Residential Services Manager

Base Pay Range

$82,240.00/yr - $85,176.00/yr

The Residential Services Manager (RSM) is part of an onsite permanent supportive housing (PSH) team that is committed to supporting the well‑being of residents. The RSM ensures a 24/7 staff presence, fosters community, and upholds the values of Plymouth’s mission, cultural proficiency, harm reduction, trauma‑informed care, and the ‘housing first’ philosophy. The role provides support, direction, and oversight to resident‑focused teams and ensures high‑quality, cohesive resident interactions while coordinating morning, evening, and weekend shifts as needed.

It is a regular, full‑time benefitted position with a work week that includes one weekend day, evenings or early mornings, and occasional holiday mornings; on‑call duties may also apply.

• Practices a cooperative work approach and promotes teamwork among staff and co‑workers.
• Collaborates with the Site Director to organize and coordinate team meetings for ongoing and ad‑hoc groups.
• Ensures clear and frequent communication across staff and teams, including outcomes and actions from meetings, building events, and tenant activities.
• Provides support, guidance, and oversight to volunteers and interns as needed.
• Proactively works to maintain harm reduction and housing‑first principles through evidence‑based models.

• Works cooperatively with behavioral health components and providers to assist residents in reaching emotional wellness and stability.
• Builds and maintains effective and professional relationships with residents.
• Maintains a safe, supportive, and inclusive living environment where residents can thrive.
• Promotes a trusting resident/ staff relationship and encourages honest feedback.
• Ensures tenants receive quality case‑management services and addresses barriers to goal attainment.
• Assists the Site Director with investigating and resolving resident concerns and complaints.
• Helps with crisis intervention and mediation for conflicts among residents.
• Informs the Site Director of any lease violations and collaborates on resolution options.
• Serves as back‑up to the Site Director during absences.
• Serves as back‑up for Housing Case Managers during absences.
• Attends resident and community meetings as needed.

• Manages daily operations in the Site Director’s absence, ensuring adequate staff coverage.
• Responds to incidents of hate speech in accordance with policy.
• Supports all building staff in maintaining a safe, sanitary, 24‑hour secure environment.

• Maintains knowledge of public and private financial assistance and health care programs to meet resident needs.
• Coordinates with site‑based partners to align services and solve issues.
• Collaborates with internal behavioral health and building teams to ensure cohesive tenant services.
• Maintains familiarity with community service providers for homeless and formerly homeless individuals.
• Works with PSH, property management, and community partners to support resident stability.

• Supervises and supports staff, including hiring, orientation, mentorship, evaluations, and personnel actions.
• Holds weekly coaching meetings to promote accountability.
• Establishes clear performance expectations aligned with strategic goals.
• Ensures new staff complete comprehensive orientation and training.
• Develops staff competency in Motivational Interviewing, housing first, harm reduction, trauma‑informed care.
• Maintains continuity of PSH function during staff absences.
• Communicates emerging issues promptly to the Site Director.
• Oversees implementation of Housing Service Plan & HCM engagement.

• Monitors daily log entries in property management software to track issues and trends.
• Uses software to oversee grant compliance and communication.
• Maintains accurate records and prepares reports for funders.
• Reviews credit card expense reports and timesheets for accuracy.
• Monitors quality of housing case‑management services and documentation.
• Participates in committees and work groups as required.

Bachelor’s degree…