Housing Services Supervisor

The Housing Services Supervisor oversees the daily operations of housing and homelessness programs and provides direct supervision to Housing Services staff. This position ensures services are delivered in compliance with agency policies, funding requirements, and applicable regulations while promoting high-quality, client-centered service delivery. The Housing Services Supervisor also collaborates with community partners to strengthen housing resources, coordinates warming and cooling center operations during extreme weather events, and leads the annual Point-in-Time Count.

ESSENTIAL FUNCTIONS OF THE POSITION:

The essential functions of this position require prioritizing and completing all assigned tasks in a timely and efficient manner, adjusting for changing priorities and availability of resources, and demonstrating initiative in identifying additional job-related tasks to be completed when time permits.  These duties are a representative example of position expectations.  Actual duties assigned may vary and change depending on the business needs of the department and the agency.

• Supervise, coach, and support assigned staff. Provide ongoing guidance, training, performance feedback, and accountability to ensure high-quality service delivery.
• Plan, coordinate, and oversee the daily operations of housing and homelessness programs to ensure services are delivered in accordance with agency policies, funding requirements, contracts, and applicable federal, state, and local regulations.
• Monitor staff caseloads, workloads, productivity, and service outcomes. Provide direction to ensure timely client engagement, accurate documentation, and achievement of program performance goals.
• Conduct routine audits of client case files, records, and program documentation to ensure compliance with agency standards, funding requirements, and quality assurance expectations. Provide corrective coaching and follow-up as needed.
• Oversee housing eligibility determination processes to ensure consistent application of program requirements, accurate documentation, and timely delivery of services.
• Coordinate and oversee the activation, staffing, operation, and closure of warming and cooling centers during extreme weather events. Ensure facilities operate safely, efficiently, and in compliance with agency procedures and emergency response plans.
• Collaborate with internal departments, government agencies, community organizations, landlords, and other service providers to coordinate services, strengthen partnerships, and improve access to housing resources for individuals and families.
• Lead and actively participate in the annual Point-in-Time (PIT) Count, including planning, volunteer coordination, data collection, and collaboration with community partners to support an accurate assessment of homelessness within the service area.
• Represent the agency at community meetings, coalitions, outreach events, resource fairs, and partner activities to promote agency services, strengthen community relationships, and support collaborative initiatives addressing housing instability and homelessness.
• Assist in developing, implementing, and evaluating program policies, procedures, and best practices to improve service quality, operational efficiency, and regulatory compliance.
• Prepare reports, analyze trends, and recommend operational improvements to achieve program goals and funding objectives.
• Respond to complex client situations by providing consultation, problem-solving assistance, and support to staff while ensuring services are delivered in a trauma-informed, client-centered, and equitable manner.
• Assist with program planning, resource allocation, and implementation of new initiatives to support departmental and organizational objectives.
• Ensure staff maintain accurate, timely, and complete client records within applicable information systems and comply with confidentiality requirements and data quality standards.
• Communicate in a professional, respectful and courteous manner with all employees, clients, the Board of Directors, and others with whom we may work. Contribute to a successful work group and foster a team-oriented culture through positive interactions, active listening, meaningful collaborations, and the constructive exchange of ideas.
• Drive a company vehicle in the performance of duties.  Driving will be required for travel to client homes to perform home visits, and to perform other essential functions as needed.
• Complete designated job tasks, special projects and all other duties as assigned to meet team, department and agency goals while actively demonstrating accountability, high levels of employee engagement, and responsibility for achieving desired outcomes and measurable results.

KNOWLEDGE, SKILLS & ABILITIES

Qualified candidates for this position will have relevant education and experience necessary to perform the essential functions and meet the minimum performance expectations for this position with or without an accommodation.

Knowledge

• Knowledge of principles and practices of supervision, employee coaching, performance management, staff development, and team leadership.
• Knowledge of housing and homelessness programs, including housing navigation, coordinated entry, homelessness prevention, rapid rehousing, emergency shelter, and supportive service programs.
• Knowledge of federal, state, and local regulations, funding requirements, contracts, and program compliance standards applicable to housing and homeless services.
• Knowledge of eligibility determination processes and documentation requirements for housing assistance programs.
• Knowledge of trauma-informed care, person-centered service delivery, motivational interviewing principles, crisis intervention, de-escalation techniques, and culturally responsive practices.
• Knowledge of community resources, housing systems, landlord engagement, and the network of agencies serving individuals and families experiencing housing instability or homelessness.
• Knowledge of quality assurance practices, case file auditing, records management, confidentiality requirements, and applicable privacy laws.
• Knowledge of data collection, program reporting, outcome measurement, and continuous quality improvement processes.
• Knowledge of emergency response procedures and operational considerations related to warming and cooling centers.
• Knowledge of modern office practices, business correspondence, and standard office technology and software applications.

Skills

• Strong leadership and supervisory skills, including the ability to motivate employees, establish expectations, manage performance, and foster accountability.
• Excellent coaching, mentoring, conflict resolution, and employee development skills.
• Strong organizational and project management skills with the ability to coordinate multiple priorities, deadlines, and program activities simultaneously.
• Skill in reviewing, auditing, and evaluating case files, documentation, and program compliance.
• Strong analytical and critical thinking skills to evaluate program performance, identify trends, solve problems, and recommend operational improvements.
• Excellent verbal and written communication skills, including the ability to prepare reports, policies, procedures, and professional correspondence.
• Strong interpersonal skills with the ability to build collaborative relationships with clients, staff, community partners, landlords, government agencies, and other stakeholders.
• Proficient computer skills, including Microsoft Office applications and electronic case management or Homeless Management Information System (HMIS) software.

Abilities

• Ability to effectively supervise, lead, and develop a diverse team while promoting a positive, collaborative, and accountable work environment.
• Ability to interpret and apply policies, procedures, regulations, funding requirements, and contractual obligations consistently and accurately.
• Ability to exercise sound judgment, make timely decisions, and effectively resolve complex client, personnel, and operational issues.
• Ability to maintain accurate records, analyze data, and produce timely and accurate reports.
• Ability to maintain confidentiality while handling sensitive client and employee information with professionalism and discretion.
• Ability to coordinate emergency operations, including staffing and managing warming and cooling centers during extreme weather events.
• Ability to establish and maintain productive working relationships with employees, clients, public officials, service providers, landlords, community partners, and the public.
• Ability to communicate effectively with individuals from diverse cultural, socioeconomic, and educational backgrounds using professionalism, empathy, and respect.
• Ability to analyze information, identify operational challenges, develop practical solutions, and implement process improvements.
• Ability to work independently while exercising initiative and collaborating effectively as part of a multidisciplinary team.
• Ability to prioritize competing responsibilities and adapt to changing program needs, funding requirements, and emergency situations.
• Ability to travel throughout the service area and safely operate a motor vehicle while performing assigned duties.
• Ability to actively support the agency's mission, values, and commitment to exceptional customer service, continuous improvement, employee engagement, and equitable service delivery.