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Resident Support Worker - Manager

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Resident Support Worker - Manager
Tender Mercies
Resident Support Worker - Manager
Job Summary

Tender Mercies offers permanent, supportive housing to the homeless population. The RSW Manager supervises Tender Mercies' Resident Support Workers, who monitor the residents.

Job Description

Resident Support Worker (RSW) Manager Job Description


  • Bachelor’s degree in social work or 5+ years’ experience working with adults with histories of homelessness and mental illness.
  • 2+ years’ successful supervisory experience.
  • Excellent attention to detail.
  • Valid driver’s license and a safe driving record acceptable to Tender Mercies’ insurance carrier.
  • Demonstrated high emotional intelligence and superior customer service, including patience, compassion, professionalism, and approachability.
  • Experience coaching best practices of Harm Reduction, Trauma-Informed Care, Housing First, Motivational Interviewing, and De-escalation techniques.
  • Ability to flex schedule as agency needs arise.


  • Hire, onboard, manage, & actively monitor Resident Support Worker (RSW)Team and RSW Supervisors.
  • Create RSW schedule and assure front desk coverage 24/7/365.
  • Coordinate ongoing RSW-focused training seminars on best practices, self-regulation and self-care, customer service, and responding to crisis and resident issues.
  • Complete triennial performance reviews for supervisees.
  • Monitor RSW VESTA entries for accuracy and appropriateness and provide timely constructive feedback.
  • Proactively seek Service Coordinators feedback regarding RSW performance.
  • Model and coach:
    1. Tender Mercies mission, values and principles, and policy & procedures while upholding the principles and standards set forth in the National Association of Social Workers Code of Ethics.
    2. The best practices Tender Mercies is obligated to follow, including Harm Reduction, Housing First, Trauma-Informed Care, Motivational Interviewing, and De-escalation techniques. 
    3. Teamwork, a positive work environment, appropriate behavior management, accountability, problem solving, and coping techniques.
    4. Self-regulation to help diffuse escalated residents.
    5. Self-care measures to help prevent RSW burnout.
    6. Tender Mercies’ Customer Service Standards.
    7. A strengths’-based approach, focusing on residents’ capabilities to empower residents to achieve their highest level of well-being.

Reports to: Lead Service Coordinator

  • Supervises: 1st Shift RSW Supervisors, 2nd Shift RSW Supervisors, 3rd Shift RSW Supervisors and weekend RSW Supervisor.

Employment Type: Full Time, alternating schedule subject to change as agency needs arise.

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