Resident Services Manager

BASIC PURPOSE:

Perform duties to assist the Senior Community Director in the operation of assigned property, involving the processing of lease renewals and re-certifications, accounting, reporting, resident services, retention activity and achievement of financial goals, working within the limits of standard or accepted practice.

ESSENTIAL FUNCTIONS:

1. Focuses on Vision Statement with internal/external customers, vendors and employees to ensure Exceptional Team Members, Communities and Performance.  Responds to resident complaints associated with community issues.  Investigates, resolves and follows up with residents to ensure satisfaction in compliance with policy and statutory requirements.
2. Oversees and ensures that invitations are being prepared for residents at least 120 days out for the renewal of leases as expiration approaches, indicating options and changes to terms and conditions.  Makes recommendations to Community Director regarding declining renewal of residents based on history during lease period.  Ensures that lease renewal documents are being prepared for residents’ signatures when notified of renewal intent.  Communicates with vacating residents and determine and document reasons for non-renewal choice.
3. Tracks records, audits files, and requests information from residents and required sources to meet initial and annual requirements for documentation of income and related information for certification of rent adjustment.  Follows up to ensure that all required documentation is provided, calculated, and filed according to requirements.
4. Provides resident services, responds to inquiries and enters work orders in computer system.  Tracks and discharges completed work orders in computer system and ensure that hard copy documentation is filed.
5. Charts out & manages lease expirations 120 days out and renewal successes.  Communicates with residents regarding renewal of leases and re-certification of eligibility.  Explains requirements, collects and validates documentation, and prepares forms to process and file renewals and recertification in compliance with policy and statutory requirements.
6. Develops and implements services, functions, activities, etc. to retain residents.  Participates in programs designed to promote the community.
7. Develops, implements and executes resident activities (e.g. parties, orientations, and training programs) as well as required resident service functions (e.g. job training, HOME seminars, health fairs, and financial counseling) to retain residents.

ESSENTIAL FUNCTIONS - continued:

8. If necessary, takes applications, initiates files, and ensures that all documentation is provided for certification process including birth certificates, employment, and pay and bank account verifications.  Expedites missing items as required.  Ensures that applications and required documents are complete, verifies that information provided is consistent with validated data and that all elements are prepared in compliance with policy, statutory, and tax credit requirements.  Enters all required information into computer system.  Issues documentation for approval by File Review department.
9. Files documentation including work orders, notifications, documents received for pending applications or certifications, and other items in defined files and locations.
10. Collects and posts rents, assesses late fees and issues late notices as required.  Contacts residents personally and through written notices to investigate and resolve delinquency issues.  Sets up payment plans as required to collect past due amounts.  Sends delinquent files to attorney for eviction in accordance with policy and procedure requirements.  Participates in or assist with attorney stipulation process as directed.
11. Inspects apartment homes upon vacancy to determine compliance with requirements for deposit refunds or charges to be assessed for damage or condition of unit, or for early lease termination.  Documents inspection results and charges and submits deposit disposition for processing.
12. Generates and reviews a wide range of reports to track and resolve outstanding issues relating to rent payments, rent or sewer/water delinquencies, outstanding service requests, compliance, and operational           issues.  Checks and responds to emails concerning any range of management issues.
13. Reviews and audits employees’ Kronos time and investigates and resolves related issues.  Adjusts paid time off records, monitors overtime and notifies Senior Community Director of unbudgeted overtime.
14. Responds to resident complaints associated with community issues.  Investigates, resolves, and follows up with residents to ensure satisfaction of concerns.  Communicates all concerns to Senior Community Director as soon as possible, no later than weekly meetings.
15. Assists with staff managerial functions as directed.  Responds as directed by Senior Community Director.  Assigns, instructs and directs the work of assigned staff.  Provides training and guidance related to processes, procedures, goals, and standards to Resident Services Manager’s direct reports.  Prepares performance evaluation documentation for assigned team members.  Reviews with Community Director and participates in or conducts performance evaluation meetings with team members.