AKRON METROPOLITAN HOUSING AUTHORITY
Job Title: Assistant Director Resident Services
Reports to: Director of Resident Services
Department: Resident Services
FLSA Status: Exempt
The primary purpose of this position is to lead the development, planning and implementation of resident support programs that best meet the needs of residents through AMHA’s HUD funded legacy programs and resident councils/boards. Serves as Resident Services liaison and primary point of contact for Lead Property Management and other AMHA housing programs and support departments. The incumbent is directly responsible for success and sustainability of AMHA’s HUD funded legacy resident support programs, sustaining community partnerships and the day-to-day operations of the Resident Services Department.
Essential Duties and Responsibilities:
The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.
Oversees and directs AMHA’s Resident Services legacy programs focused on the Reach Opportunity Center, Service Coordination, Economic Self Sufficiency and other direct HUD initiatives.
Ensures accountability in quality service delivery, achieving desired results, and meeting performance standards.
Implements and enforces short and long-term department and program processes, procedures, objectives, goals, and plans.
Supervises staff including: hiring, assignment, training, evaluating, and disciplining of employees. Delegates authority and responsibility to staff as necessary to administer legacy and new programs and activities within the Resident Services Department.
Sets clear expectations and goals, provides timely feedback and coaches staff on a regular basis.
Serves as a department liaison between internal AMHA administrative departments and housing programs.
Continuously improve processes and procedures to ensure the most efficient operations within the department.
Leads the collaboration with other program managers to create an annual work plan that aligns with AMHA’s strategic plan, HUD funded service programs and special initiatives.
Provides staff with all required and available tools and resources to accomplish their assignments.
Keeps updated on pertinent legislation, regulations, and developments, which could affect department and program operations and disseminates information to appropriate personnel.
In collaboration with direct reports and the use of data develops and executes a plan of programs and strategies to enhance services among AMHA residents.
Communicates with staff regarding new referrals, programs, community involvement and other program initiatives.
Prepare and present program reports including other reports that support making strategic decisions related to department operations, continuous improvement efforts and program effectiveness.
Meets and communicates effectively with state and federal program and fiscal monitors to ensure adherence to policies, regulations, directives, and recommendations.
Assists department staff with the development of grant applications for federal, state, and local funds.
Oversees and monitors all department program budgets.
Oversees service delivery by distributing workload among administrative support staff, program managers, and program and service coordinators as appropriate. Works with and guides program managers to resolve issues.
Assists the Director of Resident Services in the implementation of the Strategic Plan and in various community outreach efforts that relate to Resident Services and AMHA initiatives as appropriate.
Utilizes volunteer resources, management and communication skills, and the ability to negotiate, collaborate, and foster inclusiveness among a wide range of people of diverse backgrounds.
Develops and enriches community partnerships and relationships to enhance services to the clients of the AMHA and aligns with AMHA‘s Strategic Plan and oversees partnership contracts.
In cooperation with the Director of Resident Services, researches and evaluates AMHA’s involvement in community collaborations. Recommends to the Director of Resident Services involvement where appropriate and assures that AMHA is making meaningful contributions to these efforts.
Represents AMHA and participates or recommends participation on boards and committees whose purpose directly or indirectly enhances the quality of life of AMHA clients.
Represents AMHA in a professional manner at various community functions, annual meetings, inter-agency workshops, etc. and ensures that AMHA’s efforts are recognized in the community and that AMHA has a voice on issues important to AMHA and its residents. Networks between agencies that benefit AMHA.
Performs other duties as assigned.
Behavioral Competencies: This position requires incumbents to exhibit the following behavioral skills:
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 working colleagues as customers.
Teamwork: Willingly shares responsibility for work with co-workers, strives to accomplish team goals and objectives. Demonstrates flexibility in balancing job responsibilities and the ability to deal with change. Open to new ideas and approaches.
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.
Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one’s own work; does fair share of work.
Dependability/Work Habits: Understands the importance of timeliness and accuracy in the workplace. Maintains a satisfactory attendance record and is consistently punctual. Responds to management direction; follows instructions and completes tasks on time or notifies appropriate person with an alternate plan.
Interpersonal: Builds positive and productive relationships with others. Maintains confidentiality and trust.
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. Problem Solving: Assists in finding solutions concerning problems relating to job.
Cost Conscious/Fiscal Responsibility: Awareness of the cost of products and services without expending more resources than necessary.
Staff Development: Acts as an effective coach of employees, providing guidance and positive reinforcement when appropriate. Recognizes the importance of employee performance feedback and effectively uses the performance management system to promote employee’s growth and development. Ensures staff accountability.
Project Management/Resource Management - Understands the process of planning, organizing, and controlling resources within a project to achieve specific goals. Completes projects in the time prescribed or makes appropriate provisions if cannot complete project in a timely manner. Uses AMHA resources efficiently and completes assigned projects within budget or obtains approval if project will exceed budget.
Knowledge of AMHA’s policies, procedures, goals, objectives, operational entities, requirements, and activities Understands strategic issues facing the AMHA and the specific impact of the strategic plan goals on the departmental level.
Knowledge of Department of Housing and Urban Development (HUD) housing programs including property management.
Thorough knowledge of funding priorities and collaborative efforts in the community and demonstrated ability to work with foundations and individual donors and businesses to align AMHA/BFT efforts with their priorities.
Knowledge of developing and implementing fundraising plan including a diverse set of strategies as it relates to annual appeals, capital campaigns, grant writing etc.
Knowledge of the needs and attitudes of the physically, socially, and economically disadvantaged, including the youth and elderly population and ability to communicate with individuals of varying social, educational, and economic backgrounds
Thorough knowledge of community initiatives that relate to AMHA’s Resident Services efforts
Ability to exercise initiative, use sound judgment in analyzing situations, and make decisions in a timely manner
Ability to present information, both orally and through writing, effectively and in a clear, concise, and convincing manner
Ability to prepare clear, concise, and accurate reports, correspondence, instructions, and other written materials
Ability to exercise tact and diplomacy in dealing with sensitive, complex, and confidential issues and situations
Ability to maintain confidentiality
Proficient mathematical and statistical skills and ability to understand and interpret data, charts, and graphs
Ability to establish and maintain effective working relationships with employees, tenants, officials, and the general public
Education, Experience and Certifications:
Bachelor’s degree in social work, sociology, or public administration/affairs, or related field and three – five years’ experience in multiple program management and leading teams, or an equivalent combination of education and experience. Master’s degree preferred. Must possess a valid Ohio driver’s license and be insurable under AMHA’s policies.
To perform this job successfully, an individual should possess strong computer skills and be proficient in Microsoft Office applications. Familiarity with case management databases is desirable. Must be able to learn other computer software programs as required by assigned initiatives.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
While performing the duties of this job, the employee is frequently required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must occasionally transport up to 10 pounds.
Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:
AMHA offers a culture committed to diversity, equity and inclusion; comprehensive compensation and benefits program including, but not limited to: Competitive salary; Participation in the Ohio Public Employees Retirement System; Excellent medical, free dental and vision plans with minimal out of pocket cost; Basic Life insurance; Fourteen paid holidays; Paid vacation, personal and sick plans, flexible schedules; and potential for limited teleworking in an effort to promote a healthy work/life balance.