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Manager of External Services

Date Posted:  Jan 12, 2022
Requisition ID:  285541

Indianapolis, IN, US, 46204

Work for Indiana 

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day. 


At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to interview and to perform the essential functions of a role. 


About the Indiana Housing and Community Development Authority (IHCDA):


The Indiana Housing and Community Development Authority (IHCDA) is committed to serving the entire spectrum of housing, from homelessness to homeownership.  Our charge is to provide housing opportunities, promote self-sufficiency and strengthen communities, in order to build an Indiana with a sustainable quality of life for all Hoosiers in the community of their choice.  To learn more about IHCDA visit us at www.in.gov/ihcda.  




The salary for this position may be commensurate with education and/or experience. 

About the Job:


Emergency Rental Assistance Manager of External Services contributes to fulfilling IHCDA’s mission and meeting strategic and annual IHCDA operational and program goals by customer-oriented services and specialized case management for at-risk ERA applicants and the associated staff for the Emergency Rental Assistance (“ERA”) program. ERA provides assistance for rent, rental arrears, and utilities for low-income households that have been impacted by COVID-19 and are at risk of homelessness or housing instability.

A Day in the Life:


Process and Procedure Responsibilities:

  • Help craft policies and standard operating procedures to govern the benefits for the ERA program to include:
    • Assist in creation and maintenance of vendor database forms.
    • Interaction process with the landlords and utility companies to confirm applicant information.
    • Entries into vendor database to feed payment files.
    • Align applications with proper vendors. 
  • Keep open lines of communications with utility providers and elevate issues as appropriate to supervisor.
  • Act as liaison between Manager of External Services and Manager of Quality assurance and utility companies/landlords to help research payment questions/issues and achieve resolution for applicants.  
  • Compile information on most common questions and concerns. Work with ERA Director of Outreach, ERA Director of Operations, and IHCDA Communications team to release appropriate frequently asked question materials and to update program outreach materials so that applicants, utility companies, and landlords better understand program requirements and expectations.
  • Create a standard operating procedures for all ERA customer service and escalation service roles. Update SOP as needed as program policies and procedures change. SOP should include workflow charts.
  • Ensure all service staff are trained on the service SOPs.
  • Update FAQ as needed as program policies and procedures change.
  • Ensure customer service team provides information on application status to tenants.
  • Ensure escalation team provides information to both landlords and agencies providing rental assistance on the status of application assistance. 
  • Coordinate with IHCDA Directors on supplemental IHCDA programming and communicate programming to IERA applicants.
  • Coordinate with the Manager of Legal and Compliance on pending evictions for program-enrolled tenants.
  • Coordinate with the Director of Community Services and Community Services Division and IERA Case Manager on tenants who qualify for homelessness services. 


Management Responsibilities:

  • Supervise IHCDA’s ERA program customer service staff and the IERA Case Manager.
  • Assign daily workloads to customer service staff, including voicemails and e-mails that need returned and other assignments.
  • Provide high level of customer service by ensuring all inquiries (calls, voicemails, and e-mails) are responded to in a timely manner, generally within 24 hours when possible.
  • Collaborate with other internal resources as needed (legal, ERA review staff, etc.).
  • Hold ERA customer and escalation service staff accountable for meeting goals and assignments. Take appropriate steps when problems occur.
  • Provide ongoing coaching and training to ERA staff.
  • Conduct daily huddles and regular staff meetings with ERA staff.


Miscellaneous Responsibilities:

  • Meet at least weekly with, and provide weekly report to, the Director of Emergency Rental Assistance to identify unresolved issues, program challenges, areas where assistance is needed, any staffing concerns or needs, and areas for improvement.
  • Attend and participate in relevant IHCDA staff meetings and events.
  • Participate in continuous improvement events including huddles with ERA staff, rapid improvement events, and process mapping of the ERA program, etc.


The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.

What You'll Need for Success:


  • Bachelor’s degree required.  Preferred in finance, business, public administration, public policy, planning, real estate development, or social work.
  • Experience in staff supervision required.
  • Preferred experience with affordable housing programs with applicable certifications.
  • Demonstrated effective verbal and written communication skills.
  • Ability to lead a high-performing team in a collaborative and results-oriented manner.
  • Demonstrated customer service orientation.
  • Demonstratesd commitment to problem solving and a focus on being solutions oriented.
  • Able to think logically and analytically.
  • Able to research and comprehend complex regulations and then put that information into practice through policy and procedures.
  • Proactive in anticipating and alerting others to problems with projects or processes.
  • High detail orientation and accuracy.
  • Takes initiative and needs little supervision.
  • Performs responsibilities efficiently and in a timely manner. Able to prioritize, organize tasks and time, and follow up.
  • Able to work well in a team environment and as part of a team.
  • Proficient in basic computer skills, i.e. Microsoft Word, Excel, Outlook, and Internet usage.
  • Proficient in basic mathematics.

Supervisory Responsibilities/Direct Reports:

This role provides direct supervision for one or more staff members.

Benefits of Employment with the State of Indiana:


The State of Indiana offers a comprehensive benefit package for full-time employees which includes: 

  • Three (3) medical plan options (including RX coverage) and vision/dental coverages 
  • Wellness program (offers premiums discount for the medical plan) 
  • Health savings account (includes bi-weekly state contribution) 
  • Deferred compensation account (similar to 401k plan) with employer match 
  • Two (2) fully-funded pension plan options 
  • Group life insurance 
  • Employee assistance program that allows for covered behavioral health visits 
  • Paid vacation, personal and sick time off 
  • Competitive leave policies covering a variety of employee needs 
  • 12 company paid holidays, 14 on election years 
  • Qualified employer for the Public Service Loan Forgiveness Program 
  • New Parent Leave 
  • Free Parking 
  • Free LinkedIn Learning 


Equal Employment Opportunity:


The State of Indiana is an Equal Opportunity Employer.

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis