Manager Resident Services (CDI) bei Opportunity Home San Antonio, TX

About the Department

The Manager of Resident Services is responsible for management and leadership work of considerable difficulty, which involves planning, organizing, and directing CDI programs designed to utilize housing as a platform to improve residents’ quality of life. Performs complex research, data, and budget analysis, and provides critical oversight to federal and private grant-funded programs such as Family Self-Sufficiency, Resident Opportunity Supportive Services, Jobs-Plus Program, and others. Monitors performance of multiple budgets, grant metrics, reporting requirements, regulatory requirements, program outcomes, and client satisfaction. Other responsibilities for this position will include but are not limited to, partnership building, program implementation, volunteer recruitment, public presentations and/or speeches, administrative details, and maintaining files.

Position Duties

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained.
¦ Provides leadership and direction to Assistant Managers and subordinate staff under the CDI programs.
¦ Analyzes program operating and implementation procedures and workflow processes and makes recommendations to create efficient and effective resident service programs.
¦ Creates standard operating procedures and trains personnel in the application of procedures and processes on a consistent basis.
¦ Creates, facilitates, and maintains partnerships with community agencies, businesses, schools, and other resources to further CDI department goals.
¦ Works in partnership with resident and community groups to promote and expand community development opportunities.
¦ Gathers and analyzes available demographic data in order to identify and establish opportunities and programmatic goals for program development in support of resident services.
¦ Responds to inquiries, complaints, and other matters from various federal and other governmental agency officials or community/civic groups including in person, telephonically, written, or email.
¦ Assists staff in planning events; oversees staff and volunteer participation to successful outcomes.
¦ Develops processes and management/evaluation tools that provide for the furtherance of the community economic development initiative.
¦ Produces monthly, quarterly, yearly, and other reports relating to financial grant management, metric performance, and narrative outcomes.
¦ Meets with staff members to explain and implement new policies, procedures, requirements and regulations.
¦ Monitors CDI programs, by attending staff meetings and resident functions to ensure positive resident services and outcomes are achieved.
¦ Assists the MTW Program Manager in the implementation of MTW program initiatives.
¦ Works in collaboration with assisted housing staff, and others to ensure CDI program initiatives are carried through.
¦ Reads, interprets and applies HUD regulations to all grant funded programs to include but not limited to, FSS, MTW, and any other grant awards directed at enhancing resident self-sufficiency.
¦ Develops, implements, monitors, and reports status on program goals, and develops comprehensive action plans to meet and exceed stated grant objectives.
¦ Researches and implements effective and efficient methods (best practices) for case management and program operations.
¦ Provides technical assistance to Assisted Housing Managers on grant requirements, reporting requirements, and all other grant requirements related to fulfilling obligations to funding authorities.
¦ Submits reports on a monthly, quarterly, semi-annual, and annual basis as specified by grant requirements and/or Director’s requirements.
¦ Identifies funding requirements, gathers information, and applies research required for successful administration of grants.
¦ Supervises and monitors staff performance reviews to include coaching sessions, and performance enhancement tools to enhance staff performance.
¦ Develops collaborative relationships with community partners in accessing services available to FSS participants.
¦ Works with the Grant Manager to prepare and review service proposals for required grant evaluations, Memorandums of Understanding, and contracts for services.
¦ Assists with the creation of training programs and provides training for Opportunity Home staff in the implementation of grant-funded resident programs.
¦ Attends various functions including Opportunity Home Board meetings, external agency meetings, collaborates with consultants, and prepares and presents special presentations as required.
¦ Adheres to Federal, State and local laws/regulations as they pertain to Opportunity Home resident programs and ensure program compliance.
¦ Assists the Director of CDI in the creation and implementation of MTW initiatives.
¦ Initiates and sets program goals according to the strategic objectives of the organization.
¦ Engages in program-specific and department-wide strategic planning.
¦ Applies change, risk, and resource management principles when needed.
¦ Writes and develops program-specific as well as department-wide policies, processes, and procedures in accordance with local and federal regulations.
¦ Leads large group discussions to answer questions and remedy complaints.
¦ Develops and approves operations, expenses, and budgets for individual grant programs.
¦ Audits case files on a regular basis.
¦ Ensures compliance with financial policies and regulations for specific grant programs by regular monitoring of processes and regulations.
¦ Conducts monthly detailed escrow balance and account reconciliation and audits for accuracy.
¦ Oversee resident support services across multiple programs and sites.
¦ Identifies departmental training needs and materials and monitors staff training.
¦ Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees.
¦ Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.
¦ Recognize the significance of a data-driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustee, Data Domain Stewards, Data System Custodians, Data Stewards, and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.
¦ Employees are expected to use Generative AI solutions ethically and responsibly.
¦ Other duties as assigned.

All supervisors:
¦ Lead, motivate, engage, and retain employees by:
        -  Setting goals for performance and deadlines that comply and conform with the company’s plans and vision.
        - Organizing workflow and ensuring employees understand and are trained on their duties or delegated tasks.
        - Monitoring employee productivity and providing constructive feedback and coaching
        - Ensuring alignment across various procedures.

Behavioral Competencies
This position requires the incumbent to exhibit the following behavioral skills.

a. Values Driven | Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.
b. Leadership | Provides direction to people and/or projects by clearly and effectively setting course of action for the assigned department staff and tasks; manages the planning, execution, and achievement of assigned department goals.
c. Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.
d. Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally, and/or in writing; proactively exchanges accurate and timely information.
e. Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning. Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.
f. Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the
organization’s team-building events.
g. Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes
and anticipates issues and provides a responsive resolution in a timely manner.

Minimum Qualifications

Education
Required
¦ Bachelor’s Degree from an accredited college or university in Social Work, Business Administration, Business Management, or a related field.
¦ An Associate’s Degree from an accredited college or university, plus an additional six (6) years of related experience, may be considered in lieu of Bachelor's Degree requirements.

Experience
Required
¦ Six (6) years of experience in social services.
¦ Two (2) years of supervisory experience.
¦ Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency
with Microsoft Office 365, cloud-accessible applications, including but not limited to OneDrive, Outlook, Word, Excel, and PowerPoint, or a MAC or PC desktop equivalent, is acceptable.
¦ Successful completion of a criminal history background check, education, and work history verification, and a drug screening test.
Preferred Education and Experience
¦ Ability to learn cloud technologies such as LucidChart for diagrams, workflow, and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates
Required
¦ Self-Sufficiency Service Coordination training and certification to be completed within the first year of employment.
¦ Family Self-Sufficiency training seminar and certification exam to be completed within the first year of employment.
¦ Texas Class “C” driver’s license at the time of placement and insurable by the organization’s fleet and liability insurance carrier.
¦ Must have the ability to earn certifications as required by assigned tasks.

Technical Skills
To perform this job successfully, the employee should have
¦ Federal housing and community and supportive services programs.
¦ Human services programs and economic development activities.
¦ Local social, community, and supportive service providers and service systems.
¦ Record-keeping techniques.
¦ Strategic planning and development of service delivery systems.
¦ Operation of a computer terminal and good working knowledge of word processing and spreadsheet software.
¦ Principles and practices of community building.
¦ Interpersonal skills using tact, patience, and courtesy.
¦ Excellent verbal and written communication skills.
¦ Establish effective working relationships with clients.
¦ Lead community members and stakeholders in the evaluation of community needs and assets relative to services and develop an action plan.
¦ Prepare records and maintain reports.
¦ Work independently with little direction.
¦ Communicate effectively both verbally and in writing with a wide variety of audiences.
¦ Establish and maintain cooperative and effective working relationships with others.
¦ Read, interpret, apply, and explain rules, regulations, policies and procedures.
¦ Maintain current knowledge of program rules, regulations, requirements, and restrictions.
¦ Meet schedules and timelines.
¦ Plan and organize work schedules.
¦ Account reconciliation and budget oversight.
¦ Management skills.
¦ Ability to identify and create training needs and develop a training schedule and materials.
¦ Works respectfully and courteously with staff, residents, and the general public.

Physical Demands
The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment, walking and moving about the office and/or community property, and attending onsite and offsite meetings. The employee must be able to complete data entry, utilize various portals, and communicate via email and verbally via telephone. Will need the ability to walk large properties and climb stairs. The employee must occasionally transport up to 25 pounds.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Office Environment
¦ The noise level in the work environment is usually moderate.
¦ High level of interaction with external/internal clients.
¦ May be transferred or be required to work at different properties or sites for interim periods in order to support business needs.

Outside Environment
¦ Subject to environmental elements when conducting visits to various sites or participating in outside events.

ADA Statement
In compliance with the Americans with Disabilities Act, the organization will make reasonable accommodations to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities if it would not impose an “undue hardship” on the
operation of the employer’s business.

Ethics
As a public agency, the organization is committed to maintaining the highest of ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism, and honesty to merit the respect of our co-workers, clients, partners, vendors, and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy, and responsiveness.

Equal Employment Opportunity Statement
Opportunity Home is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, religion, gender (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information, marital status, veteran status, arrest
record or any other characteristic protected by applicable federal, state or local laws. Opportunity Home is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

Disclaimer
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This position specification is not an employment agreement or contract. Management has the exclusive right to alter this position specification at any time without notice.