Housing Manager

Job Description

Job Description

Are you a purpose driven and looking to make a difference in Memphis? Friends For All is looking to add to our team!

Why Friends For All:

For more than three decades, Friends For All (formerly Friends For Life) has been preventing the spread of HIV and helping those affected by HIV/AIDS live well. Our holistic, client-centered approach provides a variety of services coordinated through one centralized model. We strive to address the roots of need—including stigma and inequality—to improve health and wellness for everyone we serve. Our goal is to eliminate new transmissions of HIV in Memphis and the Mid-South and empower those living with HIV to become their healthiest, happiest selves.

What is in it for you:

• A commitment to work-life balance with: (up to 38 Days Off)
  1. 12 accrued vacation days per year
  2. 12 accrued sick days per year
  3. 14 paid holidays, including Your Birthday!
  4. Sick Bank allows employees to donate sick time to other employees with a serious health condition who have no remaining sick or vacation
  5. Flex Schedule may be available based on position after introductory period
• Employer-sponsored health, dental, and vision insurance with two PPO medical and Dental plans. Costs for employee per pay period (bi-weekly)
  1. BCBS PPO Plans
     • PPO Gold premium = $28.88
     • PPO Platinum premium = $56.15
  2. Dental Plans
     • PPO Low = $1.14
     • PPO High = $5.81
  3. Vision premium = $1.41
• 401k program with up to 3% employer match starting immediately
• Employer-paid basic life insurance valued at $50,000
• Employer-paid Short-term disability
• Voluntary Life and AD&D, Long-term disability
• Flexible Spending Accounts for healthcare and dependent care
• Student Loan Forgiveness Programs
• Employee Assistance Program with in person counseling options

To Learn More about Working at FFA: Go to https://www.friendsforall.org/careers

Compensation:

Friends For All believes in compensating our employees fairly and we look at both internal and external salary analysis. The range listed is an estimate as it looks at the total compensation package as well as factors such as skill sets, training, education and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range as this gives the employee a chance to grow into the role.

Housing Manager

JOB TITLE:

Housing Manager

EXEMPT (Salaried) or NON EXEMPT(Hourly):

Exempt

DEPARTMENT:

Client Services

STATUS:

Full-Time

REPORTS TO:

Director of Housing & Data Administration

REGULAR HOURS:

39

JD REVISION DATE:

05/09/2025

SUMMARY:

The Housing Manager oversees all housing-related operations at Friends For All Corporation, including landlord contracts, leases, and rent payments for TBRA, Master Leasing, and TBRA HOME programs. They directly supervise Housing Specialists to ensure effective service delivery. The role also includes managing the STRMU (Short-Term Rent, Mortgage, and Utility assistance) program. Key responsibilities involve evaluating applicant eligibility, approving or denying cases, and ensuring compliance with program requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee day-to-day operations of the TBRA, Master Leasing, TBRA HOME, and the STRMU Housing programs.
• Ensure execution and compliance of all housing contracts between tenants and landlords.
• Monitor expenditures and manage Housing program budgets in coordination with the Director of Housing.
• Calculate and verify rent and subsidy amounts in accordance with grant standards.
• Maintain a personal caseload of no more than 20% of total Housing clients and up to 25% of Short-Term Housing clients.
• Monitor tenant rent payments and maintain documentation of landlord property ownership.
• Review housing program contracts periodically for compliance.
• Determine program and financial eligibility for housing programs.
• Issue vouchers and Rental Unit Approvals (RUAs) per HOPWA guidelines.
• Facilitate re-certifications and manage recertifications for assigned tenants.
• Respond to client inquiries, complaints, and provide program updates.
• Ensure staff are equipped and delegated to provide accurate, timely information to walk-in clients regarding Property Management, and the STRMU programs.
• Refer clients to appropriate internal and external supportive services.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Regular and predictable attendance is required
• Return all calls, emails and text in a timely manner.
• Participate in weekly or biweekly coaching sessions with supervisor
• Complete Performance Reviews and SMART GOALS
• Participate in All Staff Meetings and In-Service Days

• May need to travel in personal vehicle to meet staff, clients, or community partners at FFA locations or at other locations to meet the needs of the position

• Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

SUPERVISORY RESPONSIBILITIES:

• Directly supervise Housing Specialists, Property Management staff, and Lead roles to ensure all program requirements are met.
• Select, train, and manage support team as applicable.
• Work with HR on recruiting, onboarding, performance management, development, employee relations, and off-boarding.
• Participate in required Manager Training and weekly coaching sessions with supervisor.
• Maintain professional relationships and uphold confidentiality.
• Train and manage staff on Housing Process flows, including client/landlord orientation, referral processes, and application reviews.
• Conduct ongoing staff trainings to ensure adherence to current grant cycle requirements, SOPs, and customer service standards.
• Implement weekly coaching sessions and professional development plans; provide signed written staffing sheets weekly.
• Assign and track Property Management and STRMU referrals and applications.
• Review and sign approval/denial letters and staff all cases within 2 days of application receipt.
• Maintain and regularly update Standard Operating Procedures (SOPs) for Supportive Housing programs.
• Maintain tracking systems for units, inspections, recertifications, subsidies, and maintenance.
• Ensure program budget and grant scope of services are monitored, executed, and compliant with expenditure and program goals.
• Submit and track inspection requests; ensure timely communication with inspectors and landlords and coordinate repairs as needed.
• Oversee and perform (or delegate) HQS inspections, including in Arkansas and Mississippi service areas, in accordance with protocol.
• Complete routine quality audits to ensure timely and accurate data entry across all databases.
• Coordinate with internal and external audit teams to ensure compliance and support smooth audit processes.
• Analyze and resolve challenges affecting client care and staff productivity; develop and implement improvement strategies.
• Ensure all staff adhere to company policy, safety protocols, infection control practices, and ethical standards.
• Ensure adherence to customer service policies and procedures to ensure a consistent and high-quality experience for patients, clients, and stakeholders.
• Submit monthly and quarterly reports by the 5th day of each respective period.
• Submit annual reports by the 15th day of the month following the end of the program year.

CUSTOMER SERVICE RESPONSIBILITIES:

• Provide direct courteous, professional and timely assistance to staff, clients and community partners via phone, email, chat or in person.
• Exhibit excellent verbal and written communication skills tailored to diverse customer needs.
• Demonstrate empathy and patience when interacting with customers to foster trust and loyalty.
• Use critical thinking and creativity to find effective solutions to data management issues.
• Collaborate closely with other departments to address client data requirements and reporting needs effectively.
• Assist in training new team members and sharing best practices for your assigned programs and other assigned data systems.
• Meet or exceed the Friends Way approach to customer service for both internal and external encounters.
• Proactively identify areas for improvement in process and workflows and suggest solutions when necessary.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor level degree in a health or human services related discipline preferred, not required.
• Two years of full-time professional case management in a public service agency.
• Experience working with persons with HIV/AIDS preferred.
• Good strategic/critical thinker, self-starter, goal-oriented.
• Excellent verbal and written communications.
• Ability to operate with purpose, urgency and accuracy in a fast-paced, deadline-driven environment -- with particular attention to detail and organization.
• Ability to work with a diverse client population.
• Strong relationship-builder both with team and clients (internal and external) .
• Ability to follow verbal and written instructions.
• Computer skills: ability to efficiently navigate the Internet and input data into applicable systems; familiarity with MS Office 365, especially Outlook and SharePoint, Adobe, TEAMs, and Zoom.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Maintain confidential information and adhere to all Friends For All policies and procedures regarding sharing of financial information and Protected Health Information (PHI).

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must have a valid State Driver’s License, provide proof of automobile insurance coverage to employer at all times and have an automobile to be used daily.

WORK ENVIRONMENT:

We are a mission driven organization made up of people committed to cultivating growth and learning. We believe in providing care for all our clients while providing a welcoming, balanced environment for all our employees. By joining our team, you are joining a group of community-focused professionals who connect people with care.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Must be sensitive to the culturally and racially diverse nature of clients, patients, employees, and visitors.
• Must be able to interact with everyone in a friendly, helpful manner.
• Embodies FFA Values:
  • Equity and Acceptance
  • Trailblazing, Creative and Fearless
  • Joy and Fun
  • Collaboration and Teamwork
  • Service
  • Awareness

ADA SPECIFICATIONS:

Physical and cognitive demands that must be met in order to successfully complete the essential

functions of the job. Reasonable accommodations may be made to enable individuals’ disabilities to perform the essential functions unless the accommodation would impose an undue hardship on the organization.

• Requires ability to speak audibly and listen actively.
• Requires ability to use computers, telephones and other office equipment.
• Requires ability to sit for extended periods.
• May require occasional bending and lifting up to 25 pounds.
• May require periodic local travel.

OSHA CATEGORY:

This position performs tasks that may involve exposure to blood, body fluids, or tissues. Training will be provided per Standard Operating Procedure for your area of operation. All FFA employees are offered the opportunity to receive the Hepatitis B vaccination series.

COMMENTS:

This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.

Friends For All is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.