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Urban Housing Solutions

Director of Resident Services

Urban Housing Solutions


Job Summary

POSITION SUMMARY: The Director of Resident Services has a fundamental role in providing leadership and day-to-day oversight, utilizing best practices, to guide resident service coordination and supportive housing programs for Urban Housing Solutions. The DRS assists the Managing Director with strategic planning activities and will maintain and develop relationships with community partners to strengthen collaboration and continually improve resident services. The DRS also ensures UHS meets or exceeds all regulatory and contractual obligations for the agency’s grant-funded programs and will help structure and lead further agency expansion. UHS emphasizes a team approach to perform job responsibilities that are consistent with fulfilling our mission, values, and vision.

Job Responsibilities

ESSENTIAL RESPONSIBILITIES: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.


  • As a member of the senior management team, and part of a growing organization, work with Managing Direcor to identify, set, and implement short- and long-term strategic goals for the department and organization
  • Assist the Managing Director with strategic planning activities including fund development and creating a “data-rich” environment in which senior leadership and partners can actively use data to make decisions that support outcome-based programming
  • Ensures UHS meets or exceeds all regulatory and contractual obligations for the agency’s grant-funded programs, including HUD’s Housing Opportunities for Persons Living with AIDS (HOPWA) program and HUD’s Permanent Supportive Housing (PSH) program for people experiencing homelessness
  • Responsible for guiding and measuring performance in UHS’s “Journeys of Hope” program for residents in long-term recovery from alcohol and drug addiction, and the DRS will develop and oversee a new internal program at UHS to support residents with very low incomes who are not receiving public rental assistance
  • Develop work plans in collaboration with the Resident Services team to collect data, achieve goals, and evaluate outcomes
  • Identify and cultivate mutually beneficial partnerships across sectors to increase opportunities for UHS residents
  • Identify and cultivate financial resources (grants, etc.) that help achieve strategic goals
  • Participate on the Leadership team and possibly other committees or task forces
  • Represent UHS and present programs and agency results at community events and in public forums
  • Oversee the Resident Services team – 1 direct report (Resident Services Manager) and 6 indirect reports (Service Coordinators) – ensuring that the organization’s strategic plan is executed across the department and in line with our mission and values
  • Identify, plan, and execute professional development and training plans for staff
  • Work with the HR Generalist to help train other departments to understand Trauma Informed Care, boundaries and understanding poverty, etc., to ensure safe, compassionate, and effective interactions with applicants and residents
  • Work closely with other team members to ensure integration across the organization


  • Design, implement, and evaluate program delivery model in collaboration with the Resident Services team
  • Utilize a human-centered framework to leverage resident voice and leadership in program design
  • Submit grant applications and annual reports for new and existing programs
  • Provide ongoing evaluation, data analysis, and outcome reporting for programs and partnerships
  • Ensure all outcomes are reported in the resident database and documented for staff and board as progress in achieving overall Resident Services goals
  • Be prepared for quarterly presentations for UHS board, committees, and advisory councils
  • Conduct formal program evaluations for effectiveness on at least an annual basis


  • Comply with all UHS policies and procedures as defined in the UHS Operations Manual and staff meetings as directed
  • Regular and prompt attendance is an essential function of the job
  • Interact professionally and communicate effectively with colleagues and residents
  • Thrive in highly collaborative and mission-driven culture
  • Perform other duties as assigned

SUPERVISORY RESPONSIBILITIES: Supervises the Resident Services Manager and the Service Coordinator team.


KNOWLEDGE AND SKILLS: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education and/or Experience: Minimum of 7-10 years of experience in Social Work or related field, Master’s degree preferred. Minimum of 5 or more years of successful management, supervisory, program development and administrative experience, especially in outcome measurement and analyzing collected data. Strong knowledge of Trauma Informed Care models and affordable housing. Ability to provide exceptional program and administrative leadership. Exceptional skills in engaging and assessing individuals and in coordination of resources within families, institutions, communities, and educational systems. Proven ability to coach and manage staff and develop high-performance teams, and to set and achieve strategic objectives. Commitment to removing housing barriers and navigating challenging social systems for people experiencing homelessness or facing other disadvantages.

Computer Skills / Technical Knowledge: Microsoft Office Suite. Able to enter data into various databases and/or track information using computer-based systems, spreadsheets, etc. Able to assemble slideshows and other visual materials to present data clearly and effectively.

Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages. Ability to understand and identify statistical trend analysis.

Language Skills: Ability to understand, read, write, and speak English; Spanish fluency preferred. Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, safety data sheets (SDS) or governmental regulations. Ability to successfully write reports, business correspondence and policy. Ability to effectively present information, respond to questions and professionally interact with managers, employees, clients, vendors and the public, and diverse groups of people, particularly difficult/resistant populations and multiple types of providers in a variety of settings.

Reasoning Ability: Must be able to apply principles of logical thinking to define problems, collect pertinent data, establish facts, draw valid conclusions, and initiate appropriate course of action. Must effectively convey ideas, images, and goals to a diverse group of personalities.

Other Qualifications: General knowledge of computer applications for the frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc. Must be able to handle multiple, simultaneous tasks effectively and efficiently. Strong verbal and written communication skills required. Must be detail oriented and organized with the ability to perform duties under pressure, prioritize workload, and timely meet deadlines. Must have the aptitude and ability to self-direct work.

PHYSICAL AND MENTAL DEMANDS: 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; sit; walk for extended periods of time; use hands to touch, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch, or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Repetitive motion of upper body. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

While performing the duties of this job, the employee must be able to work in a fast-paced, sometimes stressful, customer service-oriented environment, perform duties under pressure and meet deadlines in a timely manner. The employee must work as part of a team, complete assignments independently and take instructions from supervisors. Must desire to work with underserved populations, particularly vulnerable and/or formerly homeless populations and be willing to meet with residents where they are most comfortable.

WORK ENVIRONMENT: Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
Works in well-lit, ventilated and climate-controlled office environment where routine equipment is used; some equipment has moving mechanical parts. May be exposed to hot and cold temperatures.

Noise level varies from an indoor environment to outdoors and/or inside various property locations.

Must possess reliable transportation and a valid driver’s license.

Additional Information


Urban Housing Solutions offers all full-time employees competitive benefits including health insurance and a 401k plan with an employer match.

How to Apply

To apply please submit resume and cover letter to 

No Phone Calls Please.


  • Date Posted: September 22, 2022
  • Type: Full-Time
  • Job Function: Administrative
  • Service Area: Housing
  • Start Date: 10/14/2022
  • Salary Range: $80K/ Year DOE
  • Working Hours: 40 hrs/wk M-F 8:00 am - 4:00 pm