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.