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Director, Resident Services Policy, Systems and Operations (8912 - Services)**Hybrid Remote Position**
Director, Resident Services Policy, Systems and Operations (8912 - Services)**Hybrid Remote Position**EAH Housing • San Rafael, CA, US
Director, Resident Services Policy, Systems and Operations (8912 - Services) • •Hybrid Remote Position • •

Director, Resident Services Policy, Systems and Operations (8912 - Services) • •Hybrid Remote Position • •

EAH Housing • San Rafael, CA, US
1 day ago
Job type
  • Full-time
  • Remote
Job description

Director, Resident Services Policy, Systems and Operations

Explore a career at EAH Housing. Start or continue a career in real estate development and management with EAH Housing. We are looking for talented and skilled professionals as we expand our property portfolio throughout California and Hawai`i. As a mission-based nonprofit organization and industry leader for more than 50 years, we live up to our values, and work to create opportunities to empower people to live better lives. Join us and make a difference today.

What we offer :

We offer a comprehensive benefits package that includes medical, dental, vision, disability and life insurance, as well as a 403(b) retirement plan with a 5% match. We also offer generous vacation accrual, holiday schedule, and work schedule flexibility. We believe in work / life balance. 15 days of vacation per year (which increases based on years of service) 10 paid sick days per year 13 paid holidays Flexible Start Times (REM Onsite Positions)

We take care of our employees. Competitive Salaries 403b Retirement Plan with a match to every dollar you save for retirement, up to 5% of your pay Employee Wellness Program Comprehensive Medical Insurance Plans Affordable Dental & Vision Insurance Flexible Spending Account EAP Mental Health, Financial and Legal Services $1,500 Employee Referral Program EAH University, an in-house training program

Position is for a full-time Director, Resident Services Policy, Systems and Operations to work at EAH Corporate in San Rafael, CA. This is a hybrid remote position. Candidates will have a BA / BS in social services, public administration, nonprofit administration or related field, or equivalent combination of education and / or experience. 6+ years of experience in resident services, social services, or related field. Experience with Resident Services program operations, database systems, and reporting. Salary range : $105,000 - $180,000 per year; hiring range for new employees is generally $105,000 - $142,500 per year, DOE. Please note an offer will take into consideration the experience of the final candidate and the current salary level of individuals working at EAH in a similar role.

EAH Housing has been developing, managing and promoting affordable housing since 1968. We are one of the largest and most respected nonprofit housing development and management organizations in the western United States. With a staff of over 450, EAH develops multifamily communities, manages over 100 properties in California and Hawaii, and plays a leadership role in local, regional and national housing advocacy efforts.

At EAH, we put our core values into action on a daily basis. We recognize that training is a critical investment in the success of our employees and in the continued excellence of EAH. Please visit our website to learn more about our culture and read employee comments to learn more about what it would be like to work at EAH.

POSITION OVERVIEW

The Director of Resident Services Policy and Systems provides leadership and oversight for the operational infrastructure of the Resident Services department. This position is responsible for creating and maintaining policies and procedures for the department and ensuring alignment with other company policies and procedures and industry best practices. The Director is responsible for overseeing the development, implementation, and improvements to the services database ensuring data integrity and accuracy and developing reporting tools to measure outcomes and support compliance. This position will collaborate with the Grants Manager to coordinate grant applications and reporting. The Director will assist and may lead program development and staff training for new initiatives and / or creating efficiencies within existing programming.

RESPONSIBILITIES

Policy & Procedure Development

  • Develops, implements, and maintains policies and procedures for Resident Services programs and department operations. Updates policies and procedures in collaboration with subject matter experts and departmental leaders.
  • Ensures policies align with organizational goals, regulatory requirements, and best practices.
  • Partners with the REM Leadership team to coordinate on overlapping areas and promote consistency with cross-departmental onsite operations.
  • Maintains a centralized, easily accessible policy repository and manages version control to ensure staff are working from current guidelines.
  • Creates training and communication plans to ensure successful adoption of new policies.

Data & Systems Management

  • Oversees and leads implementation of the new Resident Services database, including migration, configuration, and staff training.
  • Oversees evaluation and data management practices to ensure that program activities and impact are documented accurately, and that effective evaluation processes are implemented.
  • Develops reporting tools and dashboards to monitor program outcomes, compliance, and performance metrics.
  • Serves as the subject matter expert for database functionality and system optimization.

    • Grants & Reporting

  • Coordinates with the Grants Manager to prepare data, reports, and supporting materials for grant applications and submittals.
  • Ensures reporting deadlines are met and data accurately reflects program activities and outcomes.
  • Develops tools to streamline reporting and improve transparency for internal and external stakeholders.

    • Program Development & Training

  • Assists with the design and implementation of new Resident Services programs and initiatives.
  • Provides operational support to ensure successful rollout, including policy updates, systems setup, and reporting alignment.
  • In collaboration with the Director, Talent Development develops and delivers training to Resident Services staff on policies, procedures, systems, and new initiatives.

    • Strategic Leadership & Collaboration

  • Contributes to the overall strategic leadership, management and direction of the department. Serves as a thought partner to the VP of Resident Services on operational improvements, data strategy, and program scalability.
  • Collaborates with cross-departmental teams to identify gaps, streamline processes, and support organizational goals.
  • Monitors emerging trends in resident services, housing, and supportive service delivery to recommend best practices.

    • Other Duties

  • Actively participates in organizational initiatives, trainings, and committees as needed.
  • Regular and predictable attendance.
  • Other duties as assigned.

    • QUALIFICATIONS

    Bachelor's degree in social services, public administration, nonprofit administration or related field, or equivalent combination of education and / or experience. 6 - 8 years of progressively responsible experience in resident services, social services, affordable housing, or related field. Demonstrated experience with Resident Services program operations, database systems, and reporting.

    DESIRABLE ADDITIONAL QUALIFICATIONS

  • Experience implementing new database systems in a social services or housing environment.
  • Knowledge of affordable housing compliance requirements (LIHTC, HUD, etc.).
  • Grant writing or grant compliance experience.
  • Training and facilitation experience.

    • CRIMINAL BACKGROUND CHECK REQUIREMENTS

    EAH Housing conducts criminal background checks on all candidates who have received a conditional job offer. Once you have received such an offer, you will be required to submit and pass our criminal background requirements. EAH also verifies education and employment history. Any verified discrepancy (resume or online application) may delay your background check results and / or affect your eligibility to work at EAH. Please be advised that certain roles may also require fingerprinting due to legal requirements. If onsite housing is a requirement of the position, any household members over 18 years of age who will be living onsite with the candidate must also undergo a criminal background check and tenant screening. Satisfactory completion of background check and fingerprinting requirements is a requirement of employment with EAH.

    DRUG TESTING

    EAH Housing requires all candidates who have received a conditional job offer to submit to drug testing within 72 hours from acceptance of our job offer. EAH Housing does not test for marijuana / cannabis. Satisfactory completion of drug testing is a requirement of employment with EAH.

    EAH Housing is an EEO Employer. CA BRE #00853495 | HI RB-16985

    INDEAH

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    Resident Director • San Rafael, CA, US