JOB SUMMARY
The Residential Services Manager (RSM) is part of an onsite permanent supportive housing (PSH) team that is committed to supporting the well-being of residents. This role ensures that there is a staff presence in the building 24/7 and helps to foster a sense of community. They are responsible for maintaining high quality service delivery of programs based on the values inherent in Plymouth’s mission, the principles of cultural proficiency, the tenets of harm reduction and trauma informed care, and the ‘housing first’ philosophy. The RSM provides support, direction, and oversight to the teams that work most closely with the residents, and ensures high quality, positive and cohesive resident-based interactions and strategies and oversees the). Must be available to work swing, overnight or weekends, as needed.
SCHEDULE: Work week includes one weekend day and may include but not limited to some evenings or early mornings; the willingness to work select holiday mornings and may be on call at times.
This is a regular, full-time benefitted position.
OPENING #1
LOCATION: Pacific Apartments (317 Marion St., Seattle, WA 98104)
OPENING # 2
LOCATION: Plymouth Place (94 Bay St. N, Seattle, WA 98121)
OPENING # 3
LOCATION: Eastgate
ESSENTIAL JOB FUNCTIONS
(Responsibilities, accountabilities, and competencies; may not include all duties of this job)
LEADERSHIP AND TEAMWORK
- Practices a cooperative work approach and promotes teamwork among staff and co-workers.
- Collaborates with SD to organize and coordinate team meetings for ongoing and ad-hoc groups relating to projects.
- Ensures clear and frequent communication across staff and teams, including outcomes and actions from team meetings, building events, tenant activities.
- Provides support, guidance, and oversight to volunteers/interns as needed.
- Proactively works to ensure harm reduction and housing first through evidenced-based models.
TENANT RELATIONSHIPS AND WELL BEING
- Works cooperatively with behavioral health components and providers to assist residents in reaching emotional wellness and stability.
- Cultivates a collaborative team that focuses on the residents’ well-being and provides support services that improve their quality of life.
- Builds and maintains effective and professional relationships with residents.
- Maintains a safe, supportive, and inclusive living environment where residents can thrive.
- Promotes a trusting resident/staff relationship wherein residents are encouraged to provide honest feedback regarding their housing and staff interactions.
- Ensures tenants receive quality case management services and that services address tenant barriers to meeting their goals, including direct tenant support in challenging circumstances when necessary.
- Assists Site Director (SD) with the investigation and resolution of resident concerns and complaints.
- Helps SD with crisis intervention and mediation for conflicts among residents.
- Informs SD of any issues which violate the terms of the resident lease and collaborates on options for resolution.
- Serves as back-up to SD during their absence.
- Serves as back up for Housing Case Managers during absences to ensure continuity of care.
- Attends resident and community meetings as needed.
BUILDING MANAGEMENT, OPERATIONS AND SAFETY
- In the SD’s absence, manages the daily operations of the site, including ensuring adequate staff coverage.
- Responds to incidents of Hate Speech by Staff or Tenants as outlined in the Hate Speech Policy as well as the Operations Manual.
- Supports all building staff to provide a safe, sanitary environment in the buildings for tenants and staff, and ensures building security is maintained 24 hours a day.
COMMUNITY KNOWLEDGE AND COLLABORATION
- Develops and maintains a thorough knowledge of eligibility and benefits provided by public and private financial assistance and health care programs to assure that resident needs are met, and their rights are maintained.
- Maintains communication and coordination with site-based partners to coordinate services and problem solve issues.
- Coordinates with internal Behavioral Health and building teams to ensure cohesive tenant services that support tenant housing stability.
- Maintains familiarity with local community of service providers and various income, medical and other services available to homeless and formerly homeless individuals.
- Works collaboratively with PSH team, property management team, and community partners to maintain resident stability and housing.
SUPERVISORY
- Supervises and supports staff to include but not limited to hiring, orientation, mentorship, evaluates and recommends personnel actions in accordance with established policies and procedures.
- Holds weekly coaching meetings with staff to promote coordination and accountability and resolve issues.
- Empowers direct reports
- Establishes clear expectations for direct reports’ individual performance and outcomes consistent with strategic organizational goals; holds staff accountable for meeting expectations.
- Ensures new staff receive comprehensive orientation and training and identifies and supports staff ongoing training needs including regular training in conflict resolution, emergency response, health and safety precautions, and training in Plymouth policies and procedures, various software and systems for job functions.
- Develops staff competency and commitment to principles of Motivational Interviewing, housing first, harm reduction, trauma informed care, and relationship-based care.
- Ensures continuity of the PSH function and service in times of staff absence.
- Communicates emerging issues in a timely manner to SD.
- Harm reduction oversees cohesive implementation of the Housing Service Plan Guiding Resident Specialist and HCM engagement with tenants.
ADMINISTRATIVE AND QUALITY
- Monitors daily log entries in property management software to stay updated on issues, trends, and matters needing immediate attention.
- Uses property management software as a tool to oversee both grant compliance and effective follow-up and communication from direct reports.
- Maintains accurate records and collaborates in the preparation of reports, as required by funders, in an accurate and timely manner.
- Reviews and approves credit card expense reports and timesheets to accuracy and adherence to Plymouth protocols.
- Monitors and assures quality of housing case management services and staff documentation in resident files and property management software database.
- Participates in Plymouth committees and workgroups as appropriate.
ESSENTIAL JOB QUALIFICATIONS
(Any equivalent combination of knowledge, skills, abilities, education, and experience)
EDUCATION: Bachelor’s degree in a Human Services, Social Work or related field or an equal combination of education or relevant work experience.
EXPERIENCE:
Minimum of Four (4) years of work experience in case management, housing, or homeless services, or similar work in a client service setting.
Minimum of two (2) years supervisory experience.
LICENSING REQUIREMENTS: Valid Washington State Driver License and fully insurable driving record.
KNOWLEDGE, SKILLS AND ABILITIES:
- Demonstrated commitment to diversity, equity, and inclusion in providing services to tenants and Plymouth staff. Able to communicate and work effectively with a diverse group of voices in support of Plymouth’s goal of being an anti-racist organization.
- Able to communicate and work effectively under stressful conditions with people who are economically disadvantaged, mentally ill, or experiencing trauma or substance effects.
- A competent working knowledge and comfort with Microsoft Office applications (Word, Excel, Power Point, Access, Outlook, Teams, and Zoom) and ability to work efficiently and effectively with customized databases and technology, and conduct Internet research.
- Familiarity with case management principles and practices.
- Excellent written and verbal communication skills.
- Good organizational skills with ability to prioritize effectively and meet deadlines in a professional manner.
- Meticulous attention to detail.
- Ability to develop and sustain successful relationships with community agencies.
- Commitment to quality assurance practices.
- Proven group training and facilitation experience.
DESIRED QUALIFICATIONS:
- Experience using a client information database for quality insurance, program planning, grant compliance or management reporting is desired.
- Experience supervising a unionized workforce is desired.
- Experience working in Permanent Supportive Housing is desired.
- Knowledge of mediation and customer service is desired.
Required Skills
Required Experience