Director of Resident Services

Director of Resident Services

Lancaster, Pennsylvania, United States

We are partnering with an awesome company who is seeking a Full Time Director of Resident Services. This company owns and/or manages over 3,300 apartments, providing housing that is safe and affordable to those with lower incomes, focusing on seniors, families, and individuals living with disabilities. Serving nearly 4,500 residents in 67 communities located in urban, suburban, and rural areas across Pennsylvania, Delaware and Maryland, HDC builds hope and opportunity for all residents to reach their full potential by creating, preserving, and strengthening affordable housing communities.

Position Summary:

The Director of Resident Services oversees the Resident Services Department, driving the strategic planning and execution of initiatives to meet HDC’s mission and objectives. This role ensures efficient resource allocation, fosters clear communication, and aligns departmental priorities with the organization’s overall strategic goals. The Director actively cultivates and leverages external partnerships and resources to enhance resident services, strengthen service delivery, and secure sustainable funding for long-term success.

Reporting directly to the Chief Operating Officer, the Director is a vital member of the Operational Leadership Team, contributing to the organization’s leadership and operational excellence.

Essential Duties and Responsibilities:

The following statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. HDC may change the specific job duties with or without prior notice based on the needs of the organization.

• Strategic Leadership: Provides visionary leadership to ensure the successful execution of departmental priorities and annual workplan goals, aligning them with HDC’s mission and strategic objectives.
• Team Development: Mentors and coaches Resident Services Managers, addressing professional development needs to enhance leadership capabilities and team performance.
• Fundraising and Resource Development: Collaborates with the Chief Operating Officer and Director of Resource Development to create and implement fundraising strategies that support the Hope & Opportunity Fund and Resident Services programs. This includes preparing grant applications, launching direct appeals, and identifying new funding opportunities.
• Partnership Building: Cultivates and strengthens partnerships with social service providers to enhance service delivery in key areas such as housing stability, health and wellness, economic mobility, and community building.
• Cross-Department Collaboration: Works closely with Property Management to achieve shared objectives, including improved housing stability, increased rent collection rates, enhanced resident satisfaction, and an elevated quality of life for residents.
• Data-Driven Improvement: Conducts data analysis and provides periodic reports to evaluate service delivery progress, identify improvement areas, and measure resident outcomes effectively.
• Interdepartmental Communication: Promotes seamless communication and collaboration across departments to align Resident Services initiatives with organizational priorities.
• External Representation: Represents HDC as a subject matter expert by delivering presentations to the Board of Directors, participating in external workshops, and attending industry events to enhance organizational visibility and credibility.
• Resident Advisory Council Support: Serves as staff support for the Resident Advisory Council, a committee of HDC’s Board of Directors, ensuring their objectives align with the organization’s mission.
• Grant Compliance and Reporting: Monitors compliance with grant contracts, including HUD Service Coordinator grants and CORES Certification, ensuring accurate reporting and strong financial performance.

Additional Responsibilities:
Takes on other tasks as assigned, contributing to the overall success of the mission and the advancement of its…