Program Manager, Resident Services (Single Ro

Job Description: Program Manager, Resident Services (Single Room Occupancy)

Job Title: Program Manager, Resident Services (Single Room Occupancy)

Location: San Francisco

Department: Resident Services

Reports To: Director of Resident Services

Job Status: Exempt, Full-Time

Compensation: $85,000.00 to $90,000.00 per year, DOE; medical, dental, vision & retirement plan

NOTE: Interviews are expected to begin in January 2027.

Summary:

The Program Manager will be responsible for the day-to-day operations for the Single Room Occupancy (SROs) sites and the implementation of a "trauma-informed care system services approach" as well as racial equity and deliver services in a person-centered manner. The key areas of responsibility:

• Provide supervision, support, and training to SROs staff; including but not limited to: Resident referrals, Resident cases, Community building and engagement activities, Grant reporting and resident files documentation, Department reporting/Mission Housing's sale force database and HSH/One System, Third parties and property management coordination and communication, Residents and agencies interaction, etc.
• Plan, organize, coordinate and supervise all the community building and engagement activities including communication with third parties, partners, City Agencies, etc.
• Responsible to manage all SROs grants, programs and reporting obligations
• Along with the Director, oversee service delivery and quality control issues to maintain the highest standard of services
• Along with the Director, manage program activities in adherence to agency and contractual requirements and assure timely completion of all required documentation related to the program
• Responsible for all employee responsibilities and obligations and ensure to enforce MHDC policies and procedures when applicable
• Prepare and manage budget, grant budgets and funding channels for maximum productivity
• Develop program assessment protocols for evaluation and improvement

Essential Functions:

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

• Lead the development of short- and long-term plans; compile data for studies, reports, and recommendations; and coordinate site activities with other departments, organizations, and agencies as needed.
• Build and strengthen partnerships with service providers to support effective program delivery at MHDC SRO sites, serving as the liaison to educational institutions, community-based organizations, government agencies, and other nonprofits.

• Directly responsible for assuring compliance with grant, contract and regulatory agreements and maintains all associated records as stated on Appendix A.
• Prepare staff reports and attend Mission Housing Services and Operations meetings.
• Perform general management duties for Director of Resident Services or Department Head as assigned.

• Meet regularly with the Department Head/Director of Resident Services to provide updates and status reports on tenant services, programs, and assigned sites; lead weekly coordination meetings with Mission Housing staff, Property Management, and third-party supportive service providers.
• Lead weekly meetings with Resident Services Coordinators (RSCs) to provide support and implement individualized work plans.
• Coach and train new and current Resident Services Coordinators (RSCs).
• Ensure compliance and complete required Annual Performance Reports, AMRs, and grant renewals, file reviews, and participate during monitorings as applicable.
• Participate in MHDC fundraising activities.

Community Resources:

• Identify the strengths of residents for asset-building and personal development as well as their needs for supportive services.
• Meet with residents on an individual and as-needed basis to establish work plans and document progress.
• Research, identify, and link residents with resources such as rental assistance, transportation, adult education, mental health services, and employment assistance.
• Maintain confidential records of resident interactions and referrals made.
• Establish relationships with government and community service providers.
• Inform and assist residents with obtaining benefits such as SSI, Medicare, food stamps, and prescription drug assistance.
• Work closely with Property Management staff to identify specific supportive needs as related to housing stabilization, lease violations, behavior and mental health issues, reasonable accommodation requests, annual recertifications and housing retention.
• Provide community resource information to new residents upon move-in.
• Compile information and eligibility requirements for neighborhood and City-wide resources.
• Organize community resource displays with information and applications.
• Represent MHDC as liaison at community roundtables, forums, networking meetings, conferences and /or action groups.
• Perform other duties as considered appropriate and consistent with the mission of Mission Housing, including working at occasional community-building activities, programs and events (i.e., annual on-property community activities, Carnaval, Sunday Streets, fundraisers, etc.) - as needed or assigned, during or outside regular business hours.

Programs and Activities:

• Implement the core program and service objectives in the Resident Services Program model, along with requirements established by regulatory and grant agreements.
• Identify and offer on-site speakers, workshops, and activities on health, financial literacy, computer skills, job searching, and other life skills.

• Work with Property Management to schedule and coordinate the usage of Community Room space and oversee programs and activities conducted within the space.
• Schedule regular and ongoing meetings with property management property supervisors.
• Recruit and supervise 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.
• Assist residents in building informal support networks with other residents, family members, and friends.
• Create opportunities for residents to get involved with community activities.
• Coordinate resident training for leadership roles, such as developing and implementing beneficial programming.
• Organize on-site community-building events.
• Encourage and support residents in the formation of on-site groups such as Resident Councils, building safety monitors, and social clubs.
• Support the democratically elected Resident Council.
• Mediate disputes between residents or refer parties to mediation services such as CIS.
• Exchange resources with other Resident Services staff and collaborate on programs and community-building activities as appropriate.
• Produce a monthly calendar of events and activities.

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

Objectives of this Role:

The objectives of the Program Manager role will be to (a) promote housing retention and stability in service of non-displacement; including resolving conflicts and preventing lease violations and evictions as part of promoting housing retention (b) assist residents with resources to achieve economic self-sufficiency by accessing programs and services that result in job placement, job retention, career advancement and on-going personal career and development (c) implement a "trauma-informed care system services approach" which will help to solidify an inclusive social environment as well as reducing racial inequity, and creating a safer and healthier environment.

In addition, the Program Manager will be responsible for overseeing, monitoring and evaluating employees' work and align with the organization's goals and accomplishment of the following outcome objectives.

Outcome Objectives:

• At least 90 percent of participants of our services will remain in permanent housing as of the end of the operating year or exit to other permanent housing (subsidized or unsubsidized) during the operating year.

• At least 80 percent of participants who are age 18 and older will maintain or increase their total income (from all sources) as of the end of the operating year or upon program exit.

• 85 percent of tenants served by the project will receive or maintain one or more mainstream resources, including, but not limited to, income benefits, food stamps, healthy San Francisco, City College, medical care, child support, and other services at twelve (12) month in the program or upon program exit, whichever occurs first.

• 100% of participants referred to services who are determined to be eligible will be outreached and offered services.

• 85 percent of participants served by the project will obtain or maintain health insurance as of the end of the operating year or project exit.
• 80 percent of households completing an annual Resident Survey will be satisfied or very satisfied with program services (based on a four-point scale: 1 = very dissatisfied, 2 = dissatisfied, 3 = satisfied, 4 = very satisfied)

Administration:

• Maintain timesheets for direct reports, service reports, grant reports, activities budgets, resident files, and required paperwork.
• Responsible for creating and updating Grant reporting and resident files documentation, Department reporting/Mission Housing's sale force database and HSH/One System.
• Responsible for keeping Third parties and property management coordination and communication, Residents and agencies interaction, etc.
• Maintain collaborative relationships with Property Management staff and actively participate in site staff meetings to address property needs and resident issues.
• Work with the staff to budget funds for resident services on an annual and monthly basis.
• Attend 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.

Minimum Qualifications:

• Bachelor's degree in social work or related field or 2-3 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, disable and seniors
• 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 both a written and oral manner.
• 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 20 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.