Regional Manager of Resident Services

Posted by
Operation Pathways, Inc.
Washington, DC

Operation Pathways, Inc.

Published 19 days ago

February 1, 2021
January 18, 2021
$65,000 - $75,000salary commensurate with experience

The Operation Pathways regional manager (RM) will oversee the Operation Pathways resident services programs in the Greater DC Region.  Currently the Greater DC Region includes ten properties: Anacostia Gardens, Benning Heights, Columbia Heights Village, Parkchester, Roundtree Residences, Takoma Place, and Woodmont Crossing in D.C.; Hollander Ridge and Bolton North in Baltimore, MD; and Winter Hill in Falls Church, VA. The RM will provide direct supervision of the resident services coordinators in this region.  The RM ensures fidelity in the implementation of Operation Pathways’ programs and services for families and individuals. Additionally, the RM will develop, coach, and support the on-site resident services coordinators in the implementation of resident-centered, culturally sensitive, impactful, and innovative programs/services using the Operation Pathways model.

The RM must have experience managing and/or providing direct services to children, youth, adults and/or senior populations.  Additionally, the RM will be responsible for supervision of the region’s programmatic, partnership development, data management, funding, and outreach activities. The RM is responsible for developing annual goals and ensuring that reports and budgets are completed and accurate. The RM may assist with submissions of funding applications and monitor adherence to contractual agreements. The RM may be asked to lead specific portfolio-wide initiatives and/or region-specific programs. The RM will be responsible for ensuring proper data entry and collection by RSCs and will run reports and monitor data and outcomes on a weekly basis.

The RM directs and supports the RSCs to conduct assessments of properties and local communities, and to coordinate the delivery of programs and services to meet needs and build on strengths within these communities. Including aiding with building stronger relationships with residents, resident associations and the onsite property management teams.

The RM will work in partnership with the property managers and the Operation Pathways senior management team to provide support to the RSCs. The RM will be a member of the Operation Pathways leadership team and will attend all leadership team meetings.

The RM will be trained in Family Centered Coaching and will support the implementation of the coaching mindset in both the delivery of services and through supervision of staff.  As well, the RM will be trained in community engagement and will support and attend community engagement activities and encourage and cultivate resident leadership in communities.

The RM must be willing to travel up to 50% and must reside within the D.C. region as defined above.

Essential Functions

  • Provide supervision, direction, training, and support to RSCs within an assigned region;
  • Build strong relationships with residents and regional property management companies;
  • Coordinate programs and services for residents that support resident goals and improve quality of life in affordable housing communities;
  • Support and encourage staff in building a coaching mindset with residents as they work toward their individual goals and outcomes;
  • Establish and maintain relationships with service providers, schools, civic organizations, funding agencies, business partners and other community-based organizations in the D.C. region; 
  • Manage site(s) program budgets, review RSC monthly reports, and ensure accuracy in reporting;
  • Work as a member of the Operation Pathways leadership team and the assigned RSCs to build annual budgets and determine priority areas for funding;
  • Ensure accuracy and consistency with established data collection and reporting standards and monitor data and outcomes;
  • Analyze effectiveness of programs using collected data and determine site-specific program needs in addition to regular program offerings;
  • Manage substitute coordination of services in absence of on-site RSCs;
  • Supervise contracts for third parties providing programs on site under RSC’s purview;
  • Participate in peer sharing calls, meetings with RSCs, meetings with property managers, and meetings with members of the leadership team;
  • Participate in on-going professional development including, but not limited to, the Operation Pathways annual conference;
  • Conducts annual performance evaluations for RSCs

Performance Factors

  • Attendance and Dependability. The RM can be depended on to report to work at the scheduled time and is expected to complete assignments in a timely, accurate, and thorough manner.   
  • Communication and Contact. The RM communicates effectively both verbally and in writing with RSCs, organizational leaders, property management team, colleagues, and individuals inside and outside the organization. 
  • Relationships with Others. The RM works effectively and relates well with others including RSCs, residents, leadership team, colleagues, property managers, and individuals inside and outside the organization. The RM exhibits a professional manner dealing with others and maintains constructive working relationships.
  • Leadership and Coaching. The RM provides leadership, training, support, and guidance to the RSCs in their assigned region, using the family-centered coaching approach. The RM supervises the RSC and communicates successes, concerns, and/or challenges to the leadership team.
  • Results/Outcome Oriented. The RM is motivated by results and can be counted on to meet and exceed goals successfully. The RM sets clear objectives/measures and monitors the implementation processes and progress made towards objectives. 
  • Technology Savvy. The RM will be familiar with MS Office suites, specifically Word, Excel, PowerPoint, and Publisher.  Additionally, the RM must be familiar with social media platforms, data management software, and video conferencing technology.


  • Minimum Bachelor’s degree
  • At least 5-7 years of experience in human services or non-profit management and at least 1-3 years of experience in a supervisory role

Qualified candidates should submit a cover letter and resume to or apply through Idealist.

The Operation Pathways regional manager (RM) will oversee the Operation Pathways resident services programs in the Greater DC Region.  Currently the Greater DC Region includes ten properties: Anacostia Gardens, Benning Heights, Columbia…

Details at a glance

  • On-site Location
  • Full Time Schedule
  • 4-Year Degree Required
  • Managerial


401(k), Dental insurance, Employee assistance program, Flexible spending account, Health insurance, Paid time off, Parental leave

401(k), Dental insurance, Employee assistance program, Flexible spending account, Health insurance, Paid time off, Parental leave


1090 Vermont Ave NW, Suite 400, Washington, DC

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