Residential Support Services Manager

At Bethesda House, our goal is to end the cycle of poverty and homelessness - not just manage the symptoms. Our teams work to address each individual on a holistic level so they feel heard, respected, and safe in our care. We offer hands-on help to address chronic homelessness, mental health, substance abuse, disability, and systematic poverty by offering innovative solutions and proactive services to the most vulnerable in Schenectady County. We provide integrated primary care and behavioral health treatment programs and assist with providing access to financial and educational resources where applicable.

The Residential Support Services Manager provides leadership and oversight for daily operations across assigned residential housing programs, including the Lighthouse facility and scattered-site housing units. This role is responsible for ensuring a safe, supportive, and compliant living environment while promoting resident stability, growth, and successful housing outcomes.

This position combines operational leadership, staff supervision, and direct case management. The Manager plays a key role in maintaining high-quality tenant services, regulatory compliance, and data integrity. The Residential Support Services Manager is also a member of the agency’s On-Call Team ensuring staff and site coverage at all times. 

This is an onsite, full-time (40 hr/week), exempt position
Compensation: $60-63k based on individual skills and experience
Schedule: 10am-6pm   or 11am–7pm

Key Responsibilities include, but are not limited to:

Leadership & Staff Supervision

• Recruit, hire, train, schedule, supervise, and evaluate Resident Assistants at the Lighthouse facility.
• Provide coaching, direction, and performance feedback to ensure high-quality service delivery.
• Foster a collaborative, accountable, and mission-driven team environment.

Program & Facility Operations

• Oversee daily residential operations, ensuring organization, cleanliness, safety, and proper upkeep of the main building, duplex, and surrounding property.
• Enforce residential and agency policies and procedures consistently and fairly.
• Serve as primary contact for residents, resolving concerns and promoting a respectful community environment.

Resident Services & Case Management

• Maintain an assigned caseload and conduct weekly meetings with residents to review and advance Service Agreements.
• Provide crisis intervention, counseling, advocacy, and intensive case management services.
• Support residents in developing and executing individualized “moving on” or housing transition plans.
• Promote resident wellbeing while maintaining appropriate boundaries and confidentiality.

Compliance, Data & Reporting

• Ensure compliance with all federal, state, local, and grant requirements.
• Maintain accurate and complete electronic client files.
• Enter and manage data in HMIS and other reporting systems.
• Collaborate with leadership to ensure data quality and support monthly, quarterly, and annual reporting requirements.
• Assist in collecting resident success stories and outcome documentation.

Qualifications
Education & Experience

• Bachelor’s Degree in Human Services or a related field.
• Minimum of four (4) years of experience serving individuals experiencing homelessness or in a related human services setting.
• Supervisory experience strongly preferred.

Skills & Competencies

• Strong written and verbal communication skills.
• Demonstrated leadership and team supervision abilities.
• Knowledge of community-based agencies, programs, and resources.
• Proficiency in data entry, reporting systems, and general computer applications.
• Ability to analyze and work with financial and statistical data.
• Ability to manage conflict effectively and maintain professionalism in challenging situations.
• Strong organizational skills with the ability to meet deadlines and manage competing priorities.
• Ability to collaborate effectively within a nonprofit environment.

Licensing & Requirements

• Valid, clean NYS Driver’s License for at least one year, with no DWI/DWAI within the past three years.
• Must pass the agency road test and meet insurability requirements.
• Must provide reliable transportation.
• Ability to work full-time during normal business hours, with flexibility to work additional hours as needed with required participation in the agency’s on-call rotation.

This description does not contain a comprehensive list of duties, responsibilities or activities that are required of the employee. Additional duties and responsibilities may be assigned as needed and at any time with or without notice. All offers of employment are contingent upon successful completion of a background check including a DMV record search if driving is required for the position.

Bethesda House is an Equal Opportunity Employer. In all employment and hiring decisions, the Agency complies with applicable anti-discrimination laws. This policy applies to all employment practices, including hiring, advertising, recruitment, promotion, demotion/transfer, layoff/termination of employment, rates of pay or other forms of compensation, and selection for training and development.