Resident Services Manager

Title: Resident Services Manager

Reports To: President and Chief Operating Officer

Department: Community Programs

Location: Oakland, CA

Schedule: Monday through Friday

Travel: Local travel may be required

Salary: $80,000-$85,000

Employee Status: Regular, Full-Time, Exempt

Union: N/A

Supervises: 4-5 Staff

Benefits

Two weeks of paid vacation a year, sick time, 14 holidays, up to five floating holidays based on employee status, medical and dental benefits on the first of the month following 30 days of employment, life insurance policy at no cost to employee (with the option of increasing policy amount), flexible spending account for medical and dependent care costs, commuter benefits, 403(b) with employer match, and other benefits. We foster a joyful workplace and offer opportunities for professional development and growth.  

Agency Summary 

The Unity Council is a non-profit Social Equity Development Corporation with an over 60-year history in the Fruitvale neighborhood of Oakland. Our mission is to promote social equity and improve quality of life by building vibrant communities where everyone can work, learn, and thrive.  

Our programs aim to provide the community with the tools, knowledge, and resources to transform their lives and ultimately achieve their long-term educational, career, and financial goals. These holistic programs and services reach more than 10,000 individuals and families annually in five languages. Programs include early childhood education, youth mentorship and leadership development, employment services, career readiness training, housing and financial stability, senior citizen services, affordable housing and neighborhood development, and arts and cultural events. Our work expands beyond the Fruitvale district and now reaches across Oakland and into Contra Costa County. The Unity Council employs a diverse workforce of more than 300 people who reflect the linguistic, cultural, and ethnic identity of the communities we serve. 

Department Summary

The Community Programs department offers a spectrum of integrated services to remove barriers and develop skills and resources for youth, adults, seniors and small-business owners to achieve and maintain equitable economic, career, housing and wellness outcomes. Services include: 1) achievement, career and wellness youth programs; 2) career, employment, financial and housing coaching and resources; 3) small-business development in the Fruitvale and East Oakland; 4) support services for our low-income properties and for seniors. Services are multi-lingual, culturally-rooted and available for Oakland or East Bay residents (based on funding).

Position Summary

The Resident Services Manager (Multi-Family Housing) provides programmatic leadership, supervision, and operational oversight for resident services delivered at The Unity Council’s multi-family affordable housing communities. This role oversees and supports a team of Resident Services Coordinators serving families, individuals, formerly homeless households, and special populations, ensuring services are delivered in alignment with executed Services Agreements, funding requirements, and organizational standards.

The Resident Services Manager is responsible for service planning, staff supervision, quality assurance, compliance, partner coordination, data reporting, and collaboration with Property Management to promote housing stability, resident engagement, and community well-being. This position serves as the primary internal point of accountability for multi-family resident services operations and outcomes.

Essential Duties and Responsibilities

The duties and responsibilities include, but are not limited to the following:

Program Leadership & Oversight

• Provide overall leadership and direction for resident services at multi-family housing sites, ensuring consistency, quality, and compliance across properties.
• Translate executed Services Agreements, scopes of work, and funding requirements into clear operational expectations for Resident Services Coordinators.
• Oversee implementation of resident services models that support housing stability, community building, workforce development, and access to health, financial, and social supports.
• Lead annual service planning, including development of Resident Services Plans, program calendars, and budget inputs.

Staff Supervision & Development

• Directly supervise Resident Services Coordinators (RSC I and RSC II – Multi-Family), including onboarding, training, coaching, and performance management.
• Provide regular supervision, case consultation, and professional development support to ensure staff practice aligns with trauma-informed, housing-first, and culturally responsive principles.
• Support staff in managing complex cases, crisis situations, and escalated resident concerns.
• Foster a collaborative, accountable, and supportive team culture.

Housing Stability & Cross-Department Collaboration

• Work closely with Property Management leadership and site staff to identify residents at risk of housing instability and coordinate early intervention strategies.
• Establish and participate in regular interdisciplinary meetings with Property Management to review trends related to rent challenges, lease compliance, safety concerns, and resident engagement.
• Ensure resident services staff understand appropriate boundaries and roles in relation to property management functions.

Service Coordination & Partnerships

• Oversee recruitment, coordination, and monitoring of external service providers and community-based partners delivering on-site or referred services.
• Serve as a key liaison between The Unity Council, co-service providers, funders, and ownership partners.
• Convene and participate in partnership meetings as required by Services Agreements.
• Support collaboration with specialized partners serving formerly homeless households or other designated populations at multi-family sites.

Compliance, Data & Reporting

• Ensure resident services programs operate in compliance with all applicable Services Agreements, grant requirements, and organizational policies.
• Oversee documentation standards, data collection, and use of designated systems (e.g., Salesforce or other platforms).
• Review and submit required monthly, quarterly, and annual reports, including outcomes, participation data, and narrative summaries.
• Monitor service quality, equity, and responsiveness across sites and address gaps or concerns proactively.

Community Engagement & Programming

• Provide oversight and guidance for resident meetings, community-building events, and on-site programming at multi-family properties.
• Ensure programming is culturally responsive, inclusive, and aligned with resident needs.
• Support resident leadership development, feedback mechanisms, and community participation.

Language Access & Equity

• Ensure compliance with Language Support Policies and equitable access to services for residents with limited English proficiency.
• Support staff in providing appropriate language assistance while maintaining role boundaries.
• Promote culturally and linguistically responsive service delivery across all sites.

Additional Responsibilities

• Support grant development, renewals, and fundraising efforts related to resident services as requested.
• Participate in organizational planning, audits, and quality improvement initiatives.
• Attend required meetings, trainings, and professional development activities.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree in social work, psychology, human services or related field; OR any equivalent combination of experience and training in tenants' rights, community development or social services. 
• Minimum 2 years of experience in program development, management and staff supervision.
• Experience working with people of color, immigrants, and low-income and underserved communities.
• Knowledge of social equity frameworks and alignment with the organization’s mission and values.
• Ability to balance competing priorities, and demonstrate a collaborative, team-building approach.
• Ability to communicate professionally with residents, peers and staff in a multi-cultural environment.
• Excellent written and verbal communication skills.
• Advanced computer skills with strong MS Office (Word, Excel, PowerPoint) and social media skills.
• Regularly required to operate standard office equipment (computer, photocopier, fax, etc.).

Physical Requirements

• Must be able climb stairs, reach, bend, lift 20-30 pounds, crawl, kneel, stoop, twist, grasp with hands and fingers materials, use arms and legs, able to walk, climb ladders if applicable. 
• Regularly required to sit for long periods of time, and occasionally stand and walk; 
• Regularly required to use hands to operate computer and other office equipment; 
• Close vision required for computer use.
• Ability to work on a computer for up to 6 hours a day

Pre-Employment Requirements

• Background/fingerprints
• Reference Checks

This description is not intended to be construed as an exhaustive list of duties, responsibilities or requirements for the position. This position may change or assume additional duties at any time.

*** Please submit your cover letter and resume. *** 

The Unity Council is an Equal Opportunity Employer.