Participant Relations & Operations Manager

Columbus Metropolitan Housing Authority.•Columbus, OH

8h•$83,000 - $87,000•Onsite

About The Position

The Participant Relations and Outcomes (P.R.O.) Agent Manager plays a crucial role in overseeing and supporting the Participant Relations and Outcomes (P.R.O.) Agent team within the Housing Choice Voucher (HCV) program. This position involves strategic leadership, including providing direction and support to the P.R.O. Agent Supervisor, to ensure the team effectively manages participant relations and achieves desired outcomes. The manager will ensure the team's alignment with organizational goals, maintain compliance with HUD and CMHA regulations, and uphold excellence in participant service.

Requirements

Bachelor’s degree from an accredited college or university.
Minimum of five years of supervisory experience.
Five years of experience in housing or related field.
Equivalent combinations of education and experience may be considered.
Knowledge of interviewing.
Knowledge of office practices and procedures.
Knowledge of Agency/department goals and objectives.
Knowledge of Agency/department policies and procedures.
Knowledge of workplace safety practices and procedures.
Knowledge of personnel rules and regulations.
Knowledge of supervisory principles and practices.
Knowledge of computer software.
Knowledge of community resources and services.
Knowledge of records management.
Knowledge of personnel administration.
Knowledge of office management.
Knowledge of project management.
Knowledge of government structure and process.
Knowledge of public administration.
Knowledge of government grant programs.
Knowledge of state, federal, and local laws and/or regulations.
Knowledge of employee training and development.
Knowledge of local geographical area.
Knowledge of business administration.
Knowledge of English grammar and spelling.
Knowledge of modern principles, practices, and techniques of Public Housing Authority management.
Knowledge of the relationship of Public Housing Authority’s to other federal, state, and local jurisdictions and their abilities to provide funds or other support to the Authority.
Knowledge of pertinent HUD regulations.
Knowledge of federal, state, and local laws and regulations pertaining to public housing authorities.
Knowledge of modern principles, practices, and techniques of rental property maintenance.
Knowledge of Housing Choice Voucher and low-income housing policy and regulations.
Knowledge of Housing Choice Voucher eligibility and rent calculation requirements, as required by HUD and Housing Quality Standard (HQS) Inspection Program.
Knowledge of apartments & dwellings.
Knowledge of construction.
Skill in computer operation.
Skill in use of modern office equipment.
Skill in customer service.
Skill in organization, planning, and time management.
Ability to interpret a variety of instructions in written, oral, picture, or schedule form.
Ability to deal with many variables and determine specific action.
Ability to apply management principles to solve agency problems.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to exercise independent judgment and discretion.
Ability to understand, interpret, and apply laws, rules, or regulations to specific situations.
Ability to select most qualified applicant according to specifications for referral.
Ability to read, copy, and records figures accurately.
Ability to add, subtract, multiply, and divide whole numbers.
Ability to calculate fractions, decimals, and percentages.
Ability to copy records precisely without error.
Ability to complete forms.
Ability to prepare correspondence.
Ability to compile and prepare reports.
Ability to respond to routine inquiries from public and/or officials.
Ability to conduct effective interviews.
Ability to communicate effectively.
Ability to train or instruct others.
Ability to understand a variety of written and/or verbal communications.
Ability to maintain records according to established procedures.
Ability to handle sensitive inquiries from and contacts with officials and general public.
Ability to develop and maintain effective working relationships.
Ability to resolve complaints.
Ability to travel to and gain access to work site.
Ability to maintain confidentiality.

Responsibilities

Oversee the P.R.O. Agent team, providing guidance and support to the P.R.O. Agent Supervisor.
Develop strategies to enhance team performance and service delivery.
Align the team's activities with organizational objectives, ensuring that quality customer service and performance standards are consistently met.
Collaborate within and across departments to adapt to changing workflows, compliance standards, and to maintain efficient practices.
Promote the organization's mission, vision, and values within the team.
Foster a positive work culture and community partnerships.
Lead departmental projects and efficiently manage resources within the team.
Directly support the P.R.O. Agent Supervisor, aiding in team development, mentorship, and conflict resolution.
Ensure the P.R.O. Agent team consistently achieves performance metrics, focusing on operational excellence and participant satisfaction.
Maintain compliance with regulatory standards and drive departmental efficiency.
Lead initiatives for team development and resource optimization.
Navigate high-stakes decisions impacting the HCV program and the team.
Adapt to regulatory changes and evolving participant needs.
Manage both the strategic vision and operational needs of the team.
Engage with a variety of stakeholders, including senior management, government officials, and community partners.
Address complex challenges and changes in the housing sector effectively.
Performs other related duties as assigned.