Job Description
Job Description
Summary: The primary responsibility of the Senior Lead Program Representative is to support the Housing Choice Voucher staff with program regulations in accordance with the Executive Office of Housing and Livable Communities (EOHLC)’s Administrative Plan. Serve as a team leader for the Program Representatives by providing coaching, guidance and client service support as needed. Assist Program Manager, Federal Vouchers with training, supporting the team, and improving processes.
Why Work for SMOC?
- Paid Time Off: All full-time employees can accrue up to 3 weeks of vacation, and 2 weeks of sick time and are eligible for 12 paid holidays during their first year of employment.
- Employer-paid Life Insurance & AD&D and Long-Term Disability for full-time employees.
- Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer cost-sharing program, Dental Plans with Orthodontic Coverage, and EyeMed Vision Insurance available to full-time employees.
- 403(B) Retirement Plan with a company match starting on day one for all full-time and part-time employees.
- Additional voluntary benefits including; Term and Whole Life Insurance, Accident Insurance, Critical Illness, Hospital indemnity, and Short-Term Disability.
- Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.
Primary Responsibilities:
- Support and assist Program Representatives with adhering to deadlines and understanding compliance regulations, provide coaching for staff that need additional training/support
- Be available as the lead point person for day-to-day staff support and questions
- Act as back-up for meeting with walk-in clients if Program Representatives are unavailable
- Manage tenant moves and RAA transfers
- Oversee new admissions to targeted programs
- When Program Manager is taking time off, assist with staff 1:1s
- Maintain a solid understanding of the EOHLC Administrative Plan document and stay up-to-date on any changes
- Carry caseload and process recertifications, interim recertifications, and moves in a timely manner
- Respond to inquiries from tenants, advocates, third parties, staff and/or landlords by telephone, voicemail and email
- Support clients by making appropriate external and internal referrals when appropriate
- Maintain physical files for tenants organized according to the file protocol
- Attend trainings as required by SMOC, the Rental Assistance Program, DHCD and HUD
- Assist the Assistant Director, Program Director and Division Director in implementation and enforcement of the program guidance by working closely with the Program Representatives
- Respond to escalated issues from tenants and/or landlords through conflict resolution and problem solving.
- Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
- Attend & participate in team meetings as requested and communicate effectively with clients and staff in other areas.
- Maintain confidentiality of client, employee and agency information in accordance with federal and state laws and funder requirements.
- Ensure compliance with program/department, agency and/or funder requirements, as well as, SMOC policies & procedures.
- Other duties as assigned.
Knowledge and Skill Requirements:
- BS/BA or Equivalent in Human Services preferred
- Bilingual in Spanish a plus
- Strong attention to detail
- Ability to interpret and apply state and federal housing rules and regulations
- Knowledge of Windows, Outlook, Microsoft Word, Excel,
- Basic mathematics skills required to calculate rental portions
- Ability to work well in a very high volume and productivity environment
- Ability to handle potentially stressful situations and sensitivity to the needs of economically disadvantaged clientele.
- Ability to work remotely when required
- Highly skilled in multitasking
- Strong interpersonal and negotiation skills
- Strong verbal communication skills
- Experience with adhering to confidentiality requirements
- Must meet all required DHCD program certifications within 1 year
Organizational Relationship:
- Directly reports to Program Manager, Federal Vouchers
- Indirectly reports to Assistant Director, Director, and Division Director.
- Direct reports of this position are none.
- Indirect reports of this position are Program Representatives and Support Representative.
Physical Requirement:
- Mobility to use office machines
- Ability to lift up to 30 lbs
- Ability to ascend and descend stairs.
Working Conditions: As part of the responsibilities of this position, the Program Representative will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required.
Remote Work Option: Remote work is permissible in some positions at SMOC depending on the key functions and responsibilities. The Senior Lead Program Representative, RAP Federal position is eligible to work from home 20% of the week in scheduling coordination with the department manager.
Monday-Friday; 9am-5pm
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