Emergency Housing Voucher Program Coordinator

Description

Position Overview  

The Emergency Housing Voucher Program Coordinator reports to the Director of Housing and works closely with program staff, clients, property owners, vendors, and community partners to deliver the Emergency Housing Voucher program. The position carries responsibility for contract performance, data quality, staff supervision, and service quality, and requires strong attention to detail along with excellent customer service, collaboration, and communication skills. 

Duties and Responsibilities 

• Ensures the program meets the goals, objectives, and performance targets outlined in the contract scope of work; monitors progress against deliverables, utilization, and outcome benchmarks throughout the contract year; and elevates any risk of underperformance to the Director of Housing with a proposed plan of correction. 
• Participates in program and departmental strategic planning and prepares the monthly program report, employee tracking report, barrier removal tracking and receipts, instruction guides, and tracking spreadsheets that support program operations and decision making. 
• Builds and maintains collaborative working relationships with outside partners and stakeholders, including property owners and managers, County and City partners, funders, and community-based service providers, and represents the program in partner meetings and community forums. 
• Serves as the program’s primary point of contact with the San Francisco Housing Authority (SFHA), coordinating voucher issuance and briefings, unit inspections, rent reasonableness and lease-up documentation, annual recertifications, and timely resolution of client-specific issues. 
• Supervises a team of six, consisting of five Case Managers and one Housing Locator/Landlord Liaison, including assignment of work, regular supervision, performance feedback, coaching, corrective action, and professional development. 
• Oversees the landlord engagement and unit acquisition work carried out by the Housing Locator/Landlord Liaison, including outreach to property owners and managers, tracking of available units and lease-ups, and timely follow-through on landlord concerns and housing retention issues. 
• Conducts regularly scheduled one-on-one meetings with program staff to review caseloads, client progress, barriers, documentation status, and performance expectations, and maintains supervision notes and follow-up items. 
• Plans and delivers training sessions for program staff covering program requirements, documentation standards, safety protocols, BHPF service delivery best practices, and current industry standards, and tracks training completion. 
• Co-creates, reviews, and maintains program standard operating procedures in partnership with the Compliance Department, ensuring procedures reflect contract requirements, funder expectations, and BHPF standards, and trains staff on new and revised procedures once adopted. 
• Serves as the data steward for the organizational electronic health record (Apricot) and the County’s Homeless Management Information System (HMIS), accountable for the accuracy, timeliness, and integrity of client records in both systems; sets data entry standards; reconciles enrollments, exits, service transactions, and housing milestones across platforms; and generates the Apricot reports used for monthly, funder, and departmental reporting. 
• Reviews care plans, case notes, comprehensive assessments, and client files in Apricot for completeness, accuracy, and timeliness; follows up with program staff until records are complete; and tracks findings and trends for corrective action and quality improvement with the Director of Housing. 
• Coaches and trains program staff on how to document properly in alignment with BHPF documentation standards, including timeliness, accuracy, service justification, and person-centered language, and provides refresher training when file review identifies recurring gaps. 
• Conducts quarterly field visits with program staff, including one scheduled and one unscheduled visit each quarter, to observe adherence to safety protocols, the quality and consistency of service delivery, and the staff member’s approach to engagement and rapport building with clients, confirming that services are delivered in alignment with the Service with Care standard, BHPF service delivery best practices, and current industry standards; documents observations from each visit and provides direct feedback, coaching, and follow-up support. 
• Contacts clients at random to confirm they are receiving responsive, respectful, high-quality service; documents the feedback received; and partners with the Director of Housing to resolve any service gaps or concerns identified. 
• Maintains the confidentiality, security, and appropriate release of client records in Apricot and HMIS in accordance with HIPAA and all applicable federal, state, and local privacy requirements. 
• Other duties as assigned. 

Requirements

Education, Skills, and Experience 

• Bachelor’s degree, or an equivalent combination of education and directly related work experience. 
• Experience working with people experiencing homelessness or housing instability, and understanding of the issues faced by disenfranchised populations, with a commitment to culturally responsive, trauma-informed service. 
• Proven ability to collaborate with partner agencies, property owners, and public housing authority staff including the San Francisco Housing Authority, to build effective working relationships across teams, and to work independently with limited direction. 
• Experience working with clients with substance use disorders, mental health conditions, and co-occurring diagnoses is highly desirable. 
• Critical thinking, problem-solving, and excellent decision-making capabilities. 
• Proficiency with Microsoft Office, particularly Outlook, Word, PowerPoint, and Excel; experience with Apricot, HMIS, or comparable client data systems, including data entry, file review, data reconciliation, and report generation, is strongly preferred. 
• Availability to work occasional evenings and weekends. 

Physical & Additional Requirements? 

• Valid California Driver’s License and proof of insurance, as this position requires regular travel for field visits and partner meetings. 
• Regular and reliable job attendance. 
• Ability to work effectively in an open office and program-site environment with moderate noise and distractions, frequently sitting for extended periods, occasionally walking and standing, using a computer, and traveling between BHPF sites, client residences, and partner locations. 
• Ability to lift, carry, and transport items up to 40 lbs., go up and down stairs without limitation, and meet the vision requirements of the position, including close vision, distance vision, depth perception, and the ability to adjust focus. 
• MANDATED REPORTER STATUS:?This position requires you to work with adults and children, and your profession qualifies you as a "mandated reporter" of elder abuse or neglect and child abuse or neglect, as set forth in California Penal Code Section 11164-11174.3 and Welfare and Institutions Code 15610-15610.70. You are required to report suspected cases of child abuse or neglect and elder abuse or neglect. 
• Able to meet required state, federal, local, and BHPF standards. Employment may be contingent upon successful completion of Live Scan fingerprinting, comprehensive background check, and any job-related health screenings or clearances required by applicable federal, state, or local laws or program requirements (e.g., TB clearance), with reasonable accommodations provided where required by law. 

Work Location:

On-site and Field Based in San Francisco, CA 94124