Housing Supervisor - Prevention (Los Angeles)

Job Description

Job Description

Description:

The Housing Supervisor – Prevention oversees the daily operations of HOM’s Los Angeles homelessness prevention portfolio, where HOM serves as Central Fiscal Administrator. This includes the LACAHSA RenterAid program, the Santa Monica Renter Aid program operated in partnership with The People Concern, and the PATH-led RPHP collaborative. This role provides direct supervision to a team of four to six Housing Specialists, ensuring the effective delivery of eviction prevention and emergency rental assistance in alignment with contract requirements and organizational standards. Because most referred households are in an active eviction process, this role is accountable for service levels measured in hours rather than days, for the accuracy of eligibility and cost allowability determinations across multiple funding sources and jurisdictions, and for the strength of HOM’s working relationships with referring service providers and legal service partners. The Supervisor is responsible for ensuring program compliance, supporting staff development, and cultivating strong partnerships with community stakeholders to promote client-centered, consistent, and equitable service delivery.

Primary Job Responsibilities

Program Operations and Management

• Oversee daily program activities to ensure the delivery of consistent, accurate, quality, and compliant program operations for the various housing programs.
• Monitor housing staff data entry in Padmission Journey and proper maintenance of files.
• Ensure completion of annual re-examinations in accordance with rules and regulations.
• Maintain up-to-date knowledge on funding contract terms, including performance metrics, documentation standards, and audit preparedness.
• Conduct routine quality assurance reviews of client files, financial assistance documentation, and service records to ensure data integrity and regulatory compliance.
• Monitor data entry in Padmission Journey and verify that files are maintained in accordance with program protocols and funder requirements.
• Coordinate with the Training and Development Supervisor in development of program training content to ensure compliance with contractual training requirements.
• Ensure customer service standards are met; resolve elevated concerns as necessary.
• Generate, evaluate, and analyze reports from Padmission Journey and other systems to monitor program performance, guide decision-making, and identify staff training needs.
• Represent HOM at relevant community meetings, funder trainings, or coordination calls as needed.
• Serve as a point of contact for escalating client or partner concerns and ensure resolution in a timely, professional manner.
• Remain current on industry trends and housing program regulation changes.
• Provide support and assist with coverage as needed to maintain exceptional customer service.
• Promote a culture of customer service and equity across all program interactions.
• Oversee daily operations across the assigned prevention portfolio, including LACAHSA RenterAid, Santa Monica Renter Aid, and the PATH Collaborative, ensuring consistent standards across programs with differing eligibility rules, jurisdictions, and reporting pathways.
• Monitor payment service level performance daily, including standard, urgent, 24-hour, and same-day requests, and intervene before a service level is missed rather than after.
• Review and approve assistance requests within delegated authority, ensuring cost allowability, correct funding source and jurisdiction coding, and absence of duplication of benefits.
• Monitor referral queue volume and aging across all programs and rebalance assignments as intake volume shifts between partners.
• Serve as the approval authority for negotiated eviction resolutions within delegated limits and verify that written confirmation of terms is obtained before payment release.

Homelessness Prevention Program Oversight

• Maintain expert working knowledge of California and Los Angeles County eviction procedure, including 3-Day Notices to Pay Rent or Quit and other notices to quit, Summons and Complaint for Unlawful Detainer, Sheriff’s Department Notices to Vacate, and illegal lockouts, and ensure staff apply that knowledge consistently in triage.
• Establish and enforce triage standards that prioritize households by eviction stage, ensuring cases with an active Unlawful Detainer, scheduled lockout, or Sheriff’s Notice to Vacate receive expedited handling.
• Monitor court dates, notice expiration dates, and lockout dates across the team’s caseload and confirm that no case is at risk of missing its deadline.
• Provide guidance and decision support to staff on complex negotiations with landlords, property managers, and their counsel to pause, dismiss, or stop an eviction through a one-time payment resolution.
• Reinforce the boundary between coordination with legal services and the provision of legal advice; HOM staff do not provide legal advice.
• Maintain current knowledge of each program’s eligibility criteria, prioritization factors, cost limits, and progressive assistance expectations, and ensure staff apply them accurately.
• Monitor the accuracy of funding source and jurisdiction allocation as Eligible Jurisdictions elect to participate, and escalate rather than permit recoding when a household’s need falls outside what its funding source allows.
• Ensure fraud prevention controls are executed consistently, including payee verification, debarment screening, ownership confirmation, and callback verification on payment account changes.

Partner, Provider, and Legal Services Coordination

• Serve as the primary escalation point for referring service providers, program leadership at partner agencies, and legal service partners on assigned prevention programs.
• Assign and maintain clear liaison coverage so that every partner agency has a named Housing Specialist point of contact and a defined backup.
• Monitor referral quality by partner, identify recurring documentation deficiencies, and address them through targeted technical assistance before escalating to the funder or prime.
• Coordinate with legal service providers, including Right to Counsel and eviction defense partners, on program-level workflow, expectations, and case escalation pathways.
• Coordinate with the prime contractor or collaborative lead on programs where HOM operates as a subcontractor, including The People Concern for Santa Monica Renter Aid and PATH for the RPHP collaborative.
• Participate in collaborative convenings, partner meetings, and system-level coordination as HOM’s operational representative for the prevention portfolio.
• Support onboarding and training of partner agency staff on HOM submission workflows, documentation standards, and eligible cost rules.

Team Structure and Caseload Management

• Directly supervise a team of four to six Housing Specialists – Prevention, with capacity to scale as Eligible Jurisdiction participation and referral volume grow.
• Assign caseloads and partner liaison responsibilities based on referral volume, program complexity, and staff experience, and rotate assignments periodically as a quality and fraud control measure.
• Monitor individual and team throughput against established benchmarks and adjust assignments to maintain service levels during volume surges.
• Coordinate coverage for planned and unplanned absences so that no partner agency and no urgent case is left without a responsive point of contact.
• Identify capacity constraints before they become service level failures and escalate to the Director of Housing with specific volume and staffing data.

Leadership and Supervision

• Model, encourage, and reinforce company culture and values.
• Assist with recruiting, hiring, and termination of housing programs department staff.
• Engage, train, and develop employees using traditional and innovative team-building techniques.
• Ensure success through regularly held employee-driven one-to-one meetings.
• Assist with professional development by guiding team members in obtaining professional certifications, staying informed and current on industry trends, changes in program rules and regulations, and other pertinent approaches to professional development.
• Provide ongoing praise and constructive feedback as appropriate.
• Encourage team members to evaluate and make suggestions for program, process, or implementation improvements.
• Engage in company vision and support objectives and key results (OKRs).
• Provide training, mentorship, and performance evaluations for housing roles.
• Foster a culture of accountability and transparency within the organization.
• Collaborate with executives and senior leadership to support housing programs related decision making across all departments.
• Promote communication and cooperation across departments to ensure processes align with organizational objectives.
• Disseminate information to teams in support of leadership vision.
• Recognize and actively manage compassion fatigue and secondary traumatic stress within a team working daily with households in active housing crisis.
• Conduct routine case reviews and coaching on eviction triage decisions, negotiation approach, and documentation quality.

Job Requirements

Essential Skills

• Demonstrated strength in leadership and management.
• Strong organizational and project management skills with the ability to handle multiple priorities.
• Working knowledge of fundamentals of emotional intelligence and application of emotional intelligence in an organizational environment.
• Demonstrated ability to recognize and manage compassion fatigue in high-demand work environments.
• Proficiency in communicating effectively with leadership, colleagues, and cross-functional teams.
• High-level interpersonal skills and ability to build relationships with various stakeholders.
• Strong sense of ownership and accountability for work processes and outcomes.
• Ability to think strategically and tactically to accomplish goals.
• Strong problem-solving skills with the ability to adapt to unexpected challenges and changing priorities.
• Proficiency in Microsoft Office 365 applications, including SharePoint, OneDrive, Teams, Planner, Outlook, Word, and Excel.
• Working knowledge of California and Los Angeles County landlord-tenant law and eviction procedure, including notice requirements, Unlawful Detainer actions, Sheriff lockouts, and tenant protections against illegal lockout.
• Demonstrated ability to coach staff through time-sensitive negotiations with landlords and their counsel and to make sound approval decisions under deadline pressure.
• Working knowledge of emergency rental assistance and homelessness prevention program design, including progressive assistance and duplication of benefits screening.
• Ability to manage concurrent programs with differing eligibility rules, funding sources, jurisdictions, and reporting pathways without allowing standards to drift between them.
• Ability to build and sustain working relationships with service provider partners, collaborative leads, and legal service organizations.

Other Requirements

• Must pass a background check with no findings that impact the ability to fulfill compliance and role responsibilities.
• This role will have access to sensitive data, including Personally Identifiable Information (PII) and Protected Health Information (PHI), and must adhere to HOM Security and Privacy Policies.
• Team Member may use or disclose PII or PHI through the course of their financial duties listed above. All use and disclosure is subject to procedures outlined in Section 1.10 of the HOM Privacy Policies.
• Must demonstrate HOM’s core competencies: Emotional Intelligence, Expertise, Ethics, and Excellence.
• Willingness to perform other duties as needed or assigned.
• Valid California driver’s license and up-to-date automobile insurance.
• Must be able to travel locally as needed for events, training, and site visits.
• Ability to lift to 30 lbs. on a regular basis.

Education and Training

• A bachelor’s degree in human services is preferred.
• Minimum of three (3) years of experience in a supervisory or leadership role.
• Experience supervising staff administering homelessness prevention, eviction prevention, or emergency rental assistance is strongly preferred.
• Experience working with legal service providers, eviction defense programs, or Right to Counsel initiatives is desirable.
• Knowledge of LACAHSA RPHP/RenterAid, jurisdiction-specific renter assistance programs, or collaborative service network structures is desirable.