Manager of HCV - Participant Engagement

Grade Level: M-1

Salary: $80,995 - 121,493 per year

Note: Starting pay rates are ultimately determined by the scope of the position, the candidate's relevant experience, and internal equity. New employees typically start in the lower half of range, but experts in their field may be considered for starting pay rates in the top half of the range.

Department/Location: Housing Choice Voucher / 1001 N. Washington Ave

Summary

The primary purpose of this position is to supervise an assigned team of HCV staff, ensuring that MPHA meets the HUD requirements and local regulations when assisting participants and owners. The incumbent oversees the Authority’s HCV customer service, administrative services for participant engagement, and other special initiatives as a Moving-To-Work Housing Authority.

All activities must support the Minneapolis Public Housing Authority’s ("MPHA" or "Authority") mission, vision, and values.

Essential Duties and Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties and skills may be required and assigned, as needed.

• Responsible for living out and demonstrating the Mission of MPHA and the Core Values of the HCV department - Teamwork, Compassion, Accountability, Integrity, and Communication.
• Directs the work of customer service and participant engagement staff including assigning, planning, and reviewing work, evaluating work performance, and completing performance evaluations, coordinating activities, maintaining standards, allocating personnel, selecting and training new staff, acting on employee problems, and recommending and implementing discipline.
• Oversees the successful administration of HCV’s dedicated customer service team and ensures a high performance, customer service-oriented work environment.
• Participates in the development and implementation of department policies, procedures, work processes, forms, and checklists, including revisions to the HCV Operating Procedures, Owner Manuals, and Participant Handbook.
• Oversees implementation of new participant engagement projects that expand and improve the level of service we provide to our voucher families.
• Analyzes and applies HUD’s Code of Federal Regulations and Public and Indian Housing notices ensuring that staff, families, and owners understand and comply with compliance with HUD regulations, federal, state, and local laws, and ordinances, and MPHA guidelines; that the interests of program participants are served; and that the Authority is protected.
• Coordinates and leads team in supporting HCV Operations with all HUD and City/State/Federal audits.
• Collaborates with his/her team and with the rest of the department to identify ways to organize the physical and virtual workspace for efficiency, safety, and positive engagement between each staff member and between staff and our participants.
• Facilitates HCV staff in continuous improvement efforts and shows leadership in this area by supporting their team in identifying and implementing opportunities for operational and programmatic excellence.
• Assists with preparing annual department budget request for HCV, approves and monitors expenditures under Partner Engagement oversight, and maintains funds within budget limits. Monitors timely expenditures of non-routine funds and resolves discrepancies.
• Participates in regular meetings with public officials, residents, boards, and staff from other authorities to discuss problems, programs, and plan for future activities.
• Performs audits of team performance and service levels of staff to determine participant satisfaction and cost effectiveness. Coordinates work with HCV Management and advises on new or improved methods of service delivery.
• Responds to staff inquiries, providing guidance and direction regarding HCV and inspections-related regulations, policies, and procedures.
• Assists with monthly reports to Board of Directors.
• Supports ongoing compliance with all data entry protocols.
• Pulls weekly, monthly, and quarterly reports from data management system in order to provide management and staff with status updates and to review staff workload.
• Performs other related duties as assigned.

Behavioral Competencies

MPHA expects all employees to exhibit the following behavioral skills:

Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors, and measures the needs of both internal and external customers; talks and acts with customers in mind; and recognizes working colleagues as customers.

Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; and persists despite obstacles and opposition.

Effective Communication: Employee is prepared, clear, concise, and organized in all facets of communication in order to fully establish understanding. Actively listens and understands the audience to adapt message appropriately. Communicates information with appropriate personnel in a timely manner.

Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.

Initiative: Proactively seeks solutions to resolve unexpected challenges. Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.

In addition to the above competencies, MPHA expects its leadership employees to also exhibit the following behavioral skills:

Leadership: Provides direction by clearly and effectively setting course of action for department and subordinates; and manages performance by providing regular feedback and reinforcement to subordinates.

Strategic Capability: Provides mission, sets direction and inspires others to deliver on the organizational mandate. Decisions are based on ethical and social responsible principles.

Program and Project Management: Plans, manages and evaluates specific activities in order to deliver the desired outputs.

Work Environment

This position includes an option for a voluntary hybrid telecommuting arrangement, following successful completion of the initial training program and in coordination with the supervisor. This option will be discussed during the interview process. Please note that hybrid telework arrangements are only an option when the telework location is in the State of Minnesota.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment requires a demonstrated ability to interact effectively with persons from diverse economic, social, and ethnic backgrounds, including new immigrants, limited English language proficiency clients, and clients with a variety of mental health issues and other disabilities.

Office environment. The noise level in the work environment is usually moderate.

Education and/or Experience

Bachelor’s Degree in public administration, business administration, social work, or a related field and a minimum of five (5) years of experience in public and/or assisted housing or customer service, including a minimum of two (2) years in a supervisory capacity. An equivalent combination of education and experience may be considered.

Must possess, or have the ability, to obtain an HCV Management Certification, within established guidelines by HUD and MPHA.

Some positions may require possession of a valid driver’s license. Those positions may also require use of a personal vehicle and evidence of individual automobile insurance coverage, or the ability to be insurable under the Authority’s automobile insurance plan at the standard rate. Must pass a criminal history background check.

Technical Skills

To perform this job successfully, the employee should have strong computer skills, experience with Yardi or similar software, and MS Word, Excel, and Outlook. Must have the ability to learn other computer software programs as required by assigned tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; reaching and grasping; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to exchange information in person, in writing, and via telephone. The employee must occasionally transport up to 25 pounds.

Benefits

The Minneapolis Public Housing Authority also offers an excellent benefits package that includes: Medical and Dental Insurance; Retirement plan; 457 deferred compensation plan; Group term life insurance (and optional term life insurance plans for family members); Long term disability insurance; paid sick leave; paid vacation leave; 12 paid holidays per year; tuition reimbursement program.