Resident Services Supervisor

Responsible for overseeing resident services, staff performance, and service quality across all Housing properties. Ensures resident satisfaction, compliance with housing regulations and organizational policies, proper documentation of resident interactions in AASC, and vendor contract compliance. Provides staff coaching, monitors performance, and implements quality improvements to maintain a safe, supportive, and well-managed residential environment.

Serve as a primary point of contact for residents across all Housing properties, addressing service-related concerns, assessing individual needs, and connecting residents with appropriate community, healthcare, social service, and supportive resources. Oversee resident services and support activities across all Housing properties, ensuring residents' needs and concerns are addressed promptly, services are delivered effectively, and residents comply with applicable housing policies, lease requirements, and program regulations.

Supervise and monitor resident interactions conducted by Housing personnel, ensuring all communications, service requests, complaints, referrals, and follow-up activities are accurately and timely documented in the AASC system, Real Page, and other required HUD reporting systems, resolved appropriately, and followed through to confirm resident satisfaction. Establish and monitor service standards, performance expectations, and quality indicators for Housing personnel, including resident satisfaction, response times, documentation compliance, and resolution of outstanding concerns.

Provide guidance, coaching, and performance feedback to Housing personnel, promptly addressing service deficiencies, inappropriate resident interactions, or failure to follow established procedures. Coordinate corrective or disciplinary actions with Management and Human Resources, as appropriate. Conduct resident outreach, wellness checks, benefits assistance, referrals, and coordination of healthcare, social services, and community resources, ensuring residents receive appropriate support while maintaining confidentiality and compliance with applicable program requirements.

Coordinate and monitor resident wellness, educational, recreational, and community engagement programs, while maintaining relationships with community organizations, government agencies, healthcare providers, and other service partners. Collaborate with property management, maintenance teams, and other Housing personnel to ensure resident concerns, maintenance requests, and service-related issues are addressed within established time frames, with appropriate documentation and follow-up. Conduct regular quality assurance reviews of resident services and resident files, AASC documentation, outstanding complaints, and service outcomes.

Identify trends, compliance gaps, and opportunities for improvement, and implement corrective actions as needed. Monitor and conduct quality checks of contracted vendors and service providers to verify compliance with contractual obligations, service standards, performance expectations, and applicable regulatory requirements. Document deficiencies, coordinate corrective actions, and elevate unresolved issues to Management. Ensure compliance with applicable HUD requirements, housing regulations, organizational policies, and documentation standards.

Maintain readiness for regulatory inspections, management reviews, and audits, including identifying missing documentation, incomplete certifications, discrepancies, and potential compliance violations. Provide Management with regular reports on resident satisfaction, employee performance, documentation compliance, vendor performance, outstanding concerns, and…