HMIS Operations Coordinator (Data & Evaluation Unit), Operations Assistant I NCS - Mayors Office of Homeless Services

$49,334 - $78,904/Yr

Mayor And City Council Of Baltimore - Baltimore, MD

Full-time - Entry Level

Baltimore, MD

Administration of Housing Programs, Urban Planning, and Community Development

About the position

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.

Responsibilities

• Achieve proficiency with Client Track software functionality and HMIS Technical Standards.
• Serve as the primary end-user support and training liaison for the Baltimore City HMIS unit.
• Provide technical support to HMIS end users via phone, email, and internal HMIS ticketing system.
• Troubleshoot issues and respond to customer questions with speed, accuracy, and professionalism.
• Carry out HMIS end-user training activities for both new users and continuing education for existing users.
• Manage the HMIS Online Learning Portal and conduct in-person and live webinar trainings.
• Provide on-site technical assistance when requested, traveling to participating agencies to provide training and feedback on HMIS operations.
• Collaborate with HMIS Unit members and other HSP teams to ensure program needs are met and inquiries are resolved.
• Develop and implement improvements to HMIS Unit operations and end-user support resources.
• Manage an internal customer relationship management tool to record HMIS user interactions and report on help desk operations.
• Draft internal HMIS Help Desk standard operating procedures and technical resources.
• Develop training content, such as online training videos and software user manuals.
• Manage the HMIS database implementation, ensuring compliance with federal HMIS requirements and high levels of data quality.
• Participate in various strategic planning tasks for the Data and Evaluation Unit.

Requirements

• Have an associate's degree from an accredited college or university.
• Have 5 years of experience performing complex analytical support for an operational, technical or administrative function.
• Experience using Homeless Management Information Systems (HMIS) or other data management systems in human services or related fields is preferred.
• Strong computer skills, including proficiency with Microsoft Excel or data analysis software.
• Ability to monitor data quality and ensure compliance with federal and state regulations.
• Experience in quality assurance within non-profit or government sectors is preferred but not required.
• Knowledge of relational databases and SQL programming is preferred but not required.
• Excellent verbal and written communication skills with the ability to conduct presentations in front of large groups.
• Strong analytical skills, with the ability to prepare and present clear and concise reports.

Nice-to-haves

• Experience in quality assurance within non-profit or government sectors.
• Knowledge of relational databases and SQL programming.

Benefits

• Opportunities for professional development and career growth.
• Comprehensive health benefits package.
• Paid holidays and vacation time.
• Flexible work hours and potential for remote work options.