Bachelor's Degree in public/business administration, social work, or related field.
3+ years in Public Housing or Housing Choice Voucher programs, with 1+ years in a supervisory role.
Strong understanding of HUD regulations and local housing policies.
Proven ability to manage and evaluate staff performance effectively.
Excellent communication skills for diverse interactions.
Responsibilities
Coordinate and supervise staff to meet departmental goals.
Assist in training and support for new employees.
Conduct compliance reviews and performance evaluations.
Prepare reports and make recommendations for quality control.
Ensure professional customer service for all stakeholders.
Benefits
Health and dental coverage on a pre-tax basis.
Generous vacation, sick, and personal time off.
403(b) retirement plan with company match.
Tuition reimbursement program for career growth.
Flexible schedules and paid new parent leave.
Full Job Description
$77,498 - $87,576
REPORTS TO: Director of Leased Housing
RESPONSIBILITIES MAY INCLUDE:
The statements below are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.
Coordinates, supervises and monitors staff activity to ensure that work and assigned task(s) are performed in accordance with established policies, procedures, performance goals and departmental objectives;
Assists in training new employees and supports subordinates in the interpretation of applicable provisions and regulations;
Performs compliance reviews of subordinates and works one-on-one with staff to correct errors;
Prepares reports on QC monitoring and makes appropriate recommendations to address identified issues; Provide guidance to staff on identified needs;
Performs performance reviews of subordinates;
Prepares and administers performance improvement plans and disciplinary actions;
Ensures program staff provide professional and comprehensive customer service to participants, landlords, and other customers;
Understands and applies HUD regulations, MTW & MRVP policies and Metro Housing's procedures;
Participates in the development of new plans and procedures designed to improve operations and in implementing approved policy;
Explains new or revised policies, procedures, or laws that impact operations of applicable program area to reporting staff;
Coordinates implementation or modification of policies, procedures and processing methods with subordinates; and Recommends changes in operating procedures and methods to program management as necessary;
Enters data into housing software as required;
Provides input on system design and revisions to streamline process and work flows;
Retrieves data (Utilization, EIV, Elite Production, financial, and PIC reports) analyzes data, prepares reports and submits to Senior Leased Housing Staff;
Prepares and submits required reports;
Answers telephone calls and communicates with applicants, participants, landlords/owners and co-workers in a manner that is courteous and professional;
Determines customer needs and provides the information or assistance required to satisfy the customer needs;
Notifies program applicants, participants and owners in a timely manner of the results of program transactions;
Resolves disputes between the HCV staff and program participants;
Attends meetings and trainings;
Escalates program issues as needed; and
Responds timely to requests and inquiries from customers and staff, by phone, in person and by written communications.
This role has a requirement of a minimum of 4 days per week in the office.
SPECIFIC DUTIES
Gateway
Oversee operations of the client focused department Gateway;
Monitor and supply volume reports for phone calls, email, kiosk requests and enhanced appointment data for internal parties or committees;
Conducting quality assurance for phone calls through the Vonage recording website;
Serve as back-up for staff in the lobby throughout the week;
Resolves client escalations for the Gateway and the lobby;
Quarterly review of survey data on Gateway /Agency feedback;
Coordinate monthly shadowing of lobby with manager to review lobby quality assurance; and
Create articles and videos for the Help Center and coordinate across the agency to add to the Help Center.
Owner Services
Oversee rent increase requests, email and associated staff;
Review rent increase disputes with manager;
Conduct quality assurance of rent increase requests and response timeliness; and
Assists manager with complex situations that arise during rent increase disputes.
SNOMASS
Oversee and management SNOMASS team and coordination;
Conducts regular compliance reviews of CMS, ETO entries, Post move surveys as well as completed participant files pursuant to applicable Metro Housing procedures, MTW policies and HUD regulations;
Attend applicable SNOMass/EOHLC meetings and monitor reports submitted to EOHLC; and
Assist SNOMass manager with complex situations that arise during program eligibility to final lease up or exit of participants.
QUALIFICATIONS & CERTIFICATIONS
A Bachelor's Degree in public or business administration, social work, or a related field;
At least three (3) years' experience working in Public Housing, Housing Choice Voucher/Section 8, or other Federal housing programs, including at least five (1) years at a supervisory level;
Ability to understand and implement HUD regulations, and other Federal, state and local laws, rules and regulations related to low income housing, including Metro Housing and DHCD MTW policies and procedures;
Ability to plan, schedule, assign, supervise, train, and evaluate the work of subordinates in a manner which will maintain a high level of productivity and morale;
Excellent communication and interpersonal skills. Ability to communicate with and relate to persons of diverse backgrounds and abilities and to establish and maintain effective working relationships with participants, landlords and other employees;
Ability to complete complex and detailed tasks in a timely manner;
Ability to plan and prioritize duties;
Ability to operate business machines and use housing software;
Ability to work independently, performing relatively complex work in an accurate and timely manner without close supervision;
Ability to exercise good judgment;
Strong time management skills with the ability to handle large caseloads and high volume of work in a busy, fast paced environment;
Ability to multi-task handling several tasks at once, anticipating and identifying problems and putting forward solutions;
Ability to handle frequent interruptions without a loss of efficiency/productivity or accuracy; and
Attention to detail in all aspect of work.
PREFERENCE GIVEN TO:
Candidates with multilingual skills (verbal and written). We are seeking candidates that speak and write English and at least one of the following languages (for interpreting and translation): Vietnamese, Cape Verdean Creole, Portuguese, Cantonese, Mandarin, Toisanese, Haitian- Creole, and Spanish.
Most benefits are available on your first day of work with Metro Housing | Boston. These benefits currently include:
Your and your family's health
Health and dental coverage on a pre-tax basis;
Eye Med Vision plan on a pre-tax basis;
Medical and dependent care reimbursement account;
Company paid life and AD&D insurance and long-term disability;
Free, confidential Employee Assistance Program;
Voluntary life, accident, critical illness and cancer insurance.
