Participant Relations & Operations Supervisor

QUALIFICATIONS: An example of acceptable qualifications for this position:

Must possess a Bachelor’s degree from an accredited college or university in Business Administration, Sociology,

Public Administration, or a related field.

LICENSURE OR CERTIFICATION REQUIREMENTS:

N/A

EQUIPMENT OPERATED: 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, Affordablehousing.com, ADP, Adobe Reader, and

other applicable computer software), mobile phone, fax machine, copier, scanner, telephone, and other standard

modern business office equipment.

INHERENTLY HAZARDOUS OR PHYSICALLY DEMANDING WORKING CONDITIONS:

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.

JOB DESCRIPTION AND WORKER CHARACTERISTICS:

JOB DUTIES in order of importance

ESSENTIAL FUNCTIONS OF THE POSITION: For purposes of 42 USC 12101:

The Participant Relations and Outcomes (P.R.O.) Agent Supervisor plays a critical role in leading and supporting the

team of Participant Relations and Outcomes (P.R.O.) Agents within the Housing Choice Voucher (HCV) program. This

position is pivotal in ensuring the agents effectively manage participant relations and achieve desired outcomes. The

supervisor will be responsible for the strategic oversight of the team, focusing on maintaining high performance

metrics, compliance with HUD and CMHA regulations, and excellence in participant service.

(1) Leadership and Team Management: Supervise, mentor, and develop the P.R.O. Agents, ensuring

comprehensive knowledge and effective execution of all aspects of the HCV program.

(2) Performance Management: Oversee the team’s adherence to established performance metrics, focusing

on accuracy and efficiency in participant relations and outcomes.

(3) Quality Assurance and Compliance: Ensure strict compliance with HUD and CMHA regulations,

maintaining high standards of service delivery and documentation accuracy.

(4) Training and Professional Development: Implement ongoing training and development programs to

enhance team skills and knowledge in the HCV program.

(5) Operational Efficiency: Develop strategies to enhance operational efficiency and service quality, adopting

innovative approaches to improve program delivery.

(6) Customer Service Excellence: Uphold exemplary customer service standards, managing participant

feedback and concerns effectively.

(7) Reporting and Compliance: Manage thorough audit preparations, respond to findings, and maintain

accurate reporting on team activities and outcomes.

(8) Conflict Resolution: Provide expert guidance and support in resolving complex issues, ensuring effective

problem resolution within the team and in external interactions.

(9) Strategic Input: Contribute to the strategic development of the HCV program, aligning team operations with

organizational goals.

(10) High-Stakes Decision Making: The P.R.O. Agent Supervisor is often required to make crucial decisions

under pressure, balancing the needs of participants, program requirements, and organizational goals.

(11) Time-Sensitive Tasks: Overseeing time-sensitive processes and ensuring that the P.R.O. Agents meet

all deadlines without compromising the quality of work.

(12) Complex Problem Solving: Regularly faced with complex issues requiring nuanced problem-solving

skills, often under time constraints.

(13) Navigating Regulatory Changes: Staying abreast of and adapting to frequent changes in HUD and

CMHA regulations, ensuring the team swiftly adjusts to new requirements.

(14) Managing Diverse Team Dynamics: Handling a diverse team with varying needs, ensuring all team

members are supported, engaged, and productive.

(15) Balancing Multiple Responsibilities: Juggling multiple responsibilities, including operational management,

team supervision, and strategic planning, often simultaneously.

(16) Consistently ensure the team meets or exceeds performance metrics related to checklist completion,

accuracy, and participant satisfaction.

(17) Maintain compliance with all relevant regulations and policies.

(18) Successfully implement strategies for team efficiency, customer service excellence, and program

improvement.

OTHER DUTIES AND RESPONSIBILITIES:

5% (8) Performs other related duties as assigned.

MINIMUM ACCEPTABLE CHARACTERISTICS: (*indicates developed after employment)

Knowledge of: interviewing; office practices and procedures; *Agency/department goals and objectives;

*Agency/department policies and procedures; *workplace safety practices and procedures; *personnel rules and

regulations; supervisory principles and practices; computer software; community resources and services; records

management; personnel administration; office management; project management; government structure and

process; public administration; government grant programs; state, federal, and local laws and/or regulations;

employee training and development; local geographical area; business administration; English grammar and

spelling; modern principles, practices, and techniques of Public Housing Authority management; the relationship

of Public Housing Authority’s to other federal, state, and local jurisdictions and their abilities to provide funds or

other support to the Authority; pertinent HUD regulations; federal, state, and local laws and regulations pertaining

to public housing authorities; modern principles, practices, and techniques of rental property maintenance;

Housing Choice Voucher and low-income housing policy and regulations; Housing Choice Voucher eligibility

and rent calculation requirements, as required by HUD and Housing Quality Standard (HQS) Inspection Program;

apartments & dwellings; construction.

Skill in: computer operation; use of modern office equipment; customer service; organization, planning, and

time management.

Ability to: interpret a variety of instructions in written, oral, picture, or schedule form; deal with many variables

and determine specific action; apply management principles to solve agency problems; define problems, collect

data, establish facts, and draw valid conclusions; exercise independent judgment and discretion; understand,

interpret, and apply laws, rules, or regulations to specific situations; select most qualified applicant according to

specifications for referral; read, copy, and records figures accurately; add, subtract, multiply, and divide whole

numbers; calculate fractions, decimals, and percentages; copy records precisely without error; complete forms;

prepare correspondence; compile and prepare reports; respond to routine inquiries from public and/or officials;

conduct effective interviews; communicate effectively; train or instruct others; understand a variety of written

and/or verbal communications; maintain records according to established procedures; handle sensitive inquiries

from and contacts with officials and general public; develop and maintain effective working relationships; resolve

complaints; travel to and gain access to work site; maintain confidentiality.

POSITIONS DIRECTLY SUPERVISED:

P.R.O Agents