District Manager

Position Summary
Responsible for overall management, maintenance, operations, admissions, and profitability of one or more multifamily communities. The incumbent will provide regular reports on fiscal and occupancy status and is responsible for monitoring budgets, preparing reports of activities and fiscal status, and monitoring operating practices and procedures. The incumbent is responsible for attracting, guiding, developing, and mentoring high-performing teams while promoting and acting in accordance with the Charlotte Housing Authority’s (“CHA” or “Agency”) policies and procedures, ensuring a culture of workplace excellence is experienced by all team members. This position supervises Assistant Property Managers along with property administrative and maintenance staff. The incumbent is accountable for consistent adherence to Agency standards regarding the ethical, responsible, and appropriate use, care, and safeguarding of Agency materials, supplies, resources, and other assets. The incumbent understands the Property Management industry, competition, and market and applies this knowledge to improve results at an assigned property. The duties listed below illustrate the various types of work that may be performed.

Responsibilities

1. Recruits, develops, and manages a successful team and leads team members in achievement of relevant goals. Consistently uses successful techniques and company directives to screen, hire, orient and train new personnel and creates a workplace environment that supports the Agency’s commitment to being a great place to work and encourages individual and team accountability.

2. Plans weekly/daily office staff schedules and assignments and coordinates maintenance schedule and assignments with Maintenance Lead.

3. Strategically plans and meets individual and community performance goals consistent with market conditions (i.e., sales and marketing goals, customer sentiment goals, etc.). Achieves market results that consistently exceed submarket occupancy and rent growth performance by utilizing marketing strategies to secure prospective residents. Ensures property is rented to the fullest capacity.

4. Assists in achieving maximum rent receivable collections for all properties by monitoring tenant account receivables, filing court orders, and attending court as needed. Assists in deterring and preventing resident fraud and abuse through participation in the Agency’s fraud prevention program by utilizing techniques including rent review, verification of income, counseling, and, when necessary, prosecution.

5. Ensures that property staff provides exceptional customer services at every point of contact, exceeding residents’ expectations; addresses resident concerns and requests in a timely manner to ensure resident satisfaction; maintains a professional image at all times.

6. Ensures distribution of all Agency or community-issued notices (i.e., bad weather, emergency, etc.).

7. Leads the team in effective outreach marketing; monitors social media and online marketing to increase potential applicants.

8. Oversees staff in following a “safety first” principle and ensures that unsafe conditions are corrected in a timely manner; ensures community compliance with safety, industry, and state/city/federal regulations and requirements; consistently implements community policies.

9. Ensures required safety measures are in place at assigned property and acts as a liaison to the police department when required. Attends meetings with Charlotte-Mecklenburg Police Department and other relevant stakeholders as necessary.

10. Effectively leverages resources to efficiently achieve desired results. Prepares and implements procedures and systems within Agency guidelines to ensure orderly, efficient workflows.

11. Builds working relationship with staff and understand team members’ professional goals. Helps staff achieve goals by providing timely coaching and feedback to property staff. Ensures efficiency of staff through ongoing training, instruction, counseling and leadership.

12. Administers action plans consistently and in a timely manner when performance problems arise. Provides appropriate documentation, communicates the situation to the District Manager, the Senior Vice President of Portfolio Management, and the Human Resources Department, and terminates staff properly when necessary.

13. Oversees new development or rehabilitation of a community (i.e., market surveys/strategies, provides property management insight/input to development and construction team or contractor, walks apartments, punch-out, etc.).

14. Works with Planning and Development Department to ensure any prospective modernization/construction on properties is executed in a manner consistent with the best interests of residents and staff and leads to successful operation of the properties.

15. Manages commercial tenancies on properties and coordinates maintenance, modernization and other services with tenants per the terms of their lease.

16. Serves as weekend/holiday on-call staff to coordinate responses to emergency situations and maintenance needs as necessary.

17. Initiates and approves purchasing requisitions for sites, and oversees all administrative and maintenance purchasing consistent with site budget. May be responsible for purchase of office and other administrative supplies for the property in accordance with the Agency’s procurement policy.

18. Manages LIHTC certification process and ensures ongoing compliance with all Tax Credit, RAD, and investor requirements for continued occupancy.

19. Ensures compliance with applicable RAD, LIHTC, and private investor guidelines as well as federal, state, and local regulations, laws, ordinances (including fair housing and employment laws), and Agency standards. Coordinates reporting to multiple stakeholders, including other departments, investors, and regulatory agencies.

20. Reviews and remains current on all relevant rules and regulations concerning Agency housing programs, as well as applicable local, state, and federal laws, regulations, codes, and Agency rules, regulations, and administrative plan. Attends professional meetings, seminars, and conferences to keep abreast of new trends, activities, and concepts in the Property Management industry and to improve management skills and outcomes. Supports, assists, and works with other Agencies and affiliated organizations in mutually beneficial joint efforts.

21. Develops management and maintenance systems and procedures for effective operation of assigned sites. Works to train staff on such and monitor key performance indicators for reporting to management.

22. Responds to inquiries concerning policies and practices associated with the application and/or re-examination processes in a courteous and professional manner.

23. Interviews applicants on a scheduled basis and explains program and eligibility requirements; addresses applicant concerns regarding programs, application processing, and waiting list placement; and assists applicants in completion of forms and identification of required documents.

24. Reviews applications and documentation for completeness, logs applications, and accurately inputs data into computer.

25. Prepares and sends written requests for income verification. Obtains, verifies, and calculates all sources of income and resources to determine financial eligibility of applicants. Submits criminal background checks and reviews and evaluates criminal offender record information.

26. Determines whether applicants meet program eligibility requirements and ranks applications according to successful compliance with eligibility requirements and established policies.

27. Prepares and coordinates the proper disposition of all paperwork relating to renting or vacating housing units in accordance with established procedures. Ensures that all requirements for written, independent verification of information are met in an appropriate and timely manner. Ensures that current resident files are properly maintained.

28. Confirms all leases and corresponding paperwork are completed and entered into appropriate software system accurately, on a regular basis, and in a timely manner.

29. Notifies applicants in writing of eligibility determination in accordance with HUD regulations and Agency policy.

30. Based upon a review of all information assembled, identifies factors that indicate a particular type of residential complex or unit may be required to meet specialized individual needs. Verifies preferences for waiting list applicants and refers to suitable housing program.

31. Provides orientation to new residents on initial move-in by explaining the lease provisions clearly, quoting correct prices, explaining provisions of resident handbook and other Agency polices, escorting prospective residents to inspect the unit, explaining amenities in the community, and discussing other important issues.

32. Ensures appropriate annual/biennial recertification of residents, calculation of interim adjustments, and entry of data into computer database. Monitors, prepares, and distributes annual/biennial recertification and interim adjustment notices.

33. Responsible for move-in/move out procedures, monitoring of service contracts, and timely response to resident service requests, ensuring smooth operations, productive communications, and effective understanding during all interpersonal contacts.

34. Performs new move-in/move-out, customer service, housekeeping, and emergency inspections and re-inspections. Ensures Uniform Physical Conditions Standards (UPCS) protocol adhered to in performance of Real Estate Assessment Center (REAC) inspections. Oversees preparation of move-in/move-out adjustments and requests and ensures receipt of all relevant paperwork.

35. Performs walk-by inspections on at least a weekly basis of buildings and grounds to ensure maintenance of curb appeal and resident compliance with applicable lease provisions. Issues citations when necessary and provides oversight in effective resolution of unsatisfactory conditions with residents. Ensures repairs are noted and completed on timely basis.

36. Effectively handles complaints and legal matters within area of expertise as assigned, including in-house grievance procedures. Resolves conflicts and complaints among residents when possible in order to mitigate detrimental effects and/or avoid continued grievances.

37. Monitors lease violations and delinquent rent roll, oversees issuance of delinquent notices and late payment charges, and initiates eviction process when warranted, ensuring appropriate court documents are filed in a timely manner and appears in court as necessary. Monitors abandoned units on assigned property.

38. Monitors, reviews and analyzes housing management data maintenance/work order status and prepares monthly, quarterly, annual, and other reports as required addressing occupancy, delinquency rates, and other related information in a timely manner.

39. Responsible for achieving maximum occupancy and minimum turnover rate at all properties by actively promoting property management activities. Ensures quality and quantity of market ready apartments and develops and/or implements resident retention programs (i.e., resident functions, special promotions, monthly newsletters, etc.).

40. Maintains accurate records of all property transactions and submits documentation in a timely manner (i.e. rent rolls, delinquency reports, move-in/move-out data, etc.).

41. Performs monthly reporting on grounds and building inspections, Tenant Accounts Receivables System (TARS), and vacancies; and quarterly reports consisting of collection loss, procurement card settlement and variance reports, and any other requested reporting specific to privately-managed sites.

42. Demonstrates the ability to understand, analyze, and provide comprehensive reporting for financial goals and operates assets in owners’ best interest and in accordance with Agency policies and procedures.

43. Prepares annual budgets, income projections, and strategic business plan in a timely and accurate manner. Understand the objectives of the budget and ensures that assigned property operates within the budget parameters, submits Budget Change Revisions as needed. Clearly explains budget variances in quarterly report. Ensures all rent increases, percentage rent, and CPI increases are billed to tenants and notifies accounting of the increases in advance.

44. Coordinates the improvement of communication and cooperation between residents and management by staying knowledgeable about and ensuring residents are informed of new rules, laws, regulations, etc., as interpreted by the Agency. Meets periodically with residents to outline changes and/or new directions in policies and programs.

45. Counsels residents who are not complying with policies and procedures. Ensures residents are appropriately notified of lease violations and eviction proceedings. Ensures referral of residents to appropriate social services personnel when necessary. Works closely with other Agency departments to ensure that residents receive available services.

46. Ensures that all service requests are recorded and communicated appropriately to maintenance. Responsible for pulling work orders and assigning on-site or central maintenance, preventive maintenance, and after-hours maintenance calls. Assesses charges to tenants for maintenance services as appropriate.

47. Attends relevant Agency meetings to exchange information and further the development and implementation of processes and activities to enhance overall performance, effective operations, and maintainance of optimum lease-up rates.

48. Performs other duties as assigned.

Education and Experience
High school diploma or equivalent required, Bachelor’s degree in Business, Public Administration, or Social Sciences from an accredited college or university preferred. Position requires a minimum of two (2) years on-site experience as a property manager. Three (3) years of supervisory experience in a customer service-related business with appropriate certification(s) will be considered. Recognized designation in Property Management preferred. An equivalent combination of education and experience may be considered. Must obtain tax credit certification within one year of hire.

The following Certification(s) must be obtained within twelve (12) months of employment or other allowable period of hire as authorized by the Executive Vice President of Real Estate Management:
- Accredited Residential Manager
-Enterprise Income Verification System (EIV)
-Fair Housing
-HCV Rent Calculation
- If applicable, Certified Credit Compliance Professional (NCP, C3P, or equivalent)
- CPM Designation strongly preferred

Knowledge and Skills
1. Thorough knowledge of Agency policy and procedures as they pertain to property management and occupancy

2. Thorough knowledge of HUD rules and regulations that apply to public housing management.

3. A clear understanding of business concepts, processes, and the principles of strategic thinking.

4. Comprehensive knowledge and understanding of multifamily operations including: people management, financial reporting, problem-solving, sales, maintenance, and resident relations.

5. Working knowledge of laws and standards that apply to public housing property management, such as Fair Housing Laws, OSHA Standards, and local and state building codes.

6. Basic knowledge of building maintenance, fire prevention, and liability reduction principles.

7. Working knowledge of the operation of the Agency’s computer system and applicable software.

8. Working knowledge of the agencies that provide assistance and services to residents, including knowledge of eligibility requirements.

9. Knowledge of mathematics and general accounting procedures sufficient to perform calculations required for summarizing rent collections, making deposits, rent adjustments, and assisting the District Manager and the Senior Vice President of Portfolio Management in preparation of the annual operating budget and long-term budgets.

10. Ability to maintain required records such as resident files, vacancy reports, etc.

11. Ability to procure goods and services in accordance with Agency procurement procedures and in keeping with the approved operating budget for the property.

12. Ability to read and interpret policies and guidelines in order to make sound decisions.

13. Ability to prepare clear, concise reports and make appropriate recommendations within scope of responsibility.

14. Ability to operate appropriate Agency computer equipment and software packages.

15. Ability to communicate clearly and concisely, both orally and in writing. Ability to communicate on the level of the listener, recognizing when information has been misunderstood, and the ability to rectify any misunderstanding as needed.

16. Ability to generate records, receipts, and reports efficiently using a calculator and appropriate computer system.

17. Ability to manage multiple priorities and multiple demands to accomplish tasks in accordance with established requirements.

18. Skilled in analyzing situations in order to identify problems and offer possible solutions.

Supervision Controls
The Property Manager receives instructions primarily from the District Property Manager. 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 reviewed for accuracy and compliance with Agency policies, federal, state, and local regulations and attainment of objectives.

The Property Manager gives instructions to subordinates within the assigned property site that are generally broad and nonspecific; however, instructions are occasionally direct and specific to address a particular situation or problem. Employee monitors the work of subordinates for accuracy, completeness, conformity to policy, and achievement of goals and objectives; evaluates employee job performance; and recommends hiring, training, firing, and disciplinary actions.

Guidelines
Guidelines followed by the Property Manager include established policies and procedures, traditional practices, published laws, regulations, handbooks, codes, and ordinances. Materials used vary with the project and the entities involved, and independent research is necessary depending on the activity requirements. These guidelines cover most job-related situations and the employee is often required to use independent judgment in making decisions within established parameters and area of expertise. When unusual situations arise or when clarification or guidance is called for, the employee consults with the District Manager.

Complexity
The employee performs related duties following established and specific Agency policies and procedures, applicable local, state, and federal regulations, traditional practices, and information from training and reference materials. The course of action is determined by the circumstances, assessment of critical issues, supervisor input, and by established procedures and applicable regulations. The employee may coordinate, integrate, and/or prioritize tasks. Routinely, the employee may adapt procedures to the circumstances and make decisions concerning resident or maintenance problems, collections, and property management issues using personal judgement based on prior experience.

Difficulty may be experienced in making final application determinations and in applying appropriate RAD, LIHTC, and private investor criteria in situations such as counting or exempting individuals’ income.

Scope and Effect
Property Managers are key employees in the management and operation of affordable public housing and their work affects residents, coworkers, Agency profitability, community groups, and support agencies on a continuing basis. Successful accomplishment of duties by the employee enhances the Agency’s image in the community and its ability to meet its overall mission of providing housing that is decent, safe, and sanitary.

Personal Contacts
Personal contacts are with all of the above persons and groups. The purpose of such contacts is to obtain and provide information and verify, document and record information submitted by residents, and other Agency activities.

Contact often requires negotiation and/or handling of controversial matters, and may include dealing with skeptical, uncooperative, unreceptive, and hostile individuals, and potentially volatile situations.

Physical Requirements
1. Work is principally sedentary, but may involve some physical exertion during on-site visits with residents or staff members and inspections of units and/or facilities.

2. Must be able to sit and/or stand for up to eight hours at a time while performing work duties.

3. Must be able to bend, stoop, push, and pull in the performance of essential job-related duties (e.g. moving or carrying objects or materials).

4. Must be able to use fingers bilaterally and unilaterally to operate job-related equipment.

5. Must have vision and hearing corrected to be able to perform essential job functions.

6. Must be able to work around various fumes, odors, and dusts.

7. Must be able to perform essential job functions in an environment that will sometimes include increased levels of work-related stress.

8. An employee may request a reasonable accommodation to mitigate any of the physical requirements listed above.

Work Environment
Work involves the normal risks or discomfort associated with an office environment and is usually in an area that is adequately cooled, heated, lighted, and ventilated, but also involves working outdoors during visits to housing developments, sites, dwellings, or facilities.

Other Requirements
Must possess a valid State of North Carolina or South Carolina driver’s license and regularly participate in continuous improvement and education. Must work with the highest degree of confidentiality.