HMIS Support Specialist

Calgary Homeless Foundation • Calgary, AB

2d

About The Position

At Calgary Homeless Foundation, we are dedicated to our purpose of guiding the fight against homelessness. Positioned uniquely within the system of care, we have the ability to observe the many complicating factors that affect those facing or experiencing homelessness. Our broad perspective provides us with a deep understanding of the cause-and-effect dynamics of homelessness. This insight, delivered as an arms-length advisor, enables us to inspire governments, service providers, and our community to undertake a shared responsibility to maximize our collective impact in the fight against homelessness.
We are uniquely positioned to observe the many challenges facing our city and strengthen the entire sector through strategic leadership, forward-thinking capacity development, and hands-on, day-to-day support.
Our comprehensive data warehouse reveals the full picture of homelessness in our community, enabling us to anticipate challenges and identify effective solutions. And we unite diverse stakeholders around shared goals and help address complex situations that no single agency can solve alone.
Our collective approach and focus on learning and evaluation equip us to address homelessness across our city while keeping the people experiencing it at the heart of our work. When the system works better together, more people find their way home.
We are looking for passionate, entrepreneurial, and talented people to join our action-oriented, high impact team.

The Position
Reporting to the Manager, HMIS, the HMIS Support Specialist is responsible for providing ongoing user support, system training, data quality validation, and continuous system improvements to provide support to a community of over 900 HMIS users across the Homeless Serving System of Care (HSSC). This role will support agencies through HMIS implementation and daily utilization, in addition to maintaining high-quality data collection procedures and documentation. As a member of the HMIS Support Team, the HMIS Support Specialist values collaboration with external agencies, as well as CHF’s internal Data & Analytics and Program & Evaluation teams to further develop a sophisticated homeless management information system.
Our Staff
CHF staff are action-oriented individuals who are catalytic leaders, courageous collaborators, evidence inspired, and vision dedicated. They choose to bring their professional expertise and personal talents to the non-profit sector, to add value to the full community. They work cooperatively with others in a strong team environment; demonstrate flexibility in organizing and undertaking work; show a high degree of initiative, discernment and resourcefulness; exhibit excellent communication and relational skills; demonstrate thoughtfulness and intelligence in decision making; and are focused on creating positive outcomes for persons experiencing homelessness.

How we work here:
At CHF our approach is grounded in purpose, collaboration, and accountability. We believe that how we work together matters as much as what we achieve.
Here’s what you can expect from us—and what we expect from you:
Ownership Under Pressure: We take responsibility for outcomes, even when challenges arise.
Constructive Feedback: We give and receive feedback openly, with the goal of learning and improving.
Pace with Purpose: We move quickly when needed, without sacrificing quality or integrity.
Healthy Disagreement: We challenge ideas respectfully and invite discussion to make decisions stronger.
Shared Understanding: Expertise means building clarity for others, not being “right by default.”
Our culture values transparency, inclusion, and resilience. We name real pressures – external and internal - and navigate them together. Interviews and development conversations focus on real examples of how we act when it’s hard, because that’s when our values matter most.

Accountability and Deliverables
Monitor helpdesk ticketing system and respond to user requests.
Support digital platform configuration, implementation, and training for agencies/programs.
Support and promote data quality validation across multiple agencies/programs and instruct users to correct accordingly.
Proactively conduct program workflow assessments to optimize HMIS for new and existing programs.
Develop and maintain internal/external documentation (process, training, policies, etc.).
Perform routine and time-sensitive HMIS administrative tasks (process referrals, system upgrades).
Foster collaboration with internal/external stakeholders via cross-functional teams to support the coordination of various projects throughout the homeless-serving system of care.
Drive continuous improvement through collaboration and constructive feedback with manager and team (ability to provide and receive).

Requirements

• Post-secondary degree/diploma/certification in a field related to Human Services, Information Management, or equivalent experience.
• 2+ Years of experience in software application support and/or customer support/customer service.
• Ability to work both independently and with a team.
• Strong attention to detail and demonstrated commitment to internal quality control in all communications
• Excellent verbal and written communication skills with a proven ability to communicate and explain technical concepts to a non-technical audience.
• Proven ability to multi-task and prioritize strategically.
• Proficiency with Microsoft Suite, including Outlook, Word, Excel, and PowerPoint presentations.
• The successful candidate will be expected to demonstrate and grow the following competencies : Taking Accountability for Guiding the Fight Against Homelessness by: Regularly sharing our Purpose and Ambition and make decisions that move us toward Following through on my commitments to earn the trust of my colleagues and community partners. Identifying obstacles, admitting my mistakes, and taking ownership of Fostering a Growth Mindset by: Regularly seek new information and leveraging data to inform my solutions and Treating mistakes as learning opportunities and focusing myself & others on improving future Considering how I may have contributed to problems and regularly seeking feedback to discover how I can Accepting ambiguity and taking action to move us in the direction of our goals without waiting for perfect Empowering Others to Succeed by: Articulating and agreeing upon clear expectations and desired Meeting regularly with my key internal and external stakeholders to ensure they have what they need from me to succeed. Eliminating organizational constraints that hold people Collaborating for Greater Impact by: Proactively collaborating with others and incorporating their input into Respecting the unique strengths and agency of others by encouraging them to propose solutions and make Having the courage to share difficult perspectives directly, respectfully, and in a timely manner, and encouraging others to do the Being willing to change my perspective when presented with new

Nice To Haves

• Experience with HMIS ServicePoint and/or Calgary’s Homeless Serving System of Care (HSSC) would be an asset.

Responsibilities

• Monitor helpdesk ticketing system and respond to user requests.
• Support digital platform configuration, implementation, and training for agencies/programs.
• Support and promote data quality validation across multiple agencies/programs and instruct users to correct accordingly.
• Proactively conduct program workflow assessments to optimize HMIS for new and existing programs.
• Develop and maintain internal/external documentation (process, training, policies, etc.).
• Perform routine and time-sensitive HMIS administrative tasks (process referrals, system upgrades).
• Foster collaboration with internal/external stakeholders via cross-functional teams to support the coordination of various projects throughout the homeless-serving system of care.
• Drive continuous improvement through collaboration and constructive feedback with manager and team (ability to provide and receive).

Benefits

• Calgary Homeless Foundation requires the successful candidate to provide a police information and vulnerable sector check as a condition of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree