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ClearPoint Offers more than Credit Counseling and Debt Management Programs. All of our financial services are designed and tailored to help achieve financial goals for you and your family.
Comprehensive management of all aspects of Housing Counseling delivery, focused on ensuring the maximum potential of client education/outreach efforts as well as delivery of services.
Essential Job Functions
Community Outreach/Education Presentations and Partnerships:
Plan, implement and coordinate all housing counseling initiatives, including Loss Mitigation (foreclosure prevention), Pre-Purchase, Reverse mortgage and any other housing counseling and educational initiatives.
Manage the Housing initiatives within the budget plan, created by you, and approved by the Vice President. Coordinate with external stakeholders (HUD, NFMCP, etc.) to maximize grant revenue.
Actively and strategically plan, target, participate, conduct, and monitor educational housing presentations and community outreach efforts including training, coaching, and conducting throughout various communities.
Conduct regularly scheduled team meetings with employees that are focused on educational mission, counseling quality, counseling content, community outreach, presentations, etc.
Identify and plan with the Vice President new educational initiatives as well as incorporating them into counseling sessions. Outreach efforts must be planned, targeted, and monitored.
Insure that Housing Counselors are meeting requirements in the communities they service; work with Report Specialists to assure that reports are completed correctly, timely, etc.
Work with Vice President and Director of Educational & Public Awareness to identify web link opportunities as well as quickly reacting to press/media requests, phone banks, etc.
Counseling Excellence:
Responsible for designing & conducting counselor performance evaluations insuring incorporation of all components (education, availability, QA scores, counseling excellence techniques, continuing client education in follow up sessions, etc.). Document and convey this information orally and written to the Financial Specialists.
Utilize monthly review metrics to analyze opportunities for coaching, mentoring, training counselors. Prepare scorecards monthly, deliver to counselors and discuss specific categories.
Insure incorporation of Solutions Focused techniques and approaches to address client's behaviors and financial educational needs.
Conduct regularly scheduled team meetings with employees that are focused on our educational mission as well as counseling excellence techniques.
Conduct regular monthly audits of counseling sessions as well as telephone monitoring audits. This includes on-site visits to branch offices.
Conduct regular monthly audits of counseling education follow-up sessions, reviewing telephone contacts, notes, and reports. This includes on-site visits to branch offices.
Client Education:
Assure client education by conducting audits, monitoring sessions using appropriate quality assurance monitoring forms, and providing timely and appropriate feedback to Financial Specialists.
Work closely with Trainer and Senior Director(s) to develop, train, and deliver presentations.
Audit client action plans to assure client education is documented with ongoing educational sessions throughout the tenure of the services.
Service Quality:
Assist in the development of operational procedures.
Actively participate in the resolution of client issues/problems.
Responsible for the adherence of all company policies and procedures.
Conduct ongoing audits (file audits, branch site visit audits, ongoing quality assuring monitoring, etc.) on a regular basis.
Responsible for the development and monitoring of telephone counseling schedules. Work with other Area Directors to monitor on a regular basis.
Other duties as assigned.
Knowledge, Skills & Abilities Required
Strong and effective presentation skills.
Demonstrated skills and behavior reflective of being a leader.
Must possess excellent communication skills, both oral and written.
Must possess excellent people management skills.
Ability to work independently while meeting deadlines.
Must be able to multi-task.
Flexible to travel as necessary which may include overnight travel.
Strong organizational skills.
Team player
College Degree preferred and/or successful and appropriate previous work experience.
Supervisory Responsibility:
This position supervises employees at the branch office level within the ClearPoint Footprint.
Last year my sister was diagnosed with Alzheimer’s disease and was unable to take care of her personal affairs. It was quite a struggle trying to make the creditors understand… the harassing phone calls at home, threatening letters… but our counselor helped us immensely. Our family just wanted to take a minute and thank her and to let you know what a great person you have working with and for your agency.
