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Vice President of Resident Services

Orange, CA, USA | Non Profit Organization

  • Industry:
    Non-Profit / Social Enterprise
  • Position Type:
  • Functions:
    General Management
    Project Management
  • Experience:
    10-12 years
Job Description:
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Reporting directly to the CEO & President, the Vice President of Resident Services is responsible for determining the quality and level of services provided to the 20,000 plus residents served by Project Access. Participates as a member of the senior management team to formulate and implement policies and plans to meet Process Access’ short and long term objectives. Responsibilities include:

·Conducting assessments and tailoring programs to the needs of the residents

·Providing quality-focused programs to families and seniors

·Hiring, supervising, training and developing staff

·Measuring quality through qualitative, quantitative and process outcomes

·Helping protect owner assets and financial viability by reducing turnover and by building strong, more inclusive communities

·Maintaining and growing long-term, quality partnerships

 Travel Requirements: Includes travel within California and out of state locations to tour resource centers, meet staff, attend planning meetings, speaking engagements, and support organizational expansion including hiring, training, and resource center launchings.



·Participate with the senior management team in updating the Strategic Plan and generating the annual Operating Plan and Metrics

·Oversee the development and implementation of the Programs and business Operating Plan objectives including meeting tactical and strategic goals in a timely manner and report status on the achievements

·Design and measure programs that ensure that Project Access residents exhibit healthier behaviors, improved academic performance and stronger sense of community

·Lead, inspire and develop a high-performance Program Department team with emphasis on quality results, customer service, goal development, coaching, and performance assessment


·Work with the Program Director, Regional Managers, and field staff to set the strategic direction of program delivery and develop effective programs and procedures

·Ensure all programs and services meet the Project Access quality and performance standards utilizing the resident service plans, dashboards, and key metrics

·Determine the appropriate staffing structure to deliver the most efficient and effective service level

·Work with staff to establish and achieve annual metrics for the number served, the number of service provider agreements created, and the number of interns, volunteers, and partnerships with colleges and universities established

·Oversee and regularly report the progress on reaching annual goals for numbers served

·Instill a sense of accountability among team members with oversight of individual and organization performance standards

·Ensure the organization provides effective staff training for safety and professional growth

·Oversee the development of annual budgets and operating plans to support the program and ensure that the programs operate successfully within the approved budget

·Participate in the Risk Management Committee, oversee Incident Reports, and work with the CEO and CFO to review and take appropriate action

·Work with the Chief Business Development Officer and Development Department staff to prepare quarterly and annual reports for owners

·Work with Development team to secure dollars for the organization in the form of grants or contributions from the community, at a level agreed upon with the CEO & President

Program Evaluation  

·Oversee program evaluation to meet annual outcome goals, monitor progress towards these goals, and evaluate the overall impact of Project Access in the communities served

·Manage and track unduplicated program participation to understand our reach and identify areas for program improvement

·Oversee the three primary methods for evaluating the effectiveness of our services - qualitative, quantitative and process outcomes

·Measure the impact of services using a variety of tools including pre- and post-tests, observational tools, self-report, and community surveys

·Support marketing and grant writing efforts to ensure appropriate outcome data is integrated into the marketing content and into the grant applications and reports

·Ensure high quality impact reports are produced (annually); work with the Marketing to produce infographics data that illustrates the impact of Project Access services

·Ensure metrics are aligned with the Social Impact Initiatives

·Ensure data is gathered, managed, and in line with best practices

·Ensure continuous research is conducted in order to stay current and keep the team up to date with best practices and current industry trends

 QUALIFICATIONS (Education, Experience, Skills, Credentials):

·Master’s Degree in Social Work or closely related field required

·10+ years of supervisory experience in social services; affordable housing/resident services experience preferred

·Depth of experience overseeing diverse programming in multiple locations and states

·Strong experience in program budgeting and fiscal management

·Experience in coaching and developing high-performance teams

·Track record of inspiring respect and maintaining an inclusive, collaborative leadership style

·Excellent verbal, written, and interpersonal communication skills

·Intermediate skill level with MS Office (Excel, Word, Publisher) and Outlook

·Valid CA Driver’s License, clean driving record, and current automobile insurance

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