Director of Resident Services
Job Description
Job Title: Director of Resident Services
JD#: E10
Department: RESIDENT SERVICES
Reports To: Deputy Executive Director
FLSA Status: Exempt
Approved Date: 2021
JOB SUMMARY
This is advanced professional and managerial work directing, planning, and monitoring the Resident Services department. Work includes developing, implementing, and monitoring programs to improve the quality of life for residents in public housing and participants of the Housing Choice Voucher Program (HCVP) and encourage their social and economic self-sufficiency. Work involves setting and monitoring departmental long and short-term goals and objectives, policy development, budgeting, grant writing, contract management and fundraising to establish an effective network of referral and support systems for the provision of elderly, children, adult, and family services. Responsibilities include assuring compliance with HUD regulations as well as oversight of appeal and hearing functions.
ESSENTIAL FUNCTIONS
Essential Duties and Responsibilities
The duties listed below illustrate of the various types of work that may be performed. The omission of specific statements regarding duties does not exclude them from the position if the work is similar, related, or a logical assignment in association with this position. Undertakes and performs the following and all other work-related duties as assigned.
- Plans, organizes, assigns, directs, trains, and evaluates subordinates.
- Establishes annual and multi-year department goals; develops, evaluates, and revises programs; researches county-wide trends and best practice models; assesses resident needs and analyzes relevant data; creates programs related to department goals and available funding; establishes program expectations and outcomes.
- Develops and administers the budget; establishes program timelines; procures service contracts; reviews and authorizes contracts; develops and evaluates reports that measure progress; reports progress to relevant parties; reviews successes/challenges with contracted partners; negotiates and renews contracts; ensures compliance with regulations.
- Reviews available funding opportunities; coordinates funding strategies and responsibilities with partner agencies; reviews and approves grant applications; establishes funding strategy to support existing resident service programs and new initiatives; identifies new funding sources relevant to resident service programs and goals; monitors budgets and prepares and submits reports.
- Develops and implements policies; evaluates the impact of changes; identifies issues that require policy changes; schedules meetings with appropriate staff; collects supporting data and other relevant information; establishes timelines for policy implementation; delegates responsibilities to participating staff; prepares necessary documentation; presents recommendations to senior staff, Board, residents and other community stakeholders; notifies impacted parties of changes.
- Resolves residents' problems and conflicts relating to housing; addresses resident complaints through meetings and phone conversations; provides guidance to staff working with difficult residents; identifies common themes to address on a policy level; recommends executive exceptions; works to prevent evictions.
- Prepares reports and presents Authority information to residents and community stakeholders; prepares site visit materials, agendas and conducts site tours; participates in the development of area wide strategies and initiatives.
- Oversees specific resident program such as the Family Self-Sufficiency program and the Resident Opportunity and Resident Opportunities and Self Sufficiency grant program and other Resident Services programs.
- Interacts with the PHRC Resident Council organizations.
SUPERVISORY RESPONSIBILITIES
The Director of Resident Services receives instructions primarily from the Deputy Executive Director. Normally, the employee plans and carries out work activities with minimal supervision and independently resolves problems that arise. The employee receives specific instructions when problems are brought to the attention of the supervisor and when the supervisor is contacted by the employee for direction. The employee's work is spot-checked for appropriateness and effectiveness.
The employee gives general oral and written assignments to the Resident Services department subordinates. Normally, the employee identifies what needs to be done and indicates the priorities, deadlines, and resources available. The employee monitors the work of subordinates for achievement of objectives.
QUALIFICATIONS AND COMPETENCIES
Behavioral Competencies
The qualifications and competencies required to perform the duties and responsibilities of this classification are:
Job Knowledge: Exhibits requisite knowledge, skills, and abilities to perform the position effectively. Demonstrates knowledge of policies, procedures, goals, objectives, operational entities, requirements, and activities as they apply to the assigned organizational entity of the Authority. Uses appropriate judgment & decision making in accordance with level of responsibility.
Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition.
Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors, and measures the needs of both internal and external customers; talks and acts with customers in mind. Recognizes work colleagues as customers.
Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing. Demonstrates attention to, and conveys understanding of, the comments and questions of others; listens effectively.
Initiative: Proactively seeks solutions to resolve unexpected challenges. Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.
Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; does fair share of work.
Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.
Leadership: Provides direction by clearly and effectively setting course of action for department and subordinates; manages performance by providing regular feedback and reinforcement to subordinates.
Job Competencies
1. Work requires considerable knowledge of:
a. The theory, principles and practices in the design, implementation, and evaluation of individual and family supportive services programs; principles and practices of service delivery design and program evaluation.
b. Practices and techniques in building community collaboratives.
c. Theory, principles and practices of social service counseling, case management and crisis intervention.
d. Ethical and legal obligations regarding confidentiality, child, and adult protective issues.
e. Local, state, and federal law and regulation applicable to the design and delivery of self-sufficiency and supportive service programs.
f. The community, its resources, and dynamics applicable to the delivery of Authority's programs.
g. Administrative research and analysis methods and techniques; dispute resolution and mediation methods and techniques.
h. Principles and practices of budget development and administration; principles and practices of effective program management and supervision.
2. Work also requires the ability to:
a. Understand, interpret, explain, and apply detailed and complex regulations, policies and procedures governing the design, development, funding, and administration of resident service programs.
b. Collect data, evaluate alternatives, and develop sound conclusions and recommendations.
c. Organize work, set priorities, and exercise sound independent judgment, consistent with Authority and department missions and applicable policies and guidelines.
d. Plan, develop and maintain innovative and multi-disciplinary partnerships with governmental and community organizations to design and deliver programs; represent the Authority effectively in making presentations and conducting meetings with program services.
e. Communicate effectively, orally and in writing; prepare clear, concise, and comprehensive reports; handle interactions with courtesy, tact and sensitivity to the issues involved.
f. Deal effectively with a diverse client and customer group, culturally and ethnically; establish and maintain highly effective and courteous working relationships with residents, Authority staff, public and private agencies, and social service organizations.
EDUCATION AND EXPERIEINCE
Bachelor's degree in Business Administration or Social Sciences; a Master's degree with major course work in Business Administration or Social Sciences is preferred. A minimum of ten (10) years' professional experience in development and administration of inter-Authority social services is required. A similar equivalent combination of education and experience may be considered.
CONTACTS
Work requires frequent contact with members of the senior staff to make policy decisions, develop joint initiatives, plan programs and presentations, advocate on behalf of staff, request staff or equipment and set mutually beneficial administrative processes for staff; with residents; and, with service providers and counterparts at other regional housing agencies.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Incumbent(s) must be able to meet the physical requirements of the classification and have mobility, balance, coordination, vision, hearing, and dexterity levels appropriate to the functions performed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed primarily in an office environment with occasional travel. The incumbent frequently uses standard office equipment including personal computers, telephone, and related equipment and may drive a vehicle on Authority business. Office environment. The noise level in the work environment is moderate.
OTHER REQUIREMENTS
Must possess a valid driver's license.
May be required to work an unusual work schedule.
Must work with the highest degree of confidentiality.
Must be available for occasional overnight travel for training.
Must pass employment drug screening & criminal background check.
The Housing Authority of Kansas City, Missouri is an Equal Opportunity Employer. This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed. The duties herein are representative of the essential functions of this job. This job description reflects management's assignment of functions; however, it does not prescribe or restrict tasks that may be assigned. Nothing in this document restricts management's right to assign or reassign duties and responsibilities at any time. The qualifications listed above are guidelines, other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job may be considered at the discretion of the Executive Director.
Employment with the Housing Authority of Kansas City, Missouri is on an "at-will" basis. Nothing in this document is intended to create an employment contract, implied or otherwise, and does not constitute a promise of continued employment.
Disclaimer: The above statements describe the general nature, level, and type of work performed by the incumbent(s) assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, demands, and skills required of personnel so classified. Job descriptions are not intended to and do not imply or create any employment, compensation, or contract rights to any person or persons. Management reserves the right to add, delete, or modify and/or all provisions of this description at any time as needed without notice. This job description supersedes earlier versions.
