Managing Director of Outreach Services Greater Boston, MA Area

$77,498 - $87,576

ORGANIZATION:

Metro Housing|Boston is a leading nonprofit dedicated to connecting the residents of Greater Boston with safe, decent homes they can afford. Metro Housing empowers families and individuals to move from homelessness to housing stability. Serving more than 25,000 households annually, we work seamlessly to bridge the gaps among government, nonprofits, and corporations to continually increase our impact. With more than 30 years’ experience piloting and implementing housing programs, we have solidified our position as an industry-leading expert on navigating the affordable housing field.

MISSION:

“We mobilize wide-ranging resources to provide innovative and personalized services that lead families and individuals to housing stability, economic security and an improved quality of life.”

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.

Work/life balance

• Generous vacation, sick, and personal time;
• 13 paid holidays per year;
• Paid new parent leave;
• Flexible schedules (when available).

Retirement plan

• 403(b) plan with a company match.

Career growth

• Tuition reimbursement program;
• Internal promotions encouraged.

AN EQUAL OPPORTUNITY EMPLOYER