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About the Role

The Emergency Housing Voucher Program Coordinator reports to the Director of Housing and works closely with program staff, clients, property owners, vendors, and community partners to deliver the Emergency Housing Voucher program. The position carries responsibility for contract performance, data quality, staff supervision, and service quality, and requires strong attention to detail along with excellent customer service, collaboration, and communication skills.

Responsibilities

Ensures the program meets goals, objectives, and performance targets outlined in the contract scope of work.
Monitors progress against deliverables, utilization, and outcome benchmarks.
Elevates any risk of underperformance to the Director of Housing with a proposed plan of correction.
Participates in program and departmental strategic planning.
Prepares monthly program reports, employee tracking reports, barrier removal tracking and receipts, instruction guides, and tracking spreadsheets.
Builds and maintains collaborative working relationships with outside partners and stakeholders.
Represents the program in partner meetings and community forums.
Serves as the program’s primary point of contact with the San Francisco Housing Authority (SFHA).
Coordinates voucher issuance and briefings, unit inspections, rent reasonableness and lease-up documentation, annual recertifications, and timely resolution of client-specific issues.
Supervises a team of six, consisting of five Case Managers and one Housing Locator/Landlord Liaison.
Oversees landlord engagement and unit acquisition work.
Conducts regularly scheduled one-on-one meetings with program staff to review caseloads, client progress, barriers, documentation status, and performance expectations.
Maintains supervision notes and follow-up items.
Plans and delivers training sessions for program staff covering program requirements, documentation standards, safety protocols, BHPF service delivery best practices, and current industry standards.
Tracks training completion.
Co-creates, reviews, and maintains program standard operating procedures in partnership with the Compliance Department.
Trains staff on new and revised procedures once adopted.
Serves as the data steward for the organizational electronic health record (Apricot) and the County’s Homeless Management Information System (HMIS).
Accountable for the accuracy, timeliness, and integrity of client records in both systems.
Sets data entry standards.
Reconciles enrollments, exits, service transactions, and housing milestones across platforms.
Generates the Apricot reports used for monthly, funder, and departmental reporting.
Reviews care plans, case notes, comprehensive assessments, and client files in Apricot for completeness, accuracy, and timeliness.
Follows up with program staff until records are complete.
Tracks findings and trends for corrective action and quality improvement with the Director of Housing.
Coaches and trains program staff on how to document properly in alignment with BHPF documentation standards.
Provides refresher training when file review identifies recurring gaps.
Conducts quarterly field visits with program staff to observe adherence to safety protocols, service delivery quality, and client engagement.
Documents observations from each visit and provides direct feedback, coaching, and follow-up support.
Contacts clients at random to confirm they are receiving responsive, respectful, high-quality service.
Documents client feedback received.
Partners with the Director of Housing to resolve any service gaps or concerns identified.
Maintains the confidentiality, security, and appropriate release of client records in Apricot and HMIS in accordance with HIPAA and all applicable privacy requirements.
Performs other duties as assigned.

Requirements

Bachelor’s degree, or an equivalent combination of education and directly related work experience.
Experience working with people experiencing homelessness or housing instability.
Understanding of the issues faced by disenfranchised populations.
Commitment to culturally responsive, trauma-informed service.
Proven ability to collaborate with partner agencies, property owners, and public housing authority staff.
Ability to build effective working relationships across teams.
Ability to work independently with limited direction.
Experience working with clients with substance use disorders, mental health conditions, and co-occurring diagnoses is highly desirable.
Critical thinking, problem-solving, and excellent decision-making capabilities.
Proficiency with Microsoft Office, particularly Outlook, Word, PowerPoint, and Excel.
Experience with Apricot, HMIS, or comparable client data systems, including data entry, file review, data reconciliation, and report generation, is strongly preferred.
Availability to work occasional evenings and weekends.
Valid California Driver’s License and proof of insurance.
Regular and reliable job attendance.
Ability to work effectively in an open office and program-site environment with moderate noise and distractions.
Ability to meet the vision requirements of the position.
Mandated reporter status for elder abuse or neglect and child abuse or neglect.
Able to meet required state, federal, local, and BHPF standards.
Employment may be contingent upon successful completion of Live Scan fingerprinting, comprehensive background check, and any job-related health screenings or clearances.

Skills

Customer service
Collaboration
Communication
Attention to detail
Data entry
File review
Data reconciliation
Report generation
Culturally responsive service
Trauma-informed service
Critical thinking
Problem-solving
Decision-making
Microsoft Office Suite (Outlook, Word, PowerPoint, Excel)
Apricot
HMIS

Location

San Francisco, CA 94124

Work Type

On-site
Field Based

Experience Level

Supervisory experience
Experience working with clients experiencing homelessness or housing instability
Experience with client data systems

Education Level

Bachelor's degree or equivalent combination of education and experience