Resident Services Manager

Job Summary The Dakota County Community Development Agency (CDA) is seeking a detail-oriented and proactive Property Management professional to support and oversee residential and commercial properties. This role includes acting as a back-up Property Manager, managing lease-ups, coordinating commercial leasing, conducting property inspections, and ensuring effective resident relations.

The position also involves supervising Resident Services Specialist, overseeing training, performance, workloads, and schedules, while ensuring compliance with health, safety, and agency policies. The candidate will serve as the primary Yardi/RentCafe contact, maintain system templates, implement software efficiencies, assist with reports, and represent the CDA positively to residents, vendors, and colleagues.

The ideal candidate is organized, customer-focused, technologically adept, and skilled in problem-solving, communication, and conflict resolution.

The Dakota County CDA is a leader in affordable housing and community development programs. The agency owns and manages over 2,900 units of affordable housing located throughout the county and additionally administers the fourth largest Housing Choice Voucher (rent assistance) program in the state. There are six departments at the CDA: Administration, Community & Economic Development, Finance, Housing Assistance, Housing Development and Property Management. For more information about the CDA, visit www.dakotacda.org

Selection Process

• You submit an online application that includes supplemental questions
• We assign you a score based on your qualifications
• Top scoring candidates are referred to the hiring manager for interview consideration
• We conduct background and reference checks before hiring

Examples of Duties Property Management, Leasing and Lease Up

• Serve as backup to property managers during absences of a week or more, including supervising site attendants, resolving disputes or urgent issues, and responding to phone calls and emails.
• Manage commercial properties, maintain clear and consistent communication with commercial tenants, and collaborate with the broker on leasing activities, including coordinating and supporting build-out negotiations.
• Serve as backup manager for the CDA office building, overseeing daily operations and addressing issues in the absence of the Assistant Director of Property Management.
• Coordinate and lead monthly Senior Move-In orientation and execute lease agreements while ensuring all documentation is complete, accurate, and thoroughly reviewed.
• Assist with pre-screening applicant files by reviewing submitted documents for completeness and accuracy, verifying eligibility criteria, and identifying missing or inconsistent information; issue decision letters to applicants and represent management during informal grievance hearings for public housing.
• Perform comprehensive monthly property inspections, documenting conditions, identifying maintenance needs, and ensuring resident upkeep and compliance with safety and operational standards.

Resident Relations and Communications

• Draft clear and easy-to-understand memos and newsletters to keep residents informed, strengthen community relations, and ensure timely communication of important updates and policies.
• Render and provide residents with acceptance or denial decisions on reasonable accommodation requests by reviewing all required documentation, including request forms and verification-of-need forms.
• Render VAWA determinations for the department by conducting fact-based, unbiased reviews; consulting legal counsel as needed; requesting and evaluating additional information; and issuing a final "No Bias" decision strictly grounded in the evidence.

Supervision of Resident Services Specialist

• Review and update job description for Resident Services Specialist to ensure accuracy with departmental needs
• Support recruitment and hiring processes for Resident Services Specialist
• Train staff in departmental and agency procedures to ensure consistent and compliant operations
• Monitor and approve employee work schedules, flex leave requests, timesheets, and overtime within budgetary limits
• Approve mileage claims and budgeted purchases in accordance with organizational policies
• Conduct performance evaluations and manage employee performance to support professional growth and accountability
• Advise the Assistant Director of Property management on staffing requirements, performance issues, and training needs for Resident Services Specialist
• Assess and adjust Resident Services Specialist workload to balance caseloads and ensure efficient operations
• Ensure strict adherence to health, safety, and compliance standards
• Hold regular meetings with Resident Services Specialist to review performance, address concerns, and provide guidance and mentorship

Other duties as assigned

• Complete required program compliance and CDA reports.
• Perform back up duties for other Property Managers (as assigned).
• Assist with new property management staff training.
• Attend bi-monthly Agency meetings, monthly staff meetings, monthly supervisor check in meetings.
• Participate in training opportunities as supervisor/Agency sees necessary.

Act as a positive representative of the CDA

• Promote a positive image of the CDA to clients.
• Develop and maintain a good working relationship with CDA employees, vendors and contractors working with the CDA.
• Answer calls and emails within 24 hours.
• Manage difficult or sensitive interactions in a calm and professional manner, applying sound judgement, de-escalation techniques, and conflict-resolution skills to address concerns and facilitate resolution
• Abide by all Board approved policies, policies prohibiting discrimination and harassment, executive communications, administrative procedures, and safety procedures established by the CDA.

Typical Qualifications

MINIMUM QUALIFICATIONS

• A minimum of five (5) years related education and/or experience.
• A valid driver's license.

Knowledge of:

• Personnel development, direct supervision, administrative practices, and procedures.
• Federal regulations, affordable housing, i.e. Low Rent Public Housing and Section 42 Tax Credit Housing.
• Minnesota Landlord/Tenant Statutes.
• Public Relations, marketing, and leasing.
• Property/facility maintenance and management.
• Knowledge and experience of Yardi/RentCafe
• Knowledge of Microsoft 365.

Ability to:

• Treat residents courteously, respond to resident/vendor requests in a timely manner, seek feedback from residents to monitor their satisfaction, and consider interests of the resident when making decisions. Proactively identify residents' needs, resolve complaints, and create strategies to help the organization serve customers more effectively.
• Testify in landlord/tenant court cases.
• Motivate teamwork, negotiate, mediate, and resolve conflicts in a highly professional manner.
• Respect privacy and confidentiality of clients.
• Work with diverse groups of individuals.
• Work independently, and initiate and complete work projects.
• Make sound judgements and risk assessments regarding client eligibility and lease compliance.
• Communicate effectively verbally and in writing in groups and individuals.

ESSENTIAL PHYSICAL REQUIREMENTS

• Ability to sit/stand a large portion of the day at a desk or workstation.
• Ability to read, type, write, and handle small objects or tools.
• Ability to speak clearly and listen attentively during meetings, phone calls, and other interactions.
• Walking and standing is required, such as moving between different office buildings or attending meetings.
• Occasionally lifting and carrying light objects, such as files, documents, or office supplies.
• Occasionally reaching above shoulder height or bending to access files, equipment, or supplies.

WORKING CONDITIONS

Assigned tasks may be carried out while seated at a desk in an office environment. Frequent meetings occur with tenants and contracts outside the office at various properties/locations throughout the workday.Supplemental Information Dakota County Community Development Agency is an equal opportunity employer and will not discriminate on the basis of race, color, creed, age, religion, national origin, marital status, disability, sex, sexual orientation, familial status, status with regard to public assistance, local human rights commission activity or any other basis protected by law. Dakota County Community Development Agency accommodates qualified persons with disabilities in various aspects of employment, including the application process. If you believe you need a reasonable accommodation to complete the application process, please contact Human Resources at 651-675-4431

Applicant Data Practices Advisory According to Minn. Stat. § 13.04, Dakota County Community Development Agency (CDA) must advise you of the following.

Purpose and intended use of the data:

The CDA collects this information for recruitment purposes. Your data will be used to screen and select applicants for employment. In the event you are selected for hire, your data will be used to perform a criminal background check through a trusted third party agency, which may include the Bureau of Criminal Apprehension. Consultant, CDA and/or officials involved in the hiring process will have access to the data provided. Data may be shared upon court order or provided to the state or legislative auditor, upon request.

Whether you may refuse or are legally required to supply this data:

Application for employment as well as supplying any data in application for employment is voluntary.

Consequences arising from supplying or refusing to supply this data:

We take pride in hiring the best candidates, but we can’t do this without a complete application. Filling out the application is voluntary, and the more complete the application, the better your chances of conveying to the CDA you are the best candidate for the job. Except for explicitly optional requested information, refusal to provide a complete application may result in disqualification from consideration for a position.

Benefits

The Dakota County CDA offers a competitive benefit package. This position is eligible to participate in the following benefits:

• Medical Insurance (three plan options )
• Dental Insurance (two plan options)
• Vision Insurance
• Life insurance
• Short-term and long-term disability insurance
• Medical and dependent care flex spending accounts
• 20 days (160 hours) of flex leave (vacation/ESST) per year with increases in accrual amounts after every five years of service
• 12 paid holidays
• 8 hours of volunteer leave per year
• Paid parental leave (three weeks for the birth or adoption of a child for all parents)
• 401a HART retirement plan (in lieu of Social Security) - 12.7% employee contribution matched by 12.7% employer contribution
• 457 Deferred Compensation Plan (Nationwide) - optional
• Employee Assistance Program
• Tuition Reimbursement
• On-site fitness center
• Employees are eligible for the Public Service Loan Forgiveness Program