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 give years of experience in housing or related field. Equivalent combinations of education and experience may be considered.
LICENSURE OR CERTIFICATION REQUIREMENTS: None
EQUIPMENT OPERATED: The following are examples only and are not intended to be all inclusive. Computer, computer software (e.g., Microsoft Office and other applicable computer software), mobile phone, fax machine, copier, scanner, telephone, and other standard modern business office equipment; fitness equipment.
INHERENTLY HAZARDOUS OR PHYSICALLY DEMANDING WORKING CONDITIONS:
Employee has exposure to chemical compounds found in an office environment (e.g., toner, correction fluid, etc.); works in or around crowds; has contact with potentially violent or emotionally distraught persons; 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.
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:
5% (8) Performs other
related duties as assigned.
MINIMUM
ACCEPTABLE CHARACTERISTICS:
(*indicates developed after employment)
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.