Resident Services, Sr. Manager, Hybrid, Baltimore HQ Office

Resident Services, Sr. Manager

The primary function of the Resident Services, Sr. Manager is to manage the programs and services offered to residents and surrounding community members of ECD owned and operated apartment communities. The Resident Services, Sr. Manager facilitates the development of a robust and engaged community of residents, volunteers, interns, property management staff, partners, and community members who inform and support offered programming and services. The Resident Services, Sr. Manager's role is to make partner resources and programming available and accessible to the community and the residents. These combined offerings should meet the needs of residents of all ages and improve their ability to invest in their community's sustainability. The Resident Services, Sr. Manager is responsible for managing multiple budgets, planning events, working with local partners to provide community services, and performing a variety of other tasks. Creativity, flexibility, resourcefulness, and the ability to both collaborate and work independently are critical success factors for this role. The Resident Services, Sr. Manager reports to the Director, Resident Services Experience.

Responsibilities include :

• Consistently and genuinely demonstrate the HEROES principles of HELPFUL, ENGAGED, RESPONSIVE, OUTSTANDING, EXCELLENCE and SUCCESS in all activities and interactions.
• In conjunction with assigned on-site property leadership, responsible for managing partnerships and program delivery across an assigned portfolio of communities that support ECD's core baseline service categories and impact areas as integrated to the resident services programs selected for implementation.
• Support strategic resident services goals by gathering services and operations data, entering and evaluating data in support of the implementation of the community programming as developed by the Resident Services Programs & Strategy Team.
• Work with the Associate Director, Resident Services and onsite teams to choose a course of action when adjustments are needed, define new objectives, and evaluate outcomes.
• Develop positive, professional working relationships with the residents, the property management staff, partner organizations and service contractors.
• Develop work plans and manage community level budgets for multiple programs and properties to include timely processing of invoices. Additionally, responsible for professional, timely and high-integrity reporting on operations.
• Select, develop, and maintain referral partnerships with local community resources.
• Identify, vet and onboard local community resources and support regional partnership activation.
• In collaboration with the Volunteer Engagement Manager, supervise volunteers as needed.
• Maintain consistent communication with property management and work closely with department colleagues.
• Support the property management team in organizing resident engagement activities such as Resident Voices community meetings.
• Maintain quality programs and services by ensuring quality and customer service standards outlined in the Policies & Procedures manual as directed by the Governance and Programming Committees.
• Implement and monitor compliance with Enterprise Residential policies and procedures and external regulatory requirements; ensure solid understanding of Enterprise Residential's operational and human resources policies and procedures.
• Manage program participant enrollment and ensure collection and capture of performance community impact data and timely enter all documentation into the appropriate database or software portal.
• Responsible for the distribution of information to residents regarding community programs and partner services as supported by the property management staff.
• Support grant making process in alignment with policies elevating grant and other funding opportunities to the Program & Strategy team.
• Partner with property managers to support residents during crisis management and special circumstances such as fires, floods, hoarding, acute domestic violence, elder abuse, aging in place, bullying, etc. Serve as the conduit to local partners and community resources in such cases.
• Achieve high visibility within assigned communities by making regular site visits and attendance at events.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and benchmarking state-of-the-art practices.
• In collaboration with Operations or Housing Stability Staff, provide support and resources to residents.
• As needed, supervise grant funded staff members.
• Other duties as assigned.

Supervisory responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Essential skills, experience and talents include a Bachelor's degree in Human services, Public Administration, Social Work, Community Development or related field or equivalent work experience. Four to six years' successful work experience in community engagement, development, or resident services. Ability to communicate organizational values and practices to stakeholders and incorporate them into service efforts. Ability to communicate effectively in person and in writing with a wide range of people. Ability to maintain composure and reasoned thinking in challenging situations. Solid technical skills with the ability to quickly learn new technology. Demonstrated ability to organize and prioritize work and manage multiple tasks in both an independent and collaborative team setting. Strong project planning and execution skills. Understands how to build the capacity of people to work together for the good of the community. Experience creating and managing budgets. Demonstrated ability to adapt to different environments. Ability to resolve conflict with staff or between residents and mediate resolution. Able to support diversity, equity, and inclusion ideas and values. Embraces racial, ethnic and class differences as well as other differences among people and has empathy for those with whom he or she will work or interact. Work hours may vary; weekends and evenings may occasionally be necessary. Travel to corporate offices in MD and VA and to communities in MD, DC, PA & VA.

Total rewards at Enterprise include a comprehensive total rewards package for you and your family. The base salary for this role is $73,000 to $80,000 / year depending on level of skills and experience. The salary range for this position is represented by the low and high end of the range for the amount to be paid for the position. Salaries paid at Enterprise will vary based on factors that may include skills, education, location, experience, and performance. The salary range is just a part of the total rewards package provided to employees at Enterprise, and other rewards may include annual performance bonuses and generous paid leave programs. Benefits include dental, health, and vision care plans, as well as family-building benefits, such as adoption and surrogacy support. Enterprise allows flexible work arrangements to promote a better work-life balance. We offer health advocacy, EAP, and mental health benefits. We round out our total rewards package by offering financial education, wellness programs, and auto-enrollment in the company's 401(k) plan with employer matching contributions. Finally, you will have learning and development opportunities, including tuition reimbursement for job-related courses and certifications.

Work location and work time includes regional offices in Baltimore, MD, Richmond, VA and Bethesda, MD. Enterprise also has offices in Columbia, Washington, DC, New York City, and satellite offices across the United States. Many of our communities are located in underserved communities and urban centers. Resident Services team members will regularly visit the apartment communities in their assigned region, meet with local service providers at their respective office locations, travel to their assigned Enterprise office for regular in-person attendance and meetings and also work from their homes.

Physical demands and work environment include reading, writing, using hands to finger, handle, or feel objects or controls, reach with hands and arms, talk, and hear, and lift heavy items. Specific vision abilities required for this position include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. For safety purposes, work shoes / boots (non-tennis shoes) are a requirement. The associate must also have the ability to access all areas of the community without the assistance of an elevator. The associate must be available to work for temporary or extended periods at other locations, including property locations within or near transitional neighborhoods. The associate may be required to work extended periods of time at a computer.