Director of Resident Services

Job Type

Full-time

Description

Starting Salary Range: $138,457 - $193,841 annually

This position will remain open until filled.

Our Agency

The Everett Housing Authority is a progressive agency pursuing its mission with great passion to create affordable housing and foster healthy communities where households thrive. EHA seeks passionate and optimistic individuals to join our team of highly engaged and satisfied employees committed to assisting those for whom stable and affordable housing is a challenge.

Those interested can expect:

• A competitive salary
• 22 days of paid vacation annually
• 13 days of sick leave each year
• 13 paid holidays each year
• A strong benefits package including robust health, dental, vision, and life insurance as well as a pension plan (PERS).
• Long term disability Insurance
• Tuition reimbursement
• Employee Assistance Program
• Wellness Program
• Work that makes a difference!

Under the direction of the Executive Director, the Director of Resident Services (DRS) provides strategic leadership, quality management, and oversight of the partnerships, programs, and initiatives within the Resident Services Department. This role fosters collaborative relationships with internal and external partners to drive measurable, consistent, and scalable outcomes. The DRS guides program development, implementation, planning, oversight, and evaluation, ensuring staff receive the training, support, and supervision needed to design and execute programs aligned with resident needs and the organization's mission.

The Everett Housing Authority (EHA) Resident Services program creates opportunities and fosters independence for residents through innovative, person-centered, and strengths-based programming. Serving a diverse community, we prioritize cross-cultural competence and continuously strive for better outcomes. This role leads a skilled team of Resident Services staff who support core goals: housing retention and stability, economic and educational mobility, health and wellness, personal empowerment, and community building.

A successful DRS is highly motivated to help residents maintain stable housing and thrive. This person is exceptionally organized and efficient, with a proven ability to recruit and support talented staff, build strong partnerships, and develop systems for assessment, collaboration, and evaluation. Extensive experience managing nonclinical human services programs, working with diverse populations, analyzing data, and delivering impactful outcomes is essential. This senior leadership position requires advanced professional skills, broad administrative expertise, and strong communication abilities to drive lasting change, empowering individuals and families toward greater self-sufficiency and success in our community.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Resident Services Leadership & Team Development

• Lead and oversee the Resident Services function, managing program implementation, hiring, training, and providing ongoing support and supervision for Resident Services staff.
• Foster a collaborative environment between the Resident Services team, other EHA departments, community partners, and residents.
• Establish comprehensive goals for Resident Services using internal and external data, aligning with agency objectives, resident needs, and community input.

Resident Engagement & Community Partnerships

• Conduct surveys, focus groups, and engagement activities to assess and document resident needs, program effectiveness, and outcomes.
• Build and maintain relationships with resident associations, community organizations, and external partners to enhance service delivery and support community development.
• Encourage and support resident participation in public hearings and forums to amplify their voices in decision-making processes.

Program Development & Service Coordination

• Create and implement localized service delivery plans tailored to resident needs, ensuring effective community relations and volunteer development.
• Define and oversee roles and responsibilities for internal and external service providers, ensuring strong third-party partnerships and site-level programming.
• Establish and monitor collaboration between Property Management, Asset Management, Rental Assistance, and Resident Services to improve housing retention and stability.
• Maintain a comprehensive understanding of available community services, including behavioral health support, aging and disability resources, and workforce development programs, including the coordination of HUD Section 3 requirements with other EHA staff, contractors, and vendors.

Resource & Budget Management

• Prepare and manage the Resident Services department budget in collaboration with Finance and other relevant teams, aligning resources with resident and agency needs.
• Identify, cultivate, and manage partnerships with non-profit service providers, government agencies, faith-based institutions, and other financial supporters to expand programming and resources.
• Research, apply for, and oversee grants that support resident services and programming, while also seeking in-kind and monetary donations to enhance resident activities and events.

Compliance, Evaluation & Reporting

• Utilize data systems (e.g., Family Metrics, Yardi Case Manager) to track program outcomes, generate reports, and inform stakeholders, including partners, staff, and Board leadership.
• Ensure compliance with contractual obligations, performance reporting, and best practices in affordable housing, human services, and service coordination.
• Continuously evaluate and refine service delivery strategies based on resident feedback, emerging needs, and industry best practices.

Strategic Leadership & Representation

• Serve as an active member of EHA's senior leadership team and represent the organization at relevant community and partner meetings.
• Engage with Development and Asset Management teams in planning new properties and ensuring effective service delivery expectations.
• Represent the agency at public forums, resident meetings, and community events, fostering transparency and engagement.
• Identify gaps in Resident Services staffing at properties and explore funding opportunities to support additional service roles.

Supervisory Functions

• Supervise Resident Services Program Management staff and other personnel as required by the departments structure.
• Conduct performance evaluations for direct reports, including goal setting, regular coaching, and annual reviews.
• Assist with hiring, training, coaching, performance management, and disciplinary actions as needed.
• Identify and facilitate relevant training opportunities for staff development.
• Ensure compliance with EHA personnel policies and the union Collective Bargaining Agreement.
• Recruit, screen, and oversee volunteers, student interns, and AmeriCorps members in collaboration with Resident Services Program Managers.
• Oversee the Housing Choice Voucher Family Self-Sufficiency Program, ensuring compliance with HUD regulations.
• Monitor programs for adherence to grant requirements and policy compliance.

Requirements

KNOWLEDGE AND SKILL REQUIREMENTS:

• Understanding of affordable and subsidized housing programs, including service coordination;
• Federal, state and local laws and regulations concerning tenant/landlord regulations;
• Ability to research, prepare and monitor grants;
• Understanding of social service programs and systems;
• Effective techniques of supervision and administration;
• Preparation of concise and objective reports;
• Written and oral communications, including exceptional listening skills.
• Basic de-escalation and mediation skills and understanding of trauma informed principles;
• Strong organizational skills with the ability to manage multiple projects, prioritize tasks, and meet deadlines.

EDUCATION AND EXPERIENCE:

Education: Bachelor's degree in social work, human services, public administration, or related field preferred.

Experience: Extensive experience working in federally assisted housing or other client-centered social or human services program, and substantial supervisory experience

COMPETENCIES:

• Plan, work and manage time and tasks effectively with a minimum amount of supervision;
• Understand theories, principles, and practices used to organize, implement, and monitor Resident Service programs and support for implementation of individual supportive services and programs;
• Exercise sound judgment;
• Establish and maintain effective working relationships;
• Lead and influence others;
• Relate to applicants and residents in a professional, caring manner;
• Develop, control and monitor budgets;
• Hire, train, supervise, evaluate and discipline employees;
• Proficiently speak and understand English;
• Follow oral and written directions;
• Demonstrate ability to learn new software programs and proficiently use computers, including Word, Excel and housing-related software;
• Use good judgment when making complex decisions, sometimes without complete information;
• Perform basic math skills including addition, subtraction, multiplication, division, fractions and percentages;
• Develop letters, memoranda, reports, using grammatically correct English

Salary Description

$138,457 - $193,841 annually