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Role Description

The Housing Territory Manager (HTM) reports to a Housing Regional Manager and supervises a direct staff of up to 15 Housing Navigators. The HTM is responsible for leading their team to achieve monthly and quarterly performance goals, including:

• Effective outreach and member engagement through door knocks and telephonic outreach
• Timely completion of assessments and care plans
• Delivery of quality care
• Successful graduation of members

HTM also maintains audit readiness by ensuring compliance with HIPAA, documentation standards, and all state and health plan regulatory requirements.

A successful HTM brings curiosity and a relentless drive for improvement, balances humanity with productivity, and demonstrates a clear passion for leading and developing teams. Responsibilities include:

• Setting clear expectations and modeling effective behavior
• Maintaining open communication
• Supporting the field-based team by spending time in the field
• Ensuring high engagement with community-based organizations, health plans, and other partners
• Teaching and coaching the team on escalation protocols, panel management, safety expectations, and member care

HTMs may be on call during the scheduled work week and other hours as needed when a team member is in the field. HTM is expected to flex their schedule to meet the program's objectives.

Key Responsibilities

• Lead their field team to meet performance metrics, goals, and deadlines while motivating them to achieve and exceed goals
• Manage the day-to-day operations for their Housing Navigators, including conducting one-on-one performance and caseload reviews
• Track individual productivity, growth, member engagement, quality of care, and graduation
• Review and approve all assessments and Individual Housing Support Plans for members
• Engage with community-based organizations, health plans, and other partners
• Provide ongoing virtual and field-based coaching and development to the field team
• Monitor Housing Inbox, ensuring accurate and timely communication with partners regarding member status and processing new referrals
• Coordinate staffing tables and other opportunities with the Community Impact Partnership Program (CIPP) Director for outreach and community engagement and referral
• Advise Housing Navigators on creating Specific, Measurable, Achievable, Relevant, Time-based (SMART) goals with achievable interventions
• Support program expansion, staffing needs, and operational enhancements
• Hire and retain staff, participating in recruitment activities such as interviewing candidates
• Ensure timely review and approval of payroll, expenses, and other compliance requirements within territory

Qualifications

• Minimum of 3-4 years’ experience managing others working in housing, social, or community services
• High School Diploma or equivalent
• Strong analytical skills and clear understanding of metrics, comfort with data, dashboards, and reporting tools
• Ability to learn and understand P & L
• Familiarity with HUD regulations and the housing and homelessness service systems
• Understanding of fair housing laws and familiarity with different types of rental subsidy programs, public housing options, and affordable housing
• Ability to adapt to constant change and work well under pressure in a fast-paced and challenging environment
• Ability to solve problems, think critically, and collaborate effectively
• Curious and relentless nature
• Understanding of patient-centered care and whole person care models
• Remote team management experience