Participant Relations and Outcomes Manager

Columbus Metropolitan Housing Authority; Columbus (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Columbus Metropolitan Housing Authority is seeking a Participant Relations and Outcomes Manager to lead the P.R.O. Agent team within the Housing Choice Voucher program. The role focuses on strategy, compliance, and superior participant service.

Responsibilities include guiding the supervisor, aligning goals with organizational objectives, and driving operational excellence across the department. This exempt, full-time position reports to the AVP of Business & Administration.

Qualifications

• Bachelor’s degree from an accredited college or university.
• Minimum of five years of supervisory experience in housing or related field.
• Equivalent combinations of education and experience may be considered.

Responsibilities

• Provide strategic leadership and guidance to the P.R.O. Agent team and Supervisor.
• Align activities with organizational goals and service standards.
• Collaborate to adapt workflows and maintain compliant practices.
• Foster a positive culture and community partnerships.
• Lead projects and manage departmental resources efficiently.
• Support the P.R.O. Agent Supervisor in mentorship and development.

Skills

Supervisory experience

Housing industry

Strategic leadership

Team development

Education

Bachelor’s degree

Tools

Microsoft Office

SharePoint

Teams

OnBase

Job description

Participant Relations and Outcomes Manager

Participant Relations and Outcomes Manager

Department:

Employment Status:

Full-time

FLSA Status:

Exempt

Reports To:

AVP of Business & Administration

Directly Supervised:

Participant Relations and Outcomes Agents and Supervisor’s

Normal Hours:

8:00 a.m. – 4:30 p.m.

Qualifications:

QUALIFICATIONS:

An example of acceptable qualifications for this position:

• Must possess a bachelor’s degree from an accredited college or university.
• Minimum of five years of supervisory experience, and five years of experience in housing or related field.
• Equivalent combinations of education and experience may be considered.

LICENSURE OR CERTIFICATION REQUIREMENTS:

N/A.

EQUIPMENT OPERATED:

The following are examples only and are not intended to be all inclusive: Calculator, computer, computer software (e.g., Microsoft Office, Microsoft Teams, Microsoft Vizio, Scyphus, OnBase, SharePoint, OnCue, Dynamics, US Bank Software, Affordablehousing.com, ADP, Adobe Reader, and other applicable computer software), mobile phone, fax machine, copier, scanner, telephone, and other standard modern business office equipment.

INHERENTLY HAZARDOUS OR PHYSICALLY DEMANDING WORKING CONDITIONS:

Employee ascends and/or descends ladders, stairs, or scaffolds; has exposure to chemical compounds found in an office environment (e.g., toner, correction fluid, etc.); is exposed to environmental conditions which may result in injury from fumes, odors, dusts, mists, gases, and/or poorly ventilated work areas; is exposed to possible injury from unclean or unsanitary conditions, electrical shock; works in or around crowds; has contact with potentially violent or emotionally distraught persons or vicious animals; has exposure to hot, cold, wet, humid, or windy weather conditions; exposure to hazardous driving conditions; has exposure to second-hand smoke; this is considered light work and the employee must demonstrate the ability to perform the physical demands required of the position in accordance with the U.S. Department of Labor’s physical demands strength ratings.

In cases of emergency, unpredictable situations, and/or department needs, may be required to lift, push, pull, and/or carry objects heavier than D.O.L. strength ratings recommend.

Job Description:

ESSENTIAL FUNCTIONS OF THE POSITION:

For purposes of 42 USC 12101:

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.

(1) Strategic Leadership and Management: 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.

(2) Organizational Goal Alignment: Align the team's activities with organizational objectives, ensuring that quality customer service and performance standards are consistently met.

(3) Workflow and Change Management: Collaborate within and across departments to adapt to changing workflows, compliance standards, and to maintain efficient practices.

(4) Cultural Leadership: Promote the organization's mission, vision, and values within the team. Foster a positive work culture and community partnerships.

(5) Project and Resource Management: Lead departmental projects and efficiently manage resources within the team.

(6) Supervisor Support and Team Development: Directly support the P.R.O. Agent Supervisor, aiding in team development, mentorship, and conflict resolution.

(7) Ensure the P.R.O. Agent team consistently achieves performance metrics, focusing on operational excellence and participant satisfaction.

(8) Maintain compliance with regulatory standards and drive departmental efficiency.

(9) Lead initiatives for team development and resource optimization.

(10) Strategic Decision-Making: Navigate high-stakes decisions impacting the HCV program and the team.

(11) Adaptive Leadership: Adapt to regulatory changes and evolving participant needs.

(12) Balancing Priorities: Manage both the strategic vision and operational needs of the team.

(13) Stakeholder Engagement: Engage with a variety of stakeholders, including senior management, government officials, and community partners.

(14) Dynamic Challenge Management: Address complex challenges and changes in the housing sector effectively.

OTHER DUTIES AND RESPONSIBILITIES:

(15) Performs other related duties as assigned.

MINIMUM ACCEPTABLE CHARACTERISTICS:

Knowledge of: interviewing; office practices and procedures; *Agency/department goals and objectives;*Agency/department policies and procedures; *workplace safety practices and procedures; *personnel rules and regulations; supervisory principles and practices; computer software; community resources and services; records management; personnel administration; office management; project management; government structure and process; public administration; government grant programs; state, federal, and local laws and/or regulations;employee training and development; local geographical area; business administration; English grammar and spelling; modern principles, practices, and techniques of Public Housing Authority management; 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; pertinent HUD regulations; federal, state, and local laws and regulations pertaining to public housing authorities; modern principles, practices, and techniques of rental property maintenance; Housing Choice Voucher and low-income housing policy and regulations; Housing Choice Voucher eligibility and rent calculation requirements, as required by HUD and Housing Quality Standard (HQS) Inspection Program; apartments & dwellings; construction.

Skill in: computer operation; use of modern office equipment; customer service; organization, planning, and time management.

Ability to:interpret a variety of instructions in written, oral, picture, or schedule form; deal with many variables and determine specific action; apply management principles to solve agency problems; define problems, collect data, establish facts, and draw valid conclusions; exercise independent judgment and discretion; understand, interpret, and apply laws, rules, or regulations to specific situations; select most qualified applicant according to specifications for referral; read, copy, and records figures accurately; add, subtract, multiply, and divide whole numbers; calculate fractions, decimals, and percentages; copy records precisely without error; complete forms; prepare correspondence; compile and prepare reports; respond to routine inquiries from public and/or officials; conduct effective interviews; communicate effectively; train or instruct others; understand a variety of written and/or verbal communications; maintain records according to established procedures; handle sensitive inquiries from and contacts with officials and general public; develop and maintain effective working relationships; resolve complaints; travel to and gain access to work site; maintain confidentiality.