HMIS Help Desk Coordinator; COM

HMIS Help Desk Coordinator (COM
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The Department of Commerce's Housing Division engages with local governments, Tribes, and housing organizations to provide and preserve affordable housing. The Data & Performance Unit (DPU) focuses on homelessness and housing data systems. The HMIS Help Desk Coordinator supports the Homeless Management Information System (HMIS) for Washington State.

• Provide technical assistance to HMIS users via phone, ticketing system, and email, ensuring timely troubleshooting and resolution.
• Report system outages and anomalies to the HMIS team and user community.
• Conduct research and preliminary analysis of user‑reported issues, triaging unresolved issues to appropriate team members.
• Develop and maintain HMIS procedures, processes, manuals, and resources; disseminate to all users.
• Collect data and assist in evaluating HMIS Help Desk support services for continuous improvement.
• Work with Commerce IT and the HMIS software vendor to resolve system issues and ensure compliance with WaTech regulations.
• Represent the department at local, state, and regional meetings.
• Run regular reports for data quality, performance, and system usage analysis.
• Assist with system administration and configuration tasks.
• Produce technical reports for HUD and other federal and state funders, including required federal reports.
• Assist staff in decisions regarding performance and data collection for meaningful use and analysis of HMIS data.

• Four (4) years of combined experience and/or education, including:
• Professional experience administering and/or providing technical assistance to users in HMIS or a protected client data collection database.
• Education in affordable housing, human/social services, data science, data analytics, or related field. Post‑high‑school education may be substituted year for year for experience.
• Lived experience with housing instability or navigating public systems such as homeless services, foster care, criminal legal system, or behavioral health system, which can substitute for two years of formal education.

• Project Management – plans, organizes, and manages projects to achieve objectives.
• Technical Communication – translates complex information into user‑friendly language.
• Digital & Technology Proficiency – advanced proficiency with Microsoft Office Suite and web‑based applications.
• Interpersonal Communication – two‑way communication, information sharing, confidentiality, and feedback utilization.
• Accountability – meets commitments, works independently, manages change, sets personal standards.
• Customer Service – responds professionally to customer queries promptly.
• Integrity – maintains confidentiality, works honestly.
• Results Focused – sets and achieves targets, prioritizes tasks, creative problem solver.

• Experience with Homeless Management Information System (HMIS), HUD's HDX (1.0 and 2.0) systems, and Sage reporting.
• Knowledge of HMIS specifications, data standards, and reporting specifications.

• A complete online application.
• A cover letter.
• At least three professional references.

The Washington State Department of Commerce is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans, and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application, testing, or interview process may email Human Resources ources.gov.

Competitive benefits package includes medical and dental insurance, retirement and deferred compensation plans, twelve paid holidays each year, 14–25 vacation days per year (depending on length of employment), eight hours of sick leave per month (if full‑time employed), bereavement leave, an employee assistance program, and other benefits. Please see the Benefits Tab for more details.