Housing & Client Service Specialist I - Housing Authority of Snohomish County

Range A: Starting rate of $25.34. Full position range: $25.34 - $38.32 hourly.

Reports To: Special Programs Manager – Tenant Based Assistance

Position Status: Full Time, Non-Exempt

Position Purpose

Are you interested in serving people who are looking for safe, secure housing? Do you enjoy being the smiling face in someone's otherwise complicated day? Are you energized by helping our county's vulnerable populations? This role will work at the front desk assisting visitors/callers. They will greet walk-ins, answer incoming calls, and address Housing Choice Voucher-specific questions. This role will work at the Front Desk in the Main Office, located in Everett, WA.

Work is performed with considerable attention to detail, a firm understanding of the necessity for system organization and administrative process, all while demonstrating excellent customer service skills and interacting with the public in a professional and courteous manner. Successful employees in this position must provide consistently quality customer service, project and maintain a positive image with those contacted in the course of work and develop and maintain collaborative and respectful working relationships with team members and others.

In addition, this position will maintain a client caseload requiring thoroughness and accuracy. Requires responsible and consistent decision making related to the area of assignment.

Essential Job Duties and Responsibilities

1. Greets visitors and directs to correct staff members when additional assistance is required. Refers complaints and requests for service to appropriate staff.
2. Receipts rent payments from HASCO tenants logging the payer, check or money order number, the payment amount and the type of payment being made.
3. Answers routine requests for general information from the public and other agencies regarding HASCO services and activities. Refers those who are looking for immediate housing or related social services to other community agencies as appropriate.
4. Answers questions specific to Housing Choice Voucher programs for visitors and callers.
5. Conducts initial, annual, and interim review of client income; prepares and processes necessary paperwork.
6. Prepares and ensures execution of leases, contracts, and other documents necessary to establish tenancy.
7. Processes rent adjustments in a timely manner to ensure adequate notice to tenants and landlords.
8. Prepares and maintains digital tenant files.
9. Conveys and enforces voucher program requirements and determines tenant and landlord compliance.
10. Coordinates the involvement of tenants and landlords on the Housing Choice Voucher program, including inspections, lease negotiations and renewals, document execution, tenant-landlord disputes, and tenancy terminations.
11. Ensures appropriate coordination with other HASCO departments, including timely submissions of rent changes to Finance and exchange of pertinent information with the Inspection Division.
12. Communicates with participants on a regular basis, including those with and without appointments, in person, on the phone, and in writing. Responds appropriately and in a timely manner to resolve concerns and answer questions.
13. Maintains, compiles, and presents evidence in informal hearings.
14. Alerts the Housing Program Manager of potential management problems including client disputes and program abuse by participants.
15. Other assigned duties related to the general functions described above.

Supervisory Responsibilities

Does not supervise any staff.

Qualifications and Competencies

• Skill in organizing and managing a client caseload accompanied by a significant flow of paperwork.

• Ability to read, understand and appropriately apply HASCO policy and procedure. Maintain a thorough working knowledge of applicable federal, state, and local regulations that may frequently change.
• Exhibit and understand a concern for the needs of the poor and infirm.
• Skill in dealing with the public, tenants, and landlords, often in emotionally charged and sometimes verbally abusive situations.
• Ability to de-escalate hostile situations found in customer service situations.
• Graciously deal with client interactions; use tact, discretion and courtesy when interacting with visitors and callers.
• Ability to present and maintain a professional demeanor, remain calm while under pressure and effectively cope with interruptions and special instructions.
• Ability to establish and maintain necessary records and prepare clear, concise, and complete required reports.
• Thorough and attentive to details; able to prioritize and multitask; proactive and detail-oriented. Ability to maintain organization in a changing environment.
• Ability to accurately calculate tenant rent and deductions and apply them in relevant formulas.
• Exercise sound professional judgment. Establish and maintain effective working relationships with clients, landlords, service providers, and HASCO staff.

Education and/or Experience

High School graduate or GED equivalent required, with vocational training in office skills preferred.

A minimum of one-year relevant work experience; or any equivalent combination of education, training, and previous work experience that provides the required skills, knowledge, and abilities.

Communication Skills

Ability to communicate clearly and effectively, both verbally and in writing, with people from a variety of cultural, economic and ethnic backgrounds; individuals with disabilities hindering communication; and individuals lacking fluency in verbal or written English. Exhibits diplomacy and effective listening skills when communicating with clients, landlords, services partners and HASCO staff members. Utilizes proper grammar, spelling, punctuation and composition.

Computer Skills

Working knowledge of Microsoft Excel, Outlook and Word. Ability to perform thorough internet searches, accurately complete data entry logs and clearly transmit information through email. Ability to work effectively with specialized software applications.

Work Environment and Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly sit, talk and/or hear. The employee will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. The employee is occasionally required to reach with hands and arms. The employee must also occasionally lift and/or move up to 25 pounds. Specific vision abilities include close vision and color vision.

Work is performed primarily in an office environment at the main office in Everett, WA. While performing the duties of this job, the employee will operate standard office equipment including computers, telephone, and related equipment.

Contacts

Work requires frequent contact with HASCO clients, staff, landlords, representatives from other agencies and businesses, and the general public.

COVID-19 Vaccination Requirement

All HASCO employees must be fully vaccinated against COVID-19 for the health and safety of the community we serve and our employees. Upon acceptance of an offer of employment, a prospective hire must submit a certificate of vaccination to the Human Resources Department. Individuals with a qualifying medical or religious reason may submit a request for exemption. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an accommodation.

Benefits

HASCO provides generous benefits including several options for medical/dental/vision coverage through the Public Employees Benefit Board (PEBB), 11 holidays, two floating holidays, and three weeks of Annual Leave the first year. In addition, HASCO is a part of the Washington State Retirement System (PERS), and we offer Life Insurance. We also offer tuition reimbursement upon successful passing of probation.