Housing Mobility Navigation Supervisor

Baltimore Regional Housing Partnership•Baltimore, MD

6d•Hybrid

About The Position

The Baltimore Regional Housing Partnership (BRHP), a 501(c)(3) organization, operates the Baltimore Housing Mobility Program. BRHP assists over 4,000 qualified families in relocating from areas of concentrated poverty to communities with better schools, lower crime rates, and more job opportunities. The organization is seeking a Housing Mobility Navigation Supervisor who is dedicated to serving low-income families. This role involves overseeing counseling staff to ensure they meet BRHP's performance standards and administrative policies. The supervisor will support BRHP's mission, vision, and values by providing effective leadership to the post-counseling team and exceptional customer service to a diverse client base. All job functions must align with BRHP’s Administrative Plan, HUD regulations, the Thompson settlement agreement, and other relevant state and local requirements. The position requires an individual who can act as an organization-wide leader and embody BRHP's competencies and values.

Requirements

Ability to effectively supervise, coach and motivate staff
Ability to gain thorough knowledge of BRHP’s policies and procedures
Ability to function as a representative of the Baltimore Regional Housing Partnership to the public
Experience providing effective, direct counseling services to low-income clients
Ability to interpret and implement regulations pertaining to the program
Excellent interpersonal, interviewing, counseling and communication skills
Excellent customer service and organizational skills
Careful attention to detail
Bachelor’s degree from a regionally accredited institution in Social Work, Counseling, Psychology, Social Science or a closely related field
3 years of work experience providing direct counseling services to a diverse client population
3 years of supervisory experience for a public agency or related experience in social service or community service field
Valid Maryland driver’s license and automobile insurance required

Nice To Haves

Master’s degree from a regionally accredited institution in Public Administration or Social Science
Licensed Social Worker
Prior experience working with a Housing Choice Voucher program or other affordable housing program
Knowledge of Efforts to Outcomes and Yardi software

Responsibilities

Lead and supervise a team of 3-5 counselors in providing high quality counseling services for clients
Ensure compliance with BRHP’s Administrative Plan, Standard Operating Procedures, HUD Regulations, and the Thompson settlement agreement
Track counseling efforts for quality and efficiency
Determine staff training needs; provide appropriate training and coaching to improve performance
Monitor and approve staff timesheets, performance plans, evaluations and disciplinary actions
Provide recommendations for enhancements to the Yardi and SharePoint software platform
Ensure staff provides professional and comprehensive customer service to internal and external customers
Monitor counselor workflow of housing assistance requests
Track and prioritize internal referrals to Project Based Voucher properties
Customize counselor follow-up of Individual Training Plans
Approve applications requests for financial assistance for supplemental program offers
Approve requests for security deposit loans and draft repayment agreements
Provide long-term client needs assessment follow-up
Approve voucher extension requests
Track and analyze reports of neighborhood discrimination move suppression
Provide recommendations for enhancements to the Efforts to Outcome (ETO) software platform
Provide mediation for escalated landlord/tenant disputes
Approve applications requests for financial assistance like vehicles for change and summer camp funds
Set metrics and goals for launching financial incentive program
Provide excellent customer service to participants, landlords, co-workers, clients and vendors
Evaluate procedures and processes to provide recommendations for program excellence
Promote open communications between teams, departments and divisions
Assist in recruiting, selecting, and training new hires
Schedule and manage weekly team meetings, relaying team targets, and suggesting shifts in individual duties to meet program needs
Analyze productivity patterns and explain anticipated needs with management team
Perform other duties as assigned