Housing Intake Specialist

EHA’s mission was and continues to revolve around promoting adequate and affordable housing, economic opportunity, and a suitable living environment free from discrimination in Evansville, Indiana. Our agency strives to expand the supply of assisted housing, improve the quality of housing, increase choices in assisted housing, improve quality of life and economic viability, promote self-sufficiency, and continue to ensure equal opportunities for all.

SUMMARY

Under the direction of the VP of Housing Choice Voucher, the Housing Intake Specialist will perform a wide range of activities related to determining and documenting participant eligibility, income, rent and contractual relationships with owners in support of the Housing Choice Voucher Program (HCVP) operations. The Housing Intake Specialist may perform admissions, re-certifications, interim adjustments, rent increases and deal with both participant and landlord problems.

ESSENTIAL JOB FUNCTIONS

Primary areas of responsibility and tasks that may typically be expected include but are not limited to:

• Manage the opening and closing of Waiting List
  1. Review submitted applications prior to approving for placement and closing waitlist.
• Purge the Waitlist
  1. Required after every authorized pull to assure all names were selected in accordance with EHA’s protocol and all non-selected families remain placed.
• Waiting List Administration
  1. Serve as primary contact for every application submitted.
  2. Responsible for selecting families from waitlist.
  3. Responsible for initial contact after selection (paper or electronic) for every application.
• Waiting List Eligibility
  1. Responsible for reviewing, calculating, approving, and inputting all data provided to determine eligibility for every applicant.
  2. Request both criminal background checks and PHA debt for every applicant.
  3. Notification of all applicants of approval or denial.
  4. Notify all qualified families of orientation appointments.
  5. Responsible for constructing orientation packets.
• Waiting List Voucher Issuance
  1. Responsible for conducting required Voucher briefing.
  2. Review all submitted RFTA’s to determine a family’s qualification of desired unit.
  3. Responsible for submitting all inspection requests.
• Process assigned client files in accordance with all applicable program rules and regulations.
• Waitlist conversion of an applicant to a resident
  1. Completing move in process from applicant to resident.
  2. All mailings (paper or electronic) notification of rental amounts to parties
  3. Assigning new resident to Housing Specialist.
• Portability
  1. Serve as primary contact for all incoming portability families.
  2. Review paperwork for initiating PHA, initiating/processing EHA paperwork related to port request.
  3. Responsible for Voucher issuance, orientation briefing, initiating inspection request, assigning port family to caseworker.
  4. Processing incoming RFTA for eligibility.
  5. Process moves in Yardi.
  6. Notification of rental portion to landlord and voucher holder.
  7. Contacting initiating PHA of rental amounts or confirmation of absorption utilizing HUD form 52665.
• Serve as primary agency contact with owners of rental units.
• Special Issuance Vouchers (VASH, EHV, FYI)
  1. Serve as Primary contact for referring agency and applicant.
  2. Responsible for knowledge of each program’s requirements.
  3. Responsible for determining eligibility for each applicant.
  4. Responsible for carrying out all responsibilities associated with the voucher issuance and move in process prescribed for the regular HCVP.
  5. Responsible for the separate orientation briefing due to partnership of referring agency.
• Housing Choice Mobility Wait List
  1. Responsible for maintain/updating the Housing Choice Mobility waitlist.
  2. Responsible for orientation and highlighting the amended move in process due to subsidy.
• Responsible for addressing leasing shortages for programs.
• Responsible for processing applicants responding to initial notice in both Rent Café and Yardi Voyager.
• Perform other related duties as assigned and/or required.

BEHAVIORAL COMPETENCIES

Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with sensitive topics and/or irate customers.

Customer Service: Understands that all Authority employees have external and/or internal customers that they provide services and information to; honors all of the Authority’s commitments to customers/residents by providing helpful, courteous, accessible, responsive and knowledgeable customer service.

Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; establishes rapport when working with others.

Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains friendly demeanor; values the contributions of others.

Results Orientation: Consistently delivers required agency results; sets and achieves achievable, consistently complies with quality standards and meets deadlines; maintains focus on Agency goals.

Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to delivering on his/her public duty and presenting oneself as a credible representative of the Agency to maintain the public’s trust.

Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions.

EDUCATION, EXPERIENCE AND/OR CERTIFICATION

• Bachelor’s degree in social work, Urban Studies, or related field (preferred) or High School Diploma
• Three years’ experience in position involving direct public contact, preferably of a human service nature or
• One year’s experience within a PHA program area of a Public Housing Manager (PHM) or; Certified Occupancy Specialist (COS) designation.
• Experience in interviewing people and processing confidential information.
• Possession of valid Indiana Driver’s License.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB COMPETENCIES:

• Thorough knowledge of HCV & PBV program existing regulations and policies under 24 CFR Parts 812, 813, 882, 887 and all applicable Fair Housing Regulations and Housing Quality Standards.
• Knowledge of HCVP & PBV forms and documents and of department staff functions and department policies and procedures.
• Knowledge of other agency programs and other resources available, including other human service agencies.
• Knowledge of tenant/landlord laws, rental market, and basic mathematics.
• Knowledge of problem-solving techniques.
• Knowledge of appropriate interview techniques.
• Ability to perform mathematical calculations accurately.
• Ability to understand legal forms and documents.
• Ability to work under pressure and with interruptions.
• Ability to be flexible and to initiate work projects and work independently.
• Ability to communicate orally and in writing; ability to write reports, memos, and other correspondence.
• Ability to work with a variety of people from different backgrounds, race, and economic levels.
• Ability to respect privacy and confidentiality of clients and to solve problems.
• Ability to organize and to systemize department procedures and to manage and resolve conflict.
• Ability to negotiate, to make decisions, to interpret and apply regulations, and to manage time.
• Ability to interview, to be tactful, non-discriminatory, and non-judgmental and to respond in crisis situations.
• Ability to prioritize workload, to review information for completeness and accuracy.
• Ability to disseminate, discuss and discern information, to read maps and to analyze data.
• Ability to implement HUD required changes within generally tight timelines.
• Ability to deal effectively with verbally and aggressive people.
• Ability to investigate and refer cases of suspected program abuse or drug-related criminal activity.
• Ability to work effectively with limited supervision.
• Demonstrated prompt, regular work attendance.
• Knowledge of the general operations and procedures of EHA properties and HUD programs.
• Experiential knowledge of core HCV program tasks including wait list management, lease-up, recertifications, financial management, and inspections.
• Intensive knowledge of the local, state, and federal laws governing the HCV Program, including Housing Quality Standards, health and fire regulations, landlord/tenant regulations, and evictions.
• Skill in providing instruction on the HUD and EHA HCV Programs requirements to potential participants and landlords, groups of the participants and landlords, and one-on-ones.
• Ability to think logically, analyze case problems, follow systematic procedures, and develop comprehensive reports.
• Ability to research and interpret HUD, federal, state and local laws, and regulations, as well as EHA policies and procedures related to the position.
• Ability to establish and maintain effective working relationships with co-workers, vendors, consultants, contractors, residents, HUD, and local, state, and federal officials. Ability to communicate with people from a broad range of social-economic backgrounds.
• Ability to prepare and present ideas in English, in a clear and concise manner, both verbally and in writing.
• Ability to perform program-required computations with speed and accuracy.
• Ability to perform duties with a high degree of judgment, discretion, and confidentiality.
• Ability to perform multiple tasks under pressure while maintaining professional composure under stress.

COMPUTER AND ADMINISTRATIVE SKILLS

To perform this job successfully, an individual should have average abilities using computer software such as MS Word, Excel and Outlook and should be capable of using internet resources for research and developing reports. Ability to learn other computer software programs as required by assigned tasks.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee’s job is intermittently sedentary. Will use some repetitive motion of hand-wrist in using computers. Must have normal range of vision to complete paperwork and review documentation; hearing and speech to communicate with executives, employees, co-workers, vendors, contractors, agency/company representatives, etc., on the telephone and/or in person on a frequent basis.

Work involves the normal risks or discomforts associated with an office environment. May include visits to other EHA facility sites and/or landlord properties. Possibility of violent behavior from program candidates/clients and angry and disgruntled past and present clients.