One of the hallmarks of quality supportive housing is the close coordination among all of the project partners. They have a shared commitment to the success of each tenant and to the project. 

Property Management:  In a supportive housing model in which new units or an entire building are being developed as part of the project, the property manager is an ongoing part of the project team and shares the overall project mission. 

Housing Management: In a supportive housing model in which the sponsor organization or tenants directly lease existing units of housing, the property manager may not be part of the project team. He or she may not even know that supportive housing tenants live in the building. In this case, it is important to have a housing manager who can serve as a liaison between the supportive housing project and the property owner. Housing managers make rental payments for units that the organization may lease directly from a landlord, and in some cases, receive tenant rent payments. These staff builds and maintains relationships with landlords and work closely with service providers to mediate any issues that may arise. They ensure that the service provider, who is working therapeutically with tenants, is never in the position of asking for their rental payment. 

Regardless of the housing model, property/housing management staff and supportive services providers perform distinct roles, but understand one another’s functions and communicate frequently.

  • Property/housing management and supportive services have separate and distinct roles. Files and office space are not shared.
  • There is a comprehensive, written eviction prevention policy that details how all supportive housing partners work together to promote housing stability. If eviction occurs, there is evidence of communication between service provider and property manager/landlord, including evidence of prevention efforts.
  • If a tenant is behind on rent, staff works with tenants to create a rent repayment plan and ensures they have the necessary support to fulfill its terms. Click here for a Sample Rent Repayment Pledge.
  • All property/housing management and services staff have received training in order to understand one another’s roles.
  • Supportive services and property/housing management staff hold regularly scheduled forums to discuss their roles, the coordination of their efforts, any current issues, and to address gaps in services and operations.
  • Property/housing management staff promptly notifies services staff of any unmet tenant service needs. Supportive services staff promptly notifies property management staff when they observe safety or maintenance concerns.
  • When notified of any issues, property/housing management and services staff respond promptly.

Next: Quickly Housing Tenants Using the Housing First Model

Go to the Quality Toolkit Table of Contents.

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