Program Analyst (Housing Services)

The Role

Provides advice, guidance, and support to housing stability service providers (e.g., housing help, emergency shelters, street outreach, transitional housing, supportive housing access, other housing and support services) to ensure their operational compliance with service agreements with the Region and government policy directives. Conducts and reports to management on operational reviews to ensure ongoing compliance, and provides input to management to continuously improve program guidelines, requirements, and support to service providers.

Duties/Responsibilities

• Provides input into the development of, and supports management in implementing service agreements with housing stability service providers. Provides input on programs and directives that housing providers must follow, that outline policy, service expectations, quality standards, and operational protocols. 
• Monitors and conducts operational reviews to assess service provider compliance with service level agreements, in collaboration with other staff as needed. Develops tools and training resources, provides ongoing training and advice, and communicates with and supports service providers to ensure their continued compliance. Works with service providers to build their capacity to become compliant, and meet/exceed quality benchmarks. 
• Leads/participates in stakeholder groups to gather input and identify program-level operational gaps or system pressures specific to service providers. Reports back to management and provides input on continuous improvement opportunities for same (e.g., funding allocations, program/operational requirements and directions, service expectations, quality standards, changes to legislation and regulations). 
• Investigates and responds to complaints against and from service providers (including mediating/facilitating resolutions as appropriate), and escalates to management when appropriate.
• Leads service providers and community partners in crisis/emergency situations, including with specific individuals in crisis, as well as system/occupancy pressures. Develops individualized plans with same, and informs management. 
• Supports management in researching legislation, other municipalities’ approaches, and best practices to housing/homelessness issues.  
• Assists/provides input to management regarding funding opportunities, community partner initiatives, and assists to prepare funding applications. 
• Maintains resource lists and program information. Develops and implements communications to inform community partners of same. 
• Maintains information in service manager database, and monitors program activities to ensure service providers input accurate data. Liaises with IT for help, as required.
• Performs related duties, as assigned.
   

Knowledge, Skills, and Abilities

• Knowledge of housing and homelessness policy and programs, community development, program administration, and factors impacting social wellbeing and quality of life, including issues of poverty and social exclusion, acquired through a 4-year university degree in a related field, plus 2 years of related experience –OR- a Master’s degree in a related field plus 1 year of related experience.
• Knowledge of and ability to comply with policies, procedures, protocols, service agreements, program and funding requirements, and legislation (e.g., housing, health and safety).
• Knowledge of healthcare and community services; Housing First policy and programs (including harm reduction and case management); and systems-based policy for preventing/ending homelessness.
• Analytical, problem solving, and organizational skills to identify gaps in processes/practices and service provider compliance, and recommend solutions and continuous improvements. 
• Ability to exercise confidentiality, political sensitivity, and judgment. 
• Leadership, human relations, facilitation, and communication skills to explain and respond to inquiries from service providers and community partners; maintain relationships and provide support and guidance to service providers; develop joint programming with community partners; facilitate meetings and training; make presentations to management and community partners; and participate as an effective team member.  
• Ability to write letters, reports, resource materials, and communications; and draft policies and protocols for management review. Ability to read and interpret reports, legislation, guidelines, policies, funding information, and service agreements. 
• Computer skills with ability to use software such as Microsoft Office and program databases.
• Ability to alter hours to attend board/committee meetings, and is requested to work weekend hours for same, as needed. 
• Ability to travel within and outside Waterloo Region.
• Ability to support and demonstrate the Region’s values.