Specialist, Technical Support (Client Portal)

The Los Angeles Homeless Services Authority (LAHSA) seeks motivated professionals who want to use their talents and skills to make a difference.  Our 750+ FTE staff are adaptive problem solvers and passionate about enriching people’s lives. If you are mission-driven, dedicated to superior service and support, and can diligently work independently in a collaborative environment, we would love for you to join our team. LAHSA is leading the fight to end homelessness in LA City. Here, not only would your work have a real impact on the community, but we also offer a comprehensive and competitive benefits package. 
 
Created in 1993, LAHSA is a joint powers authority of the city and county of Los Angeles.  As the lead agency in the HUD-funded Los Angeles Continuum of Care, we coordinate and manage over $800 million annually in federal, state, county, and city funds for programs providing shelter, housing, and services to people experiencing homelessness.

Background on Data and Analytics at LAHSA
LAHSA manages critical data sources on people experiencing homelessness and utilizing homelessness services, including the Point-in-Time Count and Homelessness Management Information System (HMIS) data. LAHSA also works collaboratively with a range of agencies that maintain data on homelessness services and housing in Los Angeles, and these data sources are integrated into LAHSA’s data environment to help build a holistic picture of homelessness in the region.  This data must be maintained, analyzed, and reported for various audiences and use cases, from internal policy and operational planning to external reporting to funders, elected officials, and the public. 
 
Under the supervision of the Data Management Request and Operations Manager, the Client Portal Technical Support Specialist will be responsible for providing technical support in a timely, consistent, and courteous manner to all end users of the Client Portal in the Homeless Management Information System (HMIS). HMIS is the primary database where all homeless service clients’ care and services are captured.  The client portal is an HMIS feature that allows participants being served by the homeless service system to access their program enrollment history, directly manage their case managers, share their location and other documents to help them get connected to housing. LAHSA is seeking a trauma-informed, passionate Technical Support Specialist to provide support to clients accessing the portal by researching and answering questions, troubleshooting problems, and explaining resolutions clearly and concisely. In addition to resolving client portal access and logistic issues, the client portal technical support specialist will be responsible for coordinating with other departments and organizations to maintain an active Resource Directory of countywide resources available to participants via the client portal. While this role will prioritize client portal activities, they will also be responsible for monitoring and resolving support requests for other HMIS users through our enterprise ticketing system.

Note: This position is temporary and funded through June 30, 2026. 

The functions listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of responsibilities. 

• Provide friendly and helpful customer service to participants accessing the client portal. 
• Provide technical support via phone, email, web, or in-person. 
• Research, troubleshoot, and identify solutions to resolve end user issues. Solutions include but are not limited to, resetting passwords, troubleshooting logins, and assisting with navigation of the LA/Continuum of Care HMIS, and the HMIS Customer Portal. 
• Support with training service providers on how to help clients gain access to the client portal.
• Monitor the client portal usage and provide regular reports to track engagement and develop strategies to improve engagement.
• Establish good working relationships with end users. 
• Record, track, and document the help desk/ticketing system request problem-solving process, including all successful/unsuccessful decisions made and actions taken, through to the final resolution. 
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team. 
• Create new HMIS user accounts, passwords, and set appropriate permissions.  
• Analyze incoming HMIS-related and Data request-related issues to identify common trends and underlying problems.  
• Develop tutorial videos, conduct live webinars, and update our website with helpful tips.  
• Stay current with HMIS information, changes, and updates. Prioritize those impacting the Customer Portal.
• Create and maintain a resource directory geared towards clients experiencing homelessness.
• Support with the distribution of communications for Customer Portal users.
• Test new system features and document findings.   
• Engage in data management activities and quality monitoring control.  
• Analyze and make recommendations for HMIS standardization.  
• Analyze and make recommendations for help desk/ticketing system standardization.  
• Facilitate a weekly HMIS working session course for end users to obtain in-person assistance.  
• Other duties and special projects as assigned.

• Knowledge of the HMIS; LA CoC HMIS is preferred. 
• Knowledge of software maintenance is preferred.
• Experience in trauma-informed care and working with clients preferred.
• Excellent people skills, specifically a capacity for collaboration and interpersonal relationships. 
• Excellent written and verbal communication skills, including the ability to express technical concepts clearly to both technical and non-technical audiences. 
• Strong organizational skills with strong attention to detail. 
• Expert problem-solving, prioritization, and decision-making capabilities. 
• Strong ability to multi-task and prioritize workload.
• Intermediate level of computer software programs specifically Microsoft Office Suite (Word, Excel, Access, Power Point, Outlook and Smartsheet. 
• Lived experience is a plus.
• Familiarity with vendor relations is a plus.

• Bachelor’s degree in Information Technology, Social Services or any related field
• The candidate must have a valid California Drivers’ License and a good driving record for a minimum of three (3) years. 
• Proven professional experience and educational background.

• This position is currently on a hybrid schedule (two days in person per week). The Chief Executive Officer or designee may change the schedule of positions between hybrid and fully onsite as necessary to accomplish LAHSA's business needs.

Residency Requirement: This position requires the employee to reside within the State of California. Proof of residency may be requested as part of the onboarding process to ensure compliance with organizational and operational requirements.
 
Applicants may make a reasonable accommodation request for this job by calling the Human Resources Department at (213) 683-3333; or via email at humanresources@lahsa.org.

 We are an Equal Opportunity / E-Verify Employer