Mayor And City Council Of Baltimore - Baltimore, MD
posted 2 months ago
The 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 known as the Data & Evaluation Unit. This position is essential for ensuring the effective functioning of the HMIS, which plays a vital role in managing data related to homelessness services in the city. The successful candidate will report directly to the Data and Evaluation Manager and will be responsible for providing comprehensive support to over 300 HMIS end-users across 42 participating agencies. In this role, the individual will achieve proficiency with Client Track software functionality and HMIS Technical Standards, serving as the primary end-user support and training liaison. The responsibilities include staffing the HMIS Help Desk, where the candidate will provide technical support via phone, email, and an internal ticketing system. This involves troubleshooting issues, responding to customer inquiries with speed and professionalism, and escalating advanced issues to the HMIS vendor when necessary. The candidate will also conduct training activities for both new and existing users, manage the HMIS Online Learning Portal, and provide on-site technical assistance as needed. Collaboration is key in this position, as the candidate will work closely with HMIS Unit members and other teams to ensure program needs are met. This includes developing and implementing improvements to HMIS operations and end-user support resources, such as creating standard operating procedures, training content, and managing an internal customer relationship management tool. The role also involves managing the HMIS database implementation, ensuring compliance with federal requirements, and maintaining high levels of data quality. The candidate will participate in strategic planning tasks for the Data and Evaluation Unit, contributing to the overall effectiveness of the HMIS unit.