Program & Policy Analyst (Section 8)

Program & Policy Analyst

The Program & Policy Analyst is a non-supervisory position that performs specialized technical and administrative duties of considerable complexity involving operational changes, compliance, training, and communication in support of the Housing Voucher Service Department. Performs regular reviews and updates to the Standard Operating Procedures, forms, and other operational materials to ensure compliance with Opportunity Home policies and HUD regulations, and reviews and monitors production reports to ensure compliance with policies and procedures. The Program & Policy Analyst leverages policy expertise, research skills, technology, and creativity to collect, analyze, format, and present information to residents, voucher holders, Opportunity Home leadership, community stakeholders, and policymakers.

Examples of Duties

Essential Duties + Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained.

• Administers monthly, quarterly, and annual Housing Voucher Service Operation Reports, Federal Housing Programs performance assessment reviews, and other reports.
• Research, identify, and recommend process improvements and new procedures by facilitating focus groups, analyzing reports, and reviewing regulatory changes.
• Maintains a working knowledge of Housing Voucher Program Regulations and Moving-to-Work (MTW) programs to ensure compliance.
• Assists upper management with policy, procedures, and rent calculations analysis.
• Research, interpret, and communicate changes to Federal, State, and local laws, HUD regulations, legislation, and internal Opportunity Home policies to ensure compliance with all program requirements. Provide additional follow-up and technical support to staff on policy and procedural changes stemming from those laws.
• Collaborate with subject matter experts to design, develop, write, update department forms, standard operating procedures, training materials, process maps, and program policies.
• Manage and post all the updates across applicable platforms (intranet, Google Drive, website)
• Serve as the liaison between the program managers, operations staff, customer service, and other Opportunity Home departments for the collaborative production and approval of new or revised policies, procedures, forms, and communication.
• Draft, edit, and proofread a variety of internal and external communications and technology, including software, product testing, board memos, presentations, letters, newsletters, and public information handouts to support management initiatives and departmental or other department projects.
• Assist staff with using Google (Drive, Forms, Calendar/Shared Calendars, Docs, Sheets, Slides, Mail Merge, etc.) and other programs (Adobe Acrobat, DocuSign).
• Reorganize and maintain File Management in Google Drive, including regular updates to user permissions and document inventory.
• Assists in program development, planning, implementation, communications, and identifying new technologies to improve customer service.
• Complete ad hoc requests with brief turnaround times.
• Review the production data and identify the audit risks to ensure compliance is maintained
• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees.
• Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.
• Participate in initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to create awareness, foster, cultivate, and preserve a culture of equity, diversity, and inclusion.
• Recognize the significance of a data-driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustees, Data Domain Stewards, Data System Custodians, Data Stewards, and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.
• Employees are expected to use Generative AI solutions ethically and responsibly.
• Assist with Hearing Coordination as needed.
• Other duties as assigned.

Behavioral Competencies

This position requires the incumbent to exhibit the following behavioral skills

1. Values Driven | Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.
2. Leadership | Provides direction to people and/or projects by clearly and effectively setting course of action for the assigned department staff and tasks; manages the planning, execution, and achievement of assigned department goals.
3. Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.
4. Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.
5. Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning. Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.
6. Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization's team building events.
7. Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Typical Qualifications

Education

• Bachelor's Degree in English, Professional Writing, Communications, Public Administration, Political Science, Social Work, Accounting, Business Administration, Management, or a related field.

Experience

• Two (2) years of experience in technical or professional writing, policy analysis, or reporting software and database analysis.
• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications, including but not limited to OneDrive, Outlook, Word, Excel, and PowerPoint, or a Mac or PC desktop equivalent, is acceptable.
• Successful completion of a criminal history background check, education, and work history verification, and a drug screening test.

Preferred Education and Experience

• Bilingual speaker and writer.
• Ability to learn cloud technologies such as LucidChart for diagram, workflow and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates

• Housing Choice Voucher Specialist and Rent Calculation Certification must be completed within 18 months of employment and no more than three attempts to pass certification.
• Texas Class "C" driver's license at the time of placement and insurable by the organization's fleet and liability insurance carrier.
• Must have the ability to earn certifications as required by assigned tasks.

Technical Skills

To perform this job successfully, the employee should have

• An understanding of the agency's Mission, Vision, and Values, and direct work within these guiding principles and operational framework.
• Ability to communicate effectively, both verbally and in writing.
• Intermediate to advanced knowledge of Microsoft Office programs, Google Docs, and Working knowledge of statistical report writing techniques.
• Ability to perform in-depth, web-based research.
• Ability to research/identify, implement, and track process improvements/operational efficiencies.
• Working knowledge of record-keeping, case files, and record management principles.
• Leadership, problem-solving, decision-making, conflict management, and interpersonal skills.
• Quality-oriented attitude and attention to detail.
• Knowledge of customer service principles and practices, and the ability to apply them.