Resident Manager

Overview

Location:

Rockville, MD (Primary Work Location)

Salary Range: $70,000-$80,000 (Depending on experience)

About Victory Housing, Inc. Victory Housing, Inc. is the nonprofit housing development arm of the Catholic Archdiocese of Washington. Guided by Catholic principles, we provide housing opportunities for low- and moderate-income seniors and families, along with related services. For over 45 years, we have advanced our mission across Washington, D.C., and the Maryland counties of Calvert, Charles, Montgomery, Prince George’s, and St.

Mary’s. Our current portfolio includes 35 affordable and mixed-income communities with over 2,700 units, including six assisted living communities. Join our mission-driven team and help sustain our communities.

Position Summary

This position provides oversight and monitoring of the resident experience in Victory Housing, Inc.’s (VHI) senior and affordable housing rental communities, including resident customer satisfaction and efficacy of resident services programs. Centrally located at the corporate office while working with several communities, this position will work closely with the asset management team and third-party management companies’ Resident Services Coordinators. Additionally, this role is responsible for goal setting and monitoring, policy development and contract/grant management, including program compliance set by external funders, in connection with resident experience and services.

• Performance Oversight & Review
• Provide oversight of VHI’s life enrichment standards and prepare quarterly and annual community pulse reports.
• Define impact measures by using data and regular reporting as a tool for accountability and quality improvement. Establish and track progress toward completion of goals.
• Ensure that each community has a plan to facilitate consistent connections and communication between the residents and staff to ensure housing stability and positive experiences.
• Conduct evaluations of current resident engagement and services performance and evaluation reviews.
• Implement portfolio wide resident satisfaction survey and analyze results to identify portfolio-wide trends and training needs and coordinate regional learning opportunities.
• Conduct site visits with on-site resident services coordinators to ensure ongoing and successful resident engagement through resident needs assessments, informational meetings and community event planning.
• Review and report on resident services performance and outcomes at VHI communities and make internal recommendations on personnel, budget and programming.
• Develop initial resident engagement and services plans for new communities during the funding and development process.
• Consult & Support
• Consult with and support third party on-site resident service coordinators in the performance of outreach and the coordination of on- and off-site services, acting as a liaison as necessary with the various agencies or providers providing the targeted service(s).
• Field resident inquiries made to VHI and distribute appropriately. Provide guidance to asset management on escalated resident services issues; identify common themes to address on a policy level.
• Coordinate applications and awards for the VHI Heartship Fund for senior and affordable housing rental communities.
• Provide bi-annual training/update on VHI Heartship Fund program resources for third-party property management resident services coordinators and/or on-site staff.
• Communicate effectively with all stakeholders, orally and in writing; prepare clear, concise and comprehensive reports; handle interactions with courtesy, tact and sensitivity to the issues involved.
• Identify & Distribute Best Practices
• Identify and evaluate emerging local and national trends and best practice models of resident engagement and/or service programs for application for potential implementation in affordable housing communities including LIHTC and HUD 202communities.
• Assist in the development of portfolio-wide pilot programs and related tools and outcome measurements to expand program offerings designed to meet identified resident needs.
• Network & Fundraise
• Identify, develop and maintain…