Director of Tenant Services

Job Description

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list

of responsibilities, qualifications, physical demands, and work environment conditions. Position descriptions are

reviewed and revised to meet the changing needs of CRF at the sole discretion of management.

Title: Director of Tenant Services

Division | Location: Affordable Housing | Powell House

Department(s): Property Management

Reports to: Chief Program Officer

Compensation Type: Salaried

FLSA Classification: Exempt

Vacation Level: 2

Completed By: AVP, Human Resources

Prepared Date: September 10, 2024

Primary Function and Purpose:

Reporting to the Chief Program Officer, the Director of Tenant Services is responsible for planning,

organizing, and managing all aspects of the housing program. Ensures program operates in

accordance with regulatory/contractual requirements and organizational standards.

This position requires the Director to be highly motivated and have strong networking skills and

ability to build partnerships with organizations and community partners to support tenants to live

stably in their housing and to thrive in the community.

The Director of Tenant Services must work collaboratively with other departments within the

organization to ensure the program meets established goals and targets.

Essential Duties and Responsibilities:

• Reviews with the Property Manager vacancies and rent rate and collaborates in developing

strategies to ensure program operates with a 95% occupancy rate and program consistently

exceeds the minimum standard of rent collection rate.

• Ensures the HRA Supportive Housing System is maintained current with all tenant

information and required documents. Develops and submits all HRA Supportive Housing

required reports.

• Ensures Tenant Coordinators meet regularly with tenants to assess their needs, provide

support and assistance in obtaining entitlement benefits; assist in meeting requirements to

maintain housing subsidy; provide referrals to needed services and advocate on behalf of the

tenants.

• Augments the delivery of tenant services by engaging community partners in delivering on

site services through workshops, presentations, activities, etc.

• Oversees the development of tenant activities, social events, and life skills activities.
• Foster a positive collaboration between tenants and property management team by ensuring

tenants understand lease requirements; requirements for maintaining housing subsidy and

encourage tenants to seek on site tenant support services for assistance in maintaining their

subsidy or seeking entitlement benefits.

• Collaborate with the Property Manager in the screening of potential tenants; and in

supporting new tenants transition to permanent housing by ensuring the Tenant Services

Coordinators meet with new tenants within the first week of arrival to orient tenants to the

community; assess their needs and refer (as needed) to services.

• Oversee the development of tenant activities which include groups, workshops, life skills

activities and social events.

• Assist the Tenant Services Coordinators in the development of the tenant committee to

foster tenant networking and engagement through tenant driven activities.

• Promote tenant relations by ensuring property management complaints are addressed

timely and liaise with tenants to ensure complaint or concerns were addressed as needed.

• Respond to facility incidents and ensure appropriate follow-up. Report incidents to HRA and

submit required reports and supporting documentation.

• Monitors and ensure Property Manager adheres to rent collection and reporting

requirements outlined in the finance departments rent collection procedures.

• Manages operating budget, reviews monthly expense reports, and ensures program

expenditures are within budget parameters.

• Collaborates with AVP of Facility Operations and Property Manager to ensure building

Superintendent operates the building in compliance with DOB, ECB, FDNY, etc. regulations;

and has the supplies and materials needed to maintain the building clean, safe and in good

working order. Meets with the AVP of Facility Operations, Property Manager and

Superintendent monthly to ensure building issues are addressed accordingly.

• Assist with the interviewing, hiring, supervision, scheduling, evaluation, and separation of

human and support service staff.

• Schedules supervision meetings with direct reports and organizes monthly staff meetings.

Provides coaching and training opportunities to the program staff.

• Develops reports as required by funder and organization. Ensures data reports submitted to

funder are accurate and submitted timely.

• Develops annual program goals and targets which support the mission and vision of the

organization.

• Develop systems, processes and tools which ensure the program meet/exceed

governmental/funder standards.

• Reviews tenant charts to ensure appropriate documentation of all tenant services. Reviews

with Tenant Coordinators findings and discusses corrective measures as needed.

• Conduct program audits to ensure compliance with organizational and governmental/funder

standards. Collaborates with CQI department in analyzing findings and establishing measures

to improve delivery of services.

• Assist with the development, interpretation, and implementation of the policies and

procedures for all staff.

• Attend meetings with funder, community boards, partner organizations, etc. Assist in

promoting good community relations through involvement in community affairs.

• Participate in various internal meetings as requested.
• Maintain a prominent level of industry knowledge and keep the supervisor and agency aware

of changes required/recommended in agency operations.

• Responsible for all aspects of property operations in the absence of the Chief Program

Officer.

• Available to be on-call and respond as needed either on the phone or in person after hours,

weekends and holidays.

• Other additional duties, directions, and tasks as designated by supervisor.

Position Parameters [other measurable factors]:

• Decision-making responsibilities: Will have challenging decisions that could impact the

operations.

• Problem solving responsibility: Exercise a high level of creativity and the ability to think

analytically to effectively problem solve with limited information at hand.

• Working relationships and contacts: Foster positive relationships with internal contacts

which will include interaction with senior leaders, management, employees within other

departments, and direct reports. Support a positive sense of community and mutual respect

between tenants and property management staff.

• Impact/importance of function: Accountable for service delivery for tenant satisfaction and

to increase positive productivity between Social Services and operations and ensuring

accurate and timely response to issues or concerns that are identified.

Position Requirements and Minimum Qualifications:

• Job-related knowledge:

o Knowledge of project-based FHEPS [Family Homelessness and Eviction Prevention

Supplement] and other affordable housing programs.

o Knowledge of support services, including but not limited to the homeless, mentally

ill, substance users, persons living with HIV, and low-income individuals and families.

o Experienced in piloting new programs and services and responding to changing

opportunities and challenges.

• Job-related skills, including language, mathematical, and reasoning (analytical) skills:

o Utilize good judgment and discretion in the handling of confidential information.

o Communicate effectively and establish credibility throughout the organization with

Senior Management, department heads, and colleagues as an effective developer of

solutions to business staffing challenges.

o Demonstrated ability to understand and work with analytical tools, reports and

technology.

o Bilingual Spanish is ideally preferred.

o Proficient in MS Office, Outlook, Excel, PowerPoint, and Adobe, with a high degree of

proficiency in Excel.

o High level of experience and proficiency working within a Property Management

system is a plus.

• Intellectual, creative, and/or communication abilities:

o Great customer service and team management skills.

o Ability to communicate effectively with property owners, vendors, and

tenants.

o Equal ability to work independently or as part of a multi-functional team with

incredible initiative, work well under pressure managing multiple and shifting

priorities to complete complex projects in a fast-paced environment with minimal

direction.

o Proven leader able to organize and motivate a diverse team of staff, tenants, and

partners.

o Passion for the mission of affordable housing and improving lives of low-income

households.

o Frequently collaborate with a wide range of colleagues to deliver expected

results.

o Highly ethical motivated and results-oriented, proven creative problem solver with

positive respectful proactiveness.

o Utilize demonstrated good judgment and discretion in the handling of confidential

information.

o Must be detail oriented, highly organized.

o Excellent project management with strong follow-up skills, time management and

presentation skills.

o Superior oral and written communication skills coupled with strong people skills.

• Licenses, certifications, and degrees:

o Bachelor's degree with five (5) years of professional experience in human services,

affordable property management, housing development, urban planning, community

development, or related field is preferred.

o A master’s degree in human services or related field is highly desirable.

o CPR/First Aide certification is required or must receive certification within 30 days of

hire.

• Other:

o May be required to work long hours and a varied schedule.

o Travelling throughout various locations in the New York City area.

o Lifting and moving objects weighing up to 30 pounds several times a week.

o Reasonable accommodations may be made to enable individuals with disabilities to

perform the essential functions.

EEO Statement – Children’s Rescue Fund is an Equal Opportunity Employer. We celebrate diversity and are

committed to creating an inclusive environment for all employees. All qualified applicants will receive

consideration for employment without regard to race, color, religion, sex, national origin, disability, gender

identity, sexual orientation or protected veteran status.

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