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Program Manager, Resident Service

Full Time

San Francisco, CA, USA

Job Title: Program Manager, Resident Services

Location: San Francisco

Department: Resident Services

Reports To: Director of Resident Services

Job Status: Exempt, Full-Time

Compensation: $75,000.00 to $80,000.00 per year, DOE; medical, dental, vision & retirement plan To Apply: Send cover letter and resume to

Note: Vaccination against COVID-19 is not a requirement of the job, but it is optional and strongly recommended

About the Role


This position supervises Resident Services department staff – who may be based at either Mission Housing’s Main Office or assigned housing site – and the Services operations to achieve goals within available resources; plans and organizes workloads and staff assignments; trains, motivates, evaluates and disciplines; if needed; reviews progress; and directs changes, as needed.

Essential Functions:

To perform this job successfully, an individual must be able to satisfactorily perform the essential duties listed below:

· Provides leadership and direction in the development of short- and long-term plans; prepares data for studies, reports and recommendations; coordinates site activities with other departments, organizations and agencies as needed.

· Manages and expands partnerships with service providers for efficient implementation of programs at Mission Housing properties, acting as liaison to community partners such as educational institutions, community-based organizations, government agencies and other non-profit organizations.

· Is directly responsible for assuring compliance with grant, contract and regulatory agreements and maintains all associated records.

· Prepares staff reports and attends Mission Housing Services and Operations meetings.

· Performs general management duties for Associate Director of Resident Services or Department Head, as assigned.

· Meets regularly with Associate Director of Resident Services and Department Head, providing updates and status reports pertaining to tenant services/programs and anything concerning to the sites that the Property Management is responsible for; also, leads weekly meetings between Mission Housing Staff, Property Management and any other third supportive services parties.

· Ensures Mission Housing policies and procedures are enforced, when applicable; lead by example.

· Leads weekly meetings with RSCs providing support and implementing individualized work plans with coordinators.

· Hires, coaches and trains new hires and current RSCs.

· Is responsible for compliance, submission of Annual Performance, AMR, and renewal of Grants when applicable.

· Participates in Mission Housing’s fundraising activities.

Community Resources:

· Identifies the strengths of residents for asset-building and personal development as well as their needs for supportive services.

· Meets with residents on an individual and as-needed basis to establish work plans and documents progress.

· Researches, identifies, and links residents with resources such as rental assistance, transportation, adult education, health services, and employment assistance.

· Maintains confidential records of resident interactions and referrals made.

· Establishes relationships with government and community service providers.

· Informs and assists residents with obtaining benefits such as SSI, Medicare, food stamps, and prescription drug assistance.

· Works closely with Property Management staff to identify specific supportive needs as related to housing stabilization, lease violations, behavior and mental health issues, annual recertifications and housing retention.

· Provides community resource information to new residents upon move-in.

· Compiles information and eligibility requirements for neighborhood and City-wide resources.

· Organizes community resource displays with information and applications.

· Represents Mission Housing as liaison at community roundtables, forums, networking meetings, conferences and /or action groups.

Programs and Activities:

· Implements core programs and services objectives outlined in the Resident Services Program model, along with services required via regulatory and grant agreements.

· Explores and provides on-site educational speakers, workshops, and activities about health issues, financial literacy, computer training, job searching, and other life skills.

· Works with Property Management to schedule and coordinate the usage of Community Room space and oversees programs and activities conducted within the space.

· Schedules regular and ongoing meetings with property management property supervisors.

· Recruits and supervises volunteers to assist with programs such as the community food pantries, job and health fairs and other types of community-building activities, programs and events.

· Assists residents in building informal support networks with other residents, family members, and friends.

· Creates opportunities for residents to get involved with community activities.

· Coordinates resident training for leadership roles, such as developing and implementing beneficial programming.

· Organizes on- and off-site community-building events.

· Encourages and supports residents in the formation of on-site groups such as Resident Councils, building safety monitors, and social clubs.

· Actively supports the democratically-elected Resident Council.

· Mediates disputes between residents or refers parties to mediation services such as Community Boards.

· Exchanges resources with other Resident Services staff and collaborates on programs and community-building activities as appropriate.

· Produces a monthly calendar of events and activities.

· Performs other duties as considered appropriate and consistent with the mission of Mission Housing, including working at occasional community-building activities, programs and events, as needed, during or outside regular business hours.


· Working in close coordination with the Associate Director of Resident Services or Department Head and RSC staff to research and develop a performance evaluation model for the Resident Services Department.

· Acts as a liaison between staff, property management and the Associate Director or Department Head to facilitate and promote communication/cooperation and exchange of resources.

· Oversees exchange of partnerships between program and service providers at Mission Housing sites.

· Supports and trains staff on implementation of record-keeping for resident services and outcomes.

· Pursues, develops and implements collaborations with outside service providers and agencies in bringing direct services to Mission Housing’s housing communities.


· Maintains timesheets for direct reports, service reports, grant reports, activities budgets, resident files, and required paperwork.

· Maintains collaborative relationship with Property Management staff and actively participates in site staff meetings to address property needs and resident issues.

· Works with the staff to budget funds for resident services on an annual and monthly basis.

· Attends monthly networking meetings to share funding and program ideas with other housing and service providers as well as the Resident Services Department Meetings and Mission Housing Staff Monthly Meetings.

Required Skills and Qualifications:

· Bachelor’s degree in Social Work or related field or 3 years’ experience in community services coordination and social service delivery -- particularly as program management or overseeing multiple programs and staff.

· Experience working with formerly homeless individuals, seniors and families with various income levels.

· Ability to constructively work with people with mental health, substance use, disability, and legal issues.

· Knowledge of Federal and State benefits programs and local services.

· Demonstrated skills in leadership and community building.

· Excellent interpersonal skills including proven ability to work effectively with people of diverse backgrounds.

· Experience in program design, implementation, and evaluation.

· Ability to articulate ideas clearly and professionally -- in written and verbal form.

· Ability to work independently and as part of a team.

· Ability to maintain confidentiality of sensitive information.

· Ability to follow through and complete job duties.

· Proficiency in MS Word, Excel, Internet, and Outlook.

· Professional commitment to the mission of Mission Housing Development Corporation.

· Candidates should possess a valid CA Driver’s License and present a clean driving record.

· Multilingual is a plus.

Physical demands:

· While performing the duties of this job, the employee is regularly required to sit; use hands; reach, talk and hear. The employee is occasionally required to stand, walk and drive.

· The employee must occasionally lift and/or move up to 25 pounds.

Work environment:

· The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· The noise level in the work environment is usually quiet to moderate. However, construction sites may be noisy and appropriate measures should be taken to protect hearing and health on job sites.

**Disclaimer: The employer reserves the right to change or assign other duties including rotating sites if necessary.

Mission Housing Development Corporation is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, ethnic background, religion, sex, sexual orientation, age, national origin, or disabilities. Please let us know if you need any special accommodations. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Please let us know if you need any special accommodations.

Mission Housing Development Corporation is a drug free work place as required by the “Drug-Free Workplace Act of 1988”

Compensation: $75,000.00 to $80,000.00 per year, DOE; medical, dental, vision & retirement plan

To Apply: Please email resume and cover letter to

About the Company

About Mission Housing:

Mission Housing Development Corporation is a private non-profit housing developer founded in 1971. Mission Housing develops high-quality, well-managed, affordable, sustainable communities that promote the self-sufficiency of low and moderate income families, seniors, and persons with diverse needs and offers technical assistance to service providers to help them develop affordable housing that meets the needs of special populations with a comprehensive vision of community. We own approximately 44 affordable housing buildings serving over 3,300 families and individuals with diverse ethnic and cultural backgrounds in San Francisco.

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