Resident Services Manager

Description

  This position is going to be a temporary position (estimated 3 months) with the potential to become a permanent position.  
Resident Services ManagerClassification: Non-ExemptDepartment: Resident ServicesReports To: Regional Services ManagerRevised: 05/29/2025
 
About Prospera

Prospera has been empowering families since 1993 by providing safe, high-quality affordable housing with support services to those in need. As a mission-driven, values-based nonprofit, Prospera is committed to fostering family stability and a strong sense of community by addressing individual needs. At the heart of our work are our core values: integrity, accountability, excellence, commitment, dignity, fairness, and respect. These core values are our guiding principles and shape everything we do, from how we serve our residents, to how we support one another as a team. At Prospera, every team member plays a vital role in advancing our mission. We welcome passionate individuals who are ready to make a meaningful difference in the lives of others.

Position Summary

The Resident Services Manager is a non-supervisory position that provides case management and outreach, conducts assessments of individuals and households, and makes referrals that address family and/or individual needs. The Resident Services Manager is committed to providing resources, programming, and referrals directly impacting the Social Determinants of Health (SDOH).

Essential Job Duties/Responsibilities

· Establish and maintain relationships with the residents of assigned property(ies) to be a resource for the property. Coordinate and promote activities that create a sense of community between the residents and the property.

· Facilitate intake and assessment for new residents.

· Meet with residents to identify barriers to self-sufficiency and assess physical, social, and economic conditions. Encourage participation in or coordinate referrals to programs focused on SDOH needs. 

· Develop and maintain a comprehensive network of education, training, financial and economic development, health/wellness, and other community resources as determined by program requirements and resident needs.

· Conduct Family Needs Assessment surveys per organizational requirements and coordinate referral services to residents needing help.

· Provide intensive informal case management as needed, focusing on case coordination and care planning with Managed Care Organizations (MCO).

· Electronically document all activities, outreach, contacts, and outcomes in the applicable data management system, as required.

· Develop and foster relationships with community service organizations and programs.

· Work with the Property Management team to identify residents who need assistance; directly assist in completing Rent and/or Utility Assistance applications.

· Advocate for residents and act as liaison for residents when needed.

· Encourage residents’ self-advocacy and empowerment in meeting their social, psychological, physical, economic, and other self-sufficiency/SDOH needs.

· Adhere to mandated reporting requirements when abuse, neglect, or exploitation is observed or suspected.

· Facilitate and/or coordinate Adult Education programs, Youth Education programs, Health and Wellness initiatives, Community Engagement activities, and Economic Stability programs in on-site community learning centers per regulatory and/or contractual requirements.

· Assess and provide input to Property and Services Management Teams for property-specific budgetary needs and adhere to the annual property service budget.

· Assist in creating Bi-Annual Board of Director reports.

· Participate in team development and mandated company-wide events.

· Participate in property-specific collaboration meetings, including move-ins, move-outs, property observations, upcoming events and details, team appreciation, evictions, inspections (dates and game plan), and residents’ concerns (as scheduled).

· Assist residents in developing and maintaining a resident council or similar organization, if applicable.

· Support Communications and Fund Development by sharing resident success stories.

· Manage administrative requirements of the position, including but not limited to:

a) Resident electronic  files

b) Data and reporting for measurement of service outcomes

c) Other Administrative reports (i.e., board reports, financial reports)

d) Quality Assurance Standards (i.e. Scorecard)

e) NMDOH Programming Guide activities

f) Program promotions (flyers, texting, social media, etc.) 

g) Community partnership agreements

h) Memorandums of Understanding

i) HUD, TDHCA, LURA and Quality Assurance Binders

· MCOs and other similar partner relationships significantly influence the success and outcomes of Resident Services. Resident Services Managers will work to collaborate, perform, and protect this work for Prospera so we can maintain and grow this area of influence. These projects center around SDOH, a concept and tool in which services managers should be proficient and consistently improve portfolio-wide.

· Punctuality, timeliness, and adherence to the specified work schedule and office hours are required. Additionally, services managers are expected to perform and complete their duties actively on a daily, weekly, and monthly basis or as otherwise directed by the regional services manager.

Knowledge/Skills/Abilities – General Performance

· Knowledge of service programs and educational methods.

· Ability to plan and manage programs, events, and outings.

· Ability to work independently and concurrently to perform multiple compliance projects.

· Knowledge of computer software applications.

· Ability to communicate effectively, both verbally and in writing.

· Ability to execute a services plan.

· Ability to establish effective working relationships with co-workers, board members, supervisors, consultants, and the general public.

· Ability to produce work that consistently meets quality requirements of accuracy, thoroughness, and effectiveness.

· Ability to identify problems, organizational needs, and opportunities for change. Participate in the change proactively.

· Respond positively to supervisory direction and feedback.

· Strong interpersonal skills and leadership skills.

· Ability to handle multiple tasks simultaneously with a strong attention to detail.

· Computing skills, including common office programs, file systems/databases, and software.

· Be team-oriented and can work independently.

· Maintain professional appearance and demeanor.

· Problem-solving and decision-making skills.

 

Supervisory Responsibilities

No supervisor responsibilities and no direct reports for this position.

Education & Experience Required

· A bachelor’s degree in human services or a qualified social worker field is required.

· A minimum of two (2) years of experience in a Human Services field is preferred.

· Community Health Worker certification required or obtained within one year of employment.

· Professional Service Coordinator Certification preferred.

· Valid Class “C” Texas Driver’s License required.

Communication Required

· Fosters a positive work environment embracing the Mission and Core Values of Prospera (Integrity, Accountability, Excellence, Commitment, Dignity, Fairness and Respect).

Physical and Mental Requirements

· Able to sit and work at a computer for extended periods.

· Able to stand and walk for extended periods, either indoors or outdoors.

· Able to ambulate up and down stairs, walk large properties, and have physical capabilities to participate in physical activities and events such as wellness walks, summer youth camp, departmental volunteer re-building initiatives, and Food Bank distributions.

· Able to stoop, kneel, bend at the waist, reach daily, and lift to 50 pounds occasionally.

· Able to perform general office administrative activities: copying, filing, using telephone and its functions, E-mailing, scanning, faxing, organizing, electronic scheduling, data entry, etc.

· The mental work demands include regular attendance, working well with others, verbal contact with others, noise, and occasional travel by conventional means, including motor vehicle and the like, within PROSPERA’s regions and other locations as required.

 Collaboration and Teamwork at Prospera

All roles at Prospera contribute to our shared mission of providing safe, high-quality affordable housing with support services to those in need. As such, we value collaboration across departments and levels of the organization and expect all team members to work together in service of that mission. This means actively communicating with peers, informing colleagues of necessary and helpful information across functions, and modeling collaborative approaches to work. Regardless of role or title, every team member is part of a collective effort, and we

succeed when we coordinate, share knowledge, and support each other in the pursuit of our goals. Prospera’s success and the ability to serve our mission ultimately relies on cross-functional teamwork, and collaboration is a standard expectation for every role.

Confidentiality

This position may have access to confidential and sensitive information, including personnel matters (such as hiring, terminations, investigations, and performance issues), resident information, financial data, and organizational strategies. Employees are expected to handle all such information in accordance with Prospera’s confidentiality policies and applicable laws, ensuring it is shared only with individuals who have a legitimate business need to know. Maintaining discretion and protecting the privacy of employees, residents, and the organization is a critical requirement of this role.

EEO STATEMENT

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Requirements