Housing Mobility Programs Lead & Team Coach

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

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.