Lead Training and Development Specialist HS

Lead Training and Development Specialist, Homebase Program

(Non-Exempt)

ORGANIZATION

Metro Housing| Boston is a leading nonprofit dedicated to connecting the residents of Greater Boston with safe, decent homes they can afford. Metro Housing empowers families and individuals to move along the continuum from homelessness to housing stability. Serving more than 25,000 households annually, we work seamlessly to bridge the gaps among government, nonprofits, and corporations to continually increase our impact. With more than 30 years of experience piloting and implementing housing programs, we have solidified our position as an industry-leading expert in navigating affordable housing.

MISSION

“We mobilize wide-ranging resources to provide innovative and personalized services that lead families and individuals to housing stability, economic security, and an improved quality of life.”

OVERVIEW

The duties of this position include a wide range of responsibilities related to multiple aspects of the Homebase Department. The Lead Training and Development Specialist will serve as a department leader within the Homebase program area, providing guidance, support and coaching on program rules and requirements to other team members. The coordinator will assist Managers in monitoring staff activities and conducting quality control reviews of staff in their respective productivity and files. The position will also support staff on special projects and initiatives, such as any changes in software, new reporting tools and changes in protocols. The Lead Training and Development Specialist will also be responsible for attending Homebase training & events both virtually and off-site at other agencies. This is a hybrid position where you will work a minimum of two (2) days per week in the office at 1411 Tremont Street Boston, MA and be present for weekly program meeting to collaborate on training needs for the department and teams.

Hybrid work schedule may change, and you will be notified by your manager.

REPORTS TO:

Program Manager of Homebase Compliance:

RESPONSIBILITIES MAY INCLUDE:

• Create, maintain what is currently implemented, and ensure implementation of training curriculums for Homebase programs, including the Residential Assistance for Families in Transition (RAFT)

• Regularly work with the Admin Coordinators to learn about trends to adjust training

• Organize and facilitate monthly Staff Education meetings to rollout any new policies and procedure, review standing policies that have been identified as areas of concern in audits and place a renewed focus on engagement of employees.

• Develop modernized new training tools to simulate the experience of completing actual work tasks as learning tools for staff.

• Focus and facilitate the training and development of employees following their initial training to allow for growth in their role and prepare for moving upward within the agency.

• Assist with creating and maintaining regular Standard Operating Procedures for program staff use

• Conduct focused trainings tailored for program staff not meeting established benchmarks

• Responsible for attending RAFT trainings & events both virtually and off-site at other organizations/agencies.

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• Train staff to ensure they provide professional and comprehensive customer service to participants, landlords, and other customers. Answers questions that they may have on an ongoing basis in the FA Department team chat.

• Understands and applies to EOHLC regulations and Metro Housing’s policies and procedures related to all programs assigned.

• Coordinates program and policy modifications in response to changes in EOHLC; and trains all program staff on any new or revised policies or procedures, that impact operations of applicable program area.

• Enters data into software as required into various data systems (E2E, ETO, CMS, etc.)

• Collaborates with EOHLC regarding sharing of data and information.

• Provides input on case management system design and revisions to streamline processes and workflows; and prepares and submits required reports to managers and escalates program issues as needed.

• Meets and collaborates with Compliance Manager and other Program Managers to help identify areas for compliance audits and training needs for staff.

• Uses Quality Control internal audit results to support and train staff.

• Attend bi-weekly review meetings & once per month manager meetings

• Assist with onboarding and training of new staff

• Perform other general duties as needed.

• Assists with walk-ins on an as-needed basis for coverage or escalations from staff

• Assist with Homebase Landlord email inbox

QUALIFICATIONS

• Bachelor’s degree in public or business administration, social work, or a related field (preferred)

• Two (2) years’ experience working in case management and or affordable housing programs for households who are homeless or at risk of homelessness, including at a supervisory or coordinator level.

• The ability to understand and implement Federal, state and local laws, rules and regulations related to low-income housing, including Metro Housing and EOHLC policies and procedures.

• Ability to plan, schedule, assign, monitor, train, and evaluate the work of team members in a manner which will maintain a high level of productivity and morale.

• Excellent communication and interpersonal skills. Ability to communicate with and relate to persons of diverse backgrounds and abilities and to establish and maintain effective working relationships with participants, landlords and other employees alike.

• Computer literacy required, including proficiency in Microsoft Office Programs, Outlook and housing management systems such as Salesforce, ETO and CMS.

• Ability to work independently, performing relatively complex work in an accurate and timely manner without close supervision.

• Ability to multi-task handling several tasks at once, anticipating and identifying problems and putting forward positive solutions.

• Previous experience in creating training videos and screen recordings.

PREFERENCE GIVEN TO

• Candidates with multilingual skills (verbal and written). We are seeking candidates that speak and write English and at least one of the following languages (for interpreting and translation): Vietnamese, Cape Verdean Creole, Haitian Creole, Portuguese, Cantonese, Mandarin, Toisanese, and Spanish.

• Candidates who live within two miles of Metro Housing Boston's headquarters at Roxbury Crossing.

AN EQUAL-