Resident Liaison​/Administrative Support Supervisor

Position open until filled.

This position reports directly to the Resident Liaison & Administrative Support Manager and indirectly to the Sr. Administrative Manager. The Resident Liaison/Administrative Support Supervisor oversees a team of Sr. Resident Liaison/Admin Specialists and Resident Liaison/Admin Specialists. The qualified candidate will serve as a backup for the Resident Liaison & Administrative Support Manager and support and be responsible for planning, organizing and overseeing the day‑to‑day administrative and operational activities of the Resident Liaison/Admin Department.

• Provide support, guidance, and supervision to Resident Liaison staff as instructed by manager.
• Review, make determinations and sign inquiries in manager's absence and serve as manager's backup as needed.
• When reviewing initial Resident inquiries, ensure inquiries are categorized accurately and are executed within established deadlines.
• Review, evaluate, and assess workload of assigned Sr. Resident Liaison/Admin specialists and Resident Liaison/Admin specialists.
• Participate in the development and implementation of goals, objectives, policies, procedures of the Resident Liaison Department.
• Participate in HUD and HUD OIG meetings/calls pertaining to Resident inquiries and serve as the lead in manager’s absence or as instructed by manager.
• Audit staff inquiries to ensure all deadlines are met, and files are ready for invoice.
• Responsible for tracking and maintaining accurate logs of all open Resident inquiries.
• Review and prepare documentation for subpoenas pertaining to Resident inquiries and lawsuits.
• Maintain a high volume of knowledge pertaining to the Resident Liaison Department and apply program information in making decisions and providing information to staff and clients served.
• Understand and interpret HUD policies, procedures, and regulations.
• Stay up to date with current policies and procedures referenced in HUD Handbooks, the HUD Compliance Handbook, local and federal HUD/HUB protocols and procedures, and any updates released by HUD.
• Resolve complex Resident issues/complaints and be able to de‑escalate any difficult situation with residents.
• Work under pressure with strict time frames and deadlines, as daily tasks can have financial repercussions.
• Oversee and assist with RL Invoice.
• Oversee various admin tasks as assigned (e.g., uploading and preserving documentation in an online filing system).
• Responsible for document storage and retrieval programs. Oversee OnBase project and day‑to‑day OnBase related tasks. Serve as lead for staff working on OnBase project.
• Perform other duties as assigned.

• Excellent mediation, problem‑solving, and customer service skills.
• Excellent oral and written communication skills.
• Detail‑oriented with excellent organization skills.
• Competent with Microsoft Office products including a variety of data processing and spreadsheet software as well as web browsers.
• Experience with general office machines (multiple line telephone system, adding machine, keyboard (40 wpm), fax and copy machines).
• Ability to accomplish multiple and stringent daily, weekly, and monthly deadlines even under significantly stressful situations.
• Successful at multitasking and time management to a high degree.
• Ability to maintain confidentiality of resident profiles, history, and/or personal information, as well as information that is proprietary to this Agency.
• Ability to work independently with minimal supervision.
• Ability to work effectively when faced with frequent interruptions.
• Ability to work remotely and supervise remote employees.

Any combination of an associate degree in Public Administration, Social Services, Humanities, Communication, business or closely related undergraduate coursework (equivalent to completed sixty (60) units for a semester system or ninety (90) units for a quarter system) and/or three (3) years of PBCA, property management, Resident Services, or other related field. Knowledge of HUD multi‑family programs is a plus. Current or recent Certified Occupancy Specialist (COS) certification and/or must pass within six…