Training, Client Engagement, and Capacity Building Officer

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Job Description

The Training, Client Engagement, and Capacity Building Officer is a key member of the Counseling Division with strong accountability to lead a third-party contractor and PHFA’s Housing Counseling Network to deliver exceptional training programs, fostering strong client relationships and building capacity of our housing counseling agencies and partners.  The Senior Training Officer is responsible for designing and implementing sponsored training initiatives that will drive client engagement and satisfaction, the development of strategic marketing/outreach plans to enhance the counseling agencies impact and sustainability while operating in PHFA’s Housing Counseling Network.

Key Responsibilities

Develop and Execute Capacity Building/Client Engagement Strategies

• Writes, develop and or incorporate existing curricula and outsourced development of counseling and educational materials including lesson plans, teacher/leader’s guides, take-home and in-session group and individual activities.

• Evaluate existing curriculum and manage relationships with staff at organizations that have developed their own counseling and educational curriculum.

• Facilitate focus groups as required to understand common interests, to determine barriers and to make industry improvements in our training and outreach efforts.

• Make recommendations regarding the design, development, integration, and implementation of the “Counselors Corner” applications to satisfy overall business needs and provide counselors with and adding new users into the Counselors Corner system.

• Design and conduct regional training presentations.

• Design, develop, and deliver training programs for housing counselors, clients, and partners, ensuring alignment with industry best practices, HUD guidelines, and organizational goals.

• Assist with coordinating the Agency’s counseling network and home buyer education presentations.

• Make home buyer education presentations to prospective home buyers, counselors and other groups.

• Coordinate all training activities involved with loss mitigation strategies appropriate to combat the loan delinquency rate in Pennsylvania.

• Develop and maintain partnerships with key stakeholders, including government agencies, non-profits, and industry organizations, to advance our organization's mission and goals.

Team Leadership and Collaboration

• Establish and maintain positive relationships with industry partners, state and local governments, and statewide education and volunteer professional associations.

• At the discretion of the Division Director, represent the Agency in joint counseling and educational projects with other public or private agencies or organizations.

• Assist in the selection, procurement, cataloguing and archiving of counseling and educational materials for affordable housing, with special emphasis on foreclosure prevention and loss mitigation training programs.

• Assist the Division Director in preparing for the Agency’s annual policy meetings.

• Maintain open lines of communication with staff members and other PHFA associates.

• Participate in educational seminars and classes.

• Conduct educational seminars and/or webinars regarding use of the Online Client Management System tool statewide.

• Foster strong relationships with clients, understanding their needs and preferences to inform training and engagement strategies.

• Develop and implement client engagement plans, ensuring high levels of satisfaction and loyalty, and improving housing outcomes for clients.

• Collaborate with cross-functional teams to identify capacity-building needs and develop strategic plans to address them, enhancing our organization's ability to serve clients and communities.

Data Management and Reporting

• Assist with re-designing and re-engineering existing processes necessary to accommodate changes in regulations, policies, or technology involving the CA Money Maintenance System and the AS400.

• Develop, submit, and monitor work requests to Information Technology.

• Manage detailed files on each agency, counselors and or borrowers assisted and entering all necessary information into the computer system as required.

• Evaluate the effectiveness of training programs and client engagement initiatives, making data-driven recommendations for improvement.

Project Management

• Maintain budgets and expense records regarding program related support funds associated with all counseling initiatives, training events and special projects.

• Create various reports, pie charts, bar charts, forms, certificates and PowerPoint presentations using Microsoft Offices Products.

• Provide one on one technical support on how to use the CMS System to counseling agencies and participating lenders.

• Assist and provide staff support using the CMS to conduct case file checks for compliance purposes.

• Stay up to date with industry trends, best practices, and emerging technologies to continuously improve training and capacity-building initiatives.

Qualifications

Experience

EEO Statement

As an employer, PHFA is committed to having a workforce that is diverse and reflects the residents that it serves. We strive to maintain a workplace where all employees and applicants for employment receive equal opportunities in all aspects of employment. There are numerous policies in place at PHFA to help us honor this commitment.

The Pennsylvania Housing Finance Agency is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, disability, family status, gender, national origin, political affiliation, race or religion.

Diversity Statement

PHFA values, honors and commits to the equitable treatment and elimination of discrimination in all forms. We are committed to the diversity of all staff, and in all programs and services offered.