Regional Operations Manager
2 days ago
Seattle
Job Description Regional Operations Manager Location: King County Hours: Average 40+ hours per week. Some nights and weekends, as needed Reports To: Director of Housing Management Pay Range: $110,000-120,000 annually Position Type: Exempt, non-union position The Regional Operations Manager with a Permanent Supportive Housing focus oversees a portfolio of properties, many of which are permanent supportive properties within the LIHI portfolio. This position provides leadership to on-site property management and works collaboratively with supportive housing leaders with a strong emphasis on resident safety, well-being, and long-term housing stability. This role ensures services provided to clients are low-barrier, trauma-informed, and culturally responsive, and rooted in focusing on getting and keeping residents stably house. This role also supports residents with complex needs, including homelessness, substance use disorders, and serious mental illness by promoting access to comprehensive services, treatment, and housing that help individuals achieve their highest potential for health and stability. The position is responsible for advancing LIHI’s commitment to diversity, equity, and inclusion by fostering a respectful and inclusive environment. This position will include both in office and onsite work. There will be no work from home with this position. Responsibilities: Leadership, Supervision, and Operations Oversight • Provide leadership to teams across the property management and permanent supportive housing programs, including supervision of Area Managers, Property Managers, Maintenance, and Front Desk/Security staff., • Hire, lead, motivate, train, and supervise the Area Managers and facilitate growth in the housing management department., • Monitor acceptable levels of unit turnover time, market and renewal rates, occupancy, delinquency and bad debt. Make recommendations and improvements where needed by working closely with Area Managers and site staff., • Recommend and implement strategies on increasing revenue, minimizing expenses, and monitor/implement rental rate adjustments., • Supervise, authorize, monitor and administer contract services and approves expenses that exceed area manager authority in collaboration with DOHM and finance., • Set clear expectations, coach, mentor, and evaluate team performance in alignment with LIHI values and supportive housing best practices., • Ensure that residents comply with all lease terms and assist site teams with follow through to positively correct resident behavior and/or enter the legal process to ensure rent is paid and negative resident behavior are treated appropriately., • Foster a collaborative and inclusive team culture that centers resident well-being, encourages accountability, promotes a service-oriented approach rooted in Harm Reduction and Trauma-Informed Care to meet the complex needs of residents., • Oversee program operations to ensure alignment with LIHI’s mission, service goals, management plans, and funder requirements., • Set standards and policies for operations leaders and staff that ensure resident safety, and uphold cleanliness and habitability standards., • Monitor unit turnover and occupancy; implement proactive strategies to reduce vacancy, address rent arrears, and support resident stability while keeping sites financially on track., • Coordinate capital and maintenance projects, ensuring contracts include proper insurance, clearly defined scopes of work, and compliance with health, safety, and regulatory requirements., • Proactively assess and plan for building needs, including deferred maintenance, accessibility upgrades, capital improvements, and life/safety concerns., • Collaborate with other departments at LIHI which include but are not limited to development, finance, human resources, URS, supportive services and tiny house villages., • Implement, monitor, and ensure proper, timely, and accurate record-keeping and reporting as assigned for each community within management portfolio., • Monitor and evaluate standards for acceptable curb appeal, upkeep and cleanliness of all communities., • Implement, monitor and evaluate standards for unit turns, service requests, grounds and other maintenance‐related responsibilities at each community within the management., • Conduct leadership meetings within the housing management department in both a team setting and regularly scheduled one on one check-ins., • Conduct occasional site visits which include inspecting units, the property’s common areas, maintenance storerooms, exterior, and interior., • Research all funding resources within the department. Implement applications and funding requests and monitor site level funding and spending for maximum utilization., • Ensure property is equipped with proper PPE, monitor any safety concerns, hazardous materials control and that good exposure plans are in place., • Support staff and provide technical assistance for annual reporting to funders. Monitor responses to funders regarding deficiency issues noted at properties, as needed., • Develop and implement new policies and procedures and manage them during organizational growth, • Assist with new property lease-ups, acquisitions, and developments. All aspects of property start up to ensure timely property leasing; recommend staffing plans, budgets and quality compliance., • Coordinate and complete special projects and other duties as assigned by the DOHM., • Engage with assigned training and comply with training deadlines., • Review and analyze monthly financial reports, rent rolls, and budget variance reports; provide guidance to site teams accordingly., • Collaborate with Property Management and Compliance staff to ensure accurate rent collection, lease enforcement, and annual tenant recertifications., • Approve high-level operational expenses and monitor adherence to approved budgets., • Ensure compliance with local, state, and federal regulations, including HUD, LIHTC, and other affordable housing programs., • Promote strong resident relationships and support staff in resolving conflicts through trauma-informed, housing-first-aligned interventions., • Ensure tenants are connected to behavioral health and supportive services and empowered to maintain stable housing., • Guide Site Directors in responding to tenant complaints, incident reports, and grievances with professionalism and adherence to policies., • Support community integration and respond to neighborhood concerns in coordination with agency leadership and local stakeholders., • Responsible for detailed reporting and documenting all incidents and maintenance needs and operational issues in writing through the assigned platform/system, in a timely fashion (within 24 or 48 hours for non-emergent issues)., • Foster a clean and safe environment., • Engage with assigned training and comply with training deadlines., • Other job duties as assigned. Minimum Qualifications • Associate degree in Property Management, Human Services, Social Work, or a related field., • Minimum of six years of experience at a senior management level in residential property management, facilities management, or housing programs and services and/or a minimum of five years of progressive experience in permanent supportive housing, affordable housing, or housing programs serving people experiencing homelessness, including at least two years in a senior leadership or supervisory role., • Demonstrated experience supporting residents with complex needs, including serious mental illness, substance use disorders, and chronic homelessness., • Strong supervisory and leadership skills, including experience managing cross-functional or multidisciplinary teams., • Deep understanding of supportive housing models, including Harm Reduction and Trauma-Informed Care., • Proficiency in operational oversight, including budgeting, financial reporting, and compliance monitoring., • Experience with regulatory requirements for HUD, LIHTC, Section 8, or other affordable housing programs., • Strong communication and interpersonal skills with a commitment to racial equity, inclusion, and social justice., • Experience managing multiple supportive housing or affordable housing sites., • Familiarity with King County’s housing landscape, community resources, and funding mechanisms. • Must have a valid Washington State driver’s license and must meet Washington State minimum requirement for driver liability insurance., • Must pass motor vehicle/driving record checks, • Must have regular access to a reliable vehicle. Mileage is provided for travel between sites during shift, • Must pass criminal background checks and drug screening Benefits for this position (pro-rated for part time employees) • Generous vacation and sick leave, • 10 paid holidays and 1 floating holiday, • Employer-Paid Medical, Dental, and Vision (with HRA, HSA & FSA options), • Employer-Paid Life and AD&D Insurance, • 401k offered for unionized employees (through OPEIU8), • 403b offered for non-union employees, • Employee Assistance Program, • Travel Assistance Program, • Aflac offered for all employees. About us: The Low Income Housing Institute (LIHI) has a 30-year history and track record of owning and managing low-income housing; developing innovative solutions to homelessness; advocating for housing justice; providing supportive services; and operating hygiene services for homeless people at our Urban Rest Stops. LIHI staff have developed over 5,000 affordable housing units and manages over 3,000 units including rental housing, permanent supportive housing and transitional housing. The populations served include: families, singles, seniors, veterans, young adults, immigrants, low wage workers, and people living with physical and mental disabilities. LIHI is one of the largest nonprofit housing organizations in the state. Our properties are located in Seattle, King County, and five adjacent counties. LIHI is a national leader in sponsoring tiny house villages as a crisis solution to homelessness. Annually, the tiny house villages and shelters serve 2,000 homeless people and our hygiene programs serve over 8,000 homeless people. LIHI staff is collaborative, dynamic, and dedicated to taking bold steps in ending homelessness and creating supportive communities for people to thrive. #hp
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