Heavy workload with little to no staffing support. Resident Services staff are expected to create and manage programming, complete reporting, and respond to ongoing resident needs without adequate time, resources, or assistance.
On-site teams lack collaboration and often operate in silos, creating an “everyone for themselves” environment rather than a supportive team culture. Supervisors tend to scrutinize performance but do not provide adequate training, guidance, or meaningful support. Expectations are often unrealistic given the actual capacity and resources available. Management will also arbitrarily add duties or additional programming requirements without consideration of existing workload or whether expectations are even feasible.
There is a clear emphasis on hitting metrics over genuine resident impact, which can feel misaligned with the mission. Employee contributions, even when exceptional, are often overlooked and undervalued, leading to low morale and burnout.
Management also requires frequent travel for trainings that could easily be conducted remotely or supported at the site level. These trainings often take up an entire workday, pulling staff away from their responsibilities and adding additional stress to an already overstretched workload.