Housing Assistant - Central Applications Center (CAC)

Job Summary

• An ability to handle a high volume of calls from a switchboard.
• A desire to provide exceptional customer service as this individual is relied on to respond to questions from owners and participants.
• Excellent communication skills as they will be working directly with our clients and third-party agencies.
• A proven track record of being dependable.
• Experience working with diverse clientele and staff.
• Self-motivated professional with exceptional interpersonal skills.
• Attention to detail when reviewing information that has been submitted for completeness or determining what documentation will be required based on applicant situations.

Essential Functions

The Housing Assistant - CAC will:

• Answer incoming calls, provide customer service, and respond to inquiries by telephone and written correspondence; provide information on housing assistance re-certification requirements to clients, landlords, and third parties; assist with the completion of standardized forms or documents; ensure documentation accuracy and completion; submit in a timely manner to ensure subsidy retention.
• Process and prepare a variety of documentation for program or department assigned such as applications, annual re-certifications etc., update client information in appropriate software application or database.
• Determine required verifications based on family composition, employment, income, and related criteria; mail out review letters and packets to clients.
• Explain policies and procedures for moving, changes in family income and composition, requesting a reasonable accommodation, complaint inspections, and porting to clients and landlords.
• Contact third parties to collect verification by phone, fax, and email; follow up with third parties when clarification regarding income, household composition, etc. is required; scan and index re-certifications, interims, and miscellaneous documentation into electronic records system.
• Schedule and facilitate meetings with applicants.
• Maintain records and files.
• Process mail, including pick up, delivery, opening, sorting, and dispersing the mail to staff.
• Assist with special assignments as requested.
• Maintain inventory, office supplies, and office equipment.
• Assist with training new staff as needed.

Qualifications and Competencies

• High School Diploma or GED AND
• Minimal experience in administrative support work with customer service experience OR
• An equivalent combination of experience and education that provides the necessary knowledge, skills, and abilities to perform the essential functions of this position.

• Demonstrated experience maintaining records (manual and electronic) and performing data entry with a high level of accuracy and attention to detail; ability to consistently and accurately document information and process files.
• Demonstrated success providing customer service over the phone, via email and in person.
• Proficiency using MS Office applications including Word, Excel, Outlook and the internet; skill and ability to learn and use agency software programs (Tenmast).
• Ability to work effectively and positively with individuals of diverse cultural and socioeconomic backgrounds.
• Clearly and effectively communicates both verbally and in writing by actively listening and sharing relevant information.
• Ability to work under stressful situations and manage stress appropriately.
• Excellent organizational skills including prioritizing, keeping track of information or work in progress, ensuring accuracy, and multi-tasking.
• Ability to work effectively and collaboratively as a team in a busy office environment while earning the trust, respect and confidence of others.
• Shows willingness to learn new methods, procedures, and techniques.

• Consent to and pass criminal records background check.
• Consent to and pass required assessments.

Position Information and Application Process

• Complete the online application profile in its entirety.
• Upload a cover letter that addresses how your experience and education qualifies you to perform the essential functions listed in the job announcement. (Cover Letter)
• Upload a detailed résumé of all educational and professional experience. (Résumé)