Homeless Management Information Support Specialist

Calgary Homeless Foundation; Calgary; On-site; CAD 52,000 - 78,000; Full time

Job summary

Calgary Homeless Foundation (CHF) is seeking an HMIS Support Specialist to provide ongoing user support, system training, data quality validation, and continuous improvements for a community of over 900 HMIS users across the Homeless Serving System of Care.

In collaboration with CHF’s Data & Analytics and Program & Evaluation teams, you will support agencies through HMIS implementation, maintain documentation, and promote consistent data collection procedures.

Qualifications

• Post-secondary degree or diploma in a related field.
• 2+ years in software application or customer support.
• Experience with HMIS ServicePoint is an asset.
• Ability to work independently and in a team.
• Strong attention to detail.
• Excellent verbal and written communication; ability to explain technical concepts to a non-technical audience.

Responsibilities

• Monitor helpdesk ticketing system and respond to user requests.
• Support digital platform configuration, implementation, and training for agencies/programs.
• Support and promote data quality validation across multiple agencies/programs and instruct users to correct accordingly.
• Proactively conduct program workflow assessments to optimize HMIS for new and existing programs.
• Develop and maintain internal/external documentation (process, training, policies, etc.).
• Perform routine HMIS administrative tasks (process referrals, system upgrades).
• Foster collaboration with internal/external stakeholders to support coordination across the homeless-serving system of care.
• Drive continuous improvement through collaboration and feedback.

Skills

HMIS knowledge

Data quality

Communication skills

Team collaboration

MS Office

Education

Post-secondary degree in Human Services or Info Mgmt

Tools

HMIS ServicePoint

Job description

Calgary Homeless Foundation (CHF)

Calgary Homeless Foundation guides the fight against homelessness. Fueled by this purpose, we envision the day when homelessness is rare, brief, and non-recurring—perhaps an episode in someone's life, but never a condition that defines it. Working in alignment with governments and collaboratively with service providers and community partners, we help translate complex system needs into coordinated, efficient ground-level action that maximizes the impact of every resource and creates lasting pathways out of homelessness.

We are uniquely positioned to observe the many challenges facing our city and strengthen the entire sector through strategic leadership, forward-thinking capacity development, and hands-on, day-to-day support.

Our comprehensive data warehousereveals the full picture of homelessness in our community, enabling us to anticipate challenges and identify effective solutions. And we unite diverse stakeholders around shared goals and help address complex situations that no single agency can solve alone.

Our collective approach and focus on learning and evaluation equip us to address homelessness across our city while keeping the people experiencing it at the heart of our workWhen the system works better together, more people find their way home.

We are looking for passionate, entrepreneurial, and talented people to join our action-oriented, high-impact team.

The Position

Reporting to the Manager, HMIS, the HMIS Support Specialist is responsible for providing ongoing user support, system training, data quality validation, and continuous system improvements to provide support to a community of over 900 HMIS users across the Homeless Serving System of Care (HSSC). This role will support agencies through HMIS implementation and daily utilization, in addition to maintaining high-quality data collection procedures and documentation. As a member of the HMIS Support Team, the HMIS Support Specialist values collaboration with external agencies, as well as CHF’s internal Data & Analytics and Program & Evaluation teams to further develop a sophisticated homeless management information system.

Our Staff

CHF staff are action-oriented individuals who are catalytic leaders, courageous collaborators, evidence-inspired, and vision-dedicated. They choose to bring their professional expertise and personal talents to the non-profit sector, to add value to the full community. They work cooperatively with others in a strong team environment; demonstrate flexibility in organizing and undertaking work; show a high degree of initiative, discernment and resourcefulness; exhibit excellent communication and relational skills; demonstrate thoughtfulness and intelligence in decision making; and are focused on creating positive outcomes for persons experiencing homelessness.

How We Work Here

At CHF our approach is grounded in purpose, collaboration, and accountability. We believe that how we work together matters as much as what we achieve.

Here’s what you can expect from us—and what we expect from you:

• Ownership Under Pressure: We take responsibility for outcomes, even when challenges arise.

• Constructive Feedback: We give and receive feedback openly, with the goal of learning and improving.

• Pace with Purpose: We move quickly when needed, without sacrificing quality or integrity.

• Healthy Disagreement: We challenge ideas respectfully and invite discussion to make decisions stronger.

• Shared Understanding: Expertise means building clarity for others, not being “right by default.”

Our culture values transparency, inclusion, and resilience. We name real pressures—external and internal— and navigate them together. Interviews and development conversations focus on real examples of how we act when it’s hard, because that’s when our values matter most.

Accountability and Deliverables

Key activities include:

• Monitor helpdesk ticketing system and respond to user requests.
• Support digital platform configuration, implementation, and training for agencies/programs.
• Support and promote data quality validation across multiple agencies/programs and instruct users to correct accordingly.
• Proactively conduct program workflow assessments to optimize HMIS for new and existing programs.
• Develop and maintain internal/external documentation (process, training, policies, etc.).
• Perform routine and time-sensitive HMIS administrative tasks (process referrals, system upgrades).
• Foster collaboration with internal/external stakeholders via cross-functional teams to support the coordination of various projects throughout the homeless-serving system of care.
• Drive continuous improvement through collaboration and constructive feedback with manager and team (ability to provide and receive).

Education and Experience

The ideal candidate will have the following qualifications:

• Post‑secondary degree/diploma/certification in a field related to Human Services, Information Management, or equivalent experience.
• 2+ Years of experience in software application support and/or customer support/customer service.
• Experience with HMIS ServicePoint and/or Calgary’s Homeless Serving System of Care (HSSC) would be an asset.
• Ability to work both independently and with a team.
• Strong attention to detail and demonstrated commitment to internal quality control in all communications
• Excellent verbal and written communication skills with a proven ability to communicate and explain technical concepts to a non‑technical audience.
• Proven ability to multi‑task and prioritize strategically.
• Proficiency with Microsoft Suite, including Outlook, Word, Excel, and PowerPoint presentations.

General Competency Requirements

The ideal candidate will be expected to demonstrate and grow the following competencies:

Taking Accountability for Guiding the Fight Against Homelessness by:

• Regularly sharing our Purpose and Ambition and making decisions that move us toward
• Following through on my commitments to earn the trust of my colleagues and community partners
• Identifying obstacles, admitting my mistakes, and taking ownership of solutions

Fostering a Growth Mindset by:

• Regularly seeking new information and leveraging data to inform my solutions and decisions
• Treating mistakes as learning opportunities and focusing myself & others on improving future results
• Considering how I may have contributed to problems and regularly seeking feedback to discover how I can improve
• Accepting ambiguity and taking action to move us in the direction of our goals without waiting for perfect information

Empowering Others to Succeed by:

• Articulating and agreeing upon clear expectations and desired results
• Meeting regularly with my key internal and external stakeholders to ensure they have what they need from me to succeed
• Eliminating organizational constraints that hold people back

Collaborating for Greater Impact by:

• Proactively collaborating with others and incorporating their input into solutions
• Respecting the unique strengths and agency of others by encouraging them to propose solutions and make decisions
• Having the courage to share difficult perspectives directly, respectfully, and in a timely manner, and encouraging others to do the same
• Being willing to change my perspective when presented with new information