Resident Services Manager

About True Ground Housing Partners

True Ground Housing Partners (formerly APAH) was founded in 1989 by four families motivated to address affordable housing in Arlington, VA. Today, we have grown into one of the region’s leading nonprofit affordable housing developers. Our rental communities provide affordable housing to more than 5,000 people in the Washington DC Metro Region for neighbors earning between 30% and 80% of the Area Median Income (AMI). True Ground exists to provide quality affordable housing and resident-centered programming to help our residents make the most of their home. True Ground is a mission driven, community minded and resident focused organization guided by seven core values: compassion, integrity, collaboration, innovation, excellence, impact, and racial equity.

Summary Description

The Resident Services Program Manager (RSPM) is an integral and collaborative member of the Resident Services Team (RST), actively supporting residents in living stably in their housing and thriving in the community. The RSPM will serve as a representative advocate, promoting and striving for the highest quality of service delivery and program implementation across the True Ground portfolio. Partnering closely with all members of the Resident Services Team, the RSPM will develop the strategy, standards, and plans for consistent programs outlined by the Resident Services workload. The RSPM will monitor and adjust programming as needed to ensure funder expectations are met or exceeded while also driving consistent improvement in program delivery, as informed by CORES and other best practices in the field.

Key Responsibilities

Program Delivery (50%)

• Responsible for the planning, delivery, and continuous improvement of the Resident Services Team program delivery. Serve as lead project manager for multiple programs across the portfolio
• Establish standard practices & channels for delivery of our programs across, specifically the Mental Health pillar.
• Assist Resident Site Coordinators to deliver against the plan and ensure that lessons learned and opportunities for improvement are identified and implemented over time
• Support RSCs in their outreach to residents to promote classes/programs, workshops, and special events through various mediums (flyers, website, phone calls)

Program Administration (20%)

• Monitor all MOU and partner agreement requirements
• Monitor timelines, budgets, and deliverables to ensure that responsibilities to funders are met in assigned project areas
• Regularly communicate with partners on project status and help needed
• Support collection and entry of necessary data into True Ground’s Resident Services database

Program Evaluation (20%)

• Establish an evaluation process for program implementation, naming key initiatives, key dates/milestones, progress against success measures, risks/help needed and regular reviews with RSCs, to be reviewed with the Director of Resident Services regularly
• Identify themes and linkages across initiatives within the portfolio, and leverage opportunities to incubate and test new ideas and technical assistance approaches

Other Duties (10%)

• Support the supervision of the program-related work of the Resident Services Coordinators
• Represent and deliver presentations on True Ground Resident Services at industry events, conferences, and meetings
• Actively participate in staff discussions and strategic planning meetings
• Additional duties and special projects as assigned

Supervisory Responsibility

Supervision of Resident Services Coordinator(s) and other team members as needed.

Qualifications

• 3-5 years of previous employment, internship, or volunteer experience working in program management and managing large teams strongly preferred, experience in the human services field strongly preferred
• Master’s degree in Social Work (MSW) required; degree must be completed by August 2026 to supervise Fall interns.
• Experience managing and growing external partnerships
• Ability to think strategically and manage multiple projects simultaneously
• Proficiency in Microsoft Office with an emphasis on Word, Outlook, Excel, or comparable
• Strong knowledge of data collection tools, case management systems, and reporting software.
• Access to a vehicle to facilitate events across various True Ground properties
• Strong organizational, analytical, and communication skills
• Team-oriented, creative, and innovative thinker
• Commitment to equity, inclusion, and client-centered service delivery.
• Appreciation for the True Ground mission of providing affordable housing and improving the lives of residents

Expected Hours of Work

This is a full-time, exempt position. Typical workdays are Monday through Friday, with a total of 40 hours worked a week between the hours of 8 a.m. and 6:30 p.m. Occasional evening or weekend hours for community/board meetings related to projects and/or special events; additional work hours as required.

Working Conditions/Physical Requirements

This job operates in a professional office environment. On occasion this position may work off-site at events. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

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.

The employee is frequently required to operate a computer and other office equipment, communicate information and ideas so others will understand, observe details at close range, and will occasionally move items weighing up to 30 pounds.

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Salary and Benefits

The salary for this position starts at $70,700. True Ground has a competitive benefits package that includes medical, dental and vision insurance, long and short-term disability insurance, life insurance, commuter benefits, 401k and paid leave. Remote work up to 50% of the time is available. Our corporate office in Ballston features free parking.

Equal Opportunity Employment

True Ground offers equal employment opportunities (EEO) to employees and applicants for employment and prohibits unlawful discrimination and unlawful harassment on the basis of race, color, religion, national origin, gender, age, disability, gender identity or expression, veteran status, marital status, sexual orientation or any other protected classes or categories as defined by federal, state or local laws. This policy applies to all terms and conditions of employment including, but not limited to recruitment, selection, promotion, termination, layoff, recall, transfer, leave of absence, training program participation, compensation and all other terms, conditions and privileges of employment.

True Ground is an E-Verify employer and will provide the federal government with Form I-9 information to confirm authorization to work in the US. True Ground will only use E-Verify once a job offer is accepted, following submission of the Form I-9.