Resident Services Manager

MSB Resources, LLC; City of Rochester (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

MSB Resources, LLC is seeking a Resident Services Manager in Rochester, NY to support residents at a large affordable housing community. The role emphasizes resident engagement, compliance documentation, and helping residents navigate housing processes.

The ideal candidate runs LIHTC/Section 8 coordination, tenant onboarding, and on-site collaboration with the Property Manager, while upholding dignity and boundaries in a compassionate setting.

Qualifications

• Experience in social work, case management, nursing, mental health, healthcare, or a related field.
• Ability to work with individuals facing mental health challenges, disabilities, homelessness, or financial hardship.
• Strong interpersonal, communication, problem-solving, and conflict-resolution skills.
• Compassionate, patient approach with professional boundaries.

Responsibilities

• Build professional relationships with residents and address concerns to create a respectful environment.
• Respond to resident complaints and daily challenges with patience, professionalism, empathy, and boundaries.
• Assist with resident file processing, documentation, and LIHTC eligibility requirements.
• Coordinate documentation and approval processes for Section 8 voucher residents in collaboration with Rochester Housing Authority (RHA).
• Support leasing team with applications, onboarding, and approvals.
• Maintain accurate, complete resident records and ensure paperwork is processed efficiently.
• Collaborate with the Property Manager and on-site team to ensure consistent communication and ethical practices.
• Assist with on-site community operations and work with leadership on financial and business decisions.

Skills

Social work

Case management

Nursing

Mental health

Healthcare

Affordable housing

Human services

Tools

RealPage

Job description

Resident Services Manager – Affordable Housing

Location: Rochester, NY | Competitive Compensation

Are you passionate about helping people, building trust, and supporting individuals facing complex life challenges? A well-established affordable housing operator is seeking a Resident Services Manager in Rochester, NY to support residents at a large affordable housing community.

This unique opportunity sits at the intersection of affordable housing, resident relations, and social services. Unlike a traditional Assistant Property Manager role focused heavily on financials and property operations, this position emphasizes resident engagement, conflict resolution, compliance documentation, and helping residents navigate housing-related processes.

The community primarily serves individuals with very low incomes, disabilities, mental health challenges, and housing insecurity. The ideal candidate brings patience, compassion, sound judgment, and the ability to establish professional boundaries while treating every resident with dignity and respect.

A background in social work, nursing, mental health, case management, or healthcare may be just as valuable as traditional property management experience. Affordable housing and compliance knowledge are preferred, but the right person, mindset, and aptitude matter most.

Key Responsibilities

• Resident Relations and Support: Build professional relationships with residents, address concerns, navigate challenging situations, and promote a respectful residential environment.
• Resident Issue Resolution: Respond to resident complaints and day-to-day challenges with patience, professionalism, empathy, and appropriate boundaries.
• Affordable Housing Compliance: Assist with resident file processing, documentation, and eligibility requirements associated with Low-Income Housing Tax Credit (LIHTC) programs.
• Rochester Housing Authority (RHA) Coordination: Support the approval process for project-based Section 8 voucher residents by coordinating documentation, following up on outstanding items, and helping maintain accurate files.
• Leasing and Application Support: Work collaboratively with the leasing team to support applications, resident onboarding, and the approval process.
• Documentation and Organization: Maintain complete, accurate, and organized resident records while helping ensure required paperwork is processed efficiently.
• On-Site Team Collaboration: Partner with the Property Manager and other team members to maintain consistent communication, ethical practices, and a stable resident experience.
• Community Operations: Help address resident-related operational needs while working closely with corporate leadership, which provides hands-on guidance for financial and business decisions.

Qualifications

• Experience in social work, case management, nursing, mental health, healthcare, human services, affordable housing, or a related field.
• Demonstrated ability to work effectively with individuals experiencing mental health challenges, disabilities, homelessness, or financial hardship.
• Strong interpersonal, communication, problem-solving, and conflict-resolution skills.
• A compassionate, patient approach combined with the ability to maintain appropriate professional boundaries.
• Excellent organizational skills and attention to detail when managing documentation and resident files.
• Familiarity with affordable housing programs, including LIHTC, HUD, or Section 8, is preferred but not required.
• Basic understanding of compliance documentation and income eligibility, or the ability to learn these processes quickly.
• RealPage experience is a plus, but training can be provided.
• A dependable employment history and a genuine commitment to building long-term relationships with residents and colleagues.
• Ability to work on-site in the Rochester, NY area, ideally within approximately 30 minutes of the community.

Why Consider This Opportunity?

• Purpose-driven work: Make a tangible difference in the housing experience of individuals who benefit from consistent, compassionate support.
• A role focused on people: Spend more time on resident relationships and support than on traditional property management financial responsibilities.
• Hands-on corporate support: Work with engaged leadership that provides guidance on financial and operational decisions.
• A collaborative team environment: Join an established on-site team that values professionalism, ethical decision-making, and clear boundaries.
• Transferable career experience: Apply your social services, healthcare, or resident support background in an affordable housing environment while developing additional compliance and property management skills.
• Competitive compensation: Compensation is flexible and will be based on the candidate's experience and qualifications.

Who Will Thrive in This Role?

This position is ideal for someone who genuinely enjoys working with people, remains calm in challenging situations, and understands the importance of consistency and trust in a residential community. The right candidate will recognize that residents may have complex needs and that compassion must go hand in hand with professionalism, accountability, and boundaries.

This is not a conventional luxury apartment or hospitality-focused position. It is an opportunity for someone who wants to combine strong people skills with meaningful, hands-on work in affordable housing.

If your background is in social work, nursing, mental health, case management, healthcare, or affordable housing, and you're looking for a long-term opportunity where your work matters, we'd love to hear from you.

This is an on-site role based in Rochester, NY.