Resident Services Manager

PROGRAM DESCRIPTION

CHIP's Resident Services Program offers health, education, recreation, and technology activities along with civic and community engagement and leadership opportunities for the residents of our rental properties. The purpose of our Resident Services Program is to support our residents to maintain stable tenancy, pursue long-term goals, enhance their quality of life, and build community. Programming is offered by CHIP staff and in partnership with local agencies and volunteers.

Resident Services is critical in fulfilling CHIP's mission to improve the lives of residents. Our vision is to create safe, sustainable communities that enhance our residents' physical and mental well-being. The Resident Services program works closely with CHIP's Property Management, Asset Management, and Rental Housing Development programs.

The Resident Services Manager provides strategic leadership and oversight for the Resident Services Department. This dynamic role supervises a team of Resident Services Coordinators and Specialists, ensuring high-quality, culturally responsive programming across CHIP’s rental property portfolio (19 rental properties). The Manager will develop departmental goals, foster partnerships with community organizations, and collaborate with internal teams to support successful tenancy and community building.

This position plays a key role in program evaluation, staff recruitment and development, and aligning Resident Services initiatives with CHIP’s mission and strategic priorities.

• Be a champion of CHIP’s mission and programs at every opportunity.
• Directly supervise Resident Services staff, providing coaching, performance feedback, and professional development.
• Foster a collaborative team environment focused on innovation and resident engagement.
• Lead recruitment and hiring efforts for Resident Services team members, including developing job postings, screening candidates, conducting interviews, and coordinating onboarding to ensure a skilled, mission-driven workforce.
• Serve as liaison between Resident Services and other CHIP departments.
• Collaborate with community agencies, including attending meetings to advocate for CHIP and the needs of its residents.
• Help plan and set strategic vision and goals for the Department.
• Establish standard operating procedures for the Department and program delivery to ensure consistency and reliability of services.
• Identify and implement Department and program efficiencies.
• Ensure service commitments and grant commitments are met on time.
• Approve program and grant‑related expenditures and maintain accurate budget tracking to ensure all programs and grants remain within established financial guidelines.
• Help develop clear, compelling communications that highlight the Department’s initiatives and demonstrate their impact on the community, tailored for both internal and external audiences.

• Lead the research, planning, design, and implementation of social, wellness, and educational programs that meet the diverse needs of CHIP residents.
• Ensure programming is culturally appropriate and aligned with CHIP’s mission.
• Ensure the Department proactively identifies and addresses residents’ evolving needs by implementing regular feedback mechanisms, monitoring trends, and adapting programs and resources to promote stability, well‑being, and community engagement.
• Regularly evaluate and provide feedback to Resident Services staff on programs, identifying areas of improvement.
• Identify professional development opportunities for Resident Services staff that strengthen the Department’s ability to deliver quality programming.
• Oversee development and implementation of on‑site service commitments, resource guides, and outreach plans for all rental properties.
• Oversee the implementation of grant‑related services and programming and ensure compliance with grant budgets and timelines.

• Lead the Department in building, maintaining, and deepening trusting partnerships with community‑based service providers.
• Attend community‑based and agency‑related…