HUD's Web Management Operating Procedures

Section 1: Roles And Responsibilities

E: Web Coordinators

Web Coordinators in the Field are the official points of contact - designated by the Field Office Director or Regional Director (in Regional Offices) - for web activities in that office. Normally, there is one Web Coordinator per Field office. In Headquarters, the Web Coordinators are points of contact within the sub-divisions of the program or operations office. So, for example, HQ Housing has several Web Coordinators.

Web Coordinators help the Web Managers handle the full range of activities associated with managing HUD's 3 websites (hud.gov, espanol.hud.gov, and hud@work), HUD's web-based kiosks, HUD's Public Computers (HUD-PCs), Web Clinics for HUD Partners, staff training, and marketing and outreach efforts to promote HUD's web products. These are just some of the important duties you carry out in support of HUD's web efforts:

• You help create, update, and manage the content of our websites. That includes helping manage the quarterly content certification process.
• You help teach HUD staff how to use the web, and our websites in particular, so they can do their jobs more easily and so they can help our customers find what they want and need, on our websites.
• You help tell our customers about our websites by handing out brochures at homebuyer fairs and doing demonstrations of the website at local events.
• You help find good locations for our kiosks, which are delivering important information to low-income citizens who don't have access to the web.
• You answer the email generated by our website, helping citizens and partners solve their problems and achieve their goals.
• You maintain regular contact with the person designated as the web-contact in each program area in your office, which would include CPD, Public Housing, Housing, and Fair Housing in a full-service office.
• You are "eyes and ears" for the Web Managers, helping them identify opportunities to use the web to accomplish HUD's mission and goals.

What's in it for you?

Well, hopefully, you enjoy having a real impact on citizens. But at the same time, you are learning about our web management operations and are acquiring experiences and skills that could help if you should choose to apply for a Web Manager position at some point in the future.

Being a Web Coordinator takes good analytical skills, writing skills, editing skills (yes - we know that's hard!), organizational skills, communication skills, and customer service skills...and a whole lot of patience! You are critical to the success of HUD's web products; you are valued members of the web management organization.

Getting to Know Your Duties

Following are some of the specific duties that Web Coordinators perform:

• Develop, coordinate, maintain, and manage content for HUD's Internet and intranet websites and kiosks, in accordance with Departmental web policies and publication standards and other guidance from the Departmental Web Team. Identify and work with points of contact in each of the program areas (Field) and offices/divisions/branches (Headquarters) who develop the content, and make sure they are aware of HUD's policies and procedures.
• Assist the Web Manager in coordinating the quarterly certifications, ensuring they are submitted in a timely manner.
• Brief the Office Directors and Program Directors on new content being added to the websites, so that they'll know what's available
• Help the Web Managers ensure the quality of the content on our websites by applying Quality Control standards before submitting it to the Web Manager
• Help the Web Manager and Office Directors inform managers and staff throughout the Office about the Department's web policies and publication standards.
• Serve as a point of contact within the office for questions about the Department's web policies and publication standards and raise issues to the Web Manager
• Make the Web Manager aware of web training needs of the staff and help address those needs
• Make sure that HUD staff performing customer service functions, in particular, know how to use HUD's websites to answer questions and direct citizens and partners to the information they need
• Make the Web Manager aware of marketing and outreach opportunities and help promote HUD's web products
• In the Field, assist the Web Manager and the Departmental Web Team in planning and conducting Web Clinics for HUD Partners
• In the Field, assist the Field Office Director and Web Manager in finding good locations for HUD kiosks; and promote the kiosks
• In the Field, monitor use of the HUD Public Computers and promote their use
• Respond to web-generated email in compliance with Department policies, and ensure that responses are timely and appropriate in tone and content
• Report "good stories" that might be included on HUD's websites - a single mom who bought her first home with an FHA loan, a community that was able to get its kids off the streets because of a HUD-funded community center, young people who were able to learn job skills through HUD's Step-Up or Section 3 programs.
• Offers suggestions to the Web Manager for ways to improve web management at HUD

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