The Emergency Rental Assistance Client Services Supervisor is responsible for the daily operations and management of the housing assistance services and delivery systems within the NH Emergency Rental Assistance Program (NHERAP). The primary role is to provide leadership and direction to all staff that are responsible for providing local and immediate assistance to individuals and families seeking support while also assisting staff in processing and certifying housing assistance applications within the program. Accountable for working with Family Resource Manager in planning, implementation, monitoring and evaluation of all operations conducted through the NHERAP. The Emergency Rental Assistance Supervisor will oversee fulltime and temporary employees, participate in local networking and collaboration, partnerships and referrals, and be responsible for program and staff statistics and reporting. The Supervisor is also responsible for monitoring and tracking individualized staff performance plans, ensuring services meet and exceeded client expectations.
Received: Works under the direct supervision of the Family Resource Manager, and general supervision of the Project Innovation Director
Exercised: Provides direct supervision to NHERAP staff.
- Assists in the development of a service delivery process and then provides training and guidance to program staff on the eligibility, documentation, certification, and payments of Emergency Rental Assistance programs.
- Ensures all relevant information and documents are being accurately entered into the tracking software.
- Provides multi-program/service enrollment and referrals of clients, regardless of which program or service prompted the client to present at the center.
- Establishes and maintains policies, procedures, systems and resource/referral information for the effective operation of all components of the program.
- Updates and maintains program procedures, Microsoft Teams information and forms as directed by the Family Resource Manager.
- Coordinates office management functions for the NHERAP program including inter-program coordination, space utilization, office maintenance and repairs with facilities, and phone and office coverage;
- Assist with financial coaching of families to help them manage household income, to plan, and to save and build assets.
- Maintains current information on all NHERAP statistics and client assistance expenditures and coordinates the preparation and submission of reports as needed to the Family Resource Manager, including client and service statistics and analyses for all components;
- Assists with the hiring, supervision, bi weekly payroll and firing of staff, and provides training, supervision, and evaluations of those staff. Manages staff structure and workflow in order to meet program needs.
- Develops and maintains effective networks among area human service providers, community partners and SNHS staff to ensure a comprehensive delivery of services to clients and prevent a duplication of services;
- Assist in community and public relations efforts aimed at informing the public about housing assistance services, encouraging the full utilization of SNHS services and promoting a visible, positive image of the agency and its services;
- Serves as the first escalation point to local communities, partners and clients on all program issues, including client needs, assistance to clients, reporting, and compliance with regulations.
- Must possess a valid driver’s license and be able to travel when needed.
- Will maintain professional boundaries with all current, past, and prospective clients, and maintain the confidentiality of clients and staff, in accordance with SNHS policy and procedure.
- Abide by all SNHS Safety policies and procedures.
- Present professional and positive image as a representative of SNHS.
- Responsible for having adequate knowledge of all SNHS programs and will gather sufficient intake information to make referrals to other SNHS programs which are beneficial to the client and his/her family.
- Perform other related duties as required.
REQUIRED SKILLS AND ABILITIES:
- Proficiency in writing and oral presentation skills and experience with community/public relations.
- Established experience supervising a client service group, customer service group or administrative service team 1-3 years experience.
- Ability to relate to and communicate effectively with individuals who have limited financial resources, in order to build a trusting relationship focused around respect.
- Knowledge of local human services network in the area.
- Ability to work with families in order to identify barriers and make appropriate referrals for services.
- Experience working in the area of housing and homelessness services.
- Strong community relations skills necessary.
EDUCATION AND/OR EXPERIENCE:
- Associates degree in human services related field desired, and a Bachelor Degree preferred, Experience may be considered in lieu of education;
- Experience with employee and contract staff supervision and management.
- Experience with community collaboration, poverty-related needs, and multi-service delivery systems.
Southern New Hampshire Services is an Equal Opportunity Employer