Resident Services Manager

Job Details
Level
Experienced
Job Location
Remote - Westlake Village, CA
Remote Type
Fully Remote
Position Type
Full-Time, Exempt
Education Level
Bachelors in social service preferred
Salary Range
$70,000.00 - $90,000.00 Salary/year
Travel Percentage
Up To 10%
Job Shift
Exempt
Job Category
Management
We make good investments in our people, properties, tenants, and company.
CCI is a nationwide full-service real estate platform focused on acquisition, asset management, property management, and development. Our current property portfolio consists of around 8,000 apartments and townhomes, with a focus on providing affordable housing for seniors and persons with disabilities. We also own and manage a diverse and growing portfolio of other real estate assets covering traditional multifamily rentals, office, and light industrial uses. CCI employs around 400 associates in 30 states across the country and we're growing!
As we enter the next phase of our company's growth, we're looking for associates who can help us optimize our existing management platform (systems, tools, and processes), better leverage technology, and maintain our reputation for excellence. We are looking for ambitious self-starters who aren't afraid to dig in. We value excellent communication and collaboration, and we reward those who challenge the status quo to find better ways of doing things. We believe that people learn best by doing so although we offer a full range of classroom learning and structured training paths, we prioritize hands-on experience and self-directed development.
About the role:
As a Resident Services Manager at CCI, you will oversee a team of Service Coordinators as well as a portfolio of properties without on-site Resident Services support. You are an experienced, confident, and capable people manager, comfortable managing your team remotely most of the time. You're well versed in juggling multiple competing priorities and able to react and recalibrate quickly without missing a beat as situations evolve. You are passionate about Resident Services delivery to our tenants living in our affordable housing communities, promoting quality of life, and ensuring a diverse offering of services and educational opportunities on-site and virtually. You excel at professional networking and have a strong interest in developing collaborative relationships with outside services and agencies. You are comfortable providing guidance following social work and case management best practices and providing technical assistance regarding case documentation. You are an excellent communicator, able to interact with confidence and poise with internal and external stakeholders at all levels.
In this role, you will have the opportunity to make a significant impact on the business while advancing your career. We are looking for a leader who can juggle multiple competing priorities, react, and recalibrate quickly without missing a beat as situations evolve. If this sounds like you, we encourage you to apply!
What will you be doing?

• Leadership and Management: Lead and manage Service Coordinators, build relationships with stakeholders, foster a culture of responsibility, recruit, onboard, train, coach, and support staff, promote collaboration between Resident Services and Property Management Operations, and handle confidential information in compliance with laws and company policies.

• Customer Service & Service Standards: Establish and enforce customer service expectations, ensuring timely and clear communication with residents and stakeholders. Ensure team members adhere to quality and timeliness standards in interactions. Address all complaints, grievances, legal claims, and enforcement actions promptly, providing detailed updates to senior management on progress.

• Service Design & Delivery: Provide superior direct services and support to residents and on-site staff in the assigned Virtual Information and Referral Concierge (VIRC) portfolio, documenting services provided. Promote and educate residents, staff, and outside agencies about VIRC and its benefits. Collaborate with outside agencies to offer educational and wellness activities. Offer case consultation to properties without on-site or virtual Resident Services Programs as needed.

• Quality Assurance: Ensure peak performance of Service Coordinators in your portfolio through quarterly quality assurance audits. Provide unbiased quality assurance reviews to Service Coordinators beyond your assigned portfolio. Utilize CCI's policies and systems to establish clear standards of excellence, regularly inspecting and discussing performance with direct reports. Offer coaching and support to achieve desired outcomes.

• Budgeting & Financial Management: Monitor Service Coordinator expenses to ensure compliance with HUD-approved grant budgets in your portfolio. Obtain approval from the VP of Resident Services for any additional expenses. Collaborate with the Resident Services Program Administrator to submit annual HUD grant budgets promptly and optimize funds for program growth.

• Program Management: Collaborate with the Resident Services Program Administrator and Quality Assurance Professionals to ensure Service Coordinators in your portfolio meet department standards. Maintain Standards for Success data and administer on-site Service Coordinator programs in compliance with HUD guidelines. Assist in implementing and managing the Virtual Information and Referral Concierge program for assigned properties.

How do I succeed in this role?

• Take initiative: Understanding the goal, developing a plan, and delivering it
• Be Inquisitive: Not afraid to ask good questions and to challenge the status quo to find better ways to do things
• Be Tech-savvy: Leverage technology to help increase efficiency and optimize organizational and individual performance
• Be a Good Communicator: Value excellent communication and collaboration; ability to communicate effectively with stakeholders at all levels, verbally and in writing
• Be Detailed-oriented: Understanding and appreciating the importance of the details while seeing the big picture
• Be Flexible: Willing to go above and beyond and can adapt quickly to changing circumstances

Are you curious about the experience CCI is after? Look no further! We're seeking individuals with the right skills and know-how to help drive our company to new heights - to become a part of a team that values innovation, expertise, and collaboration.
Additionally, we'd like to hear from you if you have:

• Bachelor's degree in Social Work, Gerontology, Psychology, Counseling, or a related field; master's degree preferred
• 2-3 years experience in social services delivery
• 2+ years' experience managing people, preferably a remote or hybrid team

What we offer:
At our organization, we go above and beyond to ensure that our employees are well taken care of. We believe in offering a comprehensive compensation and benefits package that meets your needs, while also prioritizing work-life balance and providing ongoing opportunities for professional development.
Benefits & Perks

• 10 holidays per year
• Paid Time Off (PTO)
• Medical, dental & vision insurance
• Basic life insurance & supplemental benefits
• HSA/FSA
• Employee Assistance Program (EAP)
• 401(k) Plan
• Other rewards throughout the year

How We Hire:
CCI is committed to recruiting top-notch talent who share our values and will help us achieve our goals. We understand that the hiring timeline can vary depending on the position, but we assure you that we will work diligently to ensure a smooth and efficient hiring process. Come join our team and be a part of our success story.
Are you ready to take the first step towards your dream job? Submit your resume or complete an online application today and start your journey towards success!