Project Manager, Resident Engagement & Ombudsman

Under the general direction of the Director, the Project Manager, Resident Engagement & Ombudsman, supports CHA’s resident and community engagement strategy and manages day-to-day Ombudsman activities for mixed-income/mixed-finance communities.

The Project Manager serves as a key connection between residents, resident leadership, property management, CHA departments, developers, and community partners. The position helps ensure resident concerns are heard, directed to the appropriate area, tracked, and followed through to resolution while identifying recurring or broader issues that may require additional attention.

The Project Manager also serves as the day-to-day lead for CHA’s Community Engagement Strategy -Mixed Income Properties, coordinating engagement, issue tracking, follow-up, and communication among participating residents, property management, internal Property Operations and other CHA departments.

DUTIES AND RESPONSIBILITIES:

COMMUNITY ENGAGEMENT AND OMBUDSMAN

- Serves as designated CHA point of contact for resident concerns involving property management, developers, CHA departments, and other responsible parties in mixed-income communities.
- Tracks resident concerns from identification through resolution using CHA’s identified systems including Yardi or other established mechanisms
- Identifies and analyzes recurring, urgent, or unresolved concerns and recommends next steps.
- Facilitates communication among residents, property management, developers, and CHA departments when additional coordination is needed to resolve issues.
- Coordinates required Ombudsman meetings, resident notices, reporting, and related activities.
- Serves as the day-to-day lead for implementation and coordination of the Community Engagement Teams (CET) strategy under the direction of the Director, including supporting quarterly meetings and taking the lead when piloting new strategies
- Works with Resident Leadership, Property Management, CHA’s Property team , and other CHA departments to identify concerns, establish responsibility, and monitor follow-up.
- Ensures CET complements existing Resident Leadership, Property Management, and Working Groups without duplicating or replacing their roles.
- Tracks recurring property management, unit, common-area, and community concerns raised through CET and identifies matters requiring additional coordination.
- Documents progress, outcomes, and lessons learned from the pilot and supports recommendations regarding future implementation.
- Participates in the onsite inspection team through Quality Assurance and Accountability
- Coordinates with CHA’s Customer Experience Team to address calls and emails.
- Works across CHA departments to strengthen communication, follow-through, and accountability without replacing departmental responsibilities.

RESIDENT ENGAGEMENT

- Builds and maintains relationships with CHA residents, resident leaders, community organizations, and other stakeholders.
- Coordinates and participates in resident and community meetings, site visits, engagement sessions, and special events under the guidance of the Director.
- Engages with the Central Advisory Council (CAC), Local Advisory Councils (LACs), Senior Housing Advisory Council (SHAC), and other resident leadership groups, as assigned.
- Supports surveys, listening sessions, focus groups, and other efforts to gather and respond to resident feedback.
- Supports resident engagement related to redevelopment, capital improvements, community initiatives, and other CHA priorities.
- Helps strengthen partnerships and communication between CHA, residents, and the broader community.
- Completes reports and dashboards as requested tracking issues and resolutions.
- Identifies trends and recurring concerns and provides regular updates to the Director and Executive leadership, as requested.
- Supports special projects, executive initiatives, and urgent resident or community matters.
- Performs other duties and special assignments as needed to support the broader goals of CHA and Resident & Community Engagement.

QUALIFICATIONS

Bachelor’s degree in Public Administration, Social Services, Community Development, Business Administration, Communications, Psychology, or a related field preferred. Minimum of four (4) years of relevant experience in resident/community engagement, housing, public service, property management, community development, or a related area. Experience working with residents, resident leadership, community organizations, or mixed-income communities preferred. Knowledge of public housing, Housing Choice Voucher, and mixed-income/mixed-finance housing programs preferred. Demonstrated experience coordinating projects and working across multiple departments or organizations. Proficiency with Microsoft Office Suite and tracking/reporting systems (e.g. Yardi, CMTS). Valid driver’s license and ability to travel throughout the City of Chicago. Required to work outside of CHA’s normal business hours for events, community meetings, etc.

POSITION COMPETENCIES

- Strong relationship-building, communication, listening, and facilitation skills.
- Strong problem-solving, mediation, and conflict-resolution skills.
- Ability to handle sensitive resident concerns with professionalism, neutrality, and sound judgment.
- Strong organization, follow-through, and ability to manage multiple priorities.
- Ability to identify recurring concerns and communicate issues and progress clearly to leadership.
- Ability to work collaboratively across departments while maintaining clear roles and accountability.
- Strong written and verbal communication skills, including public speaking.
- Flexibility to occasionally work outside CHA’s normal business hours.

BENEFITS AT-A-GLANCE

- Vacation, Sick and Personal, competitive PTO package
- Medical (HMO, PPO, and No employee cost High-Deductible PPO) Dental, Vision, and Life Insurance
- Short-Term and Long-Term Disability Insurance
- Long-Term Care Insurance
- Pet Insurance
- Parking Transit
- Prepaid Legal Services
- Brightstar 529 College Savings Plan
- Identity Theft Protection
- Hospital Indemnity Insurance
- Voluntary Critical Illness Insurance
- Deferred Compensation Plan: Empower 457/401(a) with a 3% employer match
- Pension Plan: CHA makes contributions on behalf of the employee, along with the employee's 3% contribution; 100% vesting occurs after 6 years of continuous employment or opt-out of CHA's Retirement Plan and continues to participate in the Municipal Employees Annuity and Benefit Fund of Chicago
- Hybrid work schedule (position specific) This position may be eligible for remote work following a successful completion of a 90-day probationary period according to CHA’s established policies and procedures.

"Applications will be accepted for 30 days from the date of posting. However, the position may be closed at any point if a sufficient number of qualified applications are received.”

Salary Range: $70,000 – 80,000

Grade: S8

FLSA: Exempt

Union: No