Lead Program Assistant

Job Type
Programmatic/Project Management
Metro Housing | Boston
Contact Name
Marie Claire (MC) Hamet
Contact Email
Contact Phone

1411 Tremont Street
Roxbury, MA
United States

Job Description

SALARY: $55,000 per year.

This is a full time, non-exempt position.



Metro Housing|Boston is a leading nonprofit dedicated to connecting the residents of Greater Boston with safe, decent homes they can afford. Metro Housing empowers families and individuals to move from homelessness to housing stability. Serving more than 25,000 households annually, we work seamlessly to bridge the gaps among government, nonprofits, and corporations to continually increase our impact. With more than 30 years’ experience piloting and implementing housing programs, we have solidified our position as an industry-leading expert on navigating the affordable housing field.


We mobilize wide-ranging resources to provide innovative and personalized services that lead families and individuals to housing stability, economic security and an improved quality of life.


Lead Assistant for the Gateway department is the primary supportive staff member for the Program Assistants and Gateway Manager. This vital role will assist management in organizing work, providing guidance to staff and making recommendations to management on changes for both the Gateway department and Leased Housing. The Lead will assist the Manager and Managing Director in conducting quality assurance reviews for the team and assist in coaching staff to meeting their goals. Quality assurance will include, but not limited is phone recordings, email etiquette and quality of response, as well as face to face interactions with voucher holders and owners in our lobby.

Additionally, the duties of the position include a wide range of activities related to coverage for phone support and file room retrieval, as well as providing ideas for training based on staff feedback.

REPORTS TO: Manager of Gateway


The statements below are intended to describe the general nature and scope of the work performed  by the Gateway Lead.

  • Understands federal and state regulations as well as internal policies and communicates the policy to the public;
  • Answer telephones calls from the Vonage call center and assist the team in coverage and overflow;
  • Answer emails through Zendesk and assist in merging tickets for Program assistants, as well as merging documents;
  • Assist in cross referencing tickets with the communication log and saving links inside tickets to assist program assistants with answering tickets faster once assigned;
  • Assist in assigning tickets and file room tasks and building a regular schedule on file room pulls;
  • Assist in monitoring tenant portal requests and cross referencing Zendesk for duplicates;
  • Attend meetings and trainings;
  • Monitor the activity of staff and any additional training recommendations;
  • Assist in conducting trainings for new or current staff;
  • Communicates with applicants, participants, landlords/owners and co-workers in a professional manner;
  • Responds timely to requests and inquiries from customers and staff, by phone, in person and by written communications when needed; and
  • Operates a variety of office equipment such as computer, calculator, photocopier, postage meters, etc.


  • At least three (3) years’ experience working in Public Housing, Housing Choice Voucher/Section 8, or other Federal housing programs, including at least five (1) years at a supervisory level;
  • Ability to understand and implement HUD regulations, and other Federal, state and local laws, rules and regulations related to low income housing, including Metro Housing and DHCD MTW policies and procedures;
  • Ability to plan, schedule, assign, supervise, train, and evaluate the work of subordinates in a manner which will maintain a high level of productivity and morale;
  • Excellent communication and interpersonal skills. Ability to communicate with and relate to persons of diverse backgrounds and abilities and to establish and maintain effective working relationships with participants, landlords and other employees;
  • Ability to complete complex and detailed tasks in a timely manner;
  • Ability to plan and prioritize duties;
  • Ability to operate business machines and use housing software; 
  • Ability to work independently, performing relatively complex work in an accurate and timely manner without close supervision;
  • Ability to exercise good judgment;
  • Strong time management skills with the ability to handle large caseloads and high volume of work in a busy, fast paced environment;
  • Ability to multi-task handling several tasks at once, anticipating and identifying problems and putting forward solutions;
  • Ability to handle frequent interruptions without a loss of efficiency/productivity or accuracy; and
  • Attention to detail in all aspect of work.


  • Candidates with multilingual skills (verbal and written). We are seeking candidates that speak and write English and at least one of the following languages (for interpreting and translation): Cape Verdean Creole, Haitian Creole, Portuguese, and Spanish.

Most benefits are available on your first day of work with Metro Housing | Boston. These benefits currently include:

Your and your family’s health

  • Health and dental coverage on a pre-tax basis;
  • Eye Med Vision plan on a pre-tax basis;
  • Medical and dependent care reimbursement account;
  • Company paid life and AD&D insurance and long-term disability;
  • Free, confidential Employee Assistance Program;
  • Voluntary life, accident, critical illness and cancer insurance.

Work/life balance

  • Generous vacation, sick, and personal time;
  • 13 paid holidays per year;
  • Paid new parent leave;
  • Flexible schedules (when available).

Retirement plan

  • 403(b) plan with a company match.

Career growth

  • Tuition reimbursement program;
  • Internal promotions encouraged.




Application Instruction