Resident Services Manager

Job Description
Classification:Non-Exempt

Department:Resident Services

Reports To:Regional Services Manager

Revised:05/29/2025

About Prospera
Prospera has been empowering families since 1993 by providing safe, high-quality, affordable housing with support services to those in need. As a mission-driven, values-based nonprofit, Prospera is committed to fostering family stability and a strong sense of community by addressing individual needs. At the heart of our work are our core values: integrity, accountability, excellence, commitment, dignity, fairness, and respect. These core values are our guiding principles and shape everything we do, from how we serve our residents to how we support one another as a team. At Prospera, every team member plays a vital role in advancing our mission. We welcome passionate individuals who are ready to make a meaningful difference in the lives of others.

We value our employees by offering a competitive benefit package, including:

• Hybrid work schedules available (for certain positions)
• PAID Medical
• Dental/Vision
• Life Insurance
• Eligible for 10 paid holidays + 4 restricted floating holidays
• Short and long-term disability
• 401(k) Match
• EAP - Employee Assistance Program
• On-site gym (at Home Office in San Antonio)
• Performance-based incentives
• Training, certification, and growth opportunities
• $500 Employee Referral Program

Position Summary

The Resident Services Manager is a non-supervisory position that provides case management and outreach, conducts assessments of individuals and households, and makes referrals that address family and/or individual needs. The Resident Services Manager is committed to providing resources, programming, and referrals directly impacting the Social Determinants of Health (SDOH).

Essential Job Duties/Responsibilities

• Establish and maintain relationships with the residents of assigned property(s to be a resource for the property. Coordinate and promote activities that create a sense of community between the residents and the property.
• Facilitate intake and assessment for new residents.
• Meet with residents to identify barriers to self-sufficiency and assess physical, social, and economic conditions. Encourage participation in or coordinate referrals to programs focused on SDOH needs.
• Develop and maintain a comprehensive network of education, training, financial and economic development, health/wellness, and other community resources as determined by program requirements and resident needs.
• Conduct Family Needs Assessment surveys per organizational requirements and coordinate referral services to residents needing help.
• Provide intensive informal case management as needed, focusing on case coordination and care planning with Managed Care Organizations (MCO).
• Electronically document all activities, outreach, contacts, and outcomes in the applicable data management system, as required.
• Develop and foster relationships with community service organizations and programs.
• Work with the Property Management team to identify residents who need assistance; directly assist in completing Rent and/or Utility Assistance applications.
• Advocate for residents and act as a liaison for residents when needed.
• Encourage residents' self-advocacy and empowerment in meeting their social, psychological, physical, economic, and other self-sufficiency/SDOH needs.
• Adhere to mandated reporting requirements when abuse, neglect, or exploitation is observed or suspected.
• Facilitate and/or coordinate Adult Education programs, Youth Education programs, Health and Wellness initiatives, Community Engagement activities, and Economic Stability programs in on-site community learning centers per regulatory and/or contractual requirements.
• Assess and provide input to Property and Services Management Team for property-specific budgetary needs and adhere to the annual property service budget.
• Assist in creating the Bi-Annual Board of Directors reports.
• Participate in team development and mandated company-wide events.
• Participate in property-specific collaboration meetings, including move-ins, move-outs, property observations, upcoming events and details, team appreciation, evictions, inspections (dates and game plan), and residents' concerns (as scheduled).
• Assist residents in developing and maintaining a resident council or similar organization, if applicable.
• Support Communications and Fund Development by sharing resident success stories.
• Manage administrative requirements of the position, including but not limited to:
• Resident electronic files
• Data and reporting for measurement of service outcomes
• Other Administrative reports (i.e., board reports, financial reports)
• Quality Assurance Standards (i.e., Scorecard)
• NMDOH Programming Guide activities
• Program promotions (flyers, texting, social media, etc.)
• Community partnership agreements
• Memorandums of Understanding
• HUD, TDHCA, LURA, and Quality Assurance Binders
• MCOs and other similar partner relationships significantly influence the success and outcomes of Resident Services. Resident Services Managers will work to collaborate, perform, and protect this work for Prospera so we can maintain and grow this area of influence. These projects center around SDOH, a concept and tool in which service managers should be proficient and consistently improve portfolio-wide.
• Punctuality, timeliness, and adherence to the specified work schedule and office hours are required. Additionally, services managers are expected to perform and complete their duties actively on a daily, weekly, and monthly basis or as otherwise directed by the regional services manager.

Knowledge/Skills/Abilities - General Performance
Knowledge of service programs and educational methods.

Ability to plan and manage programs, events, and outings.

Ability to work independently and concurrently to perform multiple compliance projects.

Knowledge of computer software applications.

Ability to communicate effectively, both verbally and in writing.

Ability to execute a service plan.

Ability to establish effective working relationships with co-workers, board members, supervisors, consultants, and the general public.

Ability to produce work that consistently meets the quality requirements of accuracy, thoroughness, and effectiveness.

Ability to identify problems, organizational needs, and opportunities for change. Participate in the change proactively.

Respond positively to supervisory direction and feedback.