Hybrid Director of Housing bei Friends For All Corporation

Director of Housing 

SUMMARY:

The Friends For All Corporation, the Director of Housing is responsible for overseeing permanent subsidized housing and emergency assistance programs, as well as managing the Homeless Management Information System (HMIS) to ensure compliance, efficiency, and effectiveness of the housing programs. This role includes the strategic planning, implementation, and evaluation of federally funded housing services, as well as the oversight of data collection, analysis, and reporting to support program goals and regulatory requirements. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide administrative oversight of all housing programs for Friends For All Corporation. 
• Develop and execute strategic plans to enhance housing services, improve client outcomes, and ensure program sustainability. 
• Ensure housing programs and support services for special needs populations with HIV/AIDS and other co-occurring disorders such as mental illness and alcohol and drug issues. 
• Ensure proper administration of HMIS for the housing programs.
• Ensure all housing data collection and management systems are streamlined, automated, and paperless.
• Collaborate with the City of Memphis, Housing and Community Development (HCD) as well as maintain membership with CAFTH (Community Alliance for the Homeless).
• Ensure team timely and accurate data entry and reporting of all relevant program and consumer data into CAREware, Apricot, HIMIS, and/or other reporting systems as requested by the supervisor.
• Ensure routine inspections of properties to ensure the property meets HUD standards and any other applicable standards.
• Monitor certifications and recertification of all Housing program participants.
• Foster a collaborative and supportive team environment, promoting professional development opportunities for staff.
• Develop and manage program budgets, ensuring efficient use of resources and adherence to financial guidelines.
• Complete proper, accurate, and timely documentation of services in writing and in Athena, CAREware, Evaluation Web, Redcap, Apricot, and any other database, as required.

CUSTOMER SERVICE RESPONSIBILITIES:

• Provide direct courteous, professional, and timely assistance to staff, clients, and community partners via phone, email, chat, or in person.
• Exhibit excellent verbal and written communication skills tailored to diverse customer needs.
• Demonstrate empathy and patience when interacting with customers to foster trust and loyalty.
• Use critical thinking and creativity to find effective solutions to programmatic issues and development.
• Work closely with other departments, such as Friends Clinic, EIS, Outreach, Food Pantry, Housing, Medical Case Management and Client Engagement.
• Meet or exceed providing exceptional customer service for internal and external encounters.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Regular and predictable punctuality and attendance is required
• Return all calls, emails, and texts in a timely manner.
• Participate in weekly or biweekly coaching sessions with the supervisor.
• Complete Performance Reviews and SMART GOALS
• Participate in All Staff Meetings and In-Service Days 
• May need to travel in a personal vehicle to meet staff, clients, or community partners at FFA locations or at other locations to meet the needs of the position
• Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. 

DIRECTOR LEVEL SUPERVISORY RESPONSIBILITIES:

• Provide direct supervision of all direct reports to ensure they meet all requirements.
• Identify, create, and review all needed Standard Operating Procedures (SOPs) for all department processes.  This may include collaborating with other directors or managers for up-to-date information and accuracy.  SOPs are regularly reviewed and updated.
• Ensure adherence to customer service policies and procedures to ensure a consistent and high-quality experience for patients, clients, and stakeholders.
• Ensure that staff members adhere to company policy, safety protocols, infection control practices, and ethical standards in laboratory operations.
• Complete routine quality audits to ensure timeliness and accuracy of staff completion of data into all applicable databases.
• Coordinate with internal and external audit teams to prepare documentation and materials, ensure compliance with audit requirements and standards, and facilitate smooth and efficient audit processes.
• Determine root causes of challenges that interfere with client care and staff productivity and develop recommendations for improvement.
• Implement weekly coaching sessions and professional development plans with supervised employees to meet expectations and development objectives. Provide a signed weekly written staffing sheet to the employee every week.

• Work with HR on employee relations and staff issues including recruiting, onboarding, performance management, development, and off-boarding. 
• Review and update Department Job Descriptions as needed but no less than annually
• Participate in Director meetings and trainings as required
• Maintain a professional relationship with staff and maintain confidential information
• Submit quarterly/monthly reports by the 5th day of each program quarter/month or as assigned.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• A Bachelor level degree in Social Work or a health or human services-related discipline with a minimum of five (5) years full-time experience with HUD-funded housing programs and working with people living with HIV/AIDS. Masters preferred 
• Minimum 2 Years experience supervising staff.
• Strong knowledge of HIV/AIDS, including prevention, treatment, and care strategies.
• Demonstrated experience administering HUD- and HOPWA-funded programs, including familiarity with applicable regulations and reporting requirements.
• In-depth knowledge of federal housing programs, especially HOPWA, HUD, and local Continuum of Care (CoC) systems.
• Strong understanding of housing case management models, including Housing First and harm reduction principles.
• Familiarity with fair housing laws, landlord/tenant regulations, and the Low-Income Housing Tax Credit (LIHTC) program is a plus.
• Skilled in program development, contract compliance, and budget oversight for housing-related grants.
• Competency in managing data and reporting using HMIS (Homeless Management Information System) and e-CART (HOPWA reporting tool).
• Proficiency in Microsoft Office Suite and housing database systems (e.g., HMIS, CAREWare).
• Excellent interpersonal and communication skills, with the ability to engage diverse communities.
• Proven leadership and team management abilities.
• Strong organizational and project management skills, with the ability to prioritize tasks and meet deadlines. 
• Demonstrated experience in program development, implementation, and evaluation.
• Proficiency in data analysis and reporting, with experience using data management systems (e.g., HMIS).
• Good strategic/critical thinker, self-starter, goal-oriented 
• Excellent verbal and written communication. 
• Ability to operate with purpose, urgency, and accuracy in a fast-paced, deadline-driven environment -- with particular attention to detail and organization 
• Ability to work with a diverse client population 
• Strong relationship-builder both with team and clients (internal and external) 
• Ability to follow verbal and written instructions. 
• Computer skills: ability to efficiently navigate the Internet and input data into applicable systems; familiarity with MS Office 365, especially Outlook and SharePoint, Adobe, TEAMS, and Zoom
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Maintain confidential information and adhere to all Friends For All policies and procedures regarding the sharing of financial information and Protected Health Information (PHI).  

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must have a valid State Driver’s License, provide proof of automobile insurance coverage to the employer at all times, and have an automobile to be used daily.

WORK ENVIRONMENT:

We are a mission-driven organization made up of people committed to cultivating growth and learning. We believe in providing care for all our clients while providing a welcoming, balanced environment for all our employees. By joining our team, you are joining a group of community-focused professionals who connect people with care.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  

• Must be sensitive to the culturally and racially diverse nature of clients, patients, employees, and visitors.  
• Must be able to interact with everyone in a friendly, helpful manner.  
• Embodies FFA Values:
  • Equity and Acceptance
  • Trailblazing, Creative and Fearless 
  • Joy and Fun 
  • Collaboration and Teamwork 
  • Service 
  • Awareness

ADA SPECIFICATIONS: 

Physical and cognitive demands that must be met in order to successfully complete the essential 

functions of the job. Reasonable accommodations may be made to enable individuals’ disabilities to perform the essential functions unless the accommodation would impose an undue hardship on the organization. 

• Requires ability to speak audibly and listen actively. 
• Requires ability to use computers, telephones and other office equipment. 
• Requires ability to sit for extended periods. 
• May require occasional bending and lifting up to 50 pounds. 
• May require periodic local travel. 

 OSHA CATEGORY:

This position performs tasks that may involve exposure to blood, body fluids, or tissues. Training will be provided per Standard Operating Procedure for your area of operation. All FFA employees are offered the opportunity to receive the Hepatitis B vaccination series.

COMMENTS:

This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Friends For All is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.