Assessment Manager, RAFT
About The Position
Primary responsibilities include providing oversight of Residential Assistant for Families in Transition (RAFT) team and working collaboratively with Housing Consumer Education Center (HCEC) Director to ensure timely and accurate processing and payment of RAFT applications. Responsible for weekly case reviews to determine file closure, ineligible cases and cases to be approved; ensure HCEC compliance with E2E/HAPPY data and processing requirements. Responsibilities include, overseeing and providing support to Assessment Specialists during file process, troubleshooting client and landlord issues, handling escalated cases, training and motivating staff, and continuously work on improving RAFT processing in accordance with EOHLCs rules and regulations.
Requirements
- At least two years of experience working with EOHLC Rental Assistance Programs.
- Minimum of one year of experience managing staff.
- Strong attention to detail and ability to perform basic mathematics skills required to calculate benefit amount and track available funding.
- Experience in providing training or presentations.
- Experience in conflict resolution.
- Strong oral and written communication skills in English; bilingual in either Spanish or Portuguese strongly preferred.
- Working knowledge of Microsoft Office applications, Internet search, and E-mail.
- Ability to work well in a very high volume and productivity environment.
- Ability to handle potentially stressful situations and sensitivity to the needs of economically disadvantaged clientele.
- Highly skilled in multitasking.
Responsibilities
- Recruit, manage, develop and evaluate staff by providing timely mentoring, training and performance management. Complete required paperwork in accordance with company policy.
- Responsible for final review and approval of all RAFT financial assistance applications.
- Responsible for assigning cases and managing Assessment Specialist team and meeting or exceeding EOHLC’s processing benchmarks; troubleshooting and course correcting if targets are lower than expected.
- Provide ongoing support to Assessment Specialists to ensure completion of files, compliance to programs’ rules and guidance and file submission.
- Coach Assessment Specialists with landlord disputes and client issues during file process.
- Serve as backup to Assessment Specialists carrying own caseload when necessary, focusing primarily on emergency cases.
- Oversee, manage, and support work of the Financial Assistance Coordinator, assisting with payment issues, recoupments, landlord inquiries, etc.
- Attend community meetings and events in collaboration with HCEC Director and HCEC Program Supervisor to educate the public about RAFT program; conduct RAFT Provider 101 workshops virtually and in-person.
- Lead Assessment Specialist huddles, group case reviews, and trainings.
- Continuously work towards improving existing processes and protocols and ensure compliance and data collection.
- Maintain confidentiality of client, employee and agency information in accordance with federal and state laws and funder requirements.
- Ensure compliance with program/department, agency and/or funder requirements, as well as SMOC policies & procedures.
- Other duties as assigned.
Benefits
- Paid Time Off: All full-time employees can accrue up to 3 weeks of vacation, and 2 weeks of sick time and are eligible for 12 paid holidays during their first year of employment.
- Employer-paid Life Insurance & AD&D and Long-Term Disability for full-time employees.
- Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer cost-sharing program, Dental Plans with Orthodontic Coverage, and EyeMed Vision Insurance available to full-time employees.
- 403(B) Retirement Plan with a company match starting on day one for all full-time and part-time employees.
- Additional voluntary benefits including; Term and Whole Life Insurance, Accident Insurance, Critical Illness, Hospital indemnity, and Short-Term Disability.
- Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
