Resident Services Manager

Description

Prospera has been empowering families since 1993 by providing safe, high-quality, affordable housing with support services to those in need. As a mission-driven, values-based nonprofit, Prospera is committed to fostering family stability and a strong sense of community by addressing individual needs.

At the heart of our work are our core values: integrity, accountability, excellence, commitment, dignity, fairness, and respect. These core values are our guiding principles and shape everything we do, from how we serve our residents to how we support one another as a team.

At Prospera, every team member plays a vital role in advancing our mission. We welcome passionate individuals who are ready to make a meaningful difference in the lives of others.

The Resident Services Manager is a non-supervisory position that provides case management and outreach, conducts assessments of individuals and households, and makes referrals that address family and/or individual needs. The Resident Services Manager is committed to providing resources, programming, and referrals directly impacting the Social Determinants of Health (SDOH).

• Establish and maintain relationships with the residents of assigned property (to be a resource for the property. Coordinate and promote activities that create a sense of community between the residents and the property.
• Facilitate intake and assessment for new residents.
• Meet with residents to identify barriers to self-sufficiency and assess physical, social, and economic conditions. Encourage participation in or coordinate referrals to programs focused on SDOH needs.
• Develop and maintain a comprehensive network of education, training, financial and economic development, health/wellness, and other community resources as determined by program requirements and resident needs.
• Conduct Family Needs Assessment surveys per organizational requirements and coordinate referral services to residents needing help.
• Provide intensive informal case management as needed, focusing on case coordination and care planning with Managed Care Organizations (MCO).
• Electronically document all activities, outreach, contacts, and outcomes in the applicable data management system, as required.
• Develop and foster relationships with community service organizations and programs.
• Work with the Property Management team to identify residents who need assistance; directly assist in completing Rent and/or Utility Assistance applications.
• Advocate for residents and act as liaison for residents when needed.
• Encourage residents’ self-advocacy and empowerment in meeting their social, psychological, physical, economic, and other self-sufficiency/SDOH needs.
• Adhere to mandated reporting requirements when abuse, neglect, or exploitation is observed or suspected.
• Facilitate and/or coordinate Adult Education programs, Youth Education programs, Health and Wellness initiatives, Community Engagement activities, and Economic Stability programs in on-site community learning centers per regulatory and/or contractual requirements.
• Assess and provide input to Property and Services Management Teams for property-specific budgetary needs and adhere to the annual property service budget.
• Assist in creating Bi-Annual Board of Director reports.
• Participate in team development and mandated company-wide events.
• Participate in property-specific collaboration meetings, including move-ins, move-outs, property observations, upcoming events and details, team appreciation, evictions, inspections (dates and game plan), and residents’ concerns (as scheduled).
• Assist residents in developing and maintaining a resident council or similar organization, if applicable.
• Support Communications and Fund Development by sharing resident success stories.
• Manage administrative requirements of the position, including but not limited to:

• Resident electronic files
• Data and reporting for measurement of service outcomes
• Other Administrative reports (i.e., board reports, financial reports)
• Quality Assurance Standards (i.e. Scorecard)
• NMDOH Programming Guide activities
• Program promotions (flyers, texting, social…