Program Manager, Resident Services

Just-A-Start Corporation; Cambridge (MA); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical and dental benefits

Paid Time Off

Volunteer Time Off

13 paid holidays

401(k) retirement plan with 3% employer contribution

'Find Your Joy Fridays'

Job summary

A community-focused housing organization in Cambridge, MA is seeking a Program Manager for Resident Services to oversee and manage resident services programming at affordable housing properties. The role involves collaborating with property managers, directly engaging with residents for service delivery, and supervising staff. Ideal candidates should have a Bachelor's in Social Work, 5-7 years of relevant experience, and strong communication skills. The organization offers competitive salary and benefits including Paid Time Off and a unique 'Find Your Joy Fridays' initiative.

Qualifications

• 5-7 years professional experience in human services or social work.
• 3 years experience in program management and staff supervision.
• Demonstrated experience working with low-income families.

Responsibilities

• Oversee implementation of resident service programming.
• Support property management staff for effective service delivery.
• Meet with residents for direct service delivery and assessments.

Skills

Cultural competency

Effective communication

Team management

Problem-solving

Organizational skills

Bilingual in Spanish, Bengali, Amharic, Cantonese/Mandarin or Hindi

Education

Bachelor's Degree in Social Work or related field

Master's Degree (preferred)

Tools

Google Workspace

Microsoft Office Suite

Salesforce

Job description

Type: Exempt

Supervisor: Director of Housing

Salary Range: $85,000-90,000

Location: Located on-site at Just A Start properties

POSITION PURPOSE

The Program Manager, Resident Services is a key member of Just A Start’s Housing Services team, and is responsible for the oversight of resident services programming at Just A Start affordable housing properties, serving residents within our portfolio. As a key liaison between residents and property managers, this role will advocate effectively for resident needs, with a customer-service orientation, while building strong and productive relationships with our property management partners. The Program Manager reports to Just A Start’s Director of Housing, and supervises two Resident Services Coordinators as well as occasional part time support staff. This role is also responsible for some direct resident service delivery.

RESPONSIBILITIES

• Oversee the implementation of programming in core resident service areas, such as housing stabilization, community events, and economic empowerment.
• Collaborate effectively with property management staff on a wide variety of issues related to resident services, supporting effective service delivery to residents.
• Support property management staff in new resident orientation, and ensure a smooth move-in and initial occupancy.
• Meet individually with residents as part of direct service delivery to make assessments and appropriate referrals, including accessing state and federal benefits, financial coaching, and other issues that impact the resident’s quality of life.
• Assist in the development of community programs to expand program offerings that meet identified resident needs.
• Use program data and regular reporting in Salesforce as a tool for service delivery, program supervision and quality improvement.
• Supervise and support 2 Resident Services Coordinators, ensuring high quality and resident-centered activities.
• Develop and maintain networks and partnerships with service providers, community organizations, businesses and educational institutions.
• Contribute to a positive and effective teamwork environment with resident service coordinators.
• Work with the Director of Learning and Evaluation to assess quality of services and resident satisfaction with programming.
• Attend Resident Advisory Board meetings, staff meetings, training events and other meetings and conferences as required.

Time Allocation

• 65% – Oversee and manage resident services delivery across two Just A Start affordable housing portfolios, including program planning, coordination, supervision, and partnership with Property Management.
• 35% – Provide direct resident services and relationship‑building support, including resident engagement, needs assessment, referrals, and follow‑up.

SKILLS AND QUALIFICATIONS

Required Qualifications

• Bachelor's Degree in Social Work, human services, or related field (Masters Degree preferred).
• 5-7 years professional experience in human services, social work, or a related field.
• 3 years experience in program management and staff supervision.
• Demonstrated experience working collaboratively with low-income families.
• 3-5 years relevant work experience with affordable housing populations.
• Proficient in Google Workspace and Microsoft Office Suite.
• Ability to learn and use Salesforce.

Core Abilities And Competencies

• Cultural competency; adept at working with diverse participants.
• Effective communicator who is able to engage a wide range of stakeholders effectively.
• Proven ability to manage a team and supervise staff effectively.
• Excellent problem‑solving, organizational, and interpersonal abilities.
• Ability to maintain accurate client files and impeccable documentation.
• Excellent written and oral communication skills.
• Strong organizational, detail oriented, and time management skills.
• Bi‑lingual in Spanish, Bengali, Amharic, Cantonese/Mandarin or Hindi, preferred.

SALARY AND BENEFITS

Starting annual salary $85,000 - $90,000. In addition to a competitive salary, Just A Start offers excellent benefits, including medical, dental, Paid Time Off, Volunteer Time Off, 13 paid holidays and a 401(k) retirement plan with a 3% employer contribution. In addition, Just A Start has implemented a “Find Your Joy Fridays” benefit that allows full‑time employees to leave work at 2:00 pm on Fridays.

Just A Start is an Equal Opportunity Employer. Our staff represents a wide range of ages, races, interests, and backgrounds coming together in pursuit of common goals. We value diversity and work together to create an inclusive culture where people from all backgrounds can thrive and belong. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, genetics or any other characteristic protected by law.

PHYSICAL DEMANDS

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. Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is quiet to moderate.