Job Description
The Executive Office of Housing and Livable Communities (EOHLC) is seeking an Assistant Director of Field Operations for Intake Coordination (IC) in the Division of Housing Stabilization!
AGENCY MISSION:
The Executive Office of Housing and Livable Communities (EOHLC) is charged with creating more homes in Massachusetts and lowering housing costs for residents.
Formerly known as the Department of Housing and Community Development (DHCD), EOHLC works with municipalities, local housing authorities, non-profit organizations, and development partners to provide affordable housing options, financial assistance, and other support to Massachusetts communities.
OVERVIEW:
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The Assistant Director of Field Operations for Intake Coordination (IC) oversees the initial contact point for families and individuals seeking Emergency Assistance (EA) housing benefits, including emergency shelter placement and housing assistance funding. The position falls within EOHLC's Division of Housing Stabilization (DHS), and reports to a Deputy Director of Field Operations. The initial IC function within DHS Field Operations consists of both answering telephonic inquiries via the EA hotline and in-person interaction with familes and individuals applying for EA benefits directly at Field Offices co-located within Department of Transitional Assistance (DTA) offices throughout the Commonwealth. It involves answering initial queries, providing information on various EA programs and benefits, gathering relevant information from applicants necessary for other Field Operations staff to make EA eligibility determinations, and checking on the status of EA applications.
The DHS Field Operations intake coordination staff consists of Intake Coordinators (Benefits Eligibility & Referral Social Workers (BERS A/B) and Regional Intake Coordinator Supervisors (BERS D).
DUTIES AND RESPONSIBILITIES (NOT ALL INCLUSIVE):
1) Directing:
• Manages the day-to-day operations of the initial EA IC function, including maintaining satisfactory service delivery pertaining but not limited to call volume, quality control, secure data collection/input, workflow management, reporting, and measuring and analyzing reporting metrics.
• Assigns work schedules for IC staff to ensure that there is an adequate number of staff answering calls on the EA hotline at all times.
• Motivates and leads IC staff by effectively communicating individual, Field Operations and DHS goals and objectives to optimize knowledge transfer among staff and maintain transparency wherever possible.
• Identifies and oversees IC process improvements in conjunction with DHS leadership.
2) Communicating and Collaborating:
• Maintains open, timely and effective communication with IC staff, DHS leadership and other organizational colleagues.
• Works withother DHS cross-functional teams to ensure EA program success.
3) Training
• Participates with the Director of Intake & Eligibility and Deputy Directors of Field Operations in the development of a training agenda and a budget that ensures that resources are available for the IC Field Staff.
4) Policies and Procedures
• Participates in the development of policies and procedures concerning work assignment.
• Conducts performance appraisal for field office supervisors.
• Assigns work to staff.
PREFERRED QUALIFICATIONS:
1. Demonstrated ability to provide leadership and supervision for field staff responsible for effectively and efficiently delivering quality customer service within a trauma informed service delivery model.
2. Experience managing call center operations.
3. Experience working with State and Federal programs with complex regulations and policies and the demonstrated ability to develop necessary strategies for effective implementation.
4. Exceptional negotiation, conflict resolution and coaching skills.
5. Ability to manage multiple tasks simultaneously as a result of effective planning, delegation and communication.
6. Knowledge and experience in program policy and development, analysis and program evaluation including the demonstrated ability to anticipate and identify problems and develop solutions that are creative, innovative, and flexible.
7. Understanding of issues of poverty and diverse low-income populations.
8. Demonstrated ability to create collaborative partnerships with multiple stakeholders including community-based organizations, local coalitions, faith based groups, service providers and consumers.
9. Excellent verbal and written communication and reporting skills.
10. Demonstrated proficiency using Word, Excel and Outlook.
COMMENTS:
Please upload resume and cover letter.
This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days, as needed.
Various locations throughout the Commonwealth.
Salary placement is determined by years of experience and education directly related to the position and the Human Resources Division's Recruiting Guidelines. In the case of a promotional opportunity, the salary provisions of the applicable collective bargaining agreement will apply to placement within the appropriate salary range.
Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website.
PRE-OFFER PROCESS:
A background check will be completed on the recommended candidate as required by the regulations set forth by the Human Resources Division prior to the candidate being hired.
Qualifications
MINIMUM ENTRANCE REQUIREMENTS:
Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.
Substitutions:
I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.
II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.
III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.
IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Explore our Employee Benefits and Rewards!
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.