Housing Services Manager

Leadership and Management

Hire, train, direct, supervise, develop, evaluate, and performance manage the daily activities of staff in accordance with THC policies and directives.

Conduct regularly scheduled meetings, supervisions, and trainings to motivate staff for success, promote team building, create professional and technical skill development, and establish and maintain effective working relationships.

Ensure staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.

Hold staff accountable for high levels of performance, teamwork, and quality customer service.

Provide leadership, vision, and project direction that engender trust and respect.

Participate in the leadership activities of the department's management team and play a broad leadership role for the department.

Administration and Operations

Work with the department leadership to develop systems and procedures that improve the operations and services of the department, that foster program development, and that support the achievement of program objectives and outcomes.

Partner and coordinate within the department and with other THC departments to meet objectives and ensure comprehensive services.

Attend, participate in, and facilitate all meetings, as requested.

Evaluate existing policies and systems with the Department Director, as they relate to THC's Money Management and Modified Payment Program and Permanent Housing Programs and make recommendations for improvement.

Work with the Department Director to develop, improve, and manage the operations and services of the Housing Services Department as they relate to THC's Money Management and Modified Payment Program and Permanent Housing Programs.

Prepare for and participate in audits of the Money Management and Modified Payment Program by City and Federal Agencies, and all other contract(s) monitors.

Assist with the tracking and reporting of information as required by the Department of Homelessness and Supportive Housing (HSH) and other contract monitors, including but not limited to monthly, quarterly, and annual reports.

Respond to assigned grievances in a timely manner with an eye toward the agency's goal of decreasing homelessness.

Work collaboratively with the Director of Housing Services and Rental Accounts Manager to assist in the oversight of the administration of all annual and interim income recertifications.

Ensure staff accountability and closely monitor adherence to THC's Check Day protocols and procedures.

Coordinate and participate in the Galvin Apartments lottery, lease-up process, and annual recertifications in collaboration with the Mayor's Office of Housing and Community Development (MOHCD), ensuring compliance with program requirements and internal procedures.

Report and track all vacancies, monitor the referral process, and ensure the accuracy of the referrals database while supporting the overarching goal of prompt and streamlined vacancy-filling.

Collaborate with Property Management to ensure the consistent enforcement of payment plans, Pay and Stay Stipulation Agreements, and other known payment arrangements for clients residing in THC-managed and non-THC properties, while supporting THC's goal of maximizing housing retention. Oversee the delivery and return of CAAP benefits to ensure policy compliance.

Supervise and support staff in collaborating with other THC departments and THC's Money Management and Modified Payment Program partners to ensure effective communication, accurate documentation, and coordinated client services. Maintain and strengthen collaborative working relationships with property managers and supportive service providers at non-THC-operated properties to promote effective communication, coordinated client services, and housing stability. Coordinate and participate in regularly scheduled meetings that occur between THC and agency partners.

Maintain confidentiality of tenant/client records and concerns.

Perform other duties and special projects as assigned to support departmental and organizational goals.

Essential Qualifications

• Bachelor's degree in a social science or related field required. Master's degree in a social science or related field preferred. An equivalent combination of education and relevant experience may be considered. Must have a minimum of 2 years of experience in program management and administration.
• Must have a minimum of 2 years of experience training and supervising staff.
• Must have a thorough working knowledge of Microsoft Office Suite.
• Must have an ability to produce and analyze reports, and write business correspondence.
• Must have ability to effectively present information and respond to questions from groups of managers, employees, clients, and the general public.
• Must have an ability to read, understand, apply language, and make independent decisions based on policies, governmental regulations, technical procedures, and contracts.
• Must have demonstrated analytical, critical thinking, and problem-solving skills.
• Must have conflict resolution experience.
• Must have demonstrated customer service skills.
• Must be a proactive self-starter with the ability to take initiative, develop action steps/goals, and follow through on action steps to goal completion.
• Must be able to manage multiple projects with limited guidance in a fast-paced environment and meet strict deadlines with excellent attention to detail.
• Must have experience working effectively with diverse, low-income, homeless and/or formerly homeless population.
• Must have experience working within databases, and have excellent data entry skills.
• Must have knowledge of San Francisco landlord-tenant law and terms of tenancy.
• Must have experience working with clients with mental health and substance use issues.
• Must be able to perform basic math calculations with minimal mistakes.
• Must be able to understand rent pro-ration.
• Must have an understanding of a Harm Reduction model.
• Must read, communicate orally, and write in English.
• Must pass all post-contingency offer background checks, reference checks, and TB screening clearances.
• Experience working in non-profit or public sector strongly preferred.
• Knowledge of San Francisco resources strongly preferred.
• Bilingual skills preferred.

Required Behavioral Skills & Abilities

• Demonstrates passion, commitment, and behavior that are consistent with THC's Mission, Core Values, and Customer Service Philosophy.
• Demonstrates leadership qualities such as maintaining vision, expectations, and energy for positive improvement and results.
• Desires and has the ability to empower direct reports to achieve the agency's goals and carry out the Mission and Core Values of THC.
• Adapts well to change, and remains professional, respectful, and composed at all times.
• Must be mature, honest, dependable, and accountable.
• Establishes and maintains effective and appropriate relationships and boundaries, and communicates with clients, co-workers, and external parties in a manner that fosters respect and trust.
• Exercises good judgment in using and/or keeping information regarding clients, employees, and THC confidential.
• Works well independently, collaboratively, and as a team member.
• Follows instructions completely and asks for help and/or guidance from supervisors when needed.
• Has good time management skills and is punctual to work, THC meetings, and events.
• Refrains from actions that may result in conflict or may be determined as aggressive, threatening, or violent.
• Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with conviction and arrest records.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.