Service Coordination Supervisor

Service Coordination Supervisor

Location:  Greenville, SC

Summary

Successfully performs work related to the direct Supervision of Resident Service Coordinators employed in the Service Coordination unit. This is a supervisory position that works under the direction and guidance of the Director of Service Coordination/Quality Assurance. Responsibilities include but are not limited to: planning, assigning, and reviewing work of service coordinators in HUD housing (case management type services). Screening and selecting applicants, and training new hires; while monitoring and implementing work related performance plans for all supervised employees. Other responsibilities include monitoring and approval of work hours, time cards, PTO request, work accountability and professional training of employees. The Supervisor will work together with the Service Coordination Units leadership team to successfully provide a cohesive and productive leadership team and meet objectives and goals set by the Vice President of the Service Unit and Director of Service Coordination/Quality Assurance and NHE organization.

I. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitor service coordinators work to ensure time management, activities and compliance through monitoring of AASC online, Swipe Clock, Grace Hill, Bamboo and Bamboo Annual Performance reviews. Utilize these existing tools to ensure employees are working to company standards set forth by the Supervisor and Senior Director of Service Coordination/Quality Assurance. Works with employees to assure these systems are used to ensure employees have the right tools to succeed
• Monitor staff performance and provide on a minimum; semi-annual reviews and feedback to employees
• Monitor staff compliance with all policies and procedures located in NHE’s Employee Handbook. Ensure employees understand their essential duties and delegated tasks set forth by the Service Coordinator job description and Supervisor 
• Updates Service Coordination Department Policy and Procedure Manual as necessary
• Performs semi-annual performance review of supervised employees, laying out job specific goals and for areas of improvement
• Act upon data provided by QA Reviews, evaluate level of Employee performance, provide education, training and professional development opportunities, and develop employee performance plans/action plans when necessary
• Ensures Requirements and Recommendations for employee performance reviews are met 
• Provides day-to-day supervision of service coordinators. Be available in-person, on the phone, or through the internet to provide consultation, guidance, direction, resource identification, problem resolution, seeking input and approval from the Senior Director of Service Coordination/Quality Assurance director and VP of Affordable when necessary
• Provides (on-boarding) orientation and training for new hires, on-going service coordinators, aides, and selects new service coordinators in collaboration with Human Resources staff. Utilize current systems in place for proper oversite, onboarding and off-boarding of all employees
• Consults with and receives guidance and direction from the Senior Director of Service Coordination/Quality Assurance Director regarding matters related to supervision and Quality Assurance. Receive complaints, resolves problems and trouble shoots complex relationships with customers and management agent/s.
• Gathers statistical information as directed/requested, participates in internal and external audits; assists with the development and implementation of corrective action plans if any shall exist
• Has authority for monitoring and managing employee conduct through performance and action plans
• Monitors and manages online timekeeping system for service coordinators. Receives and manages paid time off (PTO) requests (sick, extended, FMLA, vacation leave)
• Works with Payroll to ensure all time of supervisees are accurate and approved to meet payroll deadlines
• Works with HR to ensure all resources, supports and information are utilized and accessible to employees and employer
• Provides input to the VP of Affordable, Director of Service Coordination/Quality Assurance, Quality Assurance Associate, Director of Operations, regarding department, HUD, Industry policy and procedures, and mandated procedural changes, assisting with development and revision of internal department management policy and procedures
• Completes agreed upon agendas and conducts monthly service coordinator meetings held online
• Manages all aspects of administrative duties related to service coordinators training, travel arrangements and consult with VP of Affordable regarding budgets, annual review increases and company guideline. Maintain a working knowledge of and abide by the Industry standards of practice and company’s programs, policies, and procedures.
• Coordinates with VP of Affordable, Director of Service Coordination and Operations to determine rate of pay, and training and supply budgets
• This job description does not list all functions and tasks. Job functions may be added, deleted, or modified at any time by your management team
• Work with employees, peers, and customers to provide employee and customer satisfaction

II. KNOWLEDGE, SKILLS AND ABILITIES

In addition to the qualifications noted below, the following skills and abilities are required for the performance of the essential duties of the job.

•  Service Coordination standards of practice and principles.
• Health and social issues concerning people who are physically and/or mentally impaired. Aging issues surrounding elderly and disabled population.
• Be able to understand directives as prescribed in HUD regulatory guidance related to Service Coordination and general management.
• Be able to understand fair housing laws and tenancy laws.
• The principles and practices of effective supervision.
• Have a greater understanding of Social services, community organization partnerships, and health services.
• Develop standards of practice as needed to assist, support and guide service coordinators.
• Interpret and apply County, State, and Federal regulation.
• Effective Communication and interpersonal skills, verbally and in writing.
• Work independently and collaboratively.
• Be flexible with deadlines, projects and directions.
• Follow written and verbal instructions.
• Organizational skills and attention to detail.
• Think critically and troubleshoot complex relationships and employee concerns.
• Self-motivated and driven to contribute to the leadership team.
• Ability to direct others to achieve goals set forth by the company.
• Ability to handle multiple tasks and prioritize duties and responsibilities.
• Ability to work with technical software programs such as Adobe Acrobat, Power point, Excel and other computer programs.
• Strong ability to manage employees in a virtual office setting.
• Ability to maintain confidentiality and professionalism with employees, peers and business partners.
• Be a team player fostering collaboration within the service unit and NHE-business units.

III.  SUPERVISORY RESPONSIBILITIES

A regional supervisory position that works under general direction of VP of Affordable and the Director of Service Coordination/Quality Assurance. Position at this level have primary responsibilities of planning, assigning, and reviewing work of a group of employees, as well as selecting, training, and disciplining individual employees as needed. The responsibilities include oversight and approval of the employee's work product and coordination of multiple activities and resources including staff, supplies, equipment, funds, and/or contract resources. The decisions made significantly impact the operations and effectiveness of the organization. Quality judgment is required, both in application of established policies, goals, and objectives, and in application of concepts, plans, and strategies which may deviate from traditional methods and practices.

IV.  QUALIFICATIONS

• Ability to use Microsoft Office including Word, Excel, Outlook and Adobe
  
• Knowledge of County, State, and Federal case management regulations or ability to understand regulations
• Ability to attend out of State meetings if working remotely or offsite
• Must have a valid driver’s license or means of immediate transportation to attend meetings, events and daily activities
• Understanding of all aspects of the Service Coordination Division to assist in all areas of work when needed
• Previous supervisory experience is preferred

V.  EDUCATIONAL AND/OR EXPERIENCE

• Bachelors in Social Work, Nursing, or other Health related field and/or 4 years recent related experience; OR an equivalent combination of training, education, and work experience which demonstrates the ability to perform the duties of the position.
• Have worked with a diverse population, affordable housing and/or social services with seniors and/or disabled population.
• Experience in working with customer service, supervisory position and virtual office setting managing online systems.

VI.  LANGUAGE/MATHEMATICAL/REASONING ABILITY

Ability to generate reports and business correspondence.  Effectively present information and respond to questions from clients, customers, and the general public. Must possess the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Should be able to compute rate, ratio and percent.  Must be able to apply common sense understanding and carry out instructions furnished written and verbally.

VII.  PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and; talk or hear.  The employee frequently is required to stand, walk and sit.  The employee is occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required to manage virtual office environment.

VIII.  WORKING CONDITIONS AND ENVIRONMENT 

While performing the duties of this job, the employee primarily works indoors from the NHE, Inc. on-site property office.  The employee will regularly work in a highly mobile environment in performance of the above duties and responsibilities.  The noise level in the work environment is usually moderate.  Some travel will be required to locations occasionally and must be able to work out of office.

Should this position be remote, travel may still be required to properties or the NHE Corporate Office in Greenville, SC.  The primary work location would be remote and the duties performed remotely.

IX.  POLICIES AND PROCEDURES

The employee in this job must be knowledgeable about the company's policies and procedures as described in the company Employee Handbook.

BENEFITS

All full-time employees are eligible to participate in our benefits program.  NHE offers:

• 100% Employer Paid (Employee Only):
  • Health Insurance (HDHP)
  • Vision Insurance
  • Short-Term Disability
  • Long-Term Disability
  • Group Life Insurance

• PPO Health Insurance Plan offered
• Vision Insurance
• Short-Term Disability
• Long-Term Disability
• Group Life Insurance
• Health Savings Account (offered for HDHP plan)
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• 401k Retirement plan
• 12 Paid Holidays (includes Birthday Holiday)
• Up to 130 hours of PTO

About NHE, Inc.

As a diverse real estate management company, we appreciate the importance that professionalism, caring service and relationships have on providing quality services to residents and property owners alike. We work to provide superior service by capitalizing on our vast experience, dedicated employees and investments in technology, training and certification.

Based in Greenville, South Carolina, NHE is a leader in homeowner association management services, multi-family and apartment management solutions, and consults with owners and operators to determine best practice operations.

EOE