and community resources while maintaining confidentiality and program compliance.
Coordinate and monitor resident wellness, educational, recreational, and community engagement programs, and maintain relationships with service partners.
Collaborate with property management, maintenance teams, and Housing personnel to resolve resident concerns, maintenance requests, and service issues within established timeframes.
Review resident services, files, AASC documentation, complaints, and outcomes for quality assurance; identify trends and compliance gaps and implement corrective actions.
Monitor contracted vendors and service providers for contractual, service, performance, and regulatory compliance; document deficiencies and coordinate or escalate corrective actions.
Ensure compliance with HUD requirements, housing regulations, organizational policies, and documentation standards, and maintain readiness for inspections, reviews, and audits.
Provide Management with regular reports on resident satisfaction, employee performance, documentation compliance, vendor performance, outstanding concerns, and corrective actions.
Complete resident certifications and recertifications accurately and by deadlines, obtain supporting documentation, verify income and assets, and maintain complete files.
Conduct and maintain required EIV reviews and reports, investigate discrepancies, document findings, and comply with HUD confidentiality and security requirements.
Monitor applicable LIHTC compliance, including resident income eligibility, certifications, rent restrictions, and required documentation.
Prepare records and documentation for Management and Occupancy Reviews, HUD audits, and other regulatory inspections.
Identify and document compliance deficiencies and ensure corrective actions are completed by established deadlines.
Maintain compliance tracking systems for annual recertifications, interim changes, EIV reviews, and other regulatory deadlines.
Handle resident information confidentially in accordance with HUD privacy, security, and record-retention requirements.
Perform other related responsibilities as assigned.