Participant Relations and Outcomes (P.R.O.) 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: None

EQUIPMENT OPERATED:  The following are examples only and are not intended to be all inclusive. Computer, computer software (e.g., Microsoft Office and other applicable computer software), mobile phone, fax machine, copier, scanner, telephone, and other standard modern business office equipment; fitness equipment.

INHERENTLY HAZARDOUS OR PHYSICALLY DEMANDING WORKING CONDITIONS: 

Employee has exposure to chemical compounds found in an office environment (e.g., toner, correction fluid, etc.); works in or around crowds; has contact with potentially violent or emotionally distraught persons; 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.

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.
19. Perform 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 and 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.

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