CES/System Improvement Manager

Description

Job Duties

Supervise CES department staff

• Support Screening Specialists, Homeless Information Line (HIL) Operators, and Homeless Information Liaison in connecting clients to local services through information and referral, as well as through addressing barriers to maintaining or securing stable housing
• Ensure timely responses to HIL voicemails, eligibility appointment scheduling, and clarity/accuracy of information provided to callers
• Maintain a working knowledge and online listing of CoC service provider eligibility requirements and programming
• Support for all CES Department staff, which includes availability by email and phone Monday through Friday, as well as a quick response time
• Engage in biweekly supervision meetings with all direct reports

CES/system improvement administration, operations, and data management

• Oversee the collection and assessment of information about people at risk of or experiencing homelessness including basic demographic data, simple history and their medical, housing, and social services needs
• Update data in HMIS on a weekly basis to ensure that the By-Name Lists of people experiencing homelessness are accurate and timely
• Provide technical assistance and support for homeless service provider partners in how to properly interface with HMIS and the By-Name Lists of people experiencing homelessness
• Review of frequency, accuracy, and timeliness of reporting in HMIS; serve as point of contact for HMIS vendor
• Manage data reporting using the HMIS database system

Prepare and submit required reports using HMIS for state-funded homeless service programs

• Prepare monthly and quarterly system-performance reports
• Creation and implementation of necessary documentation (e.g., online referral form for RRH)
• Update HIL voicemail recording in regards to eligibility appointments (types of assistance offered based on housing/unsheltered status) and turnaround time for callbacks
• Plan and strategize for CES and other systems going forward
• Lead continual CES and other system quality improvement efforts, including collecting feedback from clients and partners
• Ensure that all clients have the proper paperwork and assessments completed
• Monitor all budget expenses and participate in budget planning
• Review and update policies and procedures as necessary that relate to HMIS, the By-Name List of people experiencing homelessness, and client case conferencing
• Run bi-weekly data quality reports in HMIS and work with HMIS users to correct data quality errors

Interdepartmental collaboration

• Attend Day Shelter and Housing Team meetings at least once a month
• Attend management team meetings
• Attend weekly all-staff meetings
• Attend semi-annual staff retreats
• Communicate messaging and language in regards to access/eligibility for intake to Day Shelter and Housing staff
• Prepare discussion items for and engage in weekly supervision meetings with the Executive Director
• Contribute to the development and refinement of procedures and protocols necessary to operating The Haven
• In the spirit of The Haven’s confidentiality policy, maintain impeccable confidentiality on matters including sensitive guest issues, staff performance issues, and donor information

CoC and other community engagement

• Work closely with the Continuum of Care lead agency (Blue Ridge Area Coalition for the Homeless, or BRACH) on projects and tasks related to systems evaluation and improvement
• Lead weekly Coordinated Entry System meetings
• Plan and prepare for biweekly Community Case Review (CCR) Meetings with BRACH
• Record CCR meeting minutes and distribute for corrections or revisions
• Communicate and coordinate with and between homeless service provider partners to ensure that action steps recorded at CCR meetings are ultimately successful
• With BRACH, prepare and present reports on progress with collective efforts to reach functional zero, as well as prepare and submit applications for funding to support such efforts
• Attend Service Provider Council meetings
• Plan and strategize with BRACH, City, and other CoC organizations for CES and other systems
• Develop working relationships with local organizations to ensure that providers in our service area are knowledgeable about the resources available locally
• Serve as Data Lead for Built for Zero, including conducting a quarterly review of collective efforts to reach functional zero of Veteran and Chronic Homelessness, and identifying areas for improvement within those efforts

Pursue and participate in professional development opportunities

• Seek out professional development opportunities relevant to role and leadership responsibilities, as well as to The Haven’s mission, and attend training assigned by supervisor
• Stay up-to-date on best practices and trends (HMIS, harm reduction, trauma-informed care, etc.)

Consistently embody the guiding values of The Haven when interacting with human beings

• Respond to human beings with radical hospitality, unconditional positive regard, and a commitment to the principles of the Housing First and Harm Reduction models
• Practice and promote antiracist, trauma-informed, person-centered, and strengths-based responses to human beings
• Communicate clearly, thoroughly, and with outcomes/solutions in mind
• Foster a culture of collaboration, mutual support, creativity, and excellence within the CES team
• Demonstrate ability and willingness to disagree constructively while options are being considered, and to then fully commit to the ultimate decision, even if it isn’t the decision you would have made
• Demonstrate belief that people are doing the best they can with what they have
• Use person first language
• Do not assume to know a person’s pronouns or racial or ethnic background
• Develop creative solutions that meet as many needs as possible

Demonstrate understanding that

• Housing is the solution to homelessness
• All humans can thrive in housing
• Humans grow, develop, and change in ways that are non-linear
• Humans are doing the best they can with the information and resources they have in the present moment
• There are many ways to reach a goal
• Each human being is the expert of their own life who knows what they need in order to meet their goals
• Behaviors perceived as challenging are often the expression of unmet needs

Skills Required

• Demonstrated success managing a department
• Knowledge of HUD Continuum of Care structure and policies
• Comfortable using electronic databases
• Compassion for all people, especially those in crisis
• Exceptional verbal and written communication skills
• Understanding of personal/professional boundaries and self-care practices and ability to consistently implement them
• Ability to improvise and adapt to changing circumstances
• Comfortable with computers and able to learn new software programs
• Reliable, punctual, detail-oriented, and organized
• Physical stamina, i.e. carrying large boxes up to 25 pounds and standing for long periods of time
• Access to reliable transportation

Work Schedule

40 hours, Monday – Friday

Additional Info