Participant Relations & Operations Supervisor

Columbus Metropolitan Housing Authority.•Columbus, OH

40d•$68,000 - $71,000•Onsite

About The Position

The Participant Relations and Outcomes (P.R.O.) Agent Supervisor plays a critical role in leading and supporting the team of Participant Relations and Outcomes (P.R.O.) Agents within the Housing Choice Voucher (HCV) program. This position is pivotal in ensuring the agents effectively manage participant relations and achieve desired outcomes. The supervisor will be responsible for the strategic oversight of the team, focusing on maintaining high performance metrics, compliance with HUD and CMHA regulations, and excellence in participant service.

Requirements

Bachelor’s degree from an accredited college or university in Business Administration, Sociology, Public Administration, or a related field.
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

Supervise, mentor, and develop the P.R.O. Agents, ensuring comprehensive knowledge and effective execution of all aspects of the HCV program.
Oversee the team’s adherence to established performance metrics, focusing on accuracy and efficiency in participant relations and outcomes.
Ensure strict compliance with HUD and CMHA regulations, maintaining high standards of service delivery and documentation accuracy.
Implement ongoing training and development programs to enhance team skills and knowledge in the HCV program.
Develop strategies to enhance operational efficiency and service quality, adopting innovative approaches to improve program delivery.
Uphold exemplary customer service standards, managing participant feedback and concerns effectively.
Manage thorough audit preparations, respond to findings, and maintain accurate reporting on team activities and outcomes.
Provide expert guidance and support in resolving complex issues, ensuring effective problem resolution within the team and in external interactions.
Contribute to the strategic development of the HCV program, aligning team operations with organizational goals.
Make crucial decisions under pressure, balancing the needs of participants, program requirements, and organizational goals.
Oversee time-sensitive processes and ensuring that the P.R.O. Agents meet all deadlines without compromising the quality of work.
Regularly faced with complex issues requiring nuanced problem-solving skills, often under time constraints.
Stay abreast of and adapting to frequent changes in HUD and CMHA regulations, ensuring the team swiftly adjusts to new requirements.
Handle a diverse team with varying needs, ensuring all team members are supported, engaged, and productive.
Juggle multiple responsibilities, including operational management, team supervision, and strategic planning, often simultaneously.
Consistently ensure the team meets or exceeds performance metrics related to checklist completion, accuracy, and participant satisfaction.
Maintain compliance with all relevant regulations and policies.
Successfully implement strategies for team efficiency, customer service excellence, and program improvement.
Performs other related duties as assigned.