JOB PURPOSE:
The Resident Services Supervisor reports directly to the Director of Facilities Management and is responsible for overseeing resident service programs that promote independence, health, and quality of life for residents. The position provides leadership and guidance to Service Coordinators while serving as a liaison between residents, healthcare providers, social service agencies, and community organizations. In addition, the Resident Services Supervisor provides administrative support to the Facilities Department, including assisting with ordering supplies, processing invoices, and maintaining related documentation.
The Resident Services Supervisor is also responsible for oversight of resident service request workflows, including monitoring service ticketing systems, ensuring timely assignment and resolution of service requests, and supporting consistent resident service delivery standards.
JOB RESPONSIBILITIES:
Resident Services and Case Management
Assess resident needs and identify appropriate supportive services and community resources.
Develop and maintain individualized service plans and referrals based on resident needs and preferences.
Coordinate with healthcare providers, social service agencies, and community organizations to ensure residents receive necessary services.
Monitor residents' changing needs and conduct follow-up to ensure services remain effective and appropriate.
Maintain confidential resident files, case notes, and required documentation.
Assist residents with accessing entitlement programs, benefits, and supportive services.
Conduct wellness checks and assist with crisis intervention and emergency situations.
Organize educational, health, wellness, and social programs that enhance residents' quality of life.
Advocate on behalf of residents to ensure access to appropriate services and support.
Leadership and Supervision
Supervise, mentor, and provide guidance to Service Coordinators.
Ensure compliance with HUD and organizational requirements related to service coordination.
Review reports, documentation, and program activities to ensure quality and consistency.
Promote collaboration among housing, facilities, and resident services personnel.
Monitor staff productivity, caseload management, and service delivery metrics to ensure departmental goals and performance standards are achieved.
Conduct audits of resident records, service requests, and documentation to ensure accuracy, timeliness, and compliance.
Administrative, Facilities, and Operational Support
Report directly to the Director of Facilities and provide updates regarding resident service operations and program outcomes.
Assist the Facilities Department with ordering supplies, maintaining inventories, and coordinating vendor requests.
Process invoices, maintain records, and support departmental purchasing activities.
Oversee bill and invoice processing, including review for accuracy, proper coding, timely submission, and compliance with financial procedures.
Serve as liaison between Facilities, Finance, and vendors to resolve invoice discrepancies and ensure proper documentation and payment tracking.
Oversee resident services ticketing system functions, including assignment, tracking, escalation, and resolution of service requests.
Monitor open tickets, aging reports, and service trends to ensure timely resolution and identify recurring operational issues.
Analyze ticketing data to recommend process improvements and enhance resident satisfaction and operational efficiency.
Monitor resident satisfaction metrics, including response times and service outcomes.
Prepare monthly operational reports, including ticket volumes, resolution rates, and service performance indicators.
Coordinate and participate in interdisciplinary meetings with housing and facilities staff.
Establish and maintain relationships with community agencies and service providers.
Perform other duties and special projects as assigned.
Schedule: 8:30AM – 5:30PM
Weekly Hours: 40
QUALIFICATIONS:
Education: Associates degree, and/or equivalent work experience.
Experience:
Minimum of three years of experience in service coordination, case management, senior housing, healthcare, or related social services.
Previous supervisory experience preferred.
Knowledge of HUD Service Coordinator requirements and community resources.
Strong leadership, organizational, communication, and interpersonal skills.
Proficiency in Microsoft Office and electronic documentation systems.
Experience with ticketing systems, work order platforms, case management systems, or CRM systems preferred.
Language: Spanish bilingual.
Additional Requirements:
Resident Advocacy and Case Management
Program Development and Community Outreach
Leadership and Staff Supervision
Regulatory Compliance and Documentation
Crisis Intervention and Problem Solving
Budget Support and Invoice Processing
Ticketing System Oversight and Service Request Management
Performance Monitoring and Quality Assurance
Interdepartmental Collaboration
Customer Service and Relationship Building
Physical Requirements & Work Environment
Given the nature of the position, the individual must be able to safely work in areas such as construction zones, machine and boiler rooms, rooms, or closets where access to mechanical, electric, and communication panels are located, water and sewage pumps, elevator access rooms, maintenance and facilities equipment and other items and supplies are stored, HVAC units, any fuel sources, roofs, and ceilings in buildings, etc. In addition, the work environment may be subject to variable work temperatures, environmental elements (ie. snow, rain, sleet, etc.), and other environmental factors unregulated and/or unknown at this time but may be encountered due to the nature of the position.
Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to:
Standing – Duration of up to 8 hours a day.
Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods.
Lifting/Push/Pull – Up to 75 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc.
Bending/Squatting – Must be able to safely bend or squat to perform the essential functions under the scope of the job for extended periods during the workday.
Stairs/Steps/Walking/Climbing – Must be able to safely maneuver and work on stairs, ladders, scaffolds, etc. climb up/down and walk to access work areas. Must be able to climb and crawl into spaces and work areas. The position requires the individual to be able to travel and walk between sites/locations and work areas throughout the day.
Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, tools, switches, dials, etc.)
Sight/Visual Requirements – Must be able to visually assess and evaluate the physical environment from floor to ceiling during environmental rounds, read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. Required to wear eye protection for some tasks.
Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, must be able to speak comfortably and clearly with language and motor skills for customers to understand the individual. In addition, must use audio processing to conduct environmental rounds for alarms, bells, etc.
Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.
Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company.
We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
$85,000.00 - $95,000.00
Every application is reviewed by our recruitment team. We do not use AI to make hiring decisions or automatically reject applicants. All employment decisions are based on job-related qualifications and applicable employment laws.
