Housing Mobility Navigation Supervisor

Baltimore Regional Housing Partnership; Maryland; On-site; USD 65,000 - 95,000; Full time

Job summary

The Baltimore Regional Housing Partnership (BRHP) seeks a Housing Mobility Navigation Supervisor to oversee a team of 3-5 counselors, ensuring high-quality counseling services and adherence to BRHP policies, HUD regulations, and the Thompson settlement agreement.

You will monitor staff performance, track outcomes, and provide training, coaching, and process improvements across Yardi, SharePoint, and ETO platforms, while delivering excellent client service.

Qualifications

• Experience supervising a counseling team.
• Knowledge of BRHP policies and procedures and HUD regulations.
• Ability to supervise, coach and motivate staff.
• Experience tracking counseling efforts for quality and efficiency.
• Familiarity with Yardi, SharePoint and ETO 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, SOPs, HUD Regulations, and the Thompson settlement agreement.
• Track counseling efforts for quality and efficiency.
• Determine staff training needs; provide 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 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 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.

Skills

Staff supervision

Leadership

Training & coaching

Customer service

Policy compliance

Data analysis

Project management

Diversity & inclusion

Tools

Yardi

SharePoint

ETO

Job description

Job Description

Job Description

The Opportunity

The Baltimore Regional Housing Partnership (BRHP), which operates the Baltimore Housing Mobility Program, is a 501(c)(3) that assists over 4,000 qualified families in moving from areas of concentrated poverty and obtaining quality and affordable housing in communities with strong schools, low crime, and ample job opportunities in high opportunity areas within Baltimore City and Anne Arundel, Baltimore, Carroll, Harford, and Howard Counties.

BRHP seeks a Housing Mobility Navigation Supervisor who cares about providing the best service to low-income families and whose duties include monitoring counseling staff to ensure they are meeting and/or exceeding BRHP performance standards in accordance with the Program’s administrative policies and procedures. The Housing Mobility Navigation Supervisor will support BRHP’s mission, vision, and values by providing effective supervision to the post-counseling team and excellent customer service to a diverse client population. Conducting all job functions according to BRHP’s Administrative Plan, Housing and Urban Development (HUD) regulations, the Thompson settlement agreement, and other state and local requirements, the position requires someone that can serve as an organization-wide leader and demonstrate competencies and values of BRHP.

Essential Duties and Responsibilities

The below statements are intended to describe the general nature and scope of work for the Housing Mobility Navigation Supervisor. This is not a complete listing of all responsibilities, duties, or skills required.

• 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

General Requirements

• Honesty and integrity
• Professional behavior and respect for colleagues, clients and external partners
• Collaborative, supportive approach to work, open-minded to learning new process with an ability to manage change
• Track record of reliable attendance and punctuality
• Strong work ethic
• Ability to work in a fast-paced, team environment
• Ability to manage and prioritize multiple projects, deadlines, and excellent time management
• Experience working with a diverse population

Housing Mobility Navigation Supervisor Required Knowledge & Skills

• 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
• Experien