Participant Relations and Outcomes Manager

Participant Relations and Outcomes Manager

Participant Relations and Outcomes Manager

Full-time

Exempt

AVP of Business & Administration

Participant Relations and Outcomes Agents and Supervisor’s

8:00 a.m. – 4:30 p.m.

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 five years of experience in housing or related field.
• Equivalent combinations of education and experience may be considered.

N/A.

The following are examples only and are not intended to be all inclusive: Calculator, computer, computer software (e.g., Microsoft Office, Microsoft Teams, Microsoft Vizio, Scyphus, OnBase, SharePoint, OnCue, Dynamics, US Bank Software, , ADP, Adobe Reader, and other applicable computer software), mobile phone, fax machine, copier, scanner, telephone, and other standard modern business office equipment.

Employee ascends and/or descends ladders, stairs, or scaffolds; has exposure to chemical compounds found in an office environment (e.g., toner, correction fluid, etc.); is exposed to environmental conditions which may result in injury from fumes, odors, dusts, mists, gases, and/or poorly ventilated work areas; is exposed to possible injury from unclean or unsanitary conditions, electrical shock; works in or around crowds;

has contact with potentially violent or emotionally distraught persons or vicious animals; has exposure to hot, cold, wet, humid, or windy weather conditions; exposure to hazardous driving conditions; has exposure to second-hand smoke; 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.

For purposes of 42 USC 12101:

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…