The Property Management Department manages tenants’ leases and lease compliance and ensures the sanitation, safety, upkeep and code compliance of the THC master-leased hotels. They work closely with the Support Service and Housing Services departments to manage each THC master-leased hotel in a manner that also improves the quality of life for the tenants. Our 15 master-lease hotels range in size from 44 units to 247 units. As a result of this range we have the experience that allows us to customize policies and business practices to fit the needs of each building in our portfolio.

Housing Placement And Money Management

In 1988 Tenderloin Housing Clinic started it’s Modified Payment Program to offer housing placement and rent collection services to homeless single adults in San Francisco. Originally, housing placements were made to SRO hotels primarily in the Tenderloin, Mission and South of Market neighborhoods.

Tenderloin Housing Clinic’s first master lease was of the Seneca Hotel in 1999. Since that time our portfolio has grown to 15 master leased hotels and 1 apartment building. Since 1999, the Housing Services department tenant placement has evolved with the agency’s increasing portfolio. For the last several years, the Housing Services department has placed homeless single adults exclusively into hotels master leased by the agency.

All placements into the agency’s master leased hotels are made through referrals from the Human Services Agency’s Housing Access Team (HAT), emergency shelters or a pre-qualified community based organization. Tenants not referred through HAT must receive Social Security, Veterans benefits or have income from work to ensure their ability to pay their rent.

People living in emergency shelters or working with another homeless service provider need a referral from a Case Manager to be placed into housing with Tenderloin Housing Clinic. All tenants placed into one of the agency’s master leased hotels are also enrolled in the Modified Payment Program so that they can have assistance paying their rent in a timely manner

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The agency’s Housing Services department provides money management services for over 1500 tenants residing in the agency’s master leased hotels and to an additional 600 tenants who reside in other SROs in San Francisco.

The Housing Services department also administers subsidies for all of the tenants who receive income from GA, PAES or SSIP. The GA/PAES/SSIP Subsidy program provides a housing subsidy to homeless County Adult Assistance Program recipients. Participants must be enrolled in the GA, PAES or SSIP programs to receive subsidies.

Since 1999 Tenderloin Housing Clinic has provided comprehensive property management services for the hotels master leased by the agency. The Property Management department manages tenants’ leases, ensures lease compliance and sanitation, safety, upkeep and code compliance of our 15 master leased hotels.

The Property Management department works closely with the Support Services and Housing Services departments to ensure each hotel’s effectiveness and to manage each hotel in a manner that improves the quality of life for the tenants.

A Property Management Director is responsible for the oversight of the department; this position supervises one Facilities Director and three Property Supervisors. The Facilities Director, in conjunction with three Maintenance Managers, are responsible for the safety and maintenance of all of the agency’s 15 master leased hotels. The Property Supervisors are responsible for ensuring the smooth operation of the hotels and monitor the performance of each hotel’s General Manager, Assistant Manager, Janitors and Desk Clerks.

Thirteen of the agency’s hotels have 60 or more units; the minimum staffing level at these hotels is:

• 1 FTE General Manager
• 1 FTE Assistant Manager
• 6.0 FTE Desk Clerks
• 1 FTE Maintenance Worker
• 1 FTE Janitor

Two of the agency’s hotels have less than 50 units. Residency at these hotels is earned by the agency’s highest functioning tenants who have demonstrated consistency and stability in adhering to lease terms and hotel policies. As a result, a lower staffing level is necessary; the minimum staffing level at these hotels is:

• 1 shared FTE General Manager
• .5 FTE Assistant Manager
• 1.66 FTE Janitor/Maintenance Worker

Since 1988, the Modified Payment Program administered by the Housing Services department has provided rent collection services for single adults in SRO hotels in the Tenderloin, Mission and South of Market neighborhoods. As previously stated, all tenants residing in the agency’s master leased hotels are participants in the Modified Payment Program.

Participants have their GA/PAES/SSIP checks sent directly to Tenderloin Housing Clinic, where the tenant contribution portion of their rent is deducted and sent, along with any subsidies received, to the landlord for prompt rent payment.

When a participant’s check is greater then the tenant contribution portion of their rent, the Housing Services department creates a “disbursement” check for the participant.

For those participants who require more extensive assistance with money management, the agency makes representative payee and money management services available.

A comprehensive approach is used to help tenants who have delinquent rent remain in housing. The approach includes the use of payment plans and referrals to other non-profit groups that can provide monetary assistance.

All tenants who reside in one of the agency’s hotels and miss a rent payment receive personal follow up by at least one of the following Tenderloin Housing Clinic staff members:

• Housing Counselors at the Housing Services department
• Case Managers at the hotels
• General Managers at the hotels

Maintenance and janitorial services are provided by Tenderloin Housing Clinic staff at all 15 of our master leased hotels. One Facilities Director supervises three Maintenance Managers who in turn supervise the Maintenance workers at each hotel. The Maintenance Managers ensure building code compliance, perform more technical maintenance tasks, order maintenance and janitorial supplies and coordinate any maintenance services to be provided by outside vendors.

The General Manager at each of the hotels oversees the property management activities and general upkeep of the hotel. Additionally, the General Managers are responsible for the day-to-day supervision of the Assistant Manager, Desk Clerks and Janitor at their respective hotels.

Each Tenderloin Housing Clinic master leased hotel also has a Tenderloin Housing Clinic staff member who resides in the hotel and serves as the Resident Manager. When Maintenance workers or Janitors are not on duty, tenants may call the front desk or the Resident Manager in case of emergency relating to maintenance or janitorial issues.

Security Services, Safety and Front Desk

Each of the agency’s 15 master leased hotels has a secured entrance and strategically located security cameras. Images from the security cameras are recorded and monitored by the front desk staff, General Manager and/or Assistant Manager.

Staff members at the hotels ensure proper safety and sanitation; all hotel staff learn and practice safety and emergency procedures and de-escalation techniques to address challenging situations.

Two of the agency’s master leased hotels serve as “reward hotels” and are reserved for those tenants who have demonstrated the ability to live more independently. These tenants are provided a key to the front security gate of their hotel and, as a result, there is no need for onsite Desk Clerks.

The other thirteen hotels provide front desk staffing by Desk Clerks 24 hours a day, 7 days a week, 365 days a year. Desk Clerks ensure that those entering the hotel are current tenants, or are authorized visitors in accordance with San Francisco City and County’s Uniform Hotel Visitor Policy. Tenants and visitors to hotels with front desk staff gain access only after the Desk Clerks visually verify their identity and allow entry.

The Desk Clerks and Resident Managers are always available to handle emergency situations that arise outside of normal business hours.