HMIS Help Desk Coordinator (COM 1)

The Housing Division (HD) partners with local governments, Tribes, housing authorities, nonprofits and other organizations to develop and preserve affordable housing, promote individual and family self-sufficiency, and reduce adult and youth homelessness.

The Data & Performance Unit (DPU) within the Housing Division (HD) is responsible for large scale system-wide initiatives related to homelessness and housing data systems, analysis, research, evaluation, and technical assistance. DPU teams work to support communities by:

• Strengthening data collection methods
• Safeguarding the privacy and security of protected data
• Improving data quality and data literacy
• Producing actionable and accessible analysis
• Evaluating performance and disparities
• Providing technical assistance to strengthen responses to homelessness and housing crisis

The HMIS Help Desk Coordinator is responsible for the Homeless Management Information System (HMIS) Help Desk Support, including responding to technical assistance calls, tickets and emails from the HMIS user community in Washington State, fielding data analysis requests from unit staff, and supporting the HMIS Team with other assignments as necessary. EXAMPLE OF DUTIES HMIS Help Desk Tasks include:

• Provides ongoing technical assistance to HMIS users by responding to support needs via phone, ticketing system, and email, ensuring timely troubleshooting and resolution of system-related issues. Communicates status and resolution to user regarding user reported issues.
• Reports system outages and other anomalies to HMIS team members and HMIS user community in a timely manner.
• Conducts research and preliminary analysis of user-reported issues with HMIS, and triages issues to appropriate team members if issue can’t be resolved immediately.
• Develops and maintains HMIS procedures, processes, manuals, resources materials or requirements and disseminates to all HMIS users. Collects data and assists in the evaluation of HMIS Help Desk support services for continuous process improvements.
• Works with Commerce IT and the HMIS software vendor as needed to resolve system issues and ensure compliance with WaTech regulations.
• Represents the department at local, state and regional meetings.

Data quality, program evaluation and system administration Tasks include:

• Runs regular reports for data quality, performance and system usage analysis (including common user errors) to help Data and Performance Unit staff monitor HMIS use by grantees.
• Assist with system administration and configuration tasks.
• Assists with technical reports consisting of HMIS data to HUD or other federal and state funders. This includes reports that Commerce is required to submit to the federal government to maintain funding, such as the Longitudinal Systems Analysis and the HUD Systems Performance Measures.
• Assists unit staff to make decisions regarding performance and data collection to ensure the most meaningful use and analysis of HMIS data.

SUPPLEMENTAL INFORMATION Work from Anywhere in Washington State This position may be located anywhere within Washington State though occasional travel to a Commerce office building or in-state travel to attend events or meetings may be required. If selected, you will need to travel to pick up equipment and receive instruction. Many Commerce employees work remotely or have a hybrid schedule.

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Pulled from the full job description

• Health insurance
• Dental insurance
• Bereavement leave
• Employee assistance program
• Paid holidays, Department of Commerce also offers a competitive benefits package including: medical and dental insurance benefits, retirement and deferred compensation plans, 11 paid holidays each year, 14-25 vacation days per year (depending on length of employment), 8 hours of sick leave per month (if full time employed), bereavement leave, an employee assistance program, as well as other benefits. Please see the Benefits Tab for more details.

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Our agency’s strength lies in the diversity of our workforce and the breadth of the lived experiences and perspectives employees bring to the work. We believe equity is not just a value but a practice, which is reflected in how we design programs, engage communities, and deliver outcomes. We foster a workplace culture where curiosity is encouraged, bold thinking is welcomed, and collaboration drives our impact. Let’s build what’s next, together.