Program Supervisor, HCEC

Job Description

Job Description

Summary: Primary responsibilities include HCEC program operations and staff management across multiple positions: Intake, Housing Search, Housing Navigator, Info & Referral, and Data Entry ensuring timely response to requests, accurate and thorough answers, referrals to internal and external programs, and accurate data collection and entry. This role will also be integral in the department’s community outreach and relations strategy. This work will include building partnerships and referral pathways, educating providers on HCEC and SMOC services, collaborating on serving the needs of shared clients, and representing SMOC at events. The HCEC Supervisor will also ensure staff are aware of the various programs and services available to clients, manage caseloads, assist with escalated clients, and collaborate with internal departments.

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:

• Supervise and support HCEC staff connecting clients to HCEC services, referrals to internal SMOC programs, and referrals to external community programs.
• Work closely with HCEC Director on outreach strategy to community partners, develop relationships with external organizations, attend meetings off-site, and educate internal HCEC staff on community programs that support clients.
• Conduct HCEC workshops in person and virtually, on-site at SMOC and in the community.
• Work to evaluate, improve, develop, and create engaging workshops that support community members and providers with housing needs.
• Manage referral channels (walk-ins, emails, phone calls, internal referrals from other programs, etc.) are managed and responded to timely and accurately.
• Mentor and build a culture of compassion and high-quality customer service, developing empathy, and motivating staff to support client needs.
• Oversee and support HCEC front desk operations; intake assessments, triage with walk-in clients, problem solving, and de-escalation.
• Oversee data entry into CMS system and pulling service and outcome reports.
• Continuously work towards improving existing processes and workflows on HCEC service workloads, compliance, accurate data collection, and customer services.
• 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 a plus.
• Two years of direct-care/social service experience required.
• 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.
• Experience providing services to low-income consumers.

Organizational Relationship: Directly reports to HCEC Director. Direct reports to this position are Intake Specialists, I&R Specialists, Housing Resource Navigator, Housing Search Coordinator, and Data Entry Specialist.

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.

Hybrid Work Option: Hybrid 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 0-20% of the week in scheduling coordination with the department manager.

Monday through Friday: 9:00AM - 5:00PM. Includes a 1-hour unpaid lunch break.
35 Hours per week.