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City of Baltimore

Operations Assistant I, HMIS Operations Coordinator

SALARY

$41,718.00 - $66,708.00 Annually

LOCATION

Baltimore, MD

JOB TYPE

Non CS Fulltime

JOB NUMBER

00059

DEPARTMENT

Human Services

OPENING DATE

05/04/2018

SALARY

$41,718.00 - $66,708.00 Annually

LOCATION

Baltimore, MD

JOB TYPE

Non CS Fulltime

JOB NUMBER

00059

DEPARTMENT

Human Services

OPENING DATE

05/04/2018

Class Description

THIS IS NON-CIVIL SERVICE POSITION
 
Baltimore City Mayor's Office of Human Services is seeking a dynamic professional to fill a critical supporting role in the day-to-day operations of the Homeless Management Information Systems (HMIS) unit (also called the Data & Evaluation Unit).  This position reports to the Data and Evaluation Manager in the Mayor's Office of Human Services, Policy and Data Division.
 
Responsibilities of the Operations Assistant position include but are not limited to:
  • Achieve proficiency with ClientTrack software functionality and HMIS Technical Standards.
  • Serve as the primary end-user support and training liaison for the Baltimore City HMIS unit, providing superior customer service and technical assistance to more than 300 HMIS end-users in 42 HMIS-participating agencies. This is carried out by:
    • Staffing the HMIS Help Desk, providing technical support to HMIS end users via phone, email and internal HMIS ticketing system. This includes troubleshooting issues and responding to customer questions with speed, accuracy and professionalism, as well as escalating advanced issues to the HMIS vendor when needed.
    • Carrying out HMIS end-user training activities, for both new users and continuing education for existing users. This includes managing the HMIS Online Learning Portal, hosted in Docebo Learning Management system, as well as carrying out in-person and live webinar trainings.
    • Providing on-site technical assistance when requested; traveling to participating agencies to provide training and feedback on HMIS operations.
    • Work collaboratively to build and maintain productive working relationships with HMIS Unit members and across other HSP teams to ensure program needs are met and inquiries are resolved.
  • Collaborate with team members to develop and implement improvements to HMIS Unit operations and end-user support resources, including but not limited to:
    • Developing and managing an internal customer relationship management tool to record HMIS user interactions and report on help desk operations.
    • Drafting internal HMIS Help Desk standard operating procedures and technical resources.
    • Developing "evergreen" training content, such as online training videos and courses, software user manual and how-to guides.
  • Collaborate with team members to manage the HMIS database implementation, including developing improvements to database design and maintaining database customizations, while ensuring compliance with federal HMIS requirements and high levels of data quality.
  • Collaborate with team members in various strategic planning tasks for the Data and Evaluation Unit.
 
The ideal candidate will have:
  • A minimum of an Associate's degree and 5 years of experience performing complex analytical support for an operational, technical or administrative function OR an equivalent combination of education and experience.
  • Experience using Homeless Management Information Systems (HMIS) or other data management systems or databases in human services or related fields is preferred.
  • Strong computer skills, including using Microsoft Excel or data analysis software and various internet applications in a fast-paced, multitasking environment.
  • Ability to monitor for data quality and compliance with federal and state regulations.
  • Experience working in a quality assurance environment within non-profit or government sectors is preferred but not required.
  • Knowledge of relational databases and SQL programming preferred but not required.
  • Requires excellent verbal and written communication skills and comfort conducting presentations in front of large groups.
  • Thorough knowledge of the English language.
  • Thorough knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data.
  • Thorough knowledge of moderately complex analytical principles and techniques.
  • Demonstrated ability to prepare and present reports.
  • Demonstrated ability to establish and maintain working relationships with co-workers and the general public.
  • Demonstrated ability to explain an agency's purpose, programs and operations.
  • Demonstrated ability to collect, compile, edit, classify, and tabulate statistical and qualitative data.
  • Demonstrated ability to prepare and present ideas and information clearly yet concisely.

This is a non-civil service, full-time service position with a salary range of $41,718 – $66,708 and a comprehensive benefits package.  Those considered for employment must authorize release of a criminal background check from the Maryland State Police.
To Apply:     Qualified and interested applicants must submit an employment application (including letter of interest and resume) via the City's online recruitment system at:  http://agency.governmentjobs.com/baltimorecity/default.htm.  Applications will be accepted on a continuous basis until filled.
 
 
Baltimore City is an Equal Opportunity Employer

Employer
City of Baltimore
Employer
City of Baltimore