HMIS Support Specialist

Role Overview

• Triage, manage, answer, and resolve incoming tickets, questions, and requests from clients.
• Coordinate with administrators, supervisors, and executives at partner organizations to understand and resolve issues and concerns.
• Work closely with Client Success Managers, developers, database administrators, and subject matter experts to address client needs and proactively resolve issues.
• Assist HMIS staff with compliance reporting, data quality, and system-wide reporting needs.
• Understand and assist clients with implementing new HUD HMIS compliance data collection and reporting updates.
• Work with clients to replicate reported issues, identify root causes, and put sustainable resolutions into place.
• Work with other internal departments to troubleshoot and resolve issues as needed and communicating the status of issues to client.
• Monitor systems and site performance for issues or outages and coordinate resolutions with various internal teams.
• Answer phone calls, video chat with clients, and correspond through tickets and e-mails to resolve issues, answer questions, and provide status updates.
• Customize and configure ClientTrack forms, workflows, workspaces, and dashboards in client environments.
• Manage a queue of tickets and escalate tickets to ensure rapid resolution times.
• Apply critical thinking/problem-solving skills in working with clients and cross-functional teams on client support initiatives.
• Support team members may be asked to work varying shift times between 7am and 7pm MT and may be asked to cover emergency phone lines outside of normal business hours.
• Ability to travel nationwide, up to 10% annually.
• Performs other duties as assigned.

Requirements

• At least 3 years of experience in HMIS.
• The ability to quickly learn the CaseWorthy platform in order to effectively support clients using the application.
• A drive to resolve complex, challenging, or escalated Issues.
• Existing knowledge of current HUD rules and regulations related to the HMIS (Homeless Management Information Systems).
• Good knowledge of HMIS software solutions and data collection practices.
• Experience in a customer-facing role, managing issues, concerns, deadlines, and escalations.
• Strong analytical and solution design skills
• Strong technical skills to troubleshoot and resolve issues.
• Troubleshooting experience in a technical, software, or IT role.
• Strong organizational skills and attention to detail.
• Experience in software configuration, customizations, or implementation roles preferred.
• Experience in Refugee Resettlement or Survivors of Domestic Violence case management and reporting is a plus.
• Bachelor’s degree, HMIS, or non-profit experience is preferred.

Benefits

• N/A