SCOPE: The Area Manager is responsible for ensuring compliance with Low-Income Housing regulations and all applicable federal, state, local, and funding agency requirements. This position provides leadership, direction, and oversight to assigned property management and maintenance teams to ensure operational excellence, regulatory compliance, financial performance, resident satisfaction, and the achievement of CMHA's mission and vision.
The Area Manager serves as a role model for CMHA's values of Respect, Integrity, Accountability, Professionalism, Initiative, Creativity, Accuracy, Timeliness, Quality, and Exceptional Service, fostering a culture of high performance, teamwork, resident-focused service, and continuous improvement.
ESSENTIAL DUTIES AND RESPONSIBILITIES: The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required.
- Plan, organize, direct, and coordinate all phases of property management and maintenance operations for assigned CMHA housing programs.
- Provide leadership, coaching, mentoring, and performance management to Property Managers and assigned staff, promoting accountability, professionalism, and exceptional customer service.
- Foster a workplace culture built on respect, integrity, teamwork, innovation, and continuous improvement.
- Demonstrate initiative in identifying operational challenges and implementing effective solutions to improve performance and resident satisfaction.
- Ensure all properties are maintained to the highest standards of quality, safety, curb appeal, and operational efficiency.
- Ensure compliance with all applicable HUD, Public Housing, Housing, Fair Housing, landlord-tenant, and other federal, state, and local regulations.
- Ensure waiting lists are administered accurately and in compliance with applicable program requirements.
- Conduct regular property audits and inspections to verify compliance with regulatory requirements, agency policies, and investor and syndicator expectations.
- Ensure timely and accurate preparation and submission of all required reports, certifications, and documentation.
- Maintain accurate records and documentation in accordance with established regulatory and agency requirements.
- Resident Relations and Customer Service
- Promote and deliver Gold Standard customer service to residents, applicants, staff, vendors, and community partners.
- Work directly with residents, resident councils, and community organizations to address concerns, resolve complaints, and strengthen resident engagement.
- Collaborate with Support Services and community agencies to connect residents with supportive resources and services.
- Ensure residents are informed of issues affecting their tenancy and that lease provisions are administered fairly, consistently, and respectfully.
- Mediate landlord-tenant disputes and support positive resident relations while protecting CMHA's interests.
- Achieve financial objectives through effective budget management, rent collection practices, occupancy management, and cost control measures.
- Participate in the preparation and administration of annual operating budgets and monitor expenditure to ensure compliance with budgetary guidelines.
- Monitor rent collections, delinquency trends, and occupancy performance and implement strategies to maximize revenue and minimize loss.
- Maintain working knowledge of accounts payable and accounts receivable processes and ensure accurate financial reporting.
- Ensure timely deposits, documentation, and reconciliation of rent collections and related financial transactions.
- Develop and implement effective leasing, retention, and marketing strategies to maximize occupancy and resident retention.
- Execute marketing and advertising campaigns, leasing events, property tours, and outreach activities.
- Review and approve applicant files, lease documentation, and move-in processes to ensure accuracy and compliance.
- Conduct market analyses and remain informed regarding market trends, competition, and demographic changes affecting property operations.
- Ensure preventive maintenance programs are implemented and monitored to preserve CMHA assets and improve resident satisfaction.
- Review contract work and vendor performance to ensure quality workmanship, compliance, and cost effectiveness.
- Utilize maintenance management software to monitor work orders, maintenance performance, and property conditions.
- Ensure modernization and capital improvement funds are used effectively to address property needs and enhance long-term asset value.
- Coordinate eviction activities with legal counsel and ensure legal actions are administered accurately, consistently, and in accordance with applicable laws and regulations.
- Review and prepare documentation related to lease violations, delinquent accounts, grievances, and court proceedings.
- Serve as a liaison among legal counsel, property management staff, and residents regarding legal matters, hearings, transfers, and collections.
- Maintain building security measures and ensure timely documentation, reporting, and follow-up on incidents and claims.
- Manage health and safety programs, including emergency preparedness, fire safety, and staff training initiatives.
- Oversee property records management systems, ensuring accuracy, completeness, confidentiality, and regulatory compliance.
- Ensure tenant, applicant, accounting, vendor, and contract files are maintained in accordance with agency requirements.
- Review and approve payroll records, leave requests, personnel actions, and performance evaluations.
- Ensure timely completion of assignments, reports, audits, and operational objectives.
- Perform other duties as assigned.
DESIRED QUALIFICATIONS:
- Ability to perform in a busy, changing, multi-tasking work environment;
- Excellent written and verbal communication skills;
- Experience in management of subsidized residential property;
- Ability to define problems, collect data, and establish facts in order to draw valid conclusions; and
- Ability to analyze program performance, establish performance objectives and carry out objectives.
- Working knowledge of PC-based computer applications for management reporting systems, e.g. Microsoft word, excel, and Outlook.
EDUCATION/EXPERIENCE/CERTIFICATIONS:
- Bachelor’s degree in management, Business Administration, Urban Studies, Property Management or related field; or an equivalent combination of post-secondary education and property management experience;
- Three (3) to five (5) years of responsible related work experience; and at least three years of progressively more responsible public housing experience;
- Certifications in the following: Housing Credit Certified Professional, Certified Occupancy Specialist, Specialist in Housing Credit Management; and
- Experience with affordable housing and Low-Income Tax Credit.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to sit or stand for eight hours while performing essential work duties. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must be able to perform essential job functions in an environment that could have increased stress levels.
OTHER: The incumbent must possess and maintain a valid driver's license in state of residence, and maintain an insurable driving record under the terms and conditions of the CMHA auto liability policy. The incumbent may have no more than 4 accumulated points in 3 consecutive years.
Note: As a condition of employment at CMHA, you must agree to and pass a drug screen test, criminal background check, and motor vehicle check.
