Community Manager III - Del Nido, Santa Rosa

Job Title: Community Manager III Actively supports Eden’s mission of creating and sustaining high-quality affordable housing communities that advance equity and opportunity for all.
Department: Property Management Location: Varies Reports To: Property Supervisor FLSA Status: Non-Exempt Last Updated: December 31, 2023 Pay Grade: EHMI 10 POSITION SUMMARY Under the direction of the Property Supervisor.
The Community Manager III is responsible for the overall operation of multiple sites or a single large property, meeting certain criteria, the day-to-day implementation of those policies, procedures and programs that will assure a well-managed, well-maintained community withinestablished management operating and fiscal policies and assuring compliance with all regulatory agencies and investors.
This includes developing within the properties a supportive environment for all residents, assuring for all properties sound fiscal management, maintaining an acceptable occupancy level, maintaining clean, well-maintained building(s) and grounds, managing the onsite staff and their duties, interacting with and supervising vendors, and if applicable, working with a Board of Directors.
The Community Manager III must relate well to people, must exercise good judgment and discretion in dealing with residents, visitors, vendors, and staff.
The Community Manager III is required to provide leadership in developing multiple communities and in directing the staff.
The Community Manager III is expected to facilitate a staff that functions as a team and is cooperative with each other, the residents, and visitors to each property under their supervision.
The Community Manager III directly supervises two or more employees—up to and including Community Managers I & II, Assistant Managers, Maintenance Technicians, and Janitors--in accordance with Eden Housing’s policies and applicable laws.
A Community Manager III who lives on-site will be responsible for performing the duties and responsibilities listed in the attached Night Manager job description that includes responding to all after-hours emergencies or building problems that arise.
ESSENTIAL DUTIES AND RESPONSIBILITIES Physical Asset and Maintenance/Janitorial Management • Supervises maintenance and janitorial staff, including any contract or temporary personnel working at the property.
• Supervises all vendors, contractors, and providers of service to the properties, whether paid or volunteer, to ensure completion and quality of product provided.
• Assists Facilities Coordinator to schedule personnel to be available for emergency maintenance.
• Supervises or performs the scheduling of routine maintenance and janitorial work.
Completes regular follow up inspections or phone audits on maintenance and janitorial work to ensure quality control.
• Ensures adherence to preventative maintenance checklists by day, week, month, or year for maintenance personnel to perform, ensures the completion of tasks on the checklists, and ensures that all work is completed in a timely manner.
• Performs continual informal inspections of the properties to ensure they are being properly maintained and that mechanical devices are in working order, and that the environment is safe and attractive.
Performs quarterly safety inspections in compliance with OSHA laws.
• Inspects exterior and interior common areas of the properties weekly using approved checklist.
• Performs annual or more frequent inspections of units and follows up with housekeeping letters, preparation of work orders and maintenance chargebacks to residents.
• Ensures all vacant apartment turnover procedures are followed, and that turnovers are accomplished within a timeframe and manner consistent with Eden Housing standards, and in accordance with budgetary goals and limitations.
• Reviews completed and outstanding work orders daily.
Ensures the work orders are completed in a timely manner and closed properly in Yardi, consistent with Eden policies and procedures.
• In conjunction with Facilities, prepares list of capital replacements required or anticipated, when applicable, and submits to Property Supervisor in advance of budget preparation.
• Prepares inventory of building contents, tools and equipment annually or as requested, and forwards to Property Supervisor for review.
• In conjunction with Facilities, bids out and selects contract services, negotiates vendor service agreements, and monitors day-to-day vendor performance to assure full compliance with standards established within the service agreement under the supervision of the Property Supervisor.
• Ensures adherence of the building and its contents to all applicable municipal and fire codes.
Obtains permits, as required.
• Prepares written recommendations for physical repairs and/or replacements, improvements, supplies, material, and equipment to Property Supervisor.
• Utilizes the HD Supply app on the company cell phone to access the Material Safety Data Sheets, as well as other safety related inspections and reports.
• Ensures adherence to all maintenance requirements of Eden Housing.
Marketing and Leasing • Maintains full occupancy.
• Markets units by preparing advertising and marketing programs in compliance with federal, state, local and regulatory requirements.
Makes recommendations to improve marketing and leasing programs.
• Assigns units in the order provided by the Waiting List and according to Eden Housing policy and procedures.
Ensures the development and ongoing administration and maintenance of the waiting list is in compliance with federal, state, local, regulatory and Eden Housing requirements.
• Supervises all staff in the turnover of vacant rental units and ensure that properties comply with unit turnover timeframes policy.
• Reviews all completed rental applications and leases for accuracy and completeness, and for conformance to Eden Housing’s Resident Selection Policy.
• Conducts applicant interviews, obtains appropriate documentation to complete certifications, and verifies potential resident income.
Takes deposits and rents in accordance with Eden Housing’s Resident Selection Policy.
Performs background screenings on all potential applicants.
• Walks a vacant apartment when completed by maintenance personnel or vendors to ensure they are clean and ready to show.
• Weekly walks the properties to be sure the common areas, landscaping, laundry, etc.
are in good condition.
• Supervises move-in and move-out procedures.
Completes security deposit refund paperwork timely and according to policy.
• Conducts marketing and public relations tours during office hours or by appointment, as appropriate.
• Prepares regular market surveys, as requested.
• Prepares weekly Vacancy Reports, monthly Budget Variance Reports, Management Overview Reports, and ensures resident waiting lists are accurate and up to date at all times.
Resident Management • Attends and participates in outside or in-house activities, meetings, organizations, regulatory agency meetings or inspections, etc.
as required by the needs of the properties and as directed by the Property Supervisor to enhance the sense of community at the properties and to enhance the public image of the properties.
• Promotes harmonious relations among residents, staff, vendors, and persons of the larger community.
• Maintains congenial relationships with all residents, is understanding of and sensitive to cultural background, economic status, those with special needs, and adheres to Fair Housing, Equal Employment and Equal Housing Opportunity requirements.
• Develops a sense of community among residents by maintaining good resident-to-resident relationships, staff-to resident relationships, staff-to-staff relationships, and nurturing positive interactions and activities at the properties.
• Ensures all site staff respond to all resident requests or complaints in a timely, efficient, and courteous manner.
• Receives work order repair requests, schedules repairs with maintenance staff, and follows up with the resident, for purposes of quality control, to be certain repairs were completed properly and in a timely manner.
• Manages resident evictions in compliance with court order and directions from Eden Housing’s legal counsel or Property Supervisor.
• Convenes and chairs resident meetings in accordance with Eden Housing standards and requirements.
Assists in preparation of Board Packets, where applicable.
• Coordinates with Resident Services to assist residents with social services needs or problems.
• Provides a resident comment and evaluation form to each resident.
Prepares and reviews summary for submission to Property Supervisor.
Acts on feedback from resident comment and evaluation form as directed by Property Supervisor.
• Develops and provides support to resident organizations, as needed, and as requested by resident organization.
• Represents the properties to local social service agencies and funding sources, as requested by the Property Supervisor.
Financial Reporting and Control • Ensures the successful day-to-day financial management of the properties and maintains all necessary financial records and files in good order.
• Collects rents and other monies.
Ensures that all transactions are processed timely, input accurately and completed in YARDI, using procedures set forth by Eden Housing.
• Supervises or completes daily deposits of all monies collected.
• Reviews all delinquent accounts and resident receivables and determines necessary course of action to collect outstanding balances in consultation with the Property Supervisor.
Submits weekly report to Supervisor with action plan of receivable reduction.
• Reviews property dashboards for entire portfolio.
Prepares action plans for each property not managing according to established goals.
Presents each action plan to Property Supervisor for approval with weekly follow-ups as milestones for marked improvement.
• On a monthly basis, compares lease information with monthly rent roll to ensure that the properties security deposits, rents, move in dates, etc.
are accurate.
Reviews monthly pre-posting report to ensure accurate rent charges.
• Utilizes purchase orders when making purchases for the properties.
Performs payscan functions daily for prompt vendor payment.
• Reviews monthly income and expense statements and reports any areas considered a problem to Property Supervisor.
• Provides initial draft of the annual site budget by the deadline given annually by the Property Supervisor.
• Maintains compliance within the budget during the fiscal year to ensure the fiscal integrity of the project under the direction of the Property Supervisor.
• Prepares monthly financial packages for submission to the Property Supervisor.
Reviews financials for entire portfolio monthly.
Works with Community Managers and Property Supervisor in monitoring and managing to budget.
• Prepares weekly Vacancy and Delinquency Reports of entire portfolio and submits them in a timely manner to the Property Supervisor.
• Timely completes and submits a Monthly Budget Variance Report.
• Completes and submits to the Property Supervisor within 24 hours, any incident that occurs on the properties out of the ordinary or which could become an insurance claim or lawsuit.
• Adheres to all accounting and reporting procedures required by Eden Housing.
Regulatory Requirements • Supervises or completes all resident files at move-in and at each recertification accurately and completely.
• Supervises or completes timely and accurate income recertification of all residents within established regulatory guidelines.
• Processes and maintains all resident documents and forms including leases, income certifications and recertifications, etc.
• Submits files to third party compliance for approval.
All move-ins are required to have compliance approval.
• Ensures compliance with regulatory and/or financial partner requirements, and requests for information to include but not limited to the preparation and submission of reports in an accurate and timely manner (monthly, quarterly, etc.
).
• Prepares property for all inspections to ensure good results.
• Provides reports to Property Supervisor upon request.
• Interacts on behalf of properties and management with representatives of investors, funders, and agencies via phone, email, and in person.
• Coordinates and participates in site inspections and visits of regulatory agencies and financial partners.
Administration • Supervises or manages the day-to-day administration of the property offices, including answering telephones during normal business hours; interacting with residents in a courteous and professional manner; sorting, distributing, opening, and answering mail daily; coding invoices daily; and handling resident inquiries and concerns.
Ensures the office is clean and well organized, and that it and the staff are presentable to the public.
• Adheres to Eden Housing performance standards.
• Exercises common sense, good judgment, consistency, and self-control in day-to-day contact with residents and in other business-related matters.
• Ensures consistent application of rules and regulations, lease, and lease addenda.
Documents and reports all violations in the properties log.
• Ensures proper maintenance and storage of property files and records.
• Ensures that all property staff adhere to all systems, procedures, timelines, and formats established by Eden Housing including the filing systems, business correspondence, purchasing procedures, rental collections, recertifications with proper documentation, properties maintenance records, personnel procedures required, etc.
• Collects, analyzes, and reports the statistical data as requested to provide an accurate and current assessment of the properties and its needs.
Utilizing the monthly dashboard, report to Property Supervisor the status of each property within portfolio.
Where compliance is not being met, action plans will be required.
• Ensures that any emergency that may arise on site is responded to promptly and assigns staff, including self, to be available in this event.
Completes incident reports and forwards to Property Supervisor within 24 hours for review and feedback prior to submitting to Claims.
Where applicable, may assist in the coordination of displaced residents due to property emergency on or after hours.
Will work with Property Supervisor and Operations Coordinator where situations occur.
• Posts all licenses, permits, notices and occupancy permits required by federal, state, and local jurisdictions.
• Attends trade association meetings and seminars to keep up to date on trends and changing conditions, as requested and/or required by the Property Supervisor.
• Communicates all problems and resolves them or makes recommendations to Property Supervisor for resolution.
Personnel Management • Interviews, hires, trains, evaluates, motivates, disciplines, and terminates all staff under the direction of the Property Supervisor and in accordance with Eden Housing Personnel Policies.
• Conducts the introductory and annual performance evaluation of all staff and goals for the staff in accordance with departmental goals and objectives.
Recommends promotions, salary adjustments and disciplinary actions.
• Determines appropriate personnel needed to complete maintenance jobs within the capability of the staff and using temporary personnel in consultation with the lead maintenance technician, if applicable, and with approval of the Property Supervisor.
• Interacts effectively with Resident Services staff in resolving resident issues and concerns.
• Reviews, approves, and submits employee timesheets to Central office based on the posted payroll schedule.
• Ensures appropriate staff development and/or training, including his/her own.
Mentors and trains Community Manager’s in a manner consistent with Eden policy.
• Completes Workers Compensation reports for injured employees according to Eden Housing policies and procedures.
• Ensures all staff adheres to fair housing laws.
• Develops and maintains good staff working relationships, provides leadership to inspire the spirit of teamwork, and encourages cooperation among the staff.
• Ensures staff interacts professionally and respectfully with all residents and with each other.
• Escalates issues to Property Supervisor, and HR, where applicable.
Understands confidentiality.
• Acts in a leadership role.
Attends leadership classes, where applicable.
Mentors and trains direct team under the direction of the Property Supervisor.
Attends monthly meetings, where applicable.
Conducts quarterly meetings with all team members of direct portfolio, providing updates on policy and reviewing portfolio performance.
Housing Program • Ensures the housing program (services and activities provided by the property) is maintained as directed by governing documents, the Board of Directors, Eden Housing, and/or the regulatory agency.
Other Community Management Tasks • Provides direct assistance and direction during after-hours emergencies, as needed.
• Schedules and supervises fire alarm inspections where appropriate and ensures accompanying paperwork is completed.
• Conducts monthly staff meetings wherein safety is a standing item of information and discussion.
• Performs other activities or tasks not outlined above as assigned by Property Supervisor to ensure the viable operation of the property.
SUPERVISORY RESPONSIBILITIES Directly supervises two or more employees in accordance with the organization’s policies and applicable laws.
Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems, under the supervision of the Property Supervisor.
In some situations, might step-in when the Property Supervisor is absent.
Other Duties as Assigned Job Criteria: Oversees multiple properties defined as 3 or more properties totaling a minimum of 100 units, and/or a single Property of 180 units or phased (2 properties) properties with a combined total of 180 units with a minimum staffing of 2 or more direct reports to qualify for the designation and salary of a Community Manager III QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE • Three years’ experience in affordable housing management as community manager • Three years managing people, projects, materials, and information; or equivalent combination of education and experience.
PREFERRED SKILLS and/or ABILITIES • Willingness to learn and troubleshoot preventive plumbing, electrical and landscaping and ongoing maintenance issues and concerns.
• Positive attitude, good sense of humor, energetic, assertive, and capable role model for subordinates.
• Demonstrated integrity on a professional level.
• Excellent communication and customer service skills.
Strong attention to detail.
• Knowledge of Word and Excel.
Yardi software knowledge a plus.
• Ability to handle many projects at once and shifting priorities in a fast-paced environment.
• Second language skill a plus.
CERTIFICATES, LICENSES, REGISTRATIONS • Valid California Driver’s License and insurance required.
• TCS and COS certification is required to be obtained within the first 12-months of the position.
• ARM certification preferred.
LANGUAGE, MATH & REASONING SKILLS Ability to read and comprehend written instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one situations to customers, clients, and other employees of the organization.
Ability to read and interpret documents such as safety rules, operating maintenance instructions, and procedure manuals and to write routine reports and correspondence.
Ability to speak effectively before groups of residents or staff of the organization.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other staff of the organization.
Willingness to learn to prepare annual budgets.
Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to interpret a variety of instructions furnished in written, oral or schedule form.
PHYSICAL/SENSORY/COGNITIVE DEMANDS The physical/sensory/cognitive demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical: • Approximately 40 percent of the job is done sitting, 30 percent standing and 30 percent walking.
Frequently walks, stoops, bends, squats (to retrieve files or pick up debris), climbs stairs, walks on uneven ground, lifts items less than 15 pounds, and reaches at, below, or above shoulder level.
Frequent face-to-face interactions with residents/staff/visitors and must speak clearly and articulate with extreme accuracy to give directions, talk on the phone, etc.
• Occasionally may lift items 16-50 pounds, push items 20 pounds, climb ladders, kneel, twist, or grasp/pull/carry/push equipment such as janitorial carts, vacuums, brooms, or mops.
Must occasionally withstand heights up to the number of stories in the building.
The Floating Community Manager must be able to independently get to all areas of the property.
Vision: • Must pass the California driver's license vision test.
Must be able to proofread documents, read policies and procedures, contracts, forms, hand-written information, and other information.
Hearing: • Must be able to receive verbal information/instructions over the phone and in person.
Must be able to distinguish the sounds made by emergency equipment from other environmental sounds.
Smell: • Must be sufficient to detect foreign/unpleasant odors while walking through buildings, such as a natural gas leak.
Concentration: • Must be able to concentrate despite constant interruption.
Attention span: • Must be able to attend to tasks for more than 60 minutes at a time.
Conceptualization: • Must be able to remember verbal/written information for unlimited periods of time.
WORK ENVIRONMENT • Typical equipment and tools include typewriter, computer, printer, 10-key adding machine, telephone, cell phone, other phone-related equipment, copy machine, fax machine, brooms, mops, vacuum, janitorial supplies/cleaners, maintenance tools/equipment.
• Work is performed inside approximately 75 percent of the time.
Inspections, tours, deliveries, etc.
, may be performed, in part, outside.
• May be exposed to loud noises during emergencies.
• Expected to handle irritate, belligerent, or upset residents or visitors with calmness, diplomacy, and good social skills.
• May occasionally be exposed to blood or other bodily fluids/excretions.
• May be exposed to hazardous materials such as paints, cleaners, or other janitorial/maintenance materials.
JOB DESCRIPTION REVISION This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job.
While this job description is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks are performed when circumstances change.
This job description replaces all previous descriptions for this position.
Eden Housing is an equal opportunity employer.
Eden Housing does not discriminate based on race, color, religion, sex, disability, familiar status, national origin, or any other arbitrary basis.