Resident Services Manager

• You submit an online application that includes supplemental questions
• We assign you a score based on your qualifications
• Top scoring candidates are referred to the hiring manager for interview consideration
• We conduct background and reference checks before hiring

• Serve as backup to property managers during absences of a week or more, including supervising site attendants, resolving disputes or urgent issues, and responding to phone calls and emails.
• Manage commercial properties, maintain clear and consistent communication with commercial tenants, and collaborate with the broker on leasing activities, including coordinating and supporting build-out negotiations.
• Serve as backup manager for the CDA office building, overseeing daily operations and addressing issues in the absence of the Assistant Director of Property Management.
• Coordinate and lead monthly Senior Move-In orientation and execute lease agreements while ensuring all documentation is complete, accurate, and thoroughly reviewed.
• Assist with pre-screening applicant files by reviewing submitted documents for completeness and accuracy, verifying eligibility criteria, and identifying missing or inconsistent information; issue decision letters to applicants and represent management during informal grievance hearings for public housing.
• Perform comprehensive monthly property inspections, documenting conditions, identifying maintenance needs, and ensuring resident upkeep and compliance with safety and operational standards.

• Draft clear and easy-to-understand memos and newsletters to keep residents informed, strengthen community relations, and ensure timely communication of important updates and policies.
• Render and provide residents with acceptance or denial decisions on reasonable accommodation requests by reviewing all required documentation, including request forms and verification-of-need forms.
• Render VAWA determinations for the department by conducting fact-based, unbiased reviews; consulting legal counsel as needed; requesting and evaluating additional information; and issuing a final "No Bias" decision strictly grounded in the evidence.

• Serve as the primary point of contact for Yardi/RentCafe, leading initiatives, projects, and system updates for the Property Management Department.
• Maintain and update system templates to ensure accuracy and consistency across property management operations.
• Develops standard operating procedures for Yardi processes.
• Identify and implement software-related efficiencies to optimize workflows and improve departmental productivity.
• Stay up-to-date on Yardi software through Client Central and trainings.

• Complete required program compliance and CDA reports.
• Perform back up duties for other Property Managers (as assigned).
• Assist with new property management staff training.
• Attend bi-monthly Agency meetings, monthly staff meetings, monthly supervisor check in meetings.
• Participate in training opportunities as supervisor/Agency sees necessary.

• Promote a positive image of the CDA to clients.
• Develop and maintain a good working relationship with CDA employees, vendors and contractors working with the CDA.
• Answer calls and emails within 24 hours.
• Handle calls or meetings with irate parties in a professional manner to diffuse the issue/conflict.
• Abide by all Board approved policies, policies prohibiting discrimination and harassment, executive communications, administrative procedures, and safety procedures established by the CDA.

• A minimum of five (5) years related education and/or experience.
• A valid driver's license.

• Personnel development, direct supervision, administrative practices, and procedures.
• Federal regulations, affordable housing, i.e. Low Rent Public Housing and Section 42 Tax Credit Housing.
• Minnesota Landlord/Tenant Statutes. 
• Public Relations, marketing, and leasing. 
• Property/facility maintenance and management.
• Knowledge and experience of Yardi/RentCafe, including serving as a primary point of contact, maintaining and updating system templates, implementing software efficiencies, and optimizing property management workflows.
• Knowledge of Microsoft 365.

• Treat residents courteously, respond to resident/vendor requests in a timely manner, seek feedback from residents to monitor their satisfaction, and consider interests of the resident when making decisions. Proactively identify residents' needs, resolve complaints, and create strategies to help the organization serve customers more effectively. 
• Testify in landlord/tenant court cases.
• Motivate teamwork, negotiate, mediate, and resolve conflicts in a highly professional manner. 
• Respect privacy and confidentiality of clients.
• Work with diverse groups of individuals.
• Work independently, and initiate and complete work projects.
• Make sound judgements and risk assessments regarding client eligibility and lease compliance.
• Communicate effectively verbally and in writing in groups and individuals.

• Ability to sit/stand a large portion of the day at a desk or workstation. 
• Ability to read, type, write, and handle small objects or tools.
• Ability to speak clearly and listen attentively during meetings, phone calls, and other interactions.
• Walking and standing is required, such as moving between different office buildings or attending meetings.
• Occasionally lifting and carrying light objects, such as files, documents, or office supplies.
• Occasionally reaching above shoulder height or bending to access files, equipment, or supplies.

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