Resident Services Manager II

1 month ago
Job ID
# of Openings
USD $38,347.00/Yr.



Rose of Lima House is a 50 unit SRO community serving very low income women with disabilities who are homeless at time of move-in. Applicants may have untreated mental health and chemical dependency issues or co-occurring disorders; many have histories of trauma. Referrals to Rose of Lima House are through King County’s Coordinated Entry system. Rose of Lima House provides permanent supportive housing within a Housing First and Harm Reduction model.


The Rose of Lima team works from a multi-disciplinary approach in which all staff coordinate services to promote housing stability in an environment that honors and respects the dignity of each resident. We offer compassionate support that emphasizes safety and stability while encouraging sustained growth in independent living skills. We do so in an environment of promise that welcomes diversity and honors each woman's unique experience.



As part of the management team, the Resident Services Manager (RSM) is responsible for staffing and scheduling, program coordination, and providing case management services for a small caseload of Rose of Lima residents. The RSM creates community-building opportunities with the residents and ensures the safety of the building through 24-hour staffing. Duties of this position contribute toward the creation of a healthy, positive environment for those living and seeking services within the building.


This is a full time benefits eligible position and includes generous paid time off.




Program Coordination

  1. Hire, train, supervise and schedule Women’s Advocates for 24-hour building coverage.
  2. Manage the coverage of the front desk for regular staff breaks.
  3. Develop and maintain relationships with other agencies to streamline referral opportunities for residents.
  4. Recruit, train and support volunteers, including interns from local colleges and universities, ASSET program participants, community service volunteers, and one-time groups.
  5. Request and process in-kind donations.
  6. Manage the Rose of Lima House meals program, including ordering food from Food Lifeline, assisting with the weekly on-site food bank, and planning the weekly community meal with residents and staff.
  7. Ensure program compliance with food safety and food donation.
  8. Represent Rose of Lima House in service provider networks, including committees, coalitions, advocacy groups and/or employment, volunteer or housing fairs, etc.


Case Management

    1. Provide outreach and engagement services to residents with unmet mental health and substance use disorder needs who are often difficult to engage.
    2. Provide ongoing, intensive case management services, including intake and assessment, regular check-ins and crisis intervention.
    3. Identify the needs, barriers, and strengths of residents. Assume primary responsibility for coordinating all aspects of residents’ services plans.
    4. Provide and/or facilitate the provision of a range of therapeutic responses and interventions that support the overall stability and recovery for clients, including: access to basic needs (food, clothing and shelter); permanent housing stability, acute and ongoing medical care, psychiatric treatment, substance use services, and financial assistance.
    5. Provide advocacy-based information and referral, including life skills, independent living, social skills, budgeting, jobs/education, crisis intervention and permanent housing search.
    6. As part of a team, intervene in residents crises (medical/mental health/interpersonal) to maintain safety and well-being of residents. Provide crisis de-escalation and risk assessments for residents, as needed. Advocate with Seattle Police Department, Designated Mental Health Professionals and Involuntary Treatment Services when more intensive services are needed.
    7. Develop and maintain cooperative relationships with current programs providing services for people who have mental health or substance use disorders.  
    8. Develop and implement community-building activities for residents, including support groups and special events.
    9. Maintain a focus on strengths, needs and creative solutions and inspire others to follow this format in problem-solving.
    10. Mediate disputes between residents.
    11. Participate in consultation, staff meetings, and in-service trainings; participate in program events, activities, and meetings.
    12. Maintain and review case records and documentation in HMIS, files and log.
    13. Maintain case management statistics in compliance with HMIS and program funders.
    14. Produce a monthly community calendar and newsletter.

Management Team: 

  1. Share after hours on-call pager duties on a rotating basis with other management staff.
  2. Act as the program coordinator in the absence of the Program Manager: address facility- and resident-related emergencies; respond to lease violations and resident grievances; and facilitate staff and community meetings.
  3. Participate in regularly scheduled staff meetings.


Other Responsibilities:

  1. Communicate and enforce program and CHS policies and procedures with staff and residents.
  2. Develop and support a positive team-oriented work environment.
  3. Maintain atmosphere of safety and support for staff and residents.
  4. Other duties, as assigned.



This position requires the employee to work in an environment where there may be exposure to blood, bodily fluids, and other potentially infectious material. Other exposures could include cleaning supplies, chemicals involved in pest control, paint and other materials used in building maintenance. Working conditions may include interruptions, working alone, interactions with angry persons, and exposure to computer CRTs.



The requirements 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.

  1. Able to hear telephone rings, phone conversation, door bells, emergency alarms and face-to-face conversation.
  2. Able to speak clearly in person and on the telephone.
  3. Able to hand write legibly.
  4. Able to read normal size print and handwritten notes.
  5. Able to sit for sustained periods of time.
  6. Mobility/dexterity of hands/arms to enable keying into locked areas as well as using a computer and other office equipment.
  7. Able to make independent decisions and apply sound judgment in performing job duties.


MINIMUM QUALIFICATIONS: (Qualifications which applicants must possess to be considered for position.)

  1. Two years of experience working in social services or low-income housing setting (a BA in Human or Social Services plus one year of work experience may substitute for the work requirement).
  2. One year supervisory experience.
  3. Understanding of problems homeless women often face, including substance use disorders, mental illness, domestic violence, and chronic homelessness.
  4. Demonstrable understanding of Harm Reduction and its practical application in a Housing First program.
  5. Demonstrable skills in addressing mental health, domestic abuse, and substance use disorders, crisis intervention and other issues related to homelessness.
  6. Ability to communicate effectively, both orally and in writing.
  7. Demonstrable problem-solving/issue assessment skills, intervention planning/ implementation skills, and/or crisis intervention or conflict mediation skills.
  8. Ability to contribute to a positive work environment that fosters respect, teamwork and excellence. Commitment to developing and safekeeping a workplace that values and supports a culturally diverse work.
  9. Excellent oral and written communication and team building skills.
  10. Basic computer skills with ability to maintain up to date and meticulous records, including case notes and housing service plans.
  11. Ability to work independently and as part of a team.
  12. Ability to work within the mission, goals and objectives of Catholic Community Services and Catholic Housing Services.
  13. Able to obtain Food Handler’s permit within 30 days of hire.


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