Scope :
The Oklahoma City Housing Authority (OCHA) provides affordable, decent, safe, and sanitary housing or housing assistance, with quality environments and opportunities to low-income people of Oklahoma City. The Community Enhancement Corporation (CEC) is the instrumentality to OCHA that acts as the real estate development arm of OCHA while combining services to residents living in specialized housing. Currently OCHA and CEC are undergoing an exciting transition by strategically developing opportunities to increase access to housing for individuals and families. In order to provide a service rich environment for residents served by OCHA and CEC, the Resident Services Department (RSD) was developed in October 2022. The mission of RSD is to provide wrap around services to all residents to provide the opportunity to achieve self-sufficiency as well as age in place with an increased quality of life.
The overall goal of the Resident Services Compliance and Operations Manager is to ensure compliant and effective delivery of Resident Services programs through operational oversight, performance tracking, reporting, and continuous improvement to support program integrity, resident engagement, and departmental effectiveness. This position does not have supervisory responsibilities.
Accountability:
This position reports to the Director of Resident Services.
Essential Duties and Responsibilities:
- Monitor and evaluate Resident Services programs and operations to ensure compliance with HUD regulations, grant requirements, organizational policies, and departmental procedures.
- Develop, implement, maintain, and continuously improve departmental policies, procedures, workflows, and operational standards to promote consistency, efficiency, and compliance across programs.
- Establish and maintain systems for program monitoring, quality assurance, performance measurement, documentation, and reporting.
- Conduct regular reviews, audits, and assessments of program operations, records, and activities to identify compliance risks, operational gaps, and opportunities for improvement.
- Monitor program benchmarks, performance indicators, and outcomes; analyze data and prepare reports, recommendations, and corrective action plans to support informed decision-making.
- Oversee departmental tracking systems, documentation, records management, and reporting processes to ensure accuracy, completeness, and compliance with regulatory and organizational requirements.
- Coordinate and support the day-to-day operations of Resident Services programs to ensure activities, services, and initiatives are implemented effectively and in accordance with established standards.
- Serve as the primary resource for Resident Services staff regarding program operations, compliance requirements, policies, procedures, and implementation questions.
- Provide guidance, training, technical assistance, and operational support to Resident Services staff to promote consistent program delivery and adherence to established standards.
- Support and monitor the work of program coordinators to ensure departmental goals, benchmarks, activities, and events are successfully executed. This position does not directly supervise staff but provides operational oversight and accountability for assigned program functions.
- Collaborate with internal departments, external partners, funding agencies, and service providers to support program compliance, reporting requirements, and operational effectiveness.
- Coordinate and support internal and external monitoring activities, audits, site visits, and program reviews.
- Research and maintain current knowledge of HUD regulations, grant requirements, industry best practices, and emerging trends affecting Resident Services programs and operations.
- Assist leadership with strategic planning, program development, risk management, and continuous improvement initiatives.
- Perform other duties and responsibilities as assigned.
Qualifications Required:
- Strong written, verbal, and interpersonal communication skills with the ability to collaborate effectively across teams and with diverse populations.
- Knowledge of program administration, operational systems, and compliance-focused environments.
- Strong analytical skills with the ability to interpret data, identify trends or gaps, and support informed decision-making.
- Highly organized with strong attention to detail, accuracy, and the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Ability to work independently, exercise sound judgment, and maintain professionalism when managing competing priorities and differing perspectives.
- Proven ability to build and maintain effective, collaborative working relationships with staff, partners, and stakeholders.
- Proficiency in Microsoft Word and Excel; familiarity with tools such as Canva or similar design/communication platforms.
- Ability to travel throughout the service area; must have reliable transportation, valid driver’s license, and proof of insurance (mileage reimbursement provided).
Bachelor’s degree in public or business administration, social services, nonprofit management or related field preferred; equivalent combination of education and experience may be considered. Must possess Oklahoma Driver’s License with an acceptable driving record and maintain an insurable driving record under the terms of conditions of the OCHA auto liability policy. Reliable transportation is a must.
Qualifications Preferred:
- Knowledge of resident services models, referral processes, and community resources.
- Experience with grant-funded programs and compliance requirements.
- Experience working in affordable housing or nonprofit services.
Physical :
While performing the duties of this job, the employee is frequently required to maintain stationary position, operate computers and other office equipment, move about an office, and attend onsite and offsite meetings. The employee must be able to stand or sit for eight hours while performing job duties. The employee must be near vision enough to read and write correspondence, read and complete reports, etc. Hearing and speech sufficient to communicate clearly and effectively in person and by telephone. Physical range of motion and coordination for extensive work with files and resident activities as well as the ability to access all types of housing including apartment complexes and buildings. Occasional lifting up to 40 pounds.
Working Conditions :
The employee acknowledges working conditions are stressful at times due to the volume and content of the workload.
