Director, Housing Consumer Education Center

Summary: Responsible for overall management and day-to-day operations of the Housing Consumer Education Center Department, which consists of the Housing Consumer Education Center (HCEC) and Rental Assistance for Families in Transition (RAFT) programs. Oversee two dynamic programs by supporting staff, building community partnerships, and collaborating across programs internally.  Participate as part of the Housing Assistance Programs Division team to improve communication and coordination of services that assist clients in their quest to maintain or obtain permanent housing. 

Why Work for SMOC?

• Paid Time Off: All full-time employees can accrue up to 3 weeks of vacation, and 2 weeks of sick time and are eligible for 12 paid holidays during their first year of employment.
• Employer-paid Life Insurance & AD&D and Long-Term Disability for full-time employees.
• Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer cost-sharing program, Dental Plans with Orthodontic Coverage, and EyeMed Vision Insurance available to full-time employees.
• 403(B) Retirement Plan with a company match starting on day one for all full-time and part-time employees.
• Additional voluntary benefits including; Term and Whole Life Insurance, Accident Insurance, Critical Illness, Hospital indemnity, and Short-Term Disability.
• Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.

Primary Responsibilities:

• Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
• Attend & participate in team meetings as requested and communicate effectively with clients and staff in other areas.
• Maintain confidentiality of client, employee and agency information in accordance with federal and state laws and funder requirements.
• Ensure compliance with program/department, agency and/or funder requirements, as well as, SMOC policies & procedures.
• Oversee HCEC and RAFT program operations including staffing levels, coverage, service delivery, and day-to day program administration ensuring all aspects of client services are being provided effectively and efficiently.
• Strategize with program staff and senior management on providing a high level of customer service in order to assist clients with questions and concerns, minimize delays, and connect clients to needed services as promptly and efficiently as possible.
• Collaborate with other SMOC managers and directors to ensure coverage, training, and support for first floor reception areas.
• Develop relationships and cross-collaborate with other SMOC program managers and staff that intersect with HCEC and RAFT programs.
• Handle escalated and/or complicated client issues and communicate back to appropriate staff when needed.
• Oversee the development and implementation of community outreach to individuals and with organizations.  Strong track record of building and maintaining community partnerships strongly preferred.
• Prior experience with managing programs, especially managing multiple programs simultaneously, and participating in strategic planning, goal setting, and monitoring progress.
• Develop and maintain positive professional relationships with external funders and program partners.
• Lead and manage all aspects of HCEC workshops including developing presentations, scheduling workshops, advertising/outreach, facilitating, coordinating with HCEC staff; well developed public speaking and presenting skills highly preferred.
• Support the HCEC Homeownership Coordinator in developing and maintaining relationships with financial partners and facilitation of related workshops.
• Communicate regularly and timely with Division Director on program service delivery, program trends, issues, and concerns.  Work together to problem-solve, improve workflows, enhance procedures, and implement program initiatives.  
• Work with Director of Compliance on program reporting, QC, client issues, and documentation of workflows and internal policies.
• Participate in internal and external program audits and file reviews with funders, implement and monitor quality control measures, regularly monitor program and staff activities.
• Oversee the data entry, reporting, and QC processes regarding documentation in program databases (E2E, HAPPY, CMS) to ensure it’s up-to-date and in line with program specifications.
• Monitor fiscal activities of the department including program budgets, financial goals, and ensuring program operations are within budget in collaboration with Division Analyst and senior management.
• Stay knowledgeable and up-to-date on program contracts, administration plans, guidance, requirements, and regulations set by federal, state, and local funders, including grant funders.
• Work with RAFT Manager and HCEC Supervisor to establish and monitor staff performance and program metrics.
• Recruit, manage, develop and evaluate staff by providing timely mentoring, training and performance management.  Complete required paperwork in accordance with company policy.
• Facilitate regular team meetings activities that foster communication and collaboration, share information, and support staff.
• Other duties as assigned. 

Knowledge and Skill Requirements:

• Bachelor’s Degree in social services discipline, Master's Degree preferred
• Minimum of two years supervisory experience with at least four years providing services to low-income and/or culturally diverse consumers
• Strong knowledge of landlord/tenant and homebuyer issues preferred
• Strong oral and written communication skills in English; bilingual skills a plus
• Working knowledge of Microsoft Office applications, database applications, PowerPoint presentations, Internet search, and email
• Excellent organizational and interpersonal skills required
• Valid Driver’s license, reliable vehicle and evidence of insurability
• Flexibility in schedule

Organizational Relationship: 

• Directly reports to Division Director Housing Assistance Programs.
• Direct reports of this position are Program Supervisor HCEC, RAFT Manager, Program Coordinator Housing Stabilization, Program Coordinator Homeownership Education, and Program Supervisor for the Marlborough Resource Center
• Indirect reports of this position are Housing Search Coordinator, Housing Counselor, I&R Specialists, Intake Specialists, Assessment Specialists, and Data Entry Administrator

Physical Requirement:

• Must be able to travel across the state via personal vehicle
• Must be able to sit or stand for a prolonged period
• Must be able to operate a computer and complete extensive paperwork
• Must be able to ascend/descend stairs

Working Conditions: Travel within Massachusetts required. Meetings may be located in across the state and require reliable transportation to access these meetings. As part of the responsibilities of this position, the HCEC Program Director will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required.

Remote Work Option: Remote work is permissible in some positions at SMOC depending on the key functions and responsibilities. The Director, HCEC position is eligible to work from home 0-40% of the week in scheduling coordination with the department manager.

Salary : $65,000 - $70,000