Date: Spring 2022
Department: Community and Operational Services
Reports to: COO/CFO
Classification: Full-time, Exempt

The Director Client Services (DCS) is responsible for the overall leadership, strategy, management and financial results of the Client Services team (CST). As a key leader of the Community & Operational Services Team (COS), this position plays a key role in supporting / expanding HEBSV’s presence on multiple fronts, including the homeownership & loan origination process, the housing counseling programs and the underwriting / eligibility standards for the rapidly growing home repair / rehabilitation program. In addition to internal leadership, the DCS is expected to demonstrate thought leadership / sensitivity to in the community it serves, cultivate funding sources and program expansion opportunities as necessary to drive sustainable growth and impact.

Essential Functions

  • Auditing and reviewing activities and processes, and instituting best practices for the organization’s compliance processes, including playing a hands-on role in preparing, negotiating, and finalizing agreements and regulatory submissions
  • General first point of contact for any legal issues for all businesses within Habitat, not including HR matters.
  • Document and implement compliance requirements and establish an effective method of process audit, evaluating training, and methods of identifying and rectifying areas of non-compliance.
  • Maintain a culture of compliance and an environment of continual improvement of compliance processes.
  • Oversee contract management, loan agreements, polices and processes to ensure operational compliance.
  • Prepares or assists in the preparation of agreements with governments and other entities.
  •  Develop, update, implement, document, and maintain the organization’s compliance program, as necessary. The compliance program shall be maintained and updated annually to ensure accessibility, compliance with applicable laws and statutes and continuity.
  • Present periodic reports and an annual evaluation on the operation of the compliance program to the senior management, including an annual work plan that will include identifying areas of risk.
  • Represent Habitat as primary contact for Federal, State, and regulatory bodies or other relevant parties in issues of compliance. Prepare information, organize materials and staff, and complete or oversee all filings, compliance audits and site visits for and by applicable agencies.
  • Identify, assess, and report on areas of risk for the organization and with the appropriate staff of various departments and develop policies and procedures to ensure compliance with federal, state, and local laws.
  • Assist department managers in establishing routine audit and reporting procedures in accordance with compliance requirements. In the event of non-compliance, work with applicable department manager to establish a corrective action plan, following up on such plan until compliance is restored.

Homeownership Program Leadership
  • Represent and communicate the values, purpose and mission of HEBSV homeownership program to customers, governmental agencies, the public and other target audiences.
  • Set strategic direction and procedures for/with the Family Selection Committee and Family Resource Committee.
  • Development of homeowner orientation program.
  • Policy development including ability to pay, willingness to partner, and need for housing procedures, sweat equity program and guidelines.
  • Remain familiar and current with federal and state regulations. Research innovative programs and current trends. Update staff and implement programmatic changes as necessary.
  • Negotiate homeowner selection criteria and homeowner agreements with relevant governmental agencies.
  • Create/implement homeowner associations in support of the Housing Development Team.
  • Assist Housing Development Team with the submittal to Bureau of Real Estate and approval process for Habitat developments.
  • Coordinate and manage closing process for sale to buyers including developing the purchase and sale agreement, promissory notes, resale restriction agreements, and related documents.
  • Ensure origination team remains knowledgeable of evolving mortgage regulation and compliance with all applicable laws.
  • Support homeowners who are in the process of selling their Habitat home.

Housing Counseling Leadership

  •  Represent and communicate the values, purpose, and mission of HEBSV housing counseling program to customers, governmental agencies, the public and other target audiences
  • Ensure HEBSV remains HUD-certified; adjust as necessary if program expanded
  • Ensure quality control process in place and that is operating pursuant to HUD requirements.

Home Repair Program
  • Support Home Repair team in developing a process for client approval.
  • Develop and oversee procedures governing income qualification and eligibility requirements for home repair applicants.
  • Develop and oversee procedures governing loan-closing process for Cal Home loan repair clients.

Fund Development

  • With the objective of covering direct program expenses, and potentially generating cash contribution to HEBSV, create and execute strategies to increase a sustained base of government and other non-donation funding
  • Set strategic direction of housing counseling programs to reach underserved populations in service area.

HEBSV Contract Review (on an as needed basis)

  • Analyze and negotiate loan agreements and other documents, including resale restriction agreements, with governmental agencies.
  • Review and negotiate grant agreements and agreements with governmental agencies and consultants in conjunction with other Habitat departments.

Knowledge, Skills and Abilities

  • Minimum five years of experience in program development and project management required, including budget and schedule management. Minimum of three years of experience building, leading, coaching, and mentoring a team.
  • A strategic thinker, the driver behind the team’s success, while taking a hands-on approach to execution when appropriate. A history of successfully creating and implementing a strategy and vision based on strong analysis and rationale.
  • Has the ability to forge and maintain effective working relationships with representatives of public and private organizations, staff, volunteers, and the public.
  • Possesses the ability to bring innovation where needed and the passion, drive and confidence to move the organization forward.
  • Experience in working with housing agencies in a community development, community organizing, or property management setting.
  • Experience in building relationships with government agencies and administration government funding highly desirable
  • Strong Microsoft Excel and Word skills required, knowledge of Salesforce a plus and mortgage origination software
  • Commitment to HEBSV’s mission to preserve affordable homeownership for very low to moderate income households
  • Strong written and oral communication skills required
  • Detail-oriented

Work Environment/Physical Requirements

Primarily office work, hybrid of remote and in-office, based out of HEBSV’s Oakland or Milpitas offices. Limited travel within Alameda, Contra Costa, and Santa Clara Counties, and attending night and weekend meetings as needed. Travel between HEBSV’s Oakland and Milpitas offices as needed. Valid California Driver’s License and access to a vehicle required.

Note: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as desired.

Interested candidates must submit both a cover letter and resume to Lucinda Lee O’Sullivan, Director of HR & Operations at

About the Author

Habitat for Humanity East Bay/Silicon Valley

As an independent affiliate of Habitat for Humanity International, Habitat East Bay/Silicon Valley believes in a world where everyone has a decent place to live. We create opportunities for families to transform their lives, gaining the strength, stability, and self-reliance they need to build a better future. Working together as a community, we build homes with affordable mortgages, repair and renovate existing homes, counsel first-time homebuyers, and revitalize neighborhoods in Alameda, Contra Costa, and Santa Clara counties. For more information, please call 866.450.4432.