16 Jun Quality Control Lead Specialist
- Metro Housing Boston (formerly Metropolitan Boston Housing Partnership) is a leading nonprofit dedicated to connecting the residents of Greater Boston with safe, decent homes they can afford. Metro Housing empowers families and individuals to move along the continuum from homelessness to housing stability. Serving more than 25,000 households annually, we work seamlessly to bridge the gaps among government, nonprofits, and corporations to continually increase our impact. With more than 30 years’ experience piloting and implementing housing programs, we have solidified our position as an industry-leading expert on navigating the affordable housing field.
Metro Housing|Boston’s mission: “We mobilize wide-ranging resources to provide innovative and personalized services that lead families and individuals to housing stability, economic security and an improved quality of life.”
Lead Specialists will serve as team leaders within a Leased Housing program area, providing guidance, support and coaching on program rules and requirements to other team members. Lead Specialists will assist Managers and senior staff in monitoring activities and conducting quality control reviews of staff in their respective units. The position will also support staff on special projects and initiatives, such as changes in software, new reporting tools and changes in protocols.
Additionally, the duties of the position include a wide range of activities related to the rental assistance programs administered by Metro Housing, including but not limited to admissions, leasing and moves, special programs, the project based program, portability, continued occupancy, compliance, data and reporting and/or inspections. Lead Specialists may perform admissions, recertifications, interim recertifications, continued occupancy transactions, inspections as well as deal with applicant, participant and landlord issues. Lead Leasing Specialists will frequently be required to use independent judgment in making recommendations and decisions.
Manager within Leased Housing or Inspections, Owner Services and Systems
Responsibilities May Include:
The statements below are intended to describe the general nature and scope of the work performed by all Lead Specialists. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.
- Understands and applies HUD regulations, MTW policies and Metro Boston procedures;
- Answers telephone calls and communicates with applicants, participants, landlords/owners and co-workers in a manner that is courteous and professional;
- Prepares and transmits applicable correspondence to clients;
- Responds timely to requests and inquiries from customers and staff, by phone, in person and by written communications;
- Determines customer needs and provides the information or assistance required to satisfy the customer needs;
- Enters correct information and completes accurate and timely 50058s for submission to HUD;
- Completes data entry for all transactions into housing software;
- Prepares and submits required reports;
- Maintains letters, documents and transaction materials in client files per the file organization protocol;
- Notifies program applicants, participants and owners in a timely manner of the results of program transactions;
- Keeps supervisor informed of issues as needed;
- Communicates with other leased housing staff on the progress and status of program transactions;
- Attends meetings and trainings;
- Under supervision and direction of the applicable Manager, provides oversight and monitoring of activities of staff within their unit;
- Assists with oversight of special projects to support the goals and objectives of the department; and,
- Conducts quality control reviews of the transactions completed by staff within their unit, which will include, but is not limited to, file reviews.
- Performs other duties as needed.
- Conducts targeted, comprehensive quality control monitoring on transactions for all Leased Housing Programs, including but not limited to the following programs:
- MTW Housing Choice Vouchers, both mobile and project based
- Special Housing Choice Vouchers, i.e. VASH and Mainstream
- Massachusetts Rental Assistance Voucher Program, both mobile and project based
- Continuum of Care
- Specifically completes additional audits for Program Specialists identified as potentially not meeting established performance measures, and large-scale, comprehensive audits on Program Specialists confirmed to not be meeting performance standards;
- Completes comprehensive audits on all transactions performed by Program Specialists during the first 60-90 days of their assuming an active caseload;
- Meets monthly with every Program Specialist to review their audit results and offer feedback/guidance on correcting audit findings;
- Tracks all files reviewed in the DHCD Quality Control Monitor to ensure corrective actions are closed out;
- Assesses overall performance and processes based on QC review results
- Identifies systemic areas of concern based on QC results and escalates programmatic issues to the Data/Quality Control Manager;
- Makes recommendations to the Data/Quality Control Manager around potentially addressing areas of concern at the individual level with a Program Specialist’s manager;
- Provides training and guidance to Program Specialists as needed/requested;
- Audits a sample of the Quality Control Specialist’s completed audits on a monthly basis to ensure consistency and accuracy in audits;
- Develops recommendations for improving agency performance;
- Bachelor’s degree;
- Two (2) years of experience working in Public Housing, Housing Choice Voucher, or other Federal housing programs preferred;
- Knowledge of HUD policies, and other Federal, state and local laws, rules and regulations related to low income housing and policies;
- Knowledge of general office practices and procedures and basic mathematics;
- Ability to understand and implement HUD regulations and DHCD and Metro Boston policies and procedures;
- Excellent communication and interpersonal skills. Ability to communicate with and relate to persons of diverse backgrounds and abilities and to establish and maintain effective working relationships with participants, landlords and other employees;
- Ability to complete complex and detailed tasks in a timely manner;
- Ability to plan and prioritize duties;
- Strong written and verbal communication skills;
- Accuracy in making mathematical calculations;
- Strong analytical and problem solving skills;
- Positive approach to work with strong interpersonal and negotiation skills;
- Ability to work independently within a busy and diverse team setting;
- Strong computer literacy skills; working knowledge of Microsoft Office, specifically Word and Excel; and
- Experience using computer software to organize, store, and analyze data.
- Ability to exercise good judgment
- Strong time management skills with the ability to handle large caseloads and high volume of work in a busy, fast paced environment.
- Ability to multi-task handling several tasks at once, anticipating and identifying problems and putting forward solutions
- Ability to handle frequent interruptions without a loss of efficiency/productivity or accuracy.
- Attention to detail in all aspect of work
- Attention to detail in all aspect of work
Preference Given To:
- Candidates with multilingual skills (verbal and written). We are seeking candidates that speak and write English and at least one of the following languages (for interpreting and translation): Vietnamese, Cape Verdean Creole, Portuguese, Cantonese, Mandarin, Toisanese, and Spanish.
- Candidates who live within two miles of Metro Housing|Boston’s headquarters at Roxbury Crossing.
Salary & Benefits
Salary: $52,500 with excellent benefits. Please see website: http://metrohousingboston.org/
This is an exempt position.