Job Description

Under the supervision of the HHPS Director, the Training & Quality Coordinator will be responsible for coordinating, creating, developing, and implementing Contracts policies, procedures, and tools to continuously improve quality, efficiency, and customer experience. The incumbent will guide and train the MNC Homelessness Prevention services staff in the application of Rental Assistance program policies and processes.

ESSENTIAL FUNCTIONS / RESPONSIBILITIES

Primary Functions

1. Create, develop, and implement tools and methods to continuously improve quality, efficiency, and customer experience in HHPS.
2. Create, design, maintain, and evaluate all training programs and training materials.
3. Provide feedback to manager and director on training/coaching requirements for their employees.
4. Work with the team to build cohesive relationships and ensure individual team members understand the program’s vision and core values.
5. Set quality standards for incoming and outgoing communications and develop effective quality assurance and compliance processes.
6. Implement and deliver group and one-on-one coaching and continuous improvement frameworks for all members.
7. Manage and update knowledge of City policies and procedures in line with the quality standards, procedures, and process changes.
8. Organize quality audits, identify training needs, and analyze results to support the wider operation.
9. Create analytical reports, link to quality performance, and implement relevant action plans.
10. Regular testing, monitoring, reporting, and sharing data-driven insights.
11. Cross-departmental collaboration to contribute towards the wider organizational strategy.
12. Develop quality assurance plans by identifying control points, preventive measures, monitoring procedures, corrective actions, and verification procedures.
13. Complete regular reviews and identify individual knowledge gaps as well as wider team trends; recommend and conduct appropriate retraining.
14. Investigate customer complaints and non-conformance issues.
15. Ensure the team is aware of any program development and process updates and how this impacts their work.
16. Build strong relationships with the HHPS lead team to contribute to our customer’s journey and end-to-end experience.
17. Present findings in HHPS lead team management meetings and suggest improvement measures.
18. Share regular daily, weekly, and monthly reports with the Director.
19. Create, review, and own the end-to-end employee training/development life cycle for both new and existing team members.
20. Ensure best practices are documented and executed within MNC HHPS processes.
21. Work closely with the ERAP Call Center and Manager to drive high levels of operational efficiency and high-performing teams.
22. Support Manager and Director in necessary activities.
23. Carry out other duties as assigned.

Customer Service

1. Provide exceptional customer service.
2. Always represent the Company in a professional manner.

Safety

1. Maintain personal safety, use personal protection equipment (PPE), and follow Company policies.
2. Report all safety issues, accidents, or injuries to your manager as a priority.
3. Promote the health and safety of participants and follow safety and emergency procedures.

Effective Team Member

1. Ability to interact positively with team members.
2. Ability to facilitate positive change.
3. Partner with HHPS lead team when necessary to address department issues or concerns.

Position Qualifications Requirements

Education: Bachelor’s degree in Education, Human Services, Social Work, Psychology, or related field, or equivalent work experience.

Experience: Required 1 year experience working with clients from a low-income or impacted background, including but not limited to clients suffering from homelessness, domestic violence, and COVID recovery.

Schedule Requirement: 40 hours a week, Monday through Friday. Must be available periodically on evenings and weekends.

Requirement:

1. Current CA Driver’s License, current auto insurance, and a clean driving record.

Language(s): Bilingual in either English, Spanish, Russian, Cantonese, or Mandarin preferred.

Skills and Abilities:

1. Independent thinker, possess excellent customer service skills, professional attitude, a high level of personal integrity, maturity, and business judgment required.
2. Able to multi-task, prioritize tasks, meet deadlines, able to do presentations, and maintain confidential information. Strong analytical skills and demonstrated attention to detail.
3. Strong written and verbal communication skills. Must be a well-organized professional who thrives in a team-oriented environment.
4. Ability to remain tactful under pressure and present a professional demeanor and communication style with co-workers in a multicultural setting.

Software: Proficiency in Microsoft Office applications: Outlook, Word, Excel, PowerPoint, and Internet Explorer.

Decision Making: Set priorities and standards of performance; develop plans by which work can be accomplished.

Tools and Equipment: Standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Confidential and Sensitive Information: Ability to maintain the highest level of confidentiality when dealing with client information.

Physical Demands

While performing the duties of this job, the employee is required to sit approximately 80% of the time, walk 10% of the time, and stand 10% of the time. The employee is frequently required to use hands and fingers to type or handle, feel, and operate objects. The employee is required to occasionally lift and/or move up to 20 pounds. While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is frequently required to speak and listen. Specific vision abilities of this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

What we offer

Pay Rate: $36.00 - $38.00 Hourly

Medical – Kaiser and CCHP / Dental – Principal / Vision – Vision Care / Life Insurance - $50,000 / 403b – 3% match / FSA / Pet Care

EAP (Employee Assistance Program) / WADP (Working Advantage Discount Program)

If you are seeking an organization that values, promotes, and develops leadership by delivering culturally sensitive, multi-generational, community-based services that empower families to build strong, healthy, and vibrant neighborhoods with the vision of a strong, healthier, and more vibrant community that respects and celebrates its many rich cultural traditions, please apply.

We are an equal-opportunity employer that welcomes diversity in the workplace and has a great company culture. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

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