Tenant Support Manager - Upholdings

Reports to: Community Partnerships Manager (CPM)/Director of Supportive Housing

Department: SUSTAIN Community Partnerships

FLSA Classification:

The Tenant Support Manager plays a critical role in the implementation of our Permanent Supportive Housing (PSH) projects with emphasis on the project's financial security, physical security, social connections, and delivery of long-term community based supportive

services. This full-time, on-site position is responsible for the daily tenant engagement efforts and service delivery activities at PROPERTY/SITE, helping tenants to make integrated connections in their communities. The Tenant Support Manager is responsible for maintaining strong relationships with tenants and being a familiar member of the community while also working closely with property managers, service providers, and other community members to implement tenant supports that meet the needs of the community.

Duties & Responsibilities:

• Conduct assertive tenant engagement to encourage participation in services and responsiveness to direction or requests from property management. Provides consistent forward-facing support to tenants, service providers, and Property Managers.

• Coordinates onsite schedules and amenities and oversees weekly recreational and community building activities that support tenants in meeting the obligations of their housing tenancy and expectations of the community.

• Coordinates tenant/community meetings and activities to foster community engagement and proactively address residential challenges with tenants and property management.

• Works with partnering agencies to coordinate and host on-site services and activities/events.

• Provides early identification and intervention of tenant behaviors that may jeopardize housing, such as late rental payment and other lease violations. Share findings with property management and the service provider.

• Coach and assist tenants with processes needed to maintain housing stability. These processes are to include, but not be limited to, assisting tenants with lease renewal forms, connecting tenants with agencies to obtain supportive documentation for housing, and referring tenants to appropriate support services to help maintain independent living.

• Anticipate and ease the transition of staff changes/departures by using a team approach, with a goal to ensure that all tenants have relationships with more than one staff member.

• Coach, develop, and maintain key relationships with property manager and service providers with the goal of maintaining tenant housing stability and project safety.

• Solicit and maintain data on tenant participation, satisfaction, and request for additional services and activities.

• Provide crisis intervention along with general information and referrals to all the project's tenants. Support tenants connecting to Medicaid and offer additional support to providers working with the most difficult-to-serve clients.

• Provide tenant conflict resolution and Moving On strategies when necessary.

• Ensure collection of all necessary tenant/project data at assigned property. Responsible for Homeless Management Information System (HMIS) data entry on a monthly basis (as required by project).

• Documents meetings/communications with service providers and property management and maintains accurate records for funders, compliance, etc.

• Ensures advocacy and linkage with community resources to address housing stability concerns and prevent eviction whenever possible.

Knowledge, Skills & Abilities:

• Strong leadership and interpersonal skills with a high degree of initiative.

• Ability to work in a fast-paced, flexible environment.

• Understanding of residential settings and commitment to meeting housing and other basic needs.

• Experience with evidence base practices such as but not limited to harm reduction, motivational interviewing, critical time intervention, and Housing First principles.

• Demonstrated safe driving practices and ability to follow directions.

• Excellent organizational and analytical skills.

• Strong communication skills, both oral and written with proven problem-solving abilities. Proficiency in Microsoft Excel and Word.

Education & Experience:

• BA degree in a social science; social work, recreation, and education or equivalent experience serving communities in the following areas: community organizing, senior services, veteran services, educational services, social services, gerontology, recreation, or youth and families.

• Minimum of 3 years of experience in service provision and delivery with marginalized communities.

• Must have a valid driver's license, a clean driving record, and ability to travel between work locations.

Physical Demands:

• Mobility within the buildings and about the property which includes climbing stairs, navigating uneven terrain, and inspecting various areas.

• Sit for extended periods while using a computer, phone, or other office equipment.

• Occasional lifting and carrying of objects up to 20 pounds.

• Ability to travel between work locations as needed.

Other Duties: This job description does not encompass all responsibilities and activities of the position. Management may add or change duties as needed.

EEO Statement: UPHoldings is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. We comply with all applicable federal, state, and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including hiring, promotion, termination, compensation, and training.

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