Homelessness Prevention Services Manager

Way Finders•Springfield, MA

19h•$60,000 - $68,000•Hybrid

About The Position

Homelessness Prevention Services Manager Way Finders is a Top Workplaces for Nonprofit organization, named as an employer of choice because our employees said so! At Way Finders, we are passionately invested in lifting up the region’s people, places, and systems. Though our team performs a wide variety of functions, we are united by our shared mission: to build and advocate for a thriving region; to improve the stability and economic mobility of families and individuals; and to develop and manage a robust range of safe, affordable housing options. Interested in joining our team of dedicated professionals? Way Finders is currently seeking a full-time Homelessness Prevention Services Manager. The HPS Manager furthers our mission through the successful administration and supervision of housing center teams whose overall goal is to assess and support clients with housing needs in our regions served. The HPS Manager will lead teams in several locations in providing exceptional customer service, support, and guidance in navigating services. A successful candidate will have a combination of social/housing services and fast-paced customer service experience with at least one of those roles being in a supervisory capacity.

Requirements

5 years' progressively responsible experience in housing, social services, or a related role; a combination of experience plus an Associate degree may be a substitute
1 year in a supervisory or lead role
Prior management in a customer service environment preferred
Adept at Microsoft Suite, including Excel, complex databases, and basic data analysis; comfort learning new technologies
Ability to organize and prioritize; write policies and procedures and other written documents and interpret program regulations
Able to effectively communicate with all levels of internal staff and external clients and constituents
Bilingual (Spanish/English) verbal and written skills required
Driver’s license with acceptable driving record, plus reliable vehicle
CORI, as per grant requirement

Responsibilities

Supervise staff in several housing centers that are tasked with the following, in a manner that continually ensures high-quality outcomes: face-to-face customer service, answering calls and emails in busy call centers, initiating applications, and educating clients and appropriate staff on programs
Conduct regular, focused team and 1:1 meetings with staff; if assigned to multiple locations, work out of each location on a rotating basis and as needed
Maintain positive relationships with customer base as appropriate to managed program(s), including clients, landlords, and those in the provider community
Monitor, audit, and analyze services data to ensure real-time data entry, accuracy, contractual compliance, goal setting, and program compliance; submit reports, including suggestions for improvements, to Director on a scheduled and as-needed basis
Assist the Director in monitoring funding sources awarded to the department
Proactively identify and inform management/leadership of any issues that may adversely affect the department or the organization
Establish and maintain strong, collaborative relationships with internal staff and departments, owners, landlords, community groups, funding sources, and other stakeholders
Represent the organization in the community and social services meetings, events, and outreach presentations as assigned
Remain knowledgeable of current and developing trends within homelessness prevention and related areas
Hire new/replacement staff in an efficient manner, following recruiting process guidelines
Set effective and achievable training plans for new staff members; evaluate and make process improvements based on feedback
Evaluate and provide timely feedback to staff on performance-related matters; assess staff members’ strengths and developmental needs; implement performance plans to ensure the development and/or maintenance of necessary skills