Resident Services Manager

Open Until Filled Class Title Resident Services Manager Position Title Housing Manager Accountable To Resident Services Senior Manager Department Resident Services Band C Grade 5 Subgrade 1 Come join one of the nation’s highest ranked housing agencies. Be a part of an innovative and creative team of individuals committed to serving the community by providing affordable, quality housing. The St. Paul Public Housing Agency (PHA) has been serving the community for over 45 years. St. Paul PHA is an independent agency that owns and operates affordable rental housing for low-income families and individuals throughout the City, with subsidies from the U.S. Department of Housing and Urban Development (HUD). The PHA provides approximately 4,273 affordable rental units in hi-rise buildings, townhomes, and scattered site single family and duplex homes. The PHA administers 5,242 Housing Choice Vouchers, paying over 45 million annually in federal rent subsidies to private owners who rent units to eligible families and individuals with very low incomes. Mission Statement The PHA helps families and individuals with low incomes achieve greater stability and self-reliance by providing safe, affordable, quality housing and links to community services. Employment Benefits The PHA offers a generous employee benefits package. The standard package includes paid vacation and sick leave; eleven paid designated holidays and two paid floating holidays; health and dental insurance coverage; and an employer pension contribution equal to 7% of employee's salary (employee contributes 5%). Additional benefits vary by contract or Supervisory and Confidential (S&C) policies. Class Summary Incumbents are responsible for supervising other supervisors and for managing and coordinating activities related to resident and participant eligibility and program administration in public housing. Distinguishing Characteristics The Resident Services Manager is the third level of a three-level resident series and is distinguished by its responsibility for supervising other supervisors and for managing and coordinating activities related to resident eligibility in public housing. Position Summary Incumbents are responsible for supervising Assistant Housing Managers, Human Service Coordinators and administrative support staff and for maintaining and managing day-to-day operations of the buildings and developments assigned to them and to their Assistant Managers. Duties Supervises professional, technical and/or administrative staff by assigning, monitoring and evaluating work; providing direction, coaching and advice; establishing goals; making, hiring, disciplinary action work plans and termination recommendations; determining training needs; ensuring Housing Agency and HUD policies and procedures are understood and enforced; and, maximizing teamwork to meet PHA goals and objectives. Performs lease enforcement duties to include: assuring that new residents are oriented to PHA lease and obligations, have knowledge of services available, participate working with diverse resident populations; modifying procedures in response to changing need; monitoring lease compliance in all areas, notifying residents of lease violations and possible consequences, assuring that files are fully documented to support actions and referrals to assist residents to avoid terminations, determining when lease termination action is necessary and preparing lease termination notices, submitting notices for legal review, conducting and writing up informal settlement conferences, working with legal staff to prepare grievance and court hearings, and testifying at hearings and in court for the PHA. Performs property management duties in PHA-owned properties to maximize occupancy rates and resident satisfaction, and to control expenses to the extent possible to include: performing building, grounds and unit inspections and necessary follow-up actions with residents to ensure they maintain property, preparing damage reports, scheduling repairs, initiating resident transfers, completing and managing occupancy transfer waiting list, preparing purchase requests, approving purchases and payments, recommending capital improvements, responding to building and community emergencies. Assures that the work unit provides appropriate customer service and marketing of vacant units. Makes appropriate referrals to human services staff to assist residents in meeting human service needs and resolving crises. Provides problem-solving and conflict resolution with staff, individual residents and resident groups, service providers, community organizations and other city departments. Works with Resident Councils to share relevant information and respond to concerns. Markets resident self-sufficiency initiatives such as employment programs and other specially funded initiatives. Coordinates with resident initiatives work unit to provide space and facilitate resident use of programs. Maximizes PHA operating income through collection efforts and appropriate implementation of HUD regulations regarding rent and other charges. This includes monitoring staff actions to complete interim and ACO/AR rent redeterminations in a timely manner, documenting all rent termination actions and efforts to resolve them, assessing appropriate charges other than rent and conducting grievance hearings regarding charges, negotiating appropriate repayment agreements with residents, and providing information and initial collection efforts for residents vacating owing money to the PHA. Coordinate and work with other divisions within Resident Services and all other PHA departments to achieve PHA goals and PHAS/REAC standards including communicating information to and from resident councils, monitoring staff procedures to enter work orders into the PHA system, participating in interdepartmental work groups, and developing meaningful resident input processes in large renovation programs. Completes all required statistics and reports accurately and on schedule to maintain an accurate data base reflecting program operations such as gathering data and preparing a variety of records and reports related to areas to include property inspection, accident reports, transfer needs, property damage reports, and termination reports. Where applicable, manages Community Center or common areas of hi-rises in a manner that maintains high standards of property upkeep and safety and maximizes use of space to best serve residents. Work with agencies, organizations, neighborhood groups, advocates and community issues outside of the PHA including: representing the PHA at meetings, providing information on PHA policies and services, negotiating solutions to problems, assessing and reporting changing resident needs for services, and evaluating existing services to residents for resident participation and satisfaction. Addresses staff and resident safety and security issues, recommends safety alternatives to work environment and training needs of staff. Must abide by all Board approved policies, policies prohibiting discrimination and harassment, executive communications, administrative procedures, and safety procedures established by the PHA. Must travel to various PHA sites and other locations that are required by the nature of the work. Performs other duties of a similar nature or level. Requirements Knowledge (position requirements at entry) Knowledge of: Property management practices; HUD rules and regulations; Laws governing rental property and tenants’ rights; Various community organizations and support services; Project planning techniques; Public administration principles. Federal and state law regarding reasonable accommodations of disabilities and EEO requirements; Cultural differences. Skills (position requirements at entry) Skill in: Supervising and evaluating staff; Managing and enforcing lease agreements; Providing customer service to a wide variety of residents; Resolving problems/negotiating solutions; Dispute resolution; Responding to emergencies; Working with community groups and maintaining effective public relations; Using a variety of office equipment including copiers, fax machines, and calculators; Using computers and related software applications; Preparing and giving reports and making presentations to groups; Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction. Required Qualifications Education: BA degree in Housing, Public Administration, Business Administration in relevant field. Experience: 3 years of experience at the B Band level or above in housing, real estate management or related field. Additional relevant experience or education can substitute for the required qualifications. Preferred Qualifications Education: Relevant graduate degree. Public Housing Manager Certification; The ability to pass and receive certification on the Multifamily Rent Calculation and Multifamily Housing Specialist certification within a year of hire. Experience: 4 years of relevant experience. Demonstrated experience working with ethnically, culturally and economically diverse populations. Supervisory: Some supervisory or lead worker experience Licensing Requirements (position requirements at entry) Valid Driver’s License/Vehicle Physical Requirements Light Work (Exerting up to 20 pounds of force occasionally, or up to 10 pounds of force frequently, or a negligible amount of force constantly to move objects. Even though the weight lifted may be only a negligible amount, a job should be rated light work: [1] when it requires walking or standing to a significant degree; or [2] when it requires sitting most of the time but entails pushing or pulling of arm or leg controls; or [3] when the job requires working at a production rate pace entailing the constant pushing or pulling of materials even though the weight of those materials is negligible.) (For Complete physical requirements see “Physical Demands Job Analysis” on file.) #J-18808-Ljbffr