Senior Program Manager

Job Summary:

Habitat for Humanity Spokane is seeking a highly skilled and experienced Senior Program Manager to lead our Homeowner Services department. The successful candidate will be responsible for developing and implementing strategies to increase qualified homebuyer retention and homeowners served, while ensuring compliance with affiliate and Habitat International guidelines.

Key Responsibilities:

• Develop Department Plan: Create a comprehensive department plan to meet affiliate goals for qualified homebuyer retention and increase homeowners served.
• Collaborate with Leadership: Work closely with the Chief Program Officer to find creative approaches to meet department goals and strengthen the Homeownership program.
• Ensure Compliance: Follow affiliate and Habitat International guidelines for partnership requirements, ensuring that all necessary procedures are in place.
• Oversee Homeownership Program: Oversee the Homeownership Program application processing, following Habitat-Spokane policies and Fair Housing and Lending Laws.
• Approve Board Documents: Approve board documents of families who have met all areas of need in compliance with Habitat and HUD guidelines.
• Lead Orientation and Education: Oversee Future Homeowner orientation and Habitat College classes to ensure an understanding of ownership requirements.
• Cultivate Curriculum: Develop a curriculum for Habitat College, steered by industry professionals, and create and manage professional relationships with teaching partners.
• Lead Team: Provide leadership, supervision, and guidance to direct reports in the day-to-day management of Future Homeowners and Homeowners.
• Support Homeowners: Provide support and education to any future homeowner in need of intensive credit and budgeting assistance, maintaining all necessary case notes and files.
• Conduct Audits: Oversee quarterly Future Homeowner partnership audits, including hours served, closing cost savings, income checks, bank statement and credit report reviews, and pre-purchase education.
• Grant Compliance: Ensure grant compliance on all homes sold with down payment assistance grant funding.
• Provide Information: Provide information needed for grant application/compliance as requested.
• Manage Land Assignment: Oversee and manage the land assignment process with staff and Future Homeowners.
• Review and Update Policies: Partner with the Chief Program Officer in reviewing and updating policies and procedures as needed on an annual basis.
• Support Home Closings: Serve as backup for all home closing processes, including the creation of Purchase & Sale Agreement, Promissory Notes, and Deeds, along with communicating with preferred lenders.
• Maintain Certification: Maintain State and Federal QLO (Qualified Loan Originator) certification.
• Attend Meetings: Attend monthly supervisor meetings and other staff events as required.
• Represent Habitat: Represent and articulate Habitat's mission and ministry by attending events as directed by the supervisor.

Active Support of HFHS Values:

• Humility: We are part of something bigger than ourselves.
• Courage: We do what's right, even when it is difficult or unpopular.
• Accountability: We take personal responsibility for Habitat's mission.

Supervisory Responsibilities:

• This position will supervise the Homeowner Engagement Specialists, Program Compliance Manager, Homeowner Support Specialist, and interns/work studies.

Competencies:

• Analytical: Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Design: Demonstrates attention to detail.
• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Project Management: Completes projects on time and budget; Manages project team activities.
• Technical Skills: Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service: Manages difficult or emotional client situations; Responds promptly to client needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership: Displays passion and optimism; Inspires respect and trust; Provides vision and inspiration to peers and subordinates.
• Leadership: Exhibits confidence in self and others; Accepts feedback from others; Gives appropriate recognition to others.
• Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen: Understands business implications of decisions; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness: Works within approved budget; Develops and implements cost-saving measures; Conserves organizational resources.
• Diversity: Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Organizational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Strategic Thinking: Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment: Displays willingness to make decisions, even if difficult; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation: Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
• Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity: Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security: Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative: Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation: Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:

• Bachelor's degree (BS or BA) from a four-year accredited college or university preferred.
• 4 Years of non-profit social service administration or other program coordination experience required.

Language Skills:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

• To perform this job successfully, an individual should have knowledge of Raisers Edge Database software; PowerPoint Design software; Outlook software; Excel Spreadsheet software and Word software.

Certificates, Licenses, Registrations:

• Current driver's license.
• State & National QLO Certification (to be completed upon hire).

Other Skills and Abilities:

• High administrative skills on internal exam.

Other Qualifications:

• Habitat for Humanity-Spokane is a Christian housing ministry and all employees serve in a ministerial and service capacity.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.