Resident Services Manager

Overview

The Kelsey is hiring a Resident Services Manager to lead our Inclusion Concierge program across Bay Area housing communities and steward the broader vision of our disability-forward, resident-centered services. This role blends hands-on leadership—coaching and supporting the on-site Inclusion Concierge team—with strategic responsibility for high-quality implementation, deepening cross-sector partnerships, and ensuring excellence in all aspects of resident service delivery.

About The Kelsey

Based in San Francisco, operating nationally, we are a team of people with and without disabilities, creating a disability-forward housing future. The Kelsey advances disability-forward housing solutions that open doors to homes and opportunities for everyone. We both co-develop affordable, accessible, inclusive housing and lead advocacy and field-building efforts to create market conditions so inclusive housing becomes the norm.

In just six years, we have built over 240 homes, unlocked almost $190M in funding, and impacted over 6,000 community advocates. Residents with and without disabilities now live in communities that were in concept five years ago. Our Technical Assistance has supported projects across 16 states, and our open-source resources have been used in almost every state.

All new and existing team members are expected to embody our values in their everyday work:

• Disability-Forward: We bring our lived experiences as disabled people and allies to everything we do. We seek to create spaces where disability is a valued part of human identity and communities. We center access, practice interdependence, and value diversity.
• Intentional: We are thoughtful, curious, and deliberate. We deeply understand the systems impacting our work and willingly learn new strategies needed to advance our mission.
• Joyful: We value joy even as we undertake serious work and challenges. We create space for ourselves and our partners to experience community, fun, purpose, and happiness.
• Radically Inclusive: We are welcoming, care-centered, and accepting. We practice hospitality and foster belonging for all people in our community and networks, across their many identities and ideas.
• Groundbreaking: We pave new ways to understand and approach the work we do, unconstrained by the status quo and stigma. We transparently and willingly share our knowledge with others to make more impact possible and open new opportunities.

About the Role

The Manager of Resident Services provides direct oversight to Inclusion Concierge staff, supporting high-quality, disability-forward programming at The Kelsey’s local communities. They serve as the operational lead for resident-facing services, ensuring seamless coordination between resident needs, property operations, and service delivery. This position plays a pivotal role in ensuring our mission of building communities where all people — with and without disabilities — feel welcomed, supported, and empowered.

The role can have a primary location of either The Kelsey Civic Center in San Francisco or The Kelsey Ayer Station in San Jose, with at least 2 days on site at each project weekly.

For this role, you will:

Inclusion Concierge Supervision & Staff Development

• Supervise Inclusion Concierge staff, including coaching, scheduling, and performance management.
• Provide real-time support and backup coverage for resident services needs.
• Conduct weekly check-ins, monitor ongoing caseloads, and ensure practices in line with program standards, the CARE framework, and The Kelsey values
• Facilitate hiring, onboarding, and training for new Inclusion Concierge staff.
• Identify and coordinate continuing education opportunities aligned with team goals.
• Promote a strong team culture of learning, inclusion, and joy.

Site Operations & Coordination

• Lead weekly service team meetings in collaboration with Property Management.
• Maintain service delivery documentation systems and ensure service response protocols are followed.
• Facilitate partnership with Property Management around resident protocols, site-coordination, and building a team-based approach for communities between property management and resident services.
• Monitor implementation of community standards and coordinate responses to resident incidents.
• Manage billing for resident services programming.

Program Oversight

• Oversee execution of resident services programs including Inclusion Hours, Welcome Meetings, Circles of Support, service coordination, and resident support plans.
• Use resident feedback to tailor program offerings.
• Partner with organization leadership around program development, evaluation, and design.
• Assist with planning and service delivery for high-needs residents including behavior plan development, crisis response plans, and implementing additional resident supports when needed.

Within the first 3 months as Manager of Resident Services, you will onboard to The Kelsey’s values and service model, build relationships with the Inclusion Concierge team, and establish supervision routines. You will lead the planning and execution of key resident programs and participate in weekly site coordination meetings with property partners. You will provide direct and hands-on management to five full-time Inclusion Concierge staff and work closely with existing Property Management staff.

Within the first 6 months, you will implement staff development plans, launch a quarterly case review process, and support refinement of resident service systems. You will provide additional capacity for the team through: problem-solving day-to-day issues that come with new properties, directly delivering case management services to residents that may need extra support, and setting the culture of the building through your day-to-day actions and presence.

Within the first year, you will deepen team leadership by sustaining high-quality supervision, expanding training opportunities, and supporting staff retention and growth. You will contribute to program evaluation, document lessons learned, and support scaling the Inclusion Concierge model to additional communities or partners.

About You

We’re looking for someone with the passion and drive to make an impact, be innovative, and collaborative in creating a disability-forward future.

The key traits that are most important in this role are:

• Has experience in managing people and systems within housing and/or human services
• Has experience providing support to individuals who have or are experiencing disability, domestic violence, mental illness, or homelessness
• Willingness to advocate for the needs of the organization and future residents
• Vision for creating environments that foster hospitality and community with thoughtful local context to the city and region
• A natural connector between people and service systems
• Doer who finds and implements solutions to problems and challenges immediate improvements and awareness of systemic challenges to address long-term
• Deep commitment to access-centered service delivery and inclusive communities

We need people with and without disabilities from diverse backgrounds, lived experiences, and skill sets to live out our mission at The Kelsey. We strongly encourage people who have felt the impacts of the nation’s housing crisis to apply. This includes but is not limited to people most impacted by racism, ableism, homophobia, transphobia, xenophobia, classism, and other forms of oppression.

Please note that you must be authorized to work in the United States.

What We Offer

The salary range for this position is $80,000 to $110,000. We offer benefits such as robust health coverage, three weeks of vacation and family leave, and retirement matching contributions.

The role can have a primary location of either The Kelsey Civic Center in San Francisco or The Kelsey Ayer Station in San Jose, with at least 2 days on site at each project weekly.