Resident Services Manager at Community Housing Improvement Program, Inc. – Chico, California

PROGRAM DESCRIPTION

CHIP's Resident Services Program offers health, education, recreation, and technology activities along with civic and community engagement and leadership opportunities for the residents of our rental properties. The purpose of our Resident Services Program is to support our residents to maintain stable tenancy, pursue long-term goals, enhance their quality of life, and build community. Programming is offered by CHIP staff and in partnership with local agencies and volunteers. Resident Services is critical in fulfilling CHIP's mission to improve the lives of residents. Our vision is to create safe, sustainable communities that enhance our residents' physical and mental well-being. The Resident Services program works closely with CHIP's Property Management, Asset Management, and Rental Housing Development programs.

JOB SUMMARY

The Resident Services Manager provides strategic leadership and oversight for the Resident Services Department. This dynamic role supervises a team of Resident Services Coordinators and Specialists, ensuring high-quality, culturally responsive programming across CHIP’s rental property portfolio (19 rental properties). The Manager will develop departmental goals, foster partnerships with community organizations, and collaborate with internal teams to support successful tenancy and community building. This position plays a key role in program evaluation, staff recruitment and development, and aligning Resident Services initiatives with CHIP’s mission and strategic priorities.

JOB FUNCTIONS

Essential Duties and Responsibilities:

• Leadership & Supervision
  

· Be a champion of CHIP’s mission and programs at every opportunity.

· Directly supervise Resident Services staff, providing coaching, performance feedback, and professional development.

· Foster a collaborative team environment focused on innovation and resident engagement.

· Lead recruitment and hiring efforts for Resident Services team members, including developing job postings, screening candidates, conducting interviews, and coordinating onboarding to ensure a skilled, mission-driven workforce.

· Serve as liaison between Resident Services and other CHIP departments.

· Collaborate with community agencies, including attending meetings to advocate for CHIP and the needs of its residents.

· Help plan and set strategic vision and goals for the Department.

· Establish standard operating procedures for the Department and program delivery to ensure consistency and reliability of services.

· Identify and implement Department and program efficiencies.

· Ensure service commitments and grant commitments are met on time.

· Approve program and grant-related expenditures and maintain accurate budget tracking to ensure all programs and grants remain within established financial guidelines.

· Help develop clear, compelling communications that highlight the Department’s initiatives and demonstrate their impact on the community, tailored for both internal and external audiences.

• Program Development & Oversight
  

· Lead the research, planning, design, and implementation of social, wellness, and educational programs that meet the diverse needs of CHIP residents.

· Ensure programming is culturally appropriate and aligned with CHIP’s mission.

· Ensure the Department proactively identifies and addresses residents’ evolving needs by implementing regular feedback mechanisms, monitoring trends, and adapting programs and resources to promote stability, well-being, and community engagement.

· Regularly evaluate and provide feedback to Resident Services staff on programs, identifying areas of improvement.

· Identify professional development opportunities for Resident Services staff that strengthen the Department’s ability to deliver quality programming.

· Oversee development and implementation of on-site service commitments, resource guides, and outreach plans for all rental properties.

· Oversee the implementation of grant-related services and programming and ensure compliance with grant budgets and timelines.

• Community Partnerships & Resident Engagement

· Lead the Department in building, maintaining, and deepening trusting partnerships with community-based service providers.

· Attend community-based and agency-related meetings and collaborations and be aware of community initiatives that are a good fit for CHIP’s participation.

· Ensure the Department has programming that cultivates resident leadership skills, encourages participation in advisory roles, and promotes volunteer engagement to strengthen community governance and empowerment.

· Grow the Department’s volunteer development capabilities. This includes developing outreach strategies, recognition programs, and clear pathways for volunteers to contribute meaningfully to CHIP programs.

· Champion a department-wide culture that prioritizes a client-centered approach by promoting compassion, responsiveness, and personalized service in all programs and interactions.

• Evaluation, Reporting, and Compliance
  

· Develop and monitor program metrics; conduct regular assessments to measure impact, recommend, and implement improvements.

· Produce monthly Department reports and provide quarterly strategic plan updates and annual reports.

· Contribute to grant applications and reports in collaboration with the Fundraising and Communications Department and other Departments as needed.

• Other Duties
  

· Regular travel within CHIP’s 7-county service area is expected (Butte, Glenn, Colusa, Tehama, Shasta, Sutter, and Yuba).

· All other related duties as assigned.

REQUIRED KNOWLEDGE AND SKILLS

Strong leadership and supervisory skills with experience managing teams. · Ability to build and maintain a positive, collaborative team culture that fosters trust, accountability, and professional growth. Ability to work with individuals of varied socioeconomic, racial/ethnic, and educational backgrounds. Ability to work closely with other CHIP programs, particularly the Property Management Department, to sustain high levels of coordination, efficiency, and an environment focused on overall goals. Ability to build and maintain relationships with partner organizations. Expertise in program development, implementation, and evaluation. Demonstrated commitment to ongoing program enhancement, with a proactive and results-driven approach. Excellent verbal and written communication skills; group facilitation and conflict resolution abilities. Demonstrate knowledge in data collection and analysis. Proficient in data systems and platforms, like Resident CRMs or similar tools. Ability to create effective marketing and outreach materials. Commitment to affordable housing and community building.

QUALIFICATIONS AND EDUCATION

Bachelor’s degree preferred, Masters degree desired, equivalent experience accepted. Minimum 3–5 years of experience in resident services, case management, or community programming, including supervisory experience. Reliable vehicle, valid driver’s license, and proof of insurance per CHIP policy.