Director, Residence Management WFH Flexible • New York, NY (http://maps.google.com/maps?q=New+York+NY+USA+10018) • Supportive Housing Job Type Full-time Description TheDirector, Residence Managementis responsible for assisting the Senior Director, Residence Management, in overseeing the day-to-day operations and management of GMHC’s diverse housing portfolio. This position is instrumental to GMHC’s mission in achieving and improving upon the overall successful housing operation as it relates to agency, funder, and local/federal laws and regulations and client advocacy. The Sr. Director of Residence Management is responsible for developing and implementing residential management strategies, policies and procedures as well as keeping up with real estate market trends. Further responsibilities include supervising and providing leadership and mentor support to a team of Residence Managers and Landlord Liaisons. The Senior Director of Residence Management is also responsible for housing budget management, leasing compliance, and maintaining housing quality and census. ESSENTIAL JOB FUNCTIONS The following are mandatory requirements of the job: Operational Oversight: + Develop proper reporting structures and ensure effective communication procedures within the Residence Management department. + Oversee monthly and annual fiscal reports related to landlord and client rent collections. + Review occupancy and vacancy reports to manage client and unit census across various housing programs. + Assist clients to maintain their housing permanence by monitoring rent collection spreadsheets and assisting staff as needed with ensuring compliance. + Monitor real estate market conditions and trends to develop and adjust strategies. Stakeholder Engagement & Strategic Leadership: + Assist with building ongoing positive relationships and identifying new brokers, landlords, building management companies, vendors, and community partners. + Maintain proactive, open lines of communication with clients, staff and stakeholders, effectively managing relationships to resolve conflicts and foster a cooperative environment. + Assist clients to maintain their housing permanence by monitoring rent collection spreadsheets and assisting staff as needed with ensuring compliance. + Provides overarching strategic direction and hands-on supervision to a multidisciplinary team, ensuring all members are effectively contributing to the department's goals. + Manages task assignments, reviews workflow processes, and implements changes to optimize productivity and service quality. Compliance and Quality Assurance: + Ensure all housing stock complies with GMHC standards as well as NYC housing regulations, and monitor NYC HPD and DOB sites for violations. + Participate in Continuous Quality Improvement (CQI) Projects, Dashboard Management, and Special Projects as assigned. + Regularly audits service delivery methods and client files to ensure meticulous compliance with federal, state, and local regulations, employing a proactive approach to quality control. + Oversee the completion of required reports and documentation, including deliverables reports, DDAS, and time and effort forms by deadlines. Ensure accurate data entry into reporting systems such as eCOMPAS, TREAT, and AWARDS. Client Record & Financial Management: + Oversee staff to guarantee that all client data and confidential records are managed with strict confidentiality and securely stored, meeting all HUD and HOPWA requirements. + Conduct thorough reviews of housing records to ensure adherence to federal, state, and local regulations, making necessary updates or corrections to uphold the highest standards of data integrity and security. + Work closely with the Property Management Department to manage and refine rent collection processes, ensuring procedures are strictly followed to enable timely payments and minimize delinquencies. + Oversee the maintenance of program census data, ensuring accurate tracking of client movements and adherence to capacity and funding requirements + Assist with the Annual GMHC Audit and ensure all documentation is completed by established deadlines, including HMIS reports, client income reports, roster reports, apartment inspection forms, and other necessary documentation. + Monitor and administer housing-related financial transactions, aiming for utmost transparency and efficiency in all fiscal activities. Staff Supervision & Engagement: + Collaborate with staff to maximize the use of internal and external property management databases such as AWARDS, eCompas, HASA Web, etc. + Lead the onboarding process for new hires, ensuring they are well-acquainted with departmental procedures, client engagement strategies, and ethical considerations specific to their roles ensuring they are well-prepared to meet the demands of their positions and understand the department's procedures and goals + Promote staff communication and foster team building between departmental staff promoting a culture of continuous learning and professional growth within the department, encouraging staff to stay current with industry developments and best practices. + Conduct thorough performance evaluations to assess individual contributions and address any areas of concern, facilitating a high standard of service delivery and adherence to contractual obligations + Assist staff with escalated client and landlord complaints and respond to emergencies as needed. Organizational Involvement: + Attend and actively participate in industry conferences representing GMHC with clients, landlords, and providers as needed. + Participate actively in all relevant GMHC organizational meetings and events, providing insights and feedback to support the housing department's objectives and broader strategic goals. + Work collaboratively with other departments to align services and improve overall organizational effectiveness, ensuring that the housing department's needs and perspectives are well-represented and understood. Other Duties: Perform additional responsibilities and special projects as assigned by the supervisor. SPECIAL SKILLS AND KNOWLEDGE In addition to the job responsibilities and educational requirements, the ideal candidate for this position should also possesses the following: Industry Expertise: + Deep understanding of multifamily residential property management, including comprehensive knowledge of tenant/landlord practices and relevant laws and regulations. + Extensive experience and a strong understanding of the challenges faced by populations with HIV/AIDS, substance use issues, and mental health conditions, providing sensitive and effective management. Analytical and Decision-Making Abilities: + Skilled in analyzing situations, evaluating options, and executing solutions swiftly to resolve issues effectively. Communication and Interpersonal Skills: + Exceptional verbal and written communication abilities, complemented by strong interpersonal skills for engaging with diverse stakeholders. + Ability to work within a fast-paced, data-driven, performance-based environment. Organizational Proficiency: + Demonstrated excellence in organizational, time management, problem-solving, and negotiation skills, ensuring efficient management of tasks and conflicts. Performance in Dynamic Environments: + Proven ability to thrive in a fast-paced, data-driven environment, focusing on performance metrics and outcomes. Language Skills: + Bilingual abilities in English and Spanish are highly preferred, enhancing communication with a diverse client base. Requirements EDUCATION AND CERTIFICATION + Required: Bachelor’s degree and 5+ years of New York City property management experience with a bank of broker and landlord contacts is required. + Preferred: Bachelor’s degree in Real Estate, Business Administration, or related field. TECHNICAL SKILLS The ideal candidate should have the following technical competencies to effectively manage case documentation, reporting, and client services: Intermediate to advanced proficiency in Microsoft Excel, including: + Data tracking and analysis for case management and program reporting. + Creating and managing spreadsheets to monitor client progress and deliverables. + Using formulas, pivot tables, and data validation to ensure accuracy in documentation. Basic Proficiency in Microsoft Office Suite, including: + Outlook: email communication, scheduling, and coordination with service providers + Word: creating case notes, service plans, and official correspondence + PowerPoint: preparing presentations for internal and external stakeholders Experience with electronic case management and data tracking systems, such as: + eCOMPAS, AWARDS, or similar platforms for documentation and compliance reporting. + Data entry and management to ensure contract deliverables are accurately recorded. Familiarity with government benefit systems and entitlement programs, including: + Social Security, Medicaid, SNAP, and Housing Assistance Programs. + Ability to navigate online portals and submit required client documentation. Strong documentation and compliance skills, ensuring: + Accurate case notes and service plans in adherence to regulatory requirements. + Confidentiality and compliance with HIPAA and other legal protections. WORK ENVIRONMENT & SCHEDULE This is a hybrid position requiring a mix of: + Fieldwork (conducting home visits, client escorts, and community outreach). + In-office duties (team meetings, case conferencing, and reporting). + Remote work as determined by the supervisor based on program needs. + Participation in the annual AIDS Walk New York event is mandatory for all GMHC staff. PHYSICAL DEMANDS While carrying out the responsibilities of this role: + Employee is routinely required to sit, engage in conversation, actively listen, and take notes. + Frequent travel across the five boroughs of New York City using public transportation. + Additionally, the employee must regularly stand, walk, and navigate stairs. Successful candidates will welcome the opportunity to work in a racially and gender-diverse environment and to contribute to a positive and inclusive atmosphere. Working at GMHC requires a demonstrated awareness of and commitment to the concerns of the breadth of the communities that we serve. GMHC is committed to fostering an inclusive, racially, and gender-diverse workplace and seeks candidates dedicated to promoting equity and social justice within our community. Salary Description $65,000-$75,000 per year (DOE)