Resident Services Manager

As a key leader in the Housing and Community Development Department's Public Housing Division, the Resident Services Manager will oversee all resident services activities at the Tucson House, Tucson's largest public housing development.

The Resident Services Manager will ensure that public housing residents will have access to comprehensive educational, employment, recreational, wellness, health, and social services resources;

and will develop a case management model and service approach for implementation at the Tucson House. This position will serve as an integral member of the Choice Neighborhoods implementation (CNI) Grant team, developing and executing the People Plan by coordinating a set of robust services with additional partners and tracking outcomes of residents.

Under the supervision of the Public Housing Administrator, the Resident Services Manager is responsible for oversight of the delivery of resident services programming with a focus on services for older adults and persons with disabilities.

The Resident Services Manager will oversee a team of two (2) Resident Services Supervisors, four (4) Care Coordinators, and four (4) Peer Resident Services Agents with lived expertise, and social work interns.

Essential Functions

• Serves as the representative of the People program on the CNI team, coordinating communication with HCD staff, development team, property management, HUD, partners and contractors, case management, and relocation staff.
• Oversees the planning, design, and delivery of programming in the core service areas and progress toward program outcomes, including the development, submission, and monitoring of the CNI People Plan to HUD.
• Executes and manages subrecipient agencies and their contracts for the provision of agreed upon services.
• Develops pilot programs and related tools and outcome measurements to expand program offerings to meet identified resident needs.
• Uses program data and regular reporting as a tool for staff and program supervision and quality improvement.
• Provides input in the development of resident services budgets and is responsible for monitoring budgets and reporting on variances.
• Provides information required to submit relevant grant applications for programming and contributes to grant applications as requested.
• Facilitates effective working relationships between Resident Services, Property Management, and outside service provider staff.
• Contributes to a positive and effective teamwork environment with colleagues.
• Completes all required statistical records and reports in a timely manner.
• Works closely with Database Administrator to ensure optimal setup and deployment of case management software, execute and monitor data sharing agreements, and report on outcomes to HUD.
• Designs and implements evaluation tools to assess quality of services and resident satisfaction with programming. Attends all staff meetings, trainings and other appropriate meetings and conferences as required.
• Coordinates and expands network of community service providers offering resources to Tucson House residents, establishes schedules, and promotes participation among residents.
• Locates, develops and maintains networks and partnerships with relevant service providers, community organizations, business and educational institutions and assists Resident Services staff to do the same.
• Partners closely with redevelopment and relocation teams to educate residents about relocation opportunities, rights, and responsibilities, and ensure maximum re-occupancy of original residents in new and rehabilitated developments.
• Convenes service providers and facilitates regularly scheduled collaborative meetings. Participates in community groups working to improve services for residents in order to develop new resources that address unmet needs.
• Assists residents from other properties on an as-needed basis. Directly supervises work of Resident Services staff and volunteers / interns.
• Carries out supervisory responsibilities in accordance with City policies and applicable laws.
• Acts as hiring manager for Resident Services staff and volunteers / interns, conducts interviews and pre-selection testing, as applicable.
• Trains and orients Resident Services staff and volunteers / interns.
• Evaluates Resident Services staff and volunteer / intern performance, provides coaching and supervision to support success.
• Provides training and educational assistance to Resident Services staff and volunteers / interns to promote proficiency in work assignments and adherence to City policies and procedures.
• Plans, assigns, and directs work of Resident Services staff and volunteers / interns. Addresses employee concerns and resolves challenges.

Minimum Qualifications

Minimum Education Level & Type : Bachelor's Degree

Minimum Experience Qualifications : At least 3 years of Lead or Supervisory experience in public assistance, property and grant management, and delivering community services.

Lead" is defined as leading at least one (1) full-time FTE in a work unit. It does not include leading projects, departments, contractors, interns, etc.

Supervisory" is defined as having supervised at least one (1) full-time FTE.

You can get further details about the nature of this opening, and what is expected from applicants, by reading the below.

Any combination of relevant education and experience may be substituted on a year-for-year basis.

Preferred Qualifications

• Clinical or Master Social Worker with ability to supervise Master’s level social work intern.
• Two (2) or more years professional experience in social work preferred.
• Five (5) or more years experience directly managing social services programs for low-income older adults, persons with disabilities, families, or other vulnerable populations.
• Bilingual in English and Spanish preferred.
• Understanding of harm reduction, trauma-informed care, strengths-based interventions, and other evidence-based practices.
• Lived experience of housing instability and / or public housing residency.
• Section 3 Workers : Current annual income of $45,500 or less.

Selection Plan

IMPORTANT INFORMATION REGARDING COVER LETTERS AND RESUME's :

Applicants MUST attach a cover letter and resume to the application as part of a writing sample. The cover letter may not exceed two typed pages and must address the following :

The cover letter must describe your qualifications for the position and include a description of your experience and understanding of harm reduction, trauma-informed care, strengths-based interventions, and other evidence-based practices.

As part of the online application process all applicants are required to submit a cover letter and resume under the "Resume" tab.

The system will allow you to upload one document so you will want to scan your resume as one document for uploading purposes.

Resume's may also be sent via email to [email protected] no later than the job closing date. Please ensure your application contains the required cover letter and resume prior to submission.

If submitting via email, please indicate "Resident Services Manager-Grant-Funded" in the subject line. Applications received without a resume will be considered incomplete.

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile, the responses to their supplemental questions, and the writing sample.

The highest combined scoring applicants will be invited to participate in oral board interviews.

Oral Board interviews will be held in person for local residents and may be held virtually for out of town candidates.

It is important to note that the City of Tucson uses Microsoft Teams to conduct virtual interviews. If you are an out of town candidate that will be interviewing virtually, please ensure that you have access to this software application, as well as a working camera.

Oral Board Interviews will be held in-person and / or virtually for out of town candidates, if needed, via Microsoft Teams on December 13, 2023 and December 14, 2023 in person interviews will be held at 310 N.

Commerce Park Loop, Tucson, AZ. 85745 at the Santa Rita Building.

Those applicants passing the interview process may be invited to participate in a hiring interview.

Upon completion of all examination processes, the highest scoring applicants will be placed on the Civil Service Employment list.

An applicant's ranking on the Civil Service list will be based on their final score which will be calculated as :

10% of your rating for training, education and work experience

20% of your rating for your writing sample (cover letter and resume).

70% of your rating for your oral board interview.

This recruitment will establish a civil service list that will be utilized to fill vacancies in the Housing & Community Development Department within the next 6 months.

Veterans, Native American, or Disability preference points will be added to the final score for those that are placed on the Civil Service Employment List.

If you qualify for preference points as outlined in the Employment Profile, you must upload your documentation as part of the application process.

The DD214 must be a copy that indicates characterization of service. If you are in need of the Americans with Disabilities Act-related accommodation during the testing process, please contact Jennifer Trongard by email at Jennifer.

[email protected] at least 48 hours prior to the evaluation.

Pre-Employment Medical Testing Requirements

None

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To ensure accurate payroll information for tax purposes, the successful candidate will need to provide their original Social Security Card or original letter from the Social Security Administration with their social security number prior to beginning work with the City of Tucson.

The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination.

Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States.

In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.

Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification.

Creditable service does not accrue during any reemployment period.

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