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Resident Services Operations Analyst
4 months ago
Posted On:
Closing On: Tuesday, 7th May 2024
Wednesday, 7th August 2024
Department: Resident Services
Location: Kensington
HOC Main Office
10400 Detrick Ave., Kensington
Job Type:
Full Time
Education: 4 Year Degree
Pay Rate: Grade 22; Salary Range $60,690 to $99,980 | Salary determined by departmental budget- Offer commensurate with experience
Job Description:
HOC’s Resident Services Department strives to enhance the lives of HOC customers by coordinating and implementing a vast array of high-quality programs, services, and resources. Through collaborative partnerships with Montgomery County, the federal government, and various community-based organizations, Resident Services is able to offer comprehensive service coordination, impactful resident programs, and robust supportive housing services to individuals and families who reside in HOC owned-managed properties or receive HOC housing subsidies, as well as applicants on HOC’s waitlist.
The Resident Services Operations Analyst will serve as a valuable contributor to the Resident Services team with a focus on performance management, reporting, data management, compliance, and budget oversight under the direction of the Vice President of Resident Services.
Note: This is a hybrid position. Employees are eligible to work remotely two days a week once the 6-month probation period has been successfully completed.
Job Duties:
Performance Monitoring and Reporting
- Co-develop departmental performance indicators, scorecards and dashboards related to service quality and quantity.
- Work with relevant cross-departmental colleagues to identify methods to collect, validate, and analyze information related to staff’s effort and outcomes.
- Identify performance gaps and make recommendations for improvement.
- Prepare documents such as reports and presentations for senior management and other stakeholders.
Data Management and Compliance
- Oversee the department’s database systems including Yardi and Assessforce.
- Apply a range of data analysis techniques to identify trends and patterns across a range of factors.
- Assess various existing data entry processes and forms; make recommendations to streamline data collection, storage, and reporting processes.
- Train and assist staff with data entry and reporting.
- Develop and maintain data management protocols and procedures; conduct regular audits and quality checks to ensure data integrity and accuracy.
- Perform internal audits of files, systems, and records to ensure adherence to established standards.
Budget Tracking and Oversight
- Manage the preparation and submission of the department’s annual budget in coordination with the Vice President of Resident Services, Resident Services management staff, and HOC’s Finance Department.
- Conduct regular reviews of the department’s expenditures to ensure spending aligns with the purpose and scope of the designated budget.
- Track, collect and validate back up documents related to the use of agency credit cards and the purchase of gift cards.
Minimum Qualifications
Experience: Three (3) years of experience in data analytics, project management, and/or performance management preferably in a social services setting.
Education: Graduation from an accredited college or university with a degree in Public Administration, Business Administration, Sociology, Psychology or a related field. An equivalent combination of education and experience may be accepted.
Knowledge, Skills and Abilities:
- Strong interpersonal skills, cultural humility, and the ability to engage sensitively and constructively with department and agency leadership is essential.
- Excellent oral and written communication skills.
- Ability to work independently, meet deadlines, and exercise good judgment.
- Keen attention to details.
- Knowledge of Microsoft Excel, Word, and PowerPoint or comparable tools.
- Proficiency in using software and data analysis tools to extract meaningful insights.
- Ability to use data visualization tools to translate human service data into comprehensible visual representations, aiding in communication and decision-making.
- Deep understanding of ethical considerations surrounding sensitive human service data, including confidentiality, informed consent, and the responsible use of data.
- Understanding of budgets and tracking expenses.
Preferred Skills:
HOC is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. HOC promotes a drug-free workplace.
HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.
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