The Rental Manager (RM) supervises the Economic Justice Advocates’ (EJAs) and is responsible for their development including outreach, training and community development and advocacy. This includes providing support through mentoring, observation, and feedback. The RM is also responsible for preparing and maintaining up-to-date information and resources for renters to access Emergency Rental Assistance for tenant’s facing eviction, or at risk of eviction, rental application processes and other support. The RM must be well-versed on rental counseling topics including obtaining and maintaining tenancy, determining affordable rental payment, budget counseling, rental property search resources, rental scams and prevention, lease agreements, landlord tenant communication, tenant’s rights and responsibilities, eviction processes, homelessness prevention programs, landlord/tenant conflicts and legal aid resources. The EM must possess strong interpersonal skills and be relentless in the pursue of solutions for tenants.
The RM must have extensive experience in the housing industry, in addition to all services and functions provided by the EJAs. The RM is considered the Subject Matter Expert for all EJAs and monitors employee performance and response to directives and policies. The RM supervises the day-to-day duties of the EJAs and ensures the application of the NACA standard of consumer services by providing leadership and direction. She/he reports directly to the Home Save Director and works closely with the H.R. Department, Training Department, National Management, and adheres to directions of NACA’s CEO.
- Plan, conduct, coordinate and implement comprehensive ongoing training for the EJAs to stay abreast with changes and availability of resources and tools to counsel and provide assistance for tenants.
- Is a resource for EJAs as they encounter new situations in their day-to-day activities.
- Effectively develop relationships with community leaders and government organizations that have a direct or indirect impact on assistance for tenants.
- Use a variety of approaches to gain access to new resources for EJAs and tenants, by reaching out directly to service providers, and participating in networking events.
- Supportive resource able to answer questions about a variety of housing topics.
- Work with EJAs, managers and trainers to implement the tenancy curriculum to enhance knowledge including accessing of available resources and productivity.
- Work closely with the Training Department to regularly update the tenancy curriculum, training materials, manuals, desktop procedures, computer-based training modules, and student evaluation assessments.
- Monitor and stay current with functional procedural, administrative and system changes to ensure training and policies/procedures are consistent.
- Maintain records of EJAs development including result driven performance reviews, their understanding and application of their job responsibilities, time and attendance, initiative, and resourcefulness to advocate and seek assistance and solutions for tenants.
- Ensure tenants are served with the highest level of customer service by the EJAs.
- Monitor EJAs sessions and audit the tenant’s files to ensure EJAs are adhering to the guidelines.
- Update National Management regarding staff and issues that impacts performance or NACA’s policies.
- Communicate and work effectively with National Management and support services (i.e., HR, IT, Training Department, Compliance, etc.)
- Enhances the EJA’s productivity, counseling skills, resourcefulness, and assertiveness for advocacy.
- Ensures the EJAs understanding of the Policies and Procedures, program knowledge and availability of resources in their designated areas.
- Plans, prepares, and delivers daily coaching maintaining an environment where EJAs are actively engaged in meaningful learning experiences they can put into daily practice.
- Maintains EJA’s performance records using internal platforms and systems, applying effective and efficient record keeping procedures (i.e., number of tenants counseled, submissions for rental assistance and solutions successfully obtained by tenants, etc.).
- Contacts local leaders to identify challenges and resolutions to current rental crisis.
- Demonstrates interpersonal skills with the ability to develop cohesive working relationships with team members, management, and community leaders.
- Conducts needs analysis of NACA-Lynx generated reports to suggest NACA-Lynx enhancements to management, and to identify employee knowledge and performance gaps.
- Determines appropriate solutions to achieve goals and improve employee performance.
- Establishes realistic deadlines and personal work plans.
- Stays current on technology-based solutions to maximize operational efficiencies.
- Finds new ways to be more effective by learning new techniques to improve the delivery of rental counseling services and finding viable solutions for tenants.
- Attends regular training meetings, respond to emails and phone calls to ensure all inquiries are addressed in a timely manner.
- Provides support to the EJAs to improve performance through mentoring, observation, and feedback.
The ideal RM would have a minimum of three to five years of management experience or any combination of education and experience that would provide an equivalent background and demonstrated ability to successfully manage a team, deliver counseling services, and achieve solutions for the tenants. The RM should have the following skills and experience.
- Proven experience in counseling and advocacy work.
- Excellent written and verbal communications skills.
- Has a dynamic and engaging presence.
- Critical thinking and decision-making ability, initiative, resourcefulness, and self-motivation.
- Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, and influencing skills.
- Compelling presentations to a variety of audiences using remote technology and on-site resources.
- Ability to understand and present complex information to technical and non-technical audiences.
- Strong critical thinking skills, problem solving, decision making, and influencing ability.
- Knowledge of web meeting and e-learning tools/methodologies.
- Confident in a variety of settings.
- Ability to adapt to changing assignments and multiple priorities.
- Ability to creatively use resources and adjust to changes quickly and professionally.
- Ability to work independently with minimal supervision, but also in a team environment.
Must be able to meet the demands of the job that consists of 55+ hours a week:
- Typical day:
- Day Shift: 8:30 a.m. to 6:30 p.m.
- Work weekends during training sessions, national events, and other activities
- Other time as needed
Given the supervisory and other responsibilities, this is an exempt position. The base pay is between $55,000 and $70,000 depending on the experience, skills of the candidate, and other factors. The RM’s performance evaluation and future compensation is based on meeting the above requirements, providing the competencies stated below, and the effectiveness of the RM.
- B.A. or B.S. – Preferred
- High School Graduate or Equivalency – Required
- Completion of NACA’s Tenancy Counseling.
- Real estate courses – Highly Preferred
B. MINIMUM EXPERIENCE:
- Three years or more of management and supervisory experience.
- Three to five years of counseling experience
- One year or more working as a NACA Counselor.
- Strong computer skills.
- Mortgage brokerage, origination, processing and/or counseling – Highly Preferred.
- Real Estate brokerage experience and/or knowledge – Preferred.
- HUD Certified – required
- Licensed Mortgage Loan Originator – Preferred
D. LANGUAGE ABILITY:
Ability to speak and write in Spanish and other languages a plus.