Managing Director of Outreach Services

Metro Housing Boston•Boston, MA

12h•$77,498 - $87,576•Hybrid

About The Position

Metro Housing|Boston is a nonprofit organization that connects Greater Boston residents with safe, decent, affordable homes and provides services to help families and individuals achieve housing stability, economic security, and an improved quality of life. The Managing Director of Outreach Services oversees staff and operational activities across Gateway, Owner Services, and SNOMASS. The role ensures work complies with established procedures, Metro Housing policies, Moving to Work (MTW) policies, MRVP policies, and HUD regulations; supports staff development and performance; and promotes professional, comprehensive customer service. The position requires working in the office at least four days per week and reports to the Director of Leased Housing. The role oversees Gateway’s client-focused operations, including service-volume monitoring, quality assurance, client escalations, lobby support, feedback reviews, and Help Center content. It oversees Owner Services activities related to rent increase requests and disputes, and manages and coordinates the SNOMASS team, including compliance reviews, reporting, and support for complex participant eligibility and housing-placement situations. The position also analyzes operational data, prepares required reports, communicates policy and procedural changes, and recommends improvements to processes and systems.

Requirements

Bachelor’s degree in public administration, business administration, social work, or a related field.
At least three years of experience working in Public Housing, Housing Choice Voucher/Section 8, or other federal housing programs, including at least five 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 subordinate staff while maintaining productivity and morale.
Excellent communication and interpersonal skills, including the ability to relate to people of diverse backgrounds and abilities and build effective working relationships with participants, landlords, and employees.
Ability to complete complex and detailed tasks accurately and in a timely manner; plan and prioritize duties; and work independently without close supervision.
Ability to operate business machines and use housing software.
Good judgment and strong time-management skills, including the ability to manage large caseloads and high-volume work in a fast-paced environment.
Ability to multitask, anticipate and identify problems, propose solutions, and handle frequent interruptions without loss of efficiency, productivity, or accuracy.
Attention to detail in all aspects of work.
Ability to work in the office at least four days per week.

Nice To Haves

Multilingual verbal and written skills in English and at least one of the following languages: Vietnamese, Cape Verdean Creole, Portuguese, Cantonese, Mandarin, Toisanese, Haitian Creole, or Spanish.

Responsibilities

Coordinate, supervise, and monitor staff activity to ensure work meets established policies, procedures, performance goals, and departmental objectives.
Assist with training new employees and guide staff in interpreting applicable provisions and regulations.
Conduct compliance reviews of subordinates, work with staff to correct errors, prepare quality-control reports, and recommend corrective actions.
Provide guidance to staff, conduct performance reviews, and administer performance improvement plans and disciplinary actions.
Ensure program staff provide professional and comprehensive customer service to participants, landlords, and other customers.
Apply HUD regulations, MTW and MRVP policies, and Metro Housing procedures; explain relevant policy, procedure, and legal changes to staff.
Participate in developing operational plans and procedures, coordinate implementation of approved changes, and recommend improvements to management.
Enter data into housing software, provide input on system design and revisions, retrieve and analyze operational and program data, and prepare and submit reports.
Respond to customer and staff requests and inquiries by phone, in person, and in writing; determine and address customer needs; and notify applicants, participants, and owners of transaction results in a timely manner.
Resolve disputes between HCV staff and participants, escalate program issues as needed, and attend meetings and trainings.
Oversee Gateway operations and monitor and provide reports on calls, email, kiosk requests, and enhanced appointment data.
Conduct phone-call quality assurance using the Vonage recording website; provide backup lobby coverage; resolve Gateway and lobby escalations; review survey data; coordinate lobby shadowing and quality assurance; and create Help Center articles and videos in coordination with agency teams.
Oversee Owner Services rent-increase requests, email, and associated staff; review disputes with the manager; perform quality assurance on requests and response timeliness; and assist with complex disputes.
Oversee and coordinate the SNOMASS team; review CMS and ETO entries, post-move surveys, and participant files for compliance; attend applicable SNOMASS/EOHLC meetings; monitor reports submitted to EOHLC; and assist with complex eligibility, lease-up, or participant-exit situations.