Departmental Manager 15/ Participant Services Manager

Full Job Description

Position open to CURRENT MSHDA qualified applicants ONLY

At MSHDA we pursue equitable housing outcomes for underserved populations, including but not limited to race, gender, disability, religion, age, weight, socioeconomic status, and LGBTQ+.

We are committed to ensuring a diverse workforce and a work environment whereby all employees are treated with dignity, respect, and fairness.

The Participant Services Manager is responsible for overseeing the delivery of comprehensive customer service and administrative support functions essential to the effective statewide administration of the Housing Choice Voucher (HCV) Program.

This position manages a team that serves as the primary point of contact for program participants, landlords, and the public, ensuring timely and accurate responses to inquiries received via phone, email, walk-in visits, and written correspondence, including third party inquiries.

The manager coordinates and supervises the handling of participant complaints, landlord concerns, and requests for informal reviews, ensuring compliance with federal and state regulations.

The role also includes oversight of Freedom of Information Act (FOIA) request processing, records retention, mail services, and other office support functions.

The Participant Services Manager ensures that all services are delivered with a focus on equity, efficiency, and customer satisfaction, while maintaining adherence to program policies, legal requirements, and internal performance standards.

For additional information, please see the links below:

Position Description
MSHDA's Code of Ethics
MSHDA's Promotional Video

Requirements

Education
Possession of a bachelor's degree in any major.

Experience
Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level.

Additional Information

To be considered for this position you must:

1. Attach a cover letter describing what strengths and work experience you bring to this position.
2. Attach a copy of your detailed resume to the job application. Dates of employment should include month and year and hours per week.
3. Attach a copy of your official college/university transcript(s), if you have completed any college/university.

Failure to complete any of the above items may result in your application not being considered.

Also, information provided in your application, resume, cover letter, transcripts, and any other documentation provided will be used to verify responses to the supplemental questions.

Unsupported responses may not be considered further.

For our purposes, "official college transcripts" must contain the college/university name and address, the degree conferred, and date granted, coursework completed (especially if no degree granted), and the Registrar's signature and/or seal.

A scanned or electronic copy is acceptable if it contains the elements listed above. The college/university does not have to send the transcripts directly to MSHDA.

Review more information regarding official transcripts.

Your application for any position does not guarantee that you will be contacted by MSHDA for further consideration. Only those applicants interviewed may be notified of the results.

Based on operational needs, hybrid remote work and alternate work schedule requests for this position may be considered.

Selected candidate must have a safe and appropriate designated workspace or workstation for performance of work and secure and sufficient internet access of commercial cable or wireless broadband with minimum speeds of 25 Mbps download and 5 Mbps upload.

Please note that weekly onsite work will be required. Work must be performed in the state of Michigan.

As a Condition of Employment: this position requires successful completion of a background investigation, drug test and a financial disclosure review.

Note: The use of artificial intelligence (AI) software of any kind is prohibited in all areas of the selection process; including, but not limited to, responses to application questions, and responses to interview questions or exercises.

Any applicant that is suspected of using AI software for any portion of the selection process may be screened out.

Applications must be submitted through NEOGOV. If you have questions or need assistance uploading and/or attaching your documents, please contact the NEOGOV applicant support at 855-524-5627.

Special Requirements, Licenses, and Certifications

Alternative experience qualifications of nonprofessional experience, previously identified by the appointing authority and approved by Civil Service, will be accepted as a substitute for the required classified, professional experience for the classification.

The nonprofessional experience must be related to departmental programs and services that provide the required knowledge, skills, and abilities.

Individuals appointed must possess the department-specific alternative experience for positions within that agency only.

View the entire job specification at: https://www.michigan.gov/mdcs/-/media/Project/Websites/mdcs/JOBSPECS/D/DepartmentalManager.pdf