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HMIS Help Desk Coordinator (COM 1)

Description

HMIS Help Desk Coordinator (COM 1)
At the Department of Commerce, we’re reimagining what’s possible in government. We’re builders, thinkers, and change-makers, working at the intersection of innovation, community, and impact. From unlocking critical funding to fueling inclusive economic growth, we’re turning big ideas into real-world solutions that uplift people and places.

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.

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.

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.

Qualifications

Required Qualifications:
Four (4) years of combined experiences and/or education as described below:
Experience must include the following:

Professional experience administering and/or providing technical assistance to users in Homeless Management Information Systems (HMIS) or a protected client data collection database.

Education involves affordable housing, human or social services, data science, data analytics or related field. Qualifying education post High School or equivalent may be substituted year for year for experience.

Lived experience with housing instability and/or experience navigating and receiving services from public systems such as homeless and housing services systems, foster care, the criminal legal system, or behavioral health system will substitute for two years of formal education.

o What is lived experience? Lived experience is relevant expertise derived from the accumulated personal life and professional experiences of an individual. Experience can be gained through life events, volunteer role/capacity, any experience gained outside of professional paid and unpaid experience, academic or a combination of experiences. The above-listed experience will demonstrate that a candidate possesses the necessary knowledge, skills, abilities, and competencies to successfully qualify for and perform the duties of the position.

An equivalent combination of education and experience will be evaluated on a year-for-year basis. Some examples of this are, but not limited to:
o Example 1: 4 years of professional experience
o Example 2: 2 years of professional experience plus 2 years of formal education (college level coursework)
o Example 3: 1 year of professional experience, 1 year of formal education (college level coursework) plus Lived experience.

Required Position Competencies:

Project Management: Plans, organizes, and manages projects to achieve objectives, including coordinating tasks, timelines, and stakeholders.
Technical Communication: Translates technical or complex information into accessible, user-friendly language for non-technical audiences.
Digital & Technology Proficiency: Uses digital tools, databases, and software applications effectively, including advanced proficiency with the Microsoft Office Suite and web-based applications.
Interpersonal communication skills: excels at two-way communication, information sharing and gathering, ability to maintain confidentiality and sound judgement regarding confidentiality of specific communications and utilizing feedback.
Accountability: Meets commitments, works independently, accepts accountability, manages change, sets personal standards, and stays focused under pressure.
Customer service: Responds professionally to customer questions and complaints in a timely manner.
Integrity: Accountable for actions, maintains confidentiality, works with staff in a straightforward and honest manner.
Results focused: Sets and achieves targets, prioritizes task, creative problem solver.

Preferred/Desired Qualifications:

Experience with Homeless Management Information System (HMIS), the federal Department of Housing and Urban Development’s HDX (1.0 and 2.0) systems for reporting, and Sage for reporting performance data.
Knowledge of HMIS specifications and capabilities, for example HMIS data standards and various HMIS reporting specifications.

To be considered for this position, the following are needed:

A complete and detailed online application.
A cover letter (enter online).
At least three professional references (enter online).

For questions about this recruitment, please contact our recruitment team via email: comrecruitment@commerce.wa.gov - please reference the job number in your message.

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.

This recruitment may be used to fill future vacancies over the next 60 days.

Technical support is provided by NEOGOV, 855-524-5627 (can't log in, password or email issues, error messages). DES job seeker support may answer general questions regarding the recruiting system at careershelp@des.wa.gov.

Our Commitment to Equal Opportunity
The Washington State Department of Commerce is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application, testing, or interview process or this job announcement in an alternative format may email Human Resources at Human.Resources@commerce.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.

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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