HMIS Help Desk Coordinator (COM 1)

About the role

The Housing Division (HD) partners with local governments, Tribes, housing authorities, nonprofits and other organizations to develop and preserve affordable housing, promote individual and family self-sufficiency, and reduce adult and youth homelessness. The Data & Performance Unit (DPU) within the Housing Division (HD) is responsible for large-scale system-wide initiatives related to homelessness and housing data systems, analysis, research, evaluation, and technical assistance.

Responsibilities

• Provides ongoing technical assistance to HMIS users by responding to support needs via phone, ticketing system, and email, ensuring timely troubleshooting and resolution of system-related issues.
• Communicates status and resolution to user regarding user reported issues.
• Reports system outages and other anomalies to HMIS team members and HMIS user community in a timely manner.
• Counsels and trains HMIS users on the proper use of HMIS.
• Develops and maintains HMIS procedures, processes, manuals, resources materials or requirements and disseminates to all HMIS users.
• Collects data and assists in the evaluation of HMIS Help Desk support services for continuous process improvements.
• Works with Commerce IT and the HMIS software vendor as needed to resolve system issues and ensure compliance with WaTech regulations.
• Represents the department at local, state and regional meetings.

Qualifications

• Four (4) years of combined experiences and/or education as described below:
• Professional experience administering and/or providing technical assistance to users in Homeless Management Information Systems (HMIS) or a protected client data collection database.
• Education involves affordable housing, human or social services, data science, data analytics or related field.
• Lived experience with housing instability and/or experience navigating and receiving services from public systems such as homeless and housing services systems, foster care, the criminal legal system, or behavioral health system will substitute for two years of formal education.

Skills

• Project Management: Plans, organizes, and manages projects to achieve objectives, including coordinating tasks, timelines, and stakeholders.
• Technical Communication: Translates technical or complex information into accessible, user-friendly language for non-technical audiences.
• Digital & Technology Proficiency: Uses digital tools, databases, and software applications effectively, including advanced proficiency with the Microsoft Office Suite and web-based applications.
• Interpersonal communication skills: excels at two-way communication, information sharing and gathering, ability to maintain confidentiality and sound judgement regarding confidentiality of specific communications and utilizing feedback.
• Accountability: Meets commitments, works independently, accepts accountability, manages change, sets personal standards, and stays focused under pressure.
• Customer service: Responds professionally to customer questions and complaints in a timely manner.
• Integrity: Accountable for actions, maintains confidentiality, works with staff in a straightforward and honest manner.
• Results focused: Sets and achieves targets, prioritizes task, creative problem solver.

Benefits

• Medical and dental insurance benefits
• Retail and deferred compensation plans
• 11 paid holidays each year
• 14-25 vacation days per year (depending on length of employment)
• 8 hours of sick leave per month (if full time employed)
• Bereavement leave
• An employee assistance program