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Summary: Primary responsibilities include providing support to the HCEC Director and HCEC team through overseeing of all initial client triages, advising clients on benefits programs and application processes, gather requirements for applications and assigning of cases to assessment specialist staff. Responsibilities include supervising HCEC Intake Specialists, I&R Specialist. Responsible for weekly case review, determine file closure and processing RAFT appeals. Ensure HCEC compliance with E2E/HAPPY data requirements for provision of all homelessness prevention grants.

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:

+ Recruit, manage, develop and evaluate staff by providing timely mentoring, training and performance management. Complete required paperwork in accordance with company policy.

+ Supervise and support Intake Specialists and Information & Referral Specialist with front door referrals, either in person, by phone and/or by email.

+ Manage, develop and evaluate intake staff by providing timely mentoring, training and performance management. Complete required paperwork in accordance with company policy.

+ Oversee HCEC front desk operations; perform triage with walk-in clients to provide I&R problem solving, as well as to determine eligibility for homelessness prevention grants.

+ Responsible for assigning cases and managing Intake Specialist team; maintaining expected EOHLC’s processing time.

+ Provide ongoing support to Intake Specialists to ensure completion of files, compliance to programs’ rules and guidance and file submission;

+ Work collaboratively with Intake Specialists and I&R Specialist to streamline the volume of new applicants, organize documents received and assign new cases to the appropriate program.

+ Work collaboratively with RAFT Assessment Manager to ensure completion of pending files, compliance to programs’ rules and guidance, and file submission within expected timeline.

+ Maintain internal tracking sheets for client triaging and assignment of cases for homelessness prevention grants such as FEMA, RAFT, etc.

+ Lead Intake Specialist huddles

+ Run and submit HCEC reports, which includes: Daily Dashboard, Weekly COVID, Monthly/Quarterly HCEC Data reports.

+ Coach HCEC Intake team on client and landlord disputes, providing support on de-escalating situations as well as negotiations.

+ Continuously work towards improving existing processes and protocols, division of labor, ensure compliance and data collection for HAPPY, CMS and CSBG.

+ Work collaboratively with internal departments to connect clients to additional resources and share program updates with other management staff.

+ 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.

+ Other duties as assigned.

Knowledge and Skill Requirements:

+ Bachelor’s Degree; Associate’s degree with three years of direct-care/social service experience; or five years of direct-care/social service experience.

+ Strong attention to detail

+ Experience in providing training or presentations

+ Experience in conflict resolution

+ Strong oral and written communication skills in English; bilingual in either Spanish or Portuguese strongly preferred

+ Working knowledge of Microsoft Office applications, Internet search, and E-mail

+ Minimum of one year experience working in an HCEC, or other I&R program, or processing files for homelessness prevention grants

+ Experience providing services to low-income consumers

Organizational Relationship: Directly reports to HCEC Program Director. Direct reports to this position are Intake Specialists, I&R Specialist, Intake temp staff.

Physical Requirement: Ability to lift a maximum of 25lbs. Ability to drive.

Working Conditions: As part of the responsibilities of this position, the Housing Consumer Education Center Program Supervisor 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 Program Supervisor position is eligible to work from home ENTER PERCENTAGE of the week in scheduling coordination with the department manager.

We are an equal opportunity employer committed to diversity in the workplace

9am-5pm ; Monday-Friday

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