HMIS Application Support Specialist

SUMMARY

The Homeless Management Information System (HMIS) Application Support Specialist's primary responsibility is to serve as the point of contact for all HMIS user inquiries via the HMIS support ticketing system. Inquiries may be related to compliance with HUD, HMIS Data Standards, data quality monitoring, data analysis and reporting, privacy and security questions/concerns, training, etc. This position is responsible for providing excellent customer support to over 40 organizations within the San Antonio/Bexar County Continuum of Care (CoC) who use the HMIS system to coordinate services and care for people experiencing homelessness.

The HMIS Application Support Specialist directly interacts with HMIS users to support their appropriate use of the HMIS application, including helping users handle incorrect client data, duplicate profiles, family composition updates, password resets, and troubleshooting unexpected HMIS application behavior. This position is responsible for implementing new application functionality that is developed by the HMIS application development team. The ability to work in a team environment, coordinate with other HMIS team members and program staff, and to inform customers about new functionalities is an essential part of this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide HMIS user level technical support to partner agencies and end users who enter client level data into the HMIS.
• Ensure all service requests are responded to promptly and in a professional manner.
• Manage and assign tickets to the appropriate HMIS Team Member.
• Continually update customers on the status of open tickets.
• Identify and resolve barriers to program needs related to entering data.
• Assist the HMIS Team and Continuum of Care (CoC) to ensure each contributing HMIS organization complies with HMIS Policies and Procedures and HMIS Data Quality Plan.
• Identify and report HMIS training needs.
• Monitor user activities to ensure all HMIS data is being kept confidential and secure.
• Participates in system upgrades/updates, testing and documenting system issues.
• Identify and run ticketing system trend reports.
• Continually work on system maintenance.
• Assist with quality assurance.
• This position will cross train with other positions within the HMIS department.

Additional Duties

• Other duties may be assigned.

QUALIFICATIONS

EDUCATION & EXPERIENCE

Required: High school diploma or GED equivalent

Preferred:

• Bachelor's Degree is preferred.
• Degree in social work or computer science is preferred.

KNOWLEDGE, SKILLS, & ABILITIES

• Homeless Management Information System (HMIS) knowledge is strongly preferred.
• Familiarity with Client Track from Case Worthy (HMIS Vendor) is preferred but not required
• Experience using a ticketing system such as the Solarwinds platform for support lifecycle task management (support request ticket intake, triage, documentation, and resolution)

• Attention to detail.
• Strong customer service skills required.
• Ability to multi-task and meet deadlines is essential.
• Strong proficiency with using Microsoft Office products such as, Microsoft Word, Excel, and PowerPoint.
• Excellent verbal and written communication skills are essential.
• Excellent ability to organize information, manage tasks, and use available tools to effectively contribute to team.

• Ability to express oneself effectively within groups and in one-on-one conversations with both staff and members of the Continuum of Care (CoC)
• Experience with Microsoft SQL Server development and administration for troubleshooting purposes preferred, but not required
• Working knowledge of Windows Server
• Basic understanding of Microsoft .NET / .NET Core for troubleshooting preferred, but not required

MANAGERIAL RESPONSIBILITIES

None

CERTIFICATES, LICENSES, REGISTRATIONS

No driving requirements.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Standard physical activity such as periodic standing, walking, sitting, basic motor skills to access computer files for information or simple data entry.

WORK ENVIRONMENT

Haven for Hope supports a collaborative and mission-driven work environment. This position is campus-based and requires regular on-site presence to support collaboration, partnership engagement, and organizational priorities.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.