Resident Services Manager I or II - Lion Creek Crossings

Emphasizing our historic and continuing commitment to Asian and Pacific Islander communities, theEast Bay Asian Local Development Corporation (EBALDC)works with and for all the diverse populations of the East Bay to build healthy, vibrant and safe neighborhoods through community development.

EBALDCis a first-generation social enterprise founded in 1975 that has consistently generated >75% of our revenue from earned income. Our businesses and programs generate revenue to support sustained social impact. We oversee a diverse range of businesses and programs, including real estate development, property management, social services, and professional services, some of which are corporate operations and others are operated as subsidiaries and through partnerships with public and private partners.

EBALDC is dedicated to building a culturally diverse and pluralistic organization committed to working in multicultural communities, and strongly encourages minorities, people of color and women to apply for our employment opportunities. EBALDC is an equal opportunity employer and makes employment decisions on the basis of merit, including the applicant’s ability to champion EBALDC mission, values and organizational culture. EBALDC wants to have the best available persons in every job. EBALDC policy prohibits unlawful discrimination on any basis protected by federal, state or local law or ordinance or regulation.

For more aboutour accomplishmentsandour mission, please visit:www.ebaldc.org

East Bay Asian Local Development Corporation (EBALDC)is seeking one (1) regular full timeResident Services Manager I or IIat Lion Creek Crossings in Oakland, CA.

EBALDC is dedicated to providing low-income individuals and families in our neighborhoods with services and education to generate opportunity through our Neighborhood & Economic Development (NED) programs. We provide social services, financial and workforce services, youth programming, and community building opportunities for our property residents and the broader neighborhoods we serve. Our Managers oversee areas of this work, supporting program staff and developing systems to ensure that we reach our goals.

Resident Services Managers work alongside our resident services teams at EBALDC affordable housing sites, offering assistance that enhances overall quality of life, social cohesion, economic wellbeing, and housing stability. This position oversees services at all of our Lion Creek Crossings in East Oakland.

Key Duties & Responsibilities:
Direct Supervision and Oversight of Resident Services Department at Lion Creek Crossings:

• Supervises, trains, and supports staff at Lion Creek Crossing to ensure that services are meeting the needs of residents, and are aligned with service goals, service plans, and the Strategic Plan priorities.
• Provides regular individual supervision and group coordination meetings for staff.
• Ensures coverage and proper notices in the event of staff absence or staff vacancies. Provides backup coverage and support of program activities when needed.
• Supports and motivates service team by expressing expectations, resolving conflict, holding staff accountable to work and goals, and promoting a friendly climate with staff.
• Guides, coaches, trains, and supports staff, giving positive and negative feedback when necessary. Resolves conflict and establishes a culture of trust, respect, and rapport with team.
• Recruits and facilitates hiring processes for new positions.
  

• Works with a wide variety of partners to further the goals of programmatic areas and to create innovative solutions and insights to problems and assignments.
• Coordinates regular meetings with partners, holds accountability, and supports staff management of partner organizations that contribute to EBALDC services.
• Researches, meets with, and recruits new partners as needed for program success, and develops partner agreements. Holds partners and own staff accountable to service agreements and insurance compliance in coordination with supervisor.
• Coordinates and supports staff in coordinating with Property Management on services provided for residents, including conducting bi-weekly meetings, supporting residents in jeopardy of losing their housing, coordinating on safety concerns, and planning resident meetings & activities.
• Periodically attends and ensures staff attendance to community meetings, resident events, and other activities to network with partners and maintain positive relationships with community served.
• Ensures that staff provide good customer service, acting courteously, compassionately, and responsively to all residents.
• Follows up with concerns raised by residents that are not resolved by staff. Demonstrates understanding of resident issues, maintain trust and credibility with residents, and anticipate resident needs.
• Appropriately uses conflict resolution strategies and de-escalation to address behavioral problems with residents, such as mental health crises or unfavorable service evaluations.
• Responds to resident concerns or calls attention to them within 72 hours.
• Shows capacity to advance inclusivity by appreciating variations in gender, race, ethnicity, and other categories.
• Actively seeks out opposing views in order to comprehend others when there is conflict.
  

• Provides Resident Services coverage for staff as needed, ensuring that the Family Resource Center and senior services at Lion Creek Crossings Senior Building operate smoothly.
• Acts as the lead representative for EBALDC’s Resident Services with the Healthy Havenscourt Collaborative, including representing EBALDC with the HHC Cubhouse and other HHC activities, ensuring that residents have opportunities to make broader community impact.
• Works with other neighborhood partners to further the goals of Lion Creek Crossings residents, including childcare providers on site, NCPC partners, and the Oakland Housing Authority.
  

• Accurately and efficiently enters data into various online customer tracking systems.
• Trains and hold staff accountable to data entry practices and to meet deadlines for data entry. Review reports, assess program success, and adjust programming to improve outcomes.
• Provides accurate and timely reporting on customer status using digital and paper case files, following standards on case note writing and based on EBALDC document and privacy standards.
• Complete monthly, quarterly, and annual reports in a timely manner, including program reports, resident surveys, resident success stories, event summaries, and program photos.
• Gather reports from staff and hold staff accountable to reporting deadlines.
• Develop and maintain program budget for program activities. Plan for and procure supplies in a timely manner according to budget.
• Support staff in tracking site budgets to ensure budget targets are met.
• Develop and support staff with developing program Annual Service Plans based on grant and agency deliverables.
  

• Builds teamwork and encourages creativity and feedback in program planning.
• Engages in community feedback loops, gaining direct program and strategic input from residents.
• Regularly engages in brainstorming and group discussions with colleagues to problem solve and generate creative new solutions and approaches to customer issues and business processes.
• Proactively identifies program implementation barriers, seeks various perspectives, and finds solutions.
  

• Report to work as scheduled, and follows call-in and approval procedures for time off. Ensures that staff do the same.
• Organize and prioritizes work effectively, with flexible response to priorities and organizational change.
• Participate in training and development programs to improve personal skills/knowledge; develop a personal plan for continuing professional development for self and team.
  

• Any combination of education and experience in property-based social services
• Demonstrated experience and proficiency in managing or supervising others and leading collaborations
• Demonstrates good written, oral communication, presentation skills, expressing ideas and information accurately
• Experience and proficiency in working in diverse, low-income communities with cultural competency and sensitivity, and promotes inclusive practices
• Able to use good judgement and seek advice when appropriate
• Self-directed and attention to detail
• Able to define and solve problems, including seeking understanding from others when needed
• Demonstrates a positive attitude, respect, and rapport with colleagues
• Advanced knowledge of Microsoft Office tools
• Has updated CPR & First Aid certifications, provided by EBALDC
• Passes criminal, DOJ, and other background checks
  

• Bachelor’s Degree in a relevant field or equivalent work experiences
• Bilingual in either Arabic or (Cantonese and Mandarin).
• Preferably 2+ years of experience in basic social service delivery, with a preference for property-based social services.

Physical Demands:

This job requires simple grasping and fine manipulation, sitting at a desk and using a computer for extended periods of time, moderate use of telephone, standing, walking, bending, and reaching. Requires ability occasional lifting or moving of objects up to 25 pounds. Also required is:

• Ability and willingness to assist with event set up, such as moving tables and lifting boxes
• Ability to sit in a chair for long periods of time
• Ability to walk up and down stairs to outreach to residents

Salary Range:

Resident Services Manager I: $65,215 - $72,462 annually

Resident Services Manager II: $72,462 - $83,882 annually

Benefits and Other Information:

EBALDC offers excellent benefit. EBALDC pays up to 100% of employee premiums and 60% of dependent premiums for Medical, Dental, Vision, LTD and Life, EAP, Retirement, Paid Time Off, CA Paid Sick Leave, Holidays and Wellness Days off for all eligible employees.

**All candidates will be subject to a background checkas a condition of employment**

Please NO PHONE CALLS!

EBALDC is an EOE Employer