Director of Resident Services

Position Title:          Director of Resident Services    

Department:             Resident Services

Classification:         Fulltime, Exempt

Supervisor:              Executive Director

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities or requirements of this position. Employees are expected to perform other duties and functions as assigned or requested to further support the organization’s mission. 


Position Summary

The Director of Resident Services (Director) establishes and implements the vision, planning, priorities, staffing and collaborative relationships to lead HCHC’s social service programming. They are responsible for overseeing existing programs and for initiating new programs to meet the needs of HCHC residents. The Director must have strong managerial, communication, organizational and interpersonal skills to work effectively with residents, HCHC staff, outside agencies and donors.  The Director is a key member of the trauma-informed initiative that seeks to improve outcomes, housing stability and emotional and physical safety of residents.  They also work to improve the understanding and execution of trauma-informed practices, polices, and interventions by third-party contractors and social service partners.


Essential Position Responsibilities

  • Resident Services

o   Ensure that HCHC residents have access to quality services and resources to enhance their housing stability and safety.

o   Work with staff to successfully case manage and coordinate housing related services for special needs populations.

o   Develop, oversee and demonstrate effectiveness related to the implementation of a trauma-informed approach to housing related services, upholding the six core values (SAMHSA, 2014) of: 1) safety (physical and emotional); 2) trustworthiness and transparency; 3) peer support; 4) collaboration and mutuality; 5) empowerment, voice and choice; and 6) cultural, historical and gender issues.

o   Effectively collaborate with other HCHC departments to identify, develop and design the delivery of housing related services, specifically including working with:

  • Development Director to identify and apply for grants and donations to improve the provision of services;
  • Housing Development Director to create service plans that comply with funding requirements and increase safety in the buildings;
  • Controller to develop budgets and reports as required by regulators, legislation, funders and government contracts; and
  • Asset Management to ensure that services required by funders are delivered effectively, resolve problems as soon as identified, and work cooperatively to increase housing stability and lower costs related to property damage, liability and litigation.

o   Conduct and analyze annual surveys to gather input directly from residents to inform various HCHC departments.

o   Conduct quarterly meetings with a resident advisory committee.

o   Represent HCHC leadership’s commitment to trauma-informed practices, policies and procedures at all internal and external meetings and events.

o   Continuously identify and communicate to the leadership team specific and measurable strategies to improve service delivery by: 1) HCHC employees; 2) independent contractors; 3) vendors; 4) volunteers; 5) agencies with whom HCHC has an MOU; and 6) other service providers in the community. 

  • Government Contracts, Compliance & Reporting

o   Responsible for ensuring compliance with funders’ requirements by coordinating the delivery of services required by financing sources at specific buildings.

o   Responsible for oversight and execution of HACLA grant renewals for the Continuum of Care (CoC) contracts in collaboration with HCHC’s Director of Asset Management. 

  • Ensure timely submission of quarterly progress reports and annual progress reports. 
  • Monitor and ensure contract compliance, meeting of HUD program objectives and match requirements.

o   Responsible for writing and submission of HOPWA RFP and compliance with HOPWA contract.

  • Ensure meeting of program objectives and timely submission of all required reporting.
  • Key Relationships

o   Serve as a liaison with Housing Authorities, the Coordinated Entry System (CES) and the Service Planning Areas (SPAs).

o   Represent HCHC in networks associated with the provision of services to the homeless/formerly homeless and low-income households.

o   Build, foster and maintain good working relationships with community service providers to ensure effective service delivery to residents. 

o   Maintain good working relationships and communication with Asset Management and on-site staff to ensure cooperation in the development and implementation of on-site programming and to effectively incorporate trauma informed approach.

  • Special Events

o   Develop strategies to optimize the delivery of services through periodic events such as Books, Backpacks and Bright Futures and the Thanksgiving Family Feast.


Supervisory Responsibilities

  • Hire, train, manage and conduct performance evaluations for staff in the Resident Services department.
  • Identify and evaluate the services and pricing offered by vendors and independent contractors (ICs).  
  • Negotiate with and select vendors and ICs and oversee their performance and work product.


Other Duties

  • Actively participate as a member of the senior management team to oversee and implement strategies to meet the Company’s short- and long-term objectives.
  • Oversee program revenues and expenses and operate the department within budget and regulatory guidelines.
  • Oversee the department’s database, filing system and on-line reporting system (HMIS) and train all resident services staff on their use and input.
  • Assist with other projects and duties as needed.


Education and Experience

Requires a Bachelor’s degree with five years of related experience.  An advanced degree, such as a Master’s degree in Social Work, is strongly preferred but substantial related experience is an acceptable substitute.


Other Skills

  • Leadership skills to motivate staff to top performance and excellence.
  • Excellent communication and interpersonal skills to manage staff and contractors and to work with residents.
  • Proficient in Microsoft Word, Excel and database management.


Physical Requirements

This position requires daily use of office equipment.  May need to lift up to 40 pounds.


Work Environment

The essential responsibilities of this position are performed in a busy indoor environment in the main office, at properties owned by HCHC and at other offices and housing developments throughout Los Angeles County.  The employee must be able to keep focused in an environment with interruptions and distractions.  Other responsibilities, such as special events, may require work to be completed outdoors.


Travel Requirements

Frequent travel within Los Angeles County for meetings and trainings.  Infrequent travel outside of Los Angeles County by car or airplane for trainings, meetings and conferences.  Must have and maintain a valid driver’s license and insurance as required by law.

Please submit your resume and cover letter to

ATTN:  Sarah Letts, Executive Director.