Resident Engagement & Ombudsman Manager

Chicago Housing Authority; Chicago (IL); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

PTO

Health Insurance

Disability Insurance

Long-Term Care Insurance

Parking/Transit

Prepaid Legal Services

529 College Savings Plan

Identity Theft Protection

Pension Plan

Hybrid work schedule

Job summary

Chicago Housing Authority seeks a Project Manager, Resident Engagement & Ombudsman to support CHA's resident engagement strategy and to manage day-to-day Ombudsman activities for mixed-income communities. The role connects residents with property management, CHA departments, developers, and community partners to ensure concerns are heard, tracked, and resolved.

The position requires coordination of CET, engagement with resident leadership, and cross-department collaboration.

Qualifications

• Bachelor's degree in Public Administration, Social Services, Community Development, Business Administration, Communications, Psychology, or a related field.
• Minimum of four (4) years of relevant experience in resident/community engagement, housing, public service, property management, community development, or a related area.
• Experience working with residents, resident leadership, community organizations, or mixed-income communities preferred.
• Knowledge of public housing, Housing Choice Voucher, and mixed-income/mixed-finance housing programs preferred.

Responsibilities

• Serves as designated CHA point of contact for resident concerns involving property management, developers, CHA departments, and other responsible parties in mixed-income communities.
• Tracks resident concerns from identification through resolution using CHA's identified systems including Yardi or other established mechanisms
• Identifies and analyzes recurring, urgent, or unresolved concerns and recommends next steps.
• Facilitates communication among residents, property management, developers, and CHA departments when additional coordination is needed to resolve issues.
• Coordinates required Ombudsman meetings, resident notices, reporting, and related activities.
• Serves as the day-to-day lead for implementation and coordination of the Community Engagement Teams (CET) strategy under the direction of the Director, including supporting quarterly meetings and taking the lead when piloting new strategies
• Works with Resident Leadership, Property Management, CHA's Property team , and other CHA departments to identify concerns, establish responsibility, and monitor follow-up.
• Ensures CET complements existing Resident Leadership, Property Management, and Working Groups without duplicating or replacing their roles.
• Tracks recurring property management, unit, common-area, and community concerns raised through CET and identifies matters requiring additional coordination.
• Documents progress, outcomes, and lessons learned from the pilot and supports recommendations regarding future implementation.
• Participates in the onsite inspection team through Quality Assurance and Accountability
• Coordinates with CHA's Customer Experience Team to address calls and emails.
• Works across CHA departments to strengthen communication, follow-through, and accountability without replacing departmental responsibilities.

Skills

Relationship-building

Communication

Facilitation

Listening

Problem-solving

Organization

Cross-functional collaboration

Education

Bachelor's degree

Tools

Microsoft Office

Yardi

CMTS

Job description

Chicago Housing Authority seeks a Project Manager, Resident Engagement & Ombudsman to support CHA's resident engagement strategy and to manage day-to-day Ombudsman activities for mixed-income communities. The role connects residents with property management, CHA departments, developers, and community partners to ensure concerns are heard, tracked, and resolved.

The position requires coordination of CET, engagement with resident leadership, and cross-department collaboration.