Summary

Essential Duties and Responsibilities

• Provides leadership and subject matter expertise to all assigned team members; participating in employee selection, coaching and development, monitoring workloads and redistributing work as necessary, actively participates in team meetings, process improvement initiatives and other special projects; provides assistance to Housing Services Administrators on complex or escalated client issues.
• Collects data, reviews reports and analyzes metrics to identify issues and trends specific to assigned functions; produces regular and ad-hoc reports regarding performance; troubleshoots special problems and provides recommendations for resolving disputes.
• Provides on-the-job training for all new team members, and models exceptional customer focus and commitment for Housing Services Management team; serves as resource on operations and procedures for Client Services Managers. Works closely with Human Resources training to coordinate the sharing of best practices and identify opportunities for ongoing performance and reinforcement training.
• Responsible for implementation of all revised work processes and procedures within the Housing Services Administration group; coordinates the development of implementation plans, processes and procedures in accordance with the Standard Operation Procedures manual.
• Responsible for timely and accurate follow-up to complete tasks; opens, reviews and acts upon all mail, telephone and electronic inquiries within established timelines; uses only agency-approved forms, letters and correspondence; assures that all correspondences issued are the correct and most recent versions.
• Interfaces directly with program participants and/or property owners as needed to conduct interviews; collects paperwork, conducts termination hearings.

Education / Experience

• Bachelor’s Degree
• 4 years’ experience with public housing programs
• 2 years’ experience leading teams

• Ability to analyze and interpret data, documents, information and publications.
• Demonstrated ability to use critical thinking to solve problems.
• Ability to manage competing priorities while maintaining high quality service standards and accuracy.
• Advanced math skills to calculate financial eligibility, complete financial forms, develop reports and understand statistical data
• Functional proficiency in use of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and Sharepoint.
• Superior interpersonal, written and verbal communication skills and the ability to influence, interview and negotiate to forge positive relationships with clients, co-workers and colleagues.
• Excellent presentation and public speaking skills and the ability to share information effectively to diverse groups.
• Knowledge of Atlanta Housing Authority, Housing Choice Voucher Program and/or HUD section 8 programs preferred.

• Works in an office environment. May require frequent bending, stooping, reaching and prolonged sitting. May require regular lifting usually not exceeding 20 lbs