Vice President, Resident Services

Vice President, Resident Services


Mercy Housing is a national organization that works to create a more humane world where poverty is alleviated, communities are healthy, and all people can develop their full potential. Mercy believes that affordable housing and supportive programs improve the economic status of residents, transform neighborhoods, and stabilize lives. Mercy provides affordable, program-enriched housing to a variety of people across the country, including low-income families, seniors, and people with specialized needs.


Within the Northwest region, Mercy Housing owns and operates 52 properties throughout Washington, Oregon, and Idaho, providing over 5,000 families and seniors an affordable place to call home. Mercy believes a person’s lack of financial resources should not determine their ability to access high quality and safe affordable housing. Beyond housing, Mercy provides onsite resident services that focus on five key program areas – housing stability, health and wellness, community engagement, education, and financial well-being. Providing these critical programs right where residents live ensures that home is a platform for kids to thrive in school, for families to improve their financial stability, and for residents to have greater knowledge and access to improve their health and wellness. When combined with the stability, security, and pride of having a place to call home, these services help Mercy Housing Northwest residents work toward self-sufficiency and break the cycle of poverty.


We live by the values of respect, justice, and mercy and commit ourselves to advancing racial equity, diversity, and inclusion (REDI). 

REDI is the core of who we are. Our commitment to these values is unwavering – across all of our work. They are central to Mercy Housing’s mission and impact. We know that having varied perspectives helps generate better ideas to solve the complex housing challenges of a changing — and increasingly diverse — country. 


We continually take action to infuse racial equity throughout our internal culture, systems, and practices. Deliberate steps strengthen our ability to recruit and retain exemplary diverse staff and leadership. Mercy Housing regularly reviews policies, practices, and procedures to support our values and enable employees to do their best work so that residents feel a sense of belonging in the communities where they live.


REDI progress changes conversations and paves the way for deeper, more lasting, and inclusive change. Moving forward, we continue to view our progress through a racial equity lens that drives efforts to ensure that Mercy Housing’s culture reflects the racially just communities we want to see. 


 The Vice President of Residential services oversees programs, staff, contracts, and services at each property in the region.  The person in this role works in collaboration with other Mercy Housing divisions to ensure that Resident Services goals are integrated into organization-wide initiatives. Additionally, as a senior leader of the organization, the VP of Resident Services also  assists the Philanthropy Department in acquiring grants, donations, and government contracts. The VP of Resident Services also participates in setting the strategic and budgeting objectives of the Northwest region.  


This role reports to the CEO of the Northwest Region, is part of a 4-member senior leadership team, and directly supervises 3 management level employees within the Resident Services team.


  • Oversee implementation of core program/service components as outlined in the Mercy Housing resident program models.
  • Develop new programs that are congruent with existing models, are evidence-based, results oriented, and are geared for national implementation.
  • Use program data reported through services databases as a tool for program supervision and improvement in the delivery of programs/services and the evaluation of outcomes.
  • Responsible for budget preparation and monitoring for all Resident Services activities in the region. Ensure that expenditures are in line with committed resources.
  • Contribute to creating a culture of effective working relationships between Real Estate Development, Resident Services, Asset Management, and Property Management staff.
  • Lead and support efforts to develop and maintain networks and partnerships with relevant service providers, community and religious organizations, business, and educational institutions.
  • Represent Mercy Housing at industry meetings, conferences, and public meetings throughout the region.
  • In collaboration with other regional and national Resident Services staff, manage the development and implementation of Resident Services policies and procedures.
  • Ensure the timeliness of the preparation and submission of all required and requested reports, information, data, and presentations to Philanthropy staff for grant proposals, reports, and in support of general fundraising efforts and Mercy Housing’s regional Board of Directors. Track and meet grant compliance requirements.
  • Collaborate with Real Estate Development staff working on new projects or acquisitions to determine plans for Resident Services and to provide input on physical plan decisions.
  • Be diligent in recruiting, hiring, and developing employees who demonstrate and are aligned with the core values.
  • Articulates and integrates the mission and the core values of Respect, Justice and Mercy into day-to-day work. Recognize racial equity, diversity, and inclusion as integral components of our culture.


  • Has a track record of leading a team that reflects the core values internally and externally.
  • Proven history of working collaboratively with peers / senior leaders within an organization.
  • Is viewed by others as an effective listener.
  • Can effectively facilitate meetings and community gatherings in an environment with diverse cultures, multiple perspectives, and lines of authority.
  • Experience with motivating individuals, groups, and staff to actively participate and take leadership in efforts to improve the community and increase self-determination.
  • Proven experience seeking out community voice and encouraging the team to value community perspectives.  
  • Ability to understand and relate to concepts behind specific ideas and remember multiple tasks/assignments given to others over a period of days.


Lived experience brings unique knowledge, insights and perspectives that are invaluable for organizational growth and sensitivity.  Mercy Housing honors the value that lived experience can offer in a workplace.  Candidates with some or all of the following experience are encouraged to apply:


  • Seven (7) years of experience working within supportive housing or affordable housing environments, or
  • Seven (7) years of experience working on initiatives focused on human development, issues influencing poverty, homelessness, child development, or aging.
  • Experience creating and managing budgets, managing P/L’s and overseeing performance-based government contract applications and management.
  • Seven (7) years of experience leading and managing teams.
  • A bachelor’s degree in public administration, social work, social sciences, or related field.
  • Master’s degree in public administration, social work, social sciences, or related field.
  • Social Work licensure eligible.


Mercy Housing believes that business and mission are not competing values.  Employees are expected to articulate and incorporate the mission and core values of Respect, Justice, and Mercy into their day-to-day work, as well as demonstrate commitment to issues of racial equity, diversity, and inclusion. We believe that the collective is more effective when diverse groups of people, including residents, feel valued, respected, and included.



This is an exempt, full-time, salaried hybrid position. The annual salary range is $130,000 – $150,000 depending on qualifications and experience.


Mercy Housing offers competitive benefits that include health, vision, and dental care coverage, life insurance, and other voluntary benefits. Mercy Housing also offers a spectrum of time away from work options including, Early Close, Thank You Hours, and Bereavement leave. The organization recognizes 12 holidays, as well as the period between Christmas Day and New Year’s Day as paid non-work days. Lastly, PTO is accrued per pay period, and during the first 3 years of employment, employees will earn 15 days of PTO, plus 2 additional floating holidays.  Additional benefits include commuter benefits, public service loan forgiveness, as well as 403(b) matching retirement plans. 


This is a hybrid role and the person hired should expect to spend 3 days working from home, and 2 days working at either Mercy Housing’s office which is located at 6930 Martin Luther King Jr. Way S, Seattle WA 98118. Some time may also be spent working at partner locations, or Mercy Housing community properties.


To apply for this position, please complete the form below:


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Mercy Housing is an equal opportunity employer and seeks to employ and assign the best qualified personnel in a manner that does not discriminate based on race, color, religion, gender, marital status, age, national origin, physical or mental disability, sexual orientation, veteran/reserve and National Guard status or any other status or characteristic protected by law.


For more information about this position, please contact Nicole Leckband at


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