Resident Services Supervisor - Affordable Housing

HumanGood • Seattle, WA

4h • Hybrid

About The Position

This role is responsible for coordinating services that support residents’ psychosocial, health, safety, and quality-of-life needs, including resident assessments, service coordination, care planning, referrals, documentation, community agency coordination, and resident advocacy. The Resident Services Supervisor also supports consistent program delivery, staff development, compliance with applicable requirements, and accurate resident services reporting. Supervises, coaches, and supports Resident Services Coordinators across assigned communities to promote consistent, high-quality resident services and resident satisfaction. Provides day-to-day direction, guidance, and support to assigned team members, including training, performance feedback, goal setting, workload coordination, and professional development. Participates in hiring, onboarding, performance evaluation, corrective action, and other employment-related recommendations in accordance with HumanGood policies and procedures. Coordinates and monitors resident services programs to ensure services are responsive to resident needs and aligned with affordable housing program expectations, regulatory requirements, and organizational standards. Provides direct resident services support for an assigned community, including resident assessments, service planning, referrals, care coordination, resident advocacy, and follow-up. Assesses resident psychosocial, health, safety, and support needs and develops or updates resident service plans, goals, and documentation as appropriate. Provides general case management, intake, referral, and service coordination for residents who need assistance accessing community resources or supportive services. Serves as a liaison with residents, families, community agencies, service providers, property management, healthcare providers, and other stakeholders to coordinate services and address resident needs. Connects residents to appropriate community-based services, including transportation, meals, home care, counseling, preventive health, legal advocacy, benefits assistance, and other supportive resources. Monitors service delivery from outside agencies and follows up on concerns, gaps in service, or changes in resident needs. Supports residents and families when a higher level of care or additional support services may be needed. Reports suspected abuse, neglect, exploitation, or other concerns to the appropriate agency or authority in accordance with applicable law and organizational policy. Partners with Administrators, Regional Property Supervisors, property management, and other internal stakeholders to address resident services issues, staffing needs, and community-level concerns. Reviews resident services documentation, HUD-related reporting, and required statistics for accuracy, completeness, and quality. Coordinates, facilitates, or supports educational programs for residents related to health, safety, wellness, benefits, services, resident rights, and quality of life. Establishes and maintains constructive working relationships with residents, families, community agencies, volunteers, service organizations, and partner organizations. Maintains accurate and confidential resident records, service documentation, reports, and other required files. Promotes and protects resident rights, dignity, independence, and access to appropriate services. Travels regularly between assigned communities and other business locations to provide supervision, support, service coordination, and program oversight. Participates in required meetings, trainings, workshops, and professional development activities to maintain current knowledge of resident services, affordable housing requirements, and community resources. Demonstrates behavior that supports HumanGood’s mission, values, service standards, and expectations for teamwork, accountability, resident focus, and ethical conduct.

Requirements

• Bachelor’s degree in social work, gerontology, psychology, human services, recreation therapy, or a related field; or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
• 1-2 years of experience in social services, resident services, case management, affordable housing, senior services, or a related setting.
• 1-2 years of supervisory experience, providing work direction to resident services, social services, case management, or human services staff.
• Ability to lead, coach, support, and develop team members in a multi-site environment.
• Working knowledge of supportive services, community resources, and referral networks for older adults, individuals with disabilities, and residents in affordable housing settings.
• Ability to assess resident needs, develop service plans, coordinate referrals, monitor services, and maintain accurate documentation.
• Ability to communicate effectively and professionally with residents, families, team members, service providers, agencies, and community partners.
• Ability to maintain confidentiality and handle sensitive resident, employee, and organizational information appropriately.
• Ability to prepare reports, correspondence, documentation, assessments, and other written materials using proper grammar, format, and professional standards.
• Ability to understand and apply applicable federal, state, local, and organizational requirements related to affordable housing resident services.
• Ability to travel regularly between assigned communities and other business locations as needed.
• Reliable transportation is required.
• A valid driver’s license, acceptable driving record, and proof of insurance are required to fulfill the travel and response obligations of the assigned communities.

Nice To Haves

• Experience working in affordable housing, senior housing, senior living, or a geriatric services environment.
• Social services certification or related professional certification.
• Knowledge of HUD reporting, resident services documentation, and affordable housing program requirements.
• Experience coordinating services with community agencies, healthcare providers, social service organizations, and public benefit programs.

Responsibilities

• Supervises, coaches, and supports Resident Services Coordinators across assigned communities to promote consistent, high-quality resident services and resident satisfaction.
• Provides day-to-day direction, guidance, and support to assigned team members, including training, performance feedback, goal setting, workload coordination, and professional development.
• Participates in hiring, onboarding, performance evaluation, corrective action, and other employment-related recommendations in accordance with HumanGood policies and procedures.
• Coordinates and monitors resident services programs to ensure services are responsive to resident needs and aligned with affordable housing program expectations, regulatory requirements, and organizational standards.
• Provides direct resident services support for an assigned community, including resident assessments, service planning, referrals, care coordination, resident advocacy, and follow-up.
• Assesses resident psychosocial, health, safety, and support needs and develops or updates resident service plans, goals, and documentation as appropriate.
• Provides general case management, intake, referral, and service coordination for residents who need assistance accessing community resources or supportive services.
• Serves as a liaison with residents, families, community agencies, service providers, property management, healthcare providers, and other stakeholders to coordinate services and address resident needs.
• Connects residents to appropriate community-based services, including transportation, meals, home care, counseling, preventive health, legal advocacy, benefits assistance, and other supportive resources.
• Monitors service delivery from outside agencies and follows up on concerns, gaps in service, or changes in resident needs.
• Supports residents and families when a higher level of care or additional support services may be needed.
• Reports suspected abuse, neglect, exploitation, or other concerns to the appropriate agency or authority in accordance with applicable law and organizational policy.
• Partners with Administrators, Regional Property Supervisors, property management, and other internal stakeholders to address resident services issues, staffing needs, and community-level concerns.
• Reviews resident services documentation, HUD-related reporting, and required statistics for accuracy, completeness, and quality.
• Coordinates, facilitates, or supports educational programs for residents related to health, safety, wellness, benefits, services, resident rights, and quality of life.
• Establishes and maintains constructive working relationships with residents, families, community agencies, volunteers, service organizations, and partner organizations.
• Maintains accurate and confidential resident records, service documentation, reports, and other required files.
• Promotes and protects resident rights, dignity, independence, and access to appropriate services.
• Travels regularly between assigned communities and other business locations to provide supervision, support, service coordination, and program oversight.
• Participates in required meetings, trainings, workshops, and professional development activities to maintain current knowledge of resident services, affordable housing requirements, and community resources.
• Demonstrates behavior that supports HumanGood’s mission, values, service standards, and expectations for teamwork, accountability, resident focus, and ethical conduct.

Benefits

• Health, Dental and Vision Plans
• 20 days of paid time off (increases with years of service), plus 7 company holidays
• 401(k) with up to 4% employer match
• HSA option with employer contribution
• Tuition Reimbursement and continuing education programs
• $25/line unlimited cell phone plan (plus taxes and fees)
• Cell Phone Stipend
• 5-star employer-paid employee assistance program

What This Job Offers

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