Director of Resident Services

About Us:

• If you’re looking for an opportunity to transform the lives of poor and homeless men, women, and children in your community, we may have a job for you.
• Since 1972, Metropolitan Ministries has been providing life-changing solutions for those who are homeless and at risk of becoming homeless in Tampa Bay.
• We are a grassroots, donor, and volunteer-fueled community nonprofit. At Metropolitan Ministries, we serve families in Hillsborough, Pinellas, Pasco, Polk and Hernando counties with compassion, practical help, and a willingness to make a huge difference. 

What we offer: 

· Salary: $70,000 - $75,000 

· Group health, vision, and dental coverage at affordable rates, along with family coverage if you choose to purchase it.

· Preventative care is 100% covered (free) on all plans.

· PTO is offered to full-time and part-time employees. 

· 11 days of PTO and 10 paid holidays annually. 

· Option to participate in the 401K plan with employer match. 

· $15,000 in employee Life Insurance paid for by Metropolitan Ministries.

· Employee Assistance Program

· Option to participate in supplemental group insurance plans at affordable rates.

· Tuition reimbursement program

· Training and career development.

· Discounted membership at the YMCA.

Job Functions:            

Responsible for directing the Community Life Advisor (CLA) program and residential operations within Hillsborough County residential shelter programs. Oversees residential safety, occupancy management, staff development, policy implementation, quality assurance, KPI performance, and resident engagement. Leads residential policy development, compliance monitoring, operational collaboration, and continuous improvement efforts in alignment with Metropolitan Ministries' mission, Sanctuary commitments, and organizational standards.

Essential Responsibilities:

1. Lead and oversee residential operations and the Community Life Advisor (CLA) team to ensure a safe, supportive, and well-managed living environment for residents.
2. Supervise, coach, and develop residential staff through hiring, training, performance management, and ongoing professional development.
3. Ensure residential services are delivered in accordance with organizational policies, program requirements, trauma-informed practices, and the Sanctuary Model.
4. Oversee resident safety, occupancy management, room readiness, facility concerns, and incident response in collaboration with internal departments.
5. Monitor the quality and effectiveness of residential services through audits, incident reviews, resident feedback, and performance measures; implement improvements as needed.
6. Collaborate with Case Management, Housing, Intake, Facilities, Security, and other teams to support resident stability, successful program participation, and housing outcomes.
7. Provide guidance and support in crisis situations, resident concerns, behavioral challenges, and other complex residential matters.
8. Track and report on key performance indicators, program outcomes, compliance requirements, and operational trends.
9. Lead the development, implementation, and review of residential policies, procedures, and service standards.
10. Represent Residential Services in organizational initiatives, meetings, audits, and community partnerships.
11. Coordinate and support on-campus holiday events that foster resident engagement and community.
12. Meet personal goals and actively contribute to the achievement of team and organizational targets/goals as stated on the KPI and in the annual plan. Attend required staff meetings and on-going trainings. Complete other duties as assigned.

Education and Experience: 

Must have bachelor’s degree in social services, or related field and at least 3-5 years leadership and/or supervisory experience.  Experience supervising multiple levels of staff and managing 24-hour operations.  Experience with recovery, trauma, housing, homelessness preferred.  Bilingual or multilingual skills are encouraged.

Skills Requirements:

Requires a compassionate and emotionally mature leader with a heart for serving individuals and families experiencing homelessness; requires strong leadership, sound judgment, and the ability to build, develop, and support high-performing teams while fostering a safe, supportive, and resident-centered environment; demonstrates knowledge of residential services, trauma-informed care, crisis intervention, and Housing First principles, along with the ability to manage multiple priorities, solve complex problems, and lead through change. Strong communication, collaboration, and relationship-building skills are essential, as is the ability to develop and implement policies, ensure compliance, analyze performance data, and drive continuous improvement. Must be computer literate and proficient in Microsoft Office 365 applications, HMIS, and other data management and reporting systems; Demonstrate a commitment to the mission, values, and customer service philosophy of Metropolitan Ministries and serve as a positive role model for staff, residents, volunteers, and community partners.

Physical Requirements:

Must have hearing and speaking ability for effective oral communication; must have visual acuity to make observations of facilities; must have physical ability to handle both indoor and outdoor temperatures; physical, emotional, and spiritual stamina to handle job-related issues and stress.  Must have ability to climb stairs and make walkthroughs of entire residential area. Must have the ability to bend, lift (up to 50lbs), stock shelves, receive supplies, process supplies and donations.   

Other:

Must demonstrate legal authorization to work in the United States. Must pass applicable pre-employment background screening procedures. Must be able to communicate effectively in English.  Ability to complete other various tasks as assigned by supervisor on an as needed basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving individuals throughout our local communities. People of color, women, LGBTQIA+, Veterans and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. 

Metropolitan Ministries is committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 813-209-1083 or via email at [email protected]

https://info.flclearinghouse.com/