Director of Property Management
About This Position:
The Director of Property Management is responsible for the overall effective operations of the Property Management Department within a Housing First model. The Property Management department is the largest department at THC with over 200 employees. This position is responsible for partnering with other THC leaders to create, implement, and oversee the maintenance of strategies and procedures that achieve high tenant retention and satisfaction, financial solvency, and safe, clean, and supportive residential environments in accordance with Tenderloin Housing Clinic’s (THC) Mission, Core Values, and Customer Service Philosophy.
• Provide strong leadership, vision, and direction to the department that engender trust and respect.
• Lead the department’s management team and play the central leadership role for the department.
• Motivate the department to provide high level property management services in accordance with THC’s Mission, Core Values, and Customer Service Philosophy.
• Collaborate closely with a variety of staff and external parties and lead department staff to engage effectively in their day to day communication.
• Be results driven and ensure timely response and follow up among department staff.
• Assist with agency-wide staff development including preparation for and facilitation of trainings on topics including but not limited to property management within a Housing First and harm reduction model, fair housing and other landlord/tenant laws, and leadership and professionalism.
• Provide direct supervision to Director of Facilities, Lead Associate Director of Property Management, and the Associate Directors of Property Management and oversee and ensure the hiring, training, direction, supervision, development, evaluation, and performance management of the department staff in accordance with THC policies and directives.
• Conduct regularly scheduled department and team meetings, supervisions, and trainings to motivate staff for success, promote team building, create professional and technical skill development, and establish and maintain effective working relationships.
• Ensure appropriate staff development and training is provided for the department and self.
• Ensure all department staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.
• Hold department staff accountable for high levels of performance, team work, and quality customer service.
Strategic and Financial Oversight
• Lead the development of uniform department policies, procedures, methods for oversight, short-term objectives, and long-range goals to improve the department.
• In conjunction with the Director of Programs, develop a department business plan and corresponding budget(s) that support both the short- and the long-term objectives of the agency.
• Actively participate on THC’s executive leadership team, and play a role in making agency-wide policy and strategic direction decisions.
• Lead the department management team in incorporating into its work the organization's strategic objectives and long-term organizational goals.
• Review reports submitted by managers, examine areas needing improvement, and create, implement, and maintain solutions.
• Review, approve, and/or seek approval of expenditures within specified budgetary parameters.
• Negotiate and/or evaluate contracts and make recommendations, as assigned.
Administration and Operations
• Ensure the highest standards are maintained, and evaluate the effectiveness and efficiency of all department programs and work.
• Ensure the department meets client outcome, safety, quality, and financial goals and objectives.
• Ensure the department’s adherence to all compliance requirements outlined in regulatory and/or applicable legal documents.
• Oversee the monitoring and/or audits of department programs to ensure compliance with established policies and procedures, and prepare information for regulatory agencies when required.
• Produce regular reports for , for both internal and external purposes, as assigned.
• Participate in internal and external meetings and committees.
• Participate in the development and maintenance of THC’s client files and databases, both internal and external, that store tenant information.
• Oversee strategy, controls and procedures that provide operations and fiscal control, cost savings, projections, planning, forecasting, uniformity and effective utilization of assets and properties.
Supportive Housing Tenant Services
• Oversee the operations of THC-managed residential properties in accordance with THC’s Mission, Core Values, Customer Service Philosophy, and policies and procedures.
• Work closely and collaboratively with the Support Services and Housing Services Departments to ensure consistent and comprehensive services to tenants.
• Ensure tenant retention, occupancy rates, and other service goals are met as set by regulatory agencies and THC, and examine and address issues of relevance to meet these goals.
• Ensure that rents and other monies are collected in a timely manner and collaboratively work with other departments to support tenants in maintaining housing through rent payment and lease compliance.
• Represent THC in legal tenant matters, when necessary, and oversee activities of the Property Management Attorney relating to tenant eviction, THC legal defense, and research of agency legal questions.
• Ensure all tenant services in residential properties, including but not limited to lease signing, day-to-day operations, rent collection, behavioral management, and evictions are conducted in a supportive manner in accordance with all applicable laws and THC policy.
• Promote community-building in all residential properties and attend building activities, meetings, and events regularly.
• Oversee tenant complaint and grievance processes in accordance with agency policy. Address any gaps in services and employee performance issues when necessary.
• BA/BS degree in Hospitality Management, Social Work, or related field required; MA/MS degree in related field preferred.
• California Certified Residential Manager (CCRM) Certification preferred.
• Must have a minimum of 5 years of proven leadership and hands-on experience managing staff and programmatic functions in a Property Management/Facilities capacity.
• Minimum of 2 years of experience in a non-profit that includes direct or indirect experience with multi-diagnosed, low-income, homeless or formerly homeless adults strongly preferred.
• Must be able to respond to after-hour urgent phone calls and/or emergencies.
• Must have a thorough working knowledge of Microsoft Office Suite.
• Must have an ability to produce and analyze reports consistently and accurately, and write business correspondence and agency policies/procedures.
• Must have an ability to effectively present information and respond to questions from groups of managers, employees, clients, funders, governmental agencies, and the general public.
• Must have demonstrated thoughtful and effective communication and collaboration skills.
• Must have an ability to read, understand, apply language and concepts, and make independent decisions based on policies, governmental regulations, technical procedures, general business periodicals, professional journals, and contracts.
• Must have demonstrated analytical, critical thinking, problem-solving, strategic thinking, and planning skills.
• Must have demonstrated customer service and conflict resolution skills.
• Strong verbal and written communication skills
• Must be results-oriented, highly organized, very detail-oriented, proactive, resourceful, able to manage multiple high-level projects with strict timetables, and have solid administrative follow-through while working in a fast-paced environment.
• Must have knowledge of San Francisco landlord-tenant law, terms of tenancy, general property management principles, and employment law.
• Must have an understanding of the Harm Reduction model and must desire to work within a Supportive Housing Model.
• Must have a strong working knowledge of mental health and substance abuse issues.
• Must have demonstrated experience in participating in budget development and management, and an understanding of general accounting and auditing principles.
• Must read, communicate orally, and write in English.
• Must pass all post-contingency offer background checks, reference checks, and TB screening clearances.
• Experience working in non-profit or public sector preferred.
How to Apply:
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