Program Analyst (Client Services & Waterloo Region Housing)

The Role

Assists management in the review, evaluation, development, and implementation of Waterloo Region Housing (WRH) operational protocols, practices, and processes for continuous improvement and efficiencies. Creates and maintains project documentation and program information and resources. Provides support to staff in adopting changes to administrative practices and processes. 

Duties/Responsibilities

• Provides input into the development of WRH programs (e.g., housing subsidies, residential tenancies), including resources, standard operating procedures, guidelines, and performance metrics to support effective operations, service expectations, and quality standards. 
• Performs research and data analysis to identify business trends and relevant issues. Tracks performance metrics and performs data validation and quality control checks.
• Identifies program-level operational gaps or system pressures and develops options/ recommendations for management approval. Reviews/analyses operational protocols, processes, practices, guidelines, data/metrics, and legislation.
• Leads information gathering exercises with program staff and other stakeholders such as community agencies. Asks questions and facilitates discussions to understand current practices and issues, obtain feedback, develop solutions, and test scenarios/options. 
• Reports back to management and provides input on continuous improvement opportunities. 
• Develops project plans for implementing changes for management approval. Develops related tools and training resources. Implements, tracks, evaluates, and reports on changes, usage, and issues.
• Acts a resource to program staff and pprovides training and guidance in adopting changes to processes and practices. 
• Researches other municipalities’ approaches, best practices, and legislation.  
• Facilitates tenant focus groups for feedback on housing services and programs, in collaboration with other staff. 
• Assists/provides input to management regarding funding opportunities, community partner initiatives, and assists to prepare funding applications. 
• Maintains knowledge resources, including resource lists and program information. Assists management to develop and implement communications to inform community partners of changes. 
• Has contact with other regional staff for support/services (e.g., Finance, Strategic & Quality Initiatives). 
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of housing and homelessness policy, programs, and related administration, and data collection and analysis normally acquired through a 4-year university degree in a related field, plus 2 years of related experience or an equivalent combination of education and experience. 
• Experience performing quality control/quality assurance functions (interpret, analyze, and calculate data), tracking performance metrics, and preparing reports.
• Knowledge of and ability to comply with policies, procedures, and related legislation (e.g., housing, privacy).  
• Knowledge of housing systems and processes (e.g., rent subsidies, tenancies), including the Region’s role as Housing Service Manager. 
• Knowledge of the factors impacting social wellbeing and quality of life, including issues of poverty and social exclusion.
• Analytical, problem solving, and organizational skills to analyze program data and performance metrics, current practices, processes, and systems, identify gaps, and develop/recommend changes.
• Project management skills. 
• Leadership, human relations, facilitation, and communication skills to facilitate meetings and training; make presentations; and participate as an effective team member.  
• Ability to write letters, reports, resource materials, process flows, and communications; and draft policies and protocols for management review. Ability to read and interpret reports, legislation, guidelines, policies and procedures, funding information, and service agreements. 
• Computer skills with ability to use software such as Microsoft Office and program databases.
• Ability to travel within and outside Waterloo Region.
• Ability to support and demonstrate the Region’s values.