Office Specialist II (HCV)

Description

SCOPE: This position is responsible for performing a variety of clerical and administrative functions in support of the Housing Choice Voucher (HCV) Program. The incumbent demonstrates CMHA's commitment to respect, accuracy, timeliness, integrity, accountability, professionalism, and exceptional customer service while supporting program operations and serving internal and external customers. This position contributes to the delivery of high-quality housing services through attention to detail, initiative, collaboration, and a dedication to excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required.

• Prepare a variety of correspondence, reports, forms, and other documents utilizing Microsoft Office applications and CMHA-specific software systems with a high degree of accuracy, quality, and professionalism.

• Prepare, organize, print, and assemble materials used in agency meetings, briefings, training sessions, and other organizational functions in a timely and efficient manner.

• Input information and generate reports from computerized systems supporting the Housing Choice Voucher Program while ensuring data integrity and accuracy.

• Review and process information related to owner and participant terminations in accordance with program regulations and agency policies.

• Provide data entry and administrative support to Housing Choice Voucher Managers, maintaining accurate records and documentation.

• Deliver respectful, professional, and exceptional customer service to internal and external clients by telephone, online, and in person.

• Open, log, distribute, and track departmental internal and external mail, ensuring timely processing and accountability.

• Create, organize, and distribute correspondence and communications to clients while maintaining confidentiality and professionalism.

• Assist with leases and contracts, apply and remove payment holds or abatements, schedule appointments, and perform filing, faxing, scanning, and copying functions.

• Conduct unit and owner background checks on Requests for Tenancy Approval (RTAs) while maintaining compliance and attention to detail.

• Perform rent reasonableness assessments and establish units within the agency system with a commitment to accuracy and regulatory compliance.

• Open, create, distribute, log, verify, document, and track agency mailings and related communications.

• Process rent reasonableness assessments to determine reasonable rent levels for proposed and contracted units in accordance with HUD regulations and agency standards.

• Provide desk coverage for agency lobby areas and serve as a positive representative of CMHA through courteous and professional interactions.

• Operate a variety of office equipment and technology systems efficiently and effectively.

• Assist with briefings, recertification appointments, and other departmental or agency functions.

• Demonstrate initiative and creativity in identifying opportunities to improve processes, increase efficiency, and enhance customer service.

• Maintain accountability for assigned tasks and deadlines while supporting team goals and departmental objectives.

• Provide customer service in accordance with CMHA's Gold Standards, reflecting the agency's values of respect, integrity, excellence, quality, and value in every interaction.

• Perform other duties as assigned.

Requirements

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each competency satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

DESIRED QUALIFICATIONS:

• Demonstrated commitment to providing exceptional customer service with professionalism, respect, and responsiveness.

• Ability to maintain strict confidentiality and exercise sound judgment with integrity.

• Type a minimum of 55 words per minute after errors are deleted.

• Demonstrated proficiency in word processing applications, preferably Microsoft Word.

• Good working knowledge of electronic spreadsheets, preferably Microsoft Excel.

• Good knowledge of English grammar, punctuation, and business correspondence.

• Strong organizational skills with attention to detail, accuracy, and quality.

• Strong telephone and interpersonal communication skills.

• Ability to manage multiple priorities and complete assignments in a timely manner.

• Demonstrated accountability, initiative, and dependability in completing assigned responsibilities.

• Ability to work collaboratively with staff, residents, participants, landlords, and community stakeholders while maintaining professionalism and respect.

• Commitment to continuous improvement, excellence, and delivering value through high-quality work products.

EDUCATION/EXPERIENCE/CERTIFICATIONS:

• High school diploma or equivalent.

• One (1) full year of clerical work experience.

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 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.

While performing the duties of this job, the employee is frequently required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to sit or stand for eight hours while performing essential work duties. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must be able to perform essential job functions in an environment that could have increased stress levels.

OTHER: The candidate must possess and maintain a valid driver's license in state of residence, and maintain an insurable driving record under the terms and conditions of the CMHA auto liability policy. The candidate may have no more than 6 accumulated points in 3 consecutive years.