HMIS Administrator of Agency Support

Housing Forward is the backbone organization leading one of the nation's most innovative and successful homeless response systems. Through the All Neighbors Coalition, Housing Forward aligns more than 150 public, private, and nonprofit partners to build a coordinated, data-driven system that resolves homelessness across Dallas and Collin Counties. Since 2021, the community has achieved five consecutive years of reductions in homelessness while Housing Forward has grown into a high-performing lead agency with more than 45 employees driving system strategy, performance management, and cross-sector collaboration.    

Housing Forward is entering its next chapter by implementing bold strategies to ensure no one is forced to sleep outside. The organization seeks strategic leaders who thrive in complex environments, build alignment across diverse stakeholders, and embrace a culture of continuous learning, collaboration, and innovation to drive system improvement.  

Data Management & Reporting serves as the HMIS Lead for the TX-600 Continuum of Care (Dallas and Collin Counties). The Homeless Management Information System (HMIS) is the CoC's shared data system for recording and reporting client-level information across the homeless response system, including Coordinated Entry, the CoC's centralized process for assessing, prioritizing, and referring people experiencing homelessness to housing and services. The HMIS Lead is responsible for HMIS administration and configuration to meet evolving CoC needs, data quality and compliance with HUD requirements and HMIS Data Standards, agency support, training, systems integration, and reporting across ClientTrack and the CoC's connected data systems, including the Open Path data warehouse, the Texas Homeless Data Sharing Network, Padmission Journey, and CountingUs, and partner-specific integrations. The team also leads the annual Point-in-Time and Housing Inventory Count strategy.

The HMIS Administrator of Agency Support is responsible for supporting HMIS end users and partner agencies to ensure they can effectively access, navigate, and use the system in alignment with CoC standards and operational needs. This role manages user access, onboarding and offboarding, technical assistance, and help desk support to promote strong agency readiness and positive partner experiences,  spanning ClientTrack and other CoC-managed databases, including Padmission Journey. This role also maintains HMIS-related public-facing content (cheat sheets and reference materials) on the Housing Forward website. Reporting to the Director of Data Management & Reporting, this position focuses on frontline user support, troubleshooting, and relationship-based problem-solving to strengthen HMIS adoption and effective system use.

Under the supervision of the Director of Data Management & Reporting, this role is accountable for frontline end-user success and agency readiness.

Agency Support & End-User Assistance

·         Provide technical assistance, troubleshooting, and day-to-day support to HMIS users and agencies.

·         Manage user onboarding and offboarding, access control, and account maintenance across ClientTrack and other CoC-managed databases (including Padmission Journey), in alignment with CoC policies.

·         Respond to and track help desk requests, ensuring timely resolution and partner satisfaction.

·         Execute provider-level data cleaning, corrections, technical fixes, and support.

Agency Readiness & Relationship Support

·         Support agencies in maintaining readiness for HMIS participation, compliance, and reporting.

·         Identify recurring challenges and escalate trends to the Sr. Manager and relevant team members, including flagging when support volume affects response times.

·         Strengthen partner relationships through responsive, respectful, and solution-oriented support.

System Navigation, Process Support & Content Management

·         Assist agencies with system workflows, data entry processes, and reporting navigation.

·         Support training delivery and reinforce best practices established by the Data Quality & Training role.

·         Maintain and update HMIS cheat sheets and reference materials on the Housing Forward website.

·         Document common issues, solutions, and process improvements to strengthen knowledge sharing.

End-User Support & Customer Service

·         Strong ability to provide technical assistance and responsive support to HMIS users.

·         Commitment to delivering respectful, solution-oriented customer service.

HMIS & System Navigation

·         Working knowledge of HMIS workflows, user roles, and data entry processes.

·         Working knowledge of all HUD HMIS-related standards for daily execution and agency participation requirements.

Communication & Relationship Building

·         Strong verbal and written communication skills with providers and internal partners.

·         Comfort supporting agencies through change or system challenges.

Organization & Process Support

·         Strong organizational skills and ability to track requests, tasks, and follow-ups.

·         Attention to detail in managing access, permissions, and user records across multiple systems.

Technology & Tools

·         Experience using HMIS or similar case management platforms preferred

·         Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

·         Familiarity with help desk systems, ticketing tools, and basic website content management preferred.

·         At least two years of experience working with a database or case management system.

·         Must have reliable transportation, valid state issued driver’s license and car insurance. Please note that travel is required on a limited basis.

·         Must be flexible to work at different sites as scheduled.

·         Limited requirements, must be able to maintain files and lift objects that weigh up to 25 lbs.

·         Housing Forward considers normal hours of operation Monday – Friday from 8:00am-5:00pm. Some nights and weekend meetings might be required to meet the needs of partner agencies or to represent Housing Forward at community meetings. 

·         Current Housing Forward guidelines state that employees must work at least 3 days per week in the office, but this is subject to change.  Housing Locators however are required to work in the field with landlords and property managers to the extent needed to meet unit goals.