Resident Services Manager for Senior Services

Job Description

Job Description:\n\nOVERALL JOB OBJECTIVES: \nThe Resident Services team provides support to 2100 households across 40 housing communities and will continue to expand services as BHP’s portfolio grows. Resident Services is central to the effective operations across all of BHP and supports the implementation of BHP’s Strategic Plan. The Resident Services team fosters healthy and thriving communities and promotes opportunity for residents through a combination of strategic programming and community partnerships. Resident Services focuses on housing stability, education, economic development and mobility, health and wellness, and population-specific services (older adults, people with disabilities, adults exiting homelessness, and families). \nReporting to the Director of Resident Services, the Resident Services Manager for Senior Services  is responsible for developing and implementing programs and services programs to support and improve the quality of life for senior residents, people with disabilities, and formerly homeless living in BHP’s housing communities. This position designs and implements supportive service programs at BHP’s housing sites to promote well-being and help all people thrive. Responsibilities include assessing individual and community strengths and needs, designing and implementing services to meet needs, providing case management to assist residents to meet goals. The Resident Services Manager for Senior Services supervises Resident Services staff members and volunteers. This position acts as a liaison between service providers and residents by providing information, referrals, and coordination of community services to assist residents in meeting their needs. \n\nHIRING RANGE AND BENEFITS: \n$65,000 - $80,000 DOQ \nApplications will be accepted through September 10th, 2026. \nWe know our employees are our most important resource, in addition to rewarding and meaningful work we enjoy: \n\n Medical, dental, vision health plans. \n\n Retirement benefits that include PERA defined benefit plan plus 401k and 457 plans. \n\n Paid life insurance. \n\n Employee wellness program. \n\n Paid Long term disability \n\n 13 paid holidays per year plus vacation and sick leave. \n\n Select Summer Fridays off (if applicable)  \n\n Excellent work-life programs, such as flexible schedules, training opportunities, and more. \n\n For more info please click here. \n\n \nCOMPETENCIES:\n\n Interpersonal Skills – Effectively manages and motivates staff with diverse backgrounds along with the ability to assess their strengths and weaknesses. Establishes and maintains effective working relationships based on mutual trust, respect, and cooperation. \n Peer Relationships – Can quickly find common ground and solve problems for the good of all, can solve problems with peers easily, gains trust and support of peers, encourages collaboration, can be candid with peers; \n Dealing with Ambiguity – can effectively cope with change, can shift gears comfortably, can decide and act without having the total picture, is not upset when things are up in the air, doesn’t have to finish things before moving on, can comfortably handle risk and uncertainty; \n Self-Knowledge – is personally committed to and actively works to continuously improve him/herself, understands that different situations and levels may call for different skills and approaches, works to deploy strengths, works on compensating for weakness and limits; \n Drive for Results - Can be counted on to exceed goals successfully, is constantly and consistently one of the top performers, very bottom-line oriented, steadfastly pushes self and others for results. \n Clinical Skills- Advanced clinical expertise. Able to conduct comprehensive assessments of residents’ physical, mental, economic, and social well-being. Understands systemic barriers that perpetuate disparities and can apply motivational interviewing and trauma-informed practices to support individuals to navigate resources and attain goals. \n Organizing – Can marshal resources (people, funding, material, support) to get things done, can orchestrate multiple activities at once to accomplish a goal, uses resources efficiently and effectively, arranges information and files in a useful manner. \n Customer Service – Provides exemplary customer service to applicants, residents, community partners, and co-workers. \n Customer Service – Commits to providing exemplary customer service. Able to show empathy, patience, and possess a positive attitude. Able to evaluate situations and find effective solutions. Unshakeable levels of professionalism, integrity, and confidentiality. \n Communication Skills - Able to convey verbally and in writing complex information in a professional, clear, and concise fashion using correct grammar and punctuation. Able to navigate conflict and have difficult conversations with staff, peers, and residents. Understands and practices the principles of active and effective listening. Strives to constantly improve communication skills. High level of attention to detail and accuracy. \n Time Management - Strong organizational and prioritization skills. Practices regular, predictable attendance. High level of attention to detail and accuracy. Self-motivated, proactive, and resourceful. \n\n \nESSENTIAL JOB FUNCTIONS: \n\n Work with the Director of Resident Services and other staff to develop and administer program work plans, program goals, and data collection processes for seniors. \n\n Manage the day-to-day operations of a Resident Services team and ensure work quality and adherence to established expectations and procedures. \n\n Collaborate with BHP staff, community leaders, and senior residents to define needs, strengths, and opportunities to meet program model goals and objectives. \n\n Research and develop strategic partnerships with local service providers, schools, and organizations to support the provision of service-enriched housing with programs and services that support residents to stay stably housed, age in place, engage in enrichment opportunities, and foster healthy communities. \n\n Coordinate and implement resident programs and services aimed at fostering supportive, thriving communities, and helping residents achieve their goals. \n\n Support strong interdepartmental collaboration with Resident Services, Property Management, and Maintenance to facilitate resident and community success. \n\n Provide training, supervision, direction, and evaluation for Resident Services Coordinators, Life Enrichment and Volunteer Coordinator, possible interns, and volunteers (from a trauma-informed lens) to ensure high performance of job duties. \n\n Provide strengths-based case management to program participants safely aging in place, economic stability, and the resolution of lease compliance issues in complex situations. \n\n Assist property managers with lease compliance and community issues; collaborate with BHP site-based inter-departmental teams of Property Management, Maintenance, Resident Services staff to maintain the property in excellent condition, and to resolve community, maintenance, and resident issues. \n\n Maintain an advocate role with residents and outside agencies; assist residents to overcome barriers in accessing needed resources. \n\n Serve on community planning boards and participate in professional organizations representing BHP when appropriate. \n\n Perform related duties as assigned to support departmental and organizational needs. \n\n Regular, predictable attendance is an essential function of this position. Regular schedule may vary based on program needs and may occasionally include evening or weekend activities and events. \n\n Demonstrate professionalism, integrity, and excellent customer service. \n\n Support BHP’s mission, values, and safety standards.\n\nREQUIRED QUALIFICATIONS:\n\n Proven leadership and supervisory skills necessary to support Resident Services operations through a period of growth; be a motivator; a great communicator; a hands-on supervisor; and a skilled case manager. \n\n Ability to foster and maintain strong collaborative partnerships with community non-profits, government organizations, and volunteer groups. \n\n Ability to work with diverse older adults who have experienced homelessness, substance use disorders, and other traumatic experiences. \n\n Ability to engage residents to foster safe, connected, healthy communities. \n\n Ability to work independently and to assume responsibility for completion of complex workload without close supervision. \n\n Demonstrated time management and organizational skills. \n\n Ability to work independently and assume responsibility for completion of complex workload without close supervision. \n\n Interpersonal skills necessary to resolve resident and staff issues. \n\n Bilingual (English/Spanish) written and oral communication skills preferred to effectively work with BHP residents, housing applicants, and staff. \n\n Strong customer service skills. \n\n Strong computer skills including Office 365, case management tools, and grant reporting. \n\n \n2. Knowledge of: \n\n Economic and social issues that impact low-income residents. \n\n Protective factors that support healthy communities, including access to health and wellness programs and in-home services, enrichment opportunities, safe living spaces, and strong social support networks. \n\n Principles and processes for building community. \n\n Principles in creating and supporting work groups/teams. \n\n Principles and practices of supervision, training, and performance evaluation. \n\n Community resources available to low-income residents, including federal, state, and local benefits such as Medicaid, Medicare supplemental plans, Old Age Pension, Social Security Income, Social Security Disability Income, Home and Community-Based Services, etc. \n\n Techniques used in working with the mentally, physically, socially, and economically disadvantaged. \n\n Modern office procedures, methods and equipment including computers and supporting word processing and spreadsheet applications. \n\n Methods and techniques of resolving resident issues. \n\n \n \nEDUCATION AND EXPERIENCE GUIDELINES\nAny combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: \n1. Education: \nBachelor's degree from an accredited college or university with major course work in social work, human services, counseling, or a related field. Master’s degree in social work or related field preferred. \n2. Experience: \nFive to ten years of increasingly responsible social work experience including supervisory responsibility. Bilingual in Spanish/English preferred but not required. \n3. License or Certificate:\nAbility to travel between BHP housing communities and other work-related locations throughout the City of Boulder. If operating a motor vehicle on BHP business, must possess a valid driver's license and maintain an acceptable motor vehicle record in accordance with BHP policy. \n \nCHAIN OF SUPERVISION: \n (1) TITLE OF IMMEDIATE SUPERVISOR: Director of Resident Services \n (2) TITLE(S) OF POSITION(S) OVER WHICH THIS POSITION HAS DIRECT SUPERVISION: \n\n Resident Service Coordinators \n\n Life Enrichment and Volunteer Coordinator \n\n \nWORKING CONDITIONS: \nPhysical Demands: This position works at housing sites and occasionally in an office setting. At housing sites there may be an occasional need to lift up to 25 pounds and to work in inclement weather. This position may involve some travel between the BHP central office and housing sites. In the office it is primarily sedentary physical work requiring the ability to lift a maximum of 25 pounds; occasional lifting, carrying, walking, and standing; frequent hand/eye coordination to operate personal computer and office equipment; vision for reading, recording, and interpreting information; speech communication and hearing to maintain communication with employees and residents. \nWork Environment: At housing sites, throughout the city of Boulder, you may on occasion encounter fumes and/or loud noise. Works in a clean, comfortable environment in the office. \nEquipment Used: Frequently uses standard office equipment including personal computers, calculators, printers, fax and copy machines. \n\nMACHINES AND EQUIPMENT USED IN WORK INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING: \nPersonal vehicle, personal computer, telephone, photocopy machine, facsimile machine, and calculator. \nThe physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. \nBHP is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, creed, national origin, ancestry, disability, military status, genetic information, marital status, or any other status protected by applicable state or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.