Resident Manager Supervisor

Position Summary

The Hillcrest Transitional Housing team is committed to moving individuals, youth and families from homelessness to self-sufficiency. Our employees are committed to service and embodying the organization's mission and values in all activities. All resources are leveraged in a manner that is strategic and cost effective to achieve our mission and goals. The Director of Program Administration must be a community advocate for our organization, our residents, and those in need of our services.

The Resident Manager Supervisor provides leadership, oversight, coaching, and support to Resident Managers across all Hillcrest campuses. This position serves as the primary point of contact for Resident Managers, ensuring consistency in resident support, policy compliance, emergency response procedures, documentation standards, and campus operations.

The Resident Manager Supervisor works closely with program leadership to maintain safe, supportive, and well-managed residential environments while ensuring Resident Managers have the tools, training, and guidance necessary to be successful in their roles.

This position is based at the Kansas City, Kansas campus and requires regular travel between all Hillcrest campuses.

The Resident Manager Supervisor serves as the primary supervisory resource for Resident Managers and may participate in an on-call rotation to ensure consistent support, decision-making, and emergency response across all Hillcrest campuses.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Resident Manager Leadership & Supervision

• Directly supervise all Resident Managers across Hillcrest campuses.

• Conduct regular one-on-one meetings and check-ins with Resident Managers.

• Provide coaching, mentoring, guidance, and performance feedback.

• Assist with recruiting, interviewing, onboarding, and training new Resident Managers.

• Ensure Resident Managers understand and follow Hillcrest policies, procedures, and expectations.

• Participate in performance evaluations, disciplinary actions, and corrective action processes as needed.

• Maintain regular communication with campus leadership regarding Resident Manager performance, concerns, and successes.

• Foster a culture of accountability, professionalism, and resident-centered service.

Campus Support & Operations

• Serve as the primary resource for Resident Managers regarding resident concerns, emergencies, operational questions, and policy interpretation.

• Conduct regular visits to all Hillcrest campuses to ensure consistency in operations and support.

• Monitor compliance with safety, security, property, and organizational standards.

• Assist with after-hours and emergency situations as necessary.

• Coordinate coverage plans when Resident Managers are unavailable due to leave, vacancies, or emergencies.

• Ensure incident reports and required documentation are completed accurately and timely.

• Collaborate with campus leadership to identify and address operational challenges.

Resident Relations

• Support Resident Managers in addressing resident concerns, conflicts, behavioral issues, and crisis situations.

• Assist with resident accountability and policy enforcement processes when needed.

• Promote a safe, respectful, and supportive living environment.

• Model professionalism, compassion, and positive resident engagement.

• Assist in resolving escalated resident concerns and complaints.

Communication & Documentation

• Maintain accurate records related to Resident Manager activities, campus support, and operational concerns.

• Provide regular updates and reports to program leadership.

• Participate in staff meetings, leadership meetings, trainings, and organizational initiatives.

• Ensure timely and consistent communication between campuses and organizational leadership.

• Monitor compliance with documentation standards and reporting requirements.

Training & Quality Assurance

• Develop, coordinate, and facilitate ongoing training opportunities for Resident Managers.

• Onboard and train all Resident Managers

• Monitor compliance with organizational policies, procedures, and best practices.

• Identify opportunities to improve residential operations and resident support services.

• Support implementation of new systems, policies, and operational initiatives.

• Promote consistency across campuses regarding resident management practices and expectations.

On-Call Support & Escalation

• Serve as a secondary point of contact for Resident Managers during evenings, weekends, holidays, and other non-business hours as needed.

• Provide guidance and support regarding resident concerns, emergencies, facility issues, safety incidents, and policy interpretation.

• Assist in determining appropriate responses and escalation procedures for urgent situations.

• Coordinate with program leadership, maintenance personnel, community partners, and emergency services when necessary.

• Maintain awareness of significant incidents occurring across campuses and ensure proper documentation and follow-up.

• Participate in an on-call rotation schedule, as assigned, to provide organizational support outside of normal business hours.

• Serve as the designated escalation resource when Resident Managers require supervisory guidance or approval related to resident, facility, or operational concerns.

Other Duties

·        Attend organizational events, meetings, trainings, and community activities as assigned.

• Support organizational initiatives that further Hillcrest's mission and strategic goals.

• Perform other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

·        A valid driver’s license and ability to travel within the Kansas City Metro area is required.

·        An associate’s degree with coursework in social work, sociology, or psychology is preferred.

·        Knowledge of working with vulnerable populations.

·        Minimum of three (3) years of experience in residential services, housing, property management, social services, case management, or a related field.

·        Previous supervisory or leadership experience preferred.

·        Ability to complete work in a timely, accurate, confidential and thorough manner.

·        Effective verbal and written communication skills with superiors, colleagues, and individuals inside and outside the Hillcrest.

·        Ability to exhibit a professional manner in dealing with others and works to maintain constructive working relationships.

·        Strong attention to detail and experience balancing ongoing projects with one-time requests.

·        Comfortable in networking and public speaking.

·        Familiarity with Windows, Office, Google Drive, Gmail, and HMIS or equivalent industry software.

Compensation and Benefits

Salary: $50,000 annually, exempt position.

Eligible employees receive Hillcrest's benefits package, which currently includes:

• Medical, Dental, and Vision Insurance

• Employer Contributions Toward Medical Coverage

• Employer-Paid Life Insurance

• Employee Assistance Program (EAP)

• Paid Time Off (PTO)

• Paid Holidays

• Mileage

• Retirement Plan Eligibility

• Professional Development Opportunities

Benefits are effective on the first day of the month following the employee's date of hire, subject to plan eligibility requirements.

Mission Statement

Hillcrest Transitional Housing exists to move homeless families and youth from homelessness to self-sufficiency through transitional housing, accountability, education, and community support.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.