Assistant Program Manager

Assistant Program Manager

The Assistant Program Director provides leadership, day-to-day oversight and direction to a Department. The Assistant Program Director supports, and in the absence of the program director, is responsible for planning, development, implementation and monitoring of the assigned Housing Choice Voucher program. The incumbent is responsible for interpreting federal, state, and local regulations regarding the implementation of program, and make policy recommendations to ensure departmental compliance. Additionally, through outstanding leadership, the incumbent works toward meeting department and company performance standards and goals. Essential duties include working through the Team Supervisors; enabling them to foster a culture of customer service excellence, monitor production, conduct quality control, and ensure data integrity of transactions completed. Collaborates with Team Supervisors to ensure compliance with PHA Administrative Plan, Standard Operating Procedures, and HUD Regulations.

Operates under the direct, general supervision of the Program Director; the Assistant Program Director exercises supervision over 8-12 employees directly and 70-90 employees indirectly.

Essential Duties and Responsibilities:

• Monitor production, quality control and data integrity of transactions completed by Teams.
• Ensure Teams meet and/or exceed NMA performance standards.
• Ensure each Team's compliance with the PHA's Administrative Plan, Standard Operating Procedures and HUD regulations.
• Determine Team staffing and training needs; Coordinate and provide appropriate recruiting, training, coaching, and leadership.
• Ensure timely completion of Performance Plans, evaluations, and disciplinary actions by Supervisors.
• Monitor and approve direct staff time sheets.
• Ensure Teams provide professional and comprehensive customer service to internal and external customers.
• Evaluate procedures and processes and provide recommendations for program excellence and performance improvements.
• Promote open communication among teams, departments, and divisions.
• Provide excellent customer service to participants, owners, co-workers, clients, and vendors when required with escalated cases.
• Department and Division Strategic Planning
• Budget development, implementation monitoring
• Obtain certification in Housing Choice Voucher Specialist and Executive Management within 120 days of employment.
• Performs other duties as assigned.

Behavioral Competencies:

• Leadership: Provide lead direction on special projects or processes by clearly and effectively setting course of action; and manage efficiency of processes, materials, or programs by providing regular feedback and reinforcement to appropriate staff as required.
• Performance Excellence: Set high standards of performance; pursue aggressive goals and work hard/smart to achieve them; strive for results and success; convey a sense of urgency and bring issues to closure; and persist despite obstacles and opposition.
• Customer Service: Meet/exceed the expectations and requirements of internal and external customers; identify, understand, monitor and measure the needs of both internal and external customers; talk and act with customers in mind; and recognize working colleagues as customers.
• Effective Communication: Ensure important information is passed to those who need to know; convey necessary information clearly and effectively orally or in writing; demonstrate attention to, and convey understanding of, the comments and questions of others; and listen effectively.
• Quality: Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.
• Responsiveness and Accountability: Demonstrate a high level of conscientiousness; hold oneself personally responsible for one's own work; and do the required fair share of work.
• Integrity: Must abide by strict ethical standards, integrity, objectivity, and confidentiality when dealing with client, employee or financial information, and budget analysis and must avoid any personal conflicts of interest.

Desired Qualifications:

• Education equivalent to a four-year degree from a regionally accredited institution in Public Administration, Social Science, or a closely related field (Master's Degree preferred).
• A minimum of five years of progressively responsible work experience, with three years of supervisory experience, for a public agency, or related experience in the social service or community service field.
• PHM and HCVEM must be obtained within 120 of employment Ability to interpret and implement regulations pertaining to the program.
• Must be able to communicate effectively both orally and in writing; must possess strong computer and organizational skills required to prioritize multiple tasks, projects and demands.