Housing Specialist II (HCV)

Description

SCOPE: This position is responsible for processing initial, interim, and transfer certifications for families participating in the Housing Choice Voucher (HCV)/Section 8 Program. The incumbent verifies eligibility for continued program participation in accordance with federal regulations, program requirements, and established Standard Operating Procedures (SOPs). This position is expected to demonstrate CMHA's core values of Respect, Integrity, Accountability, Professionalism, Accuracy, Timeliness, Initiative, Creativity, Excellence, Value, Quality, and Exceptional Customer Service while assisting applicants, participants, landlords, and community stakeholders.

ESSENTIAL FUNCTIONS: 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.

• Interview applicants and participants to obtain and verify income, assets, and family composition information necessary to determine initial and continued eligibility for HCV/Section 8 programs, ensuring accuracy, professionalism, and integrity throughout the process.
• Complete all required certifications accurately and timely in accordance with agency policies, procedures, federal regulations, and established performance standards.
• Process reported changes for applicants and participating families utilizing CMHA's software systems while maintaining quality, confidentiality, and accountability.
• Calculate housing assistance payments, tenant rent portions, and utility allowances with a high degree of accuracy and attention to detail.
• Perform walk-in duties and provide exceptional customer service to clients in a respectful, professional, and courteous manner.
• Generate appointments, terminations, addendum notifications, correspondence, forms, and letters in accordance with program rules and regulatory requirements.
• Develop and maintain positive, professional relationships with applicants, participants, landlords, and community partners to support the delivery of excellent service and CMHA's Gold Performance Standards.
• Follow up with clients and landlords to obtain required documentation and provide timely updates regarding program status and unit eligibility.
• Assist with and conduct briefing and re-briefing sessions, ensuring participants understand program requirements and responsibilities through clear, respectful communication.
• Update client records and provide accurate information regarding subsidy estimates, tenant rent obligations, utility allowances, and program regulations.
• Process Requests for Tenancy Approval (RTAs) and coordinate unit inspection scheduling in a timely and efficient manner.
• Respond promptly and professionally to email, telephone, written, electronic, and in-person inquiries from internal and external customers.
• Prepare correspondence, reports, presentations, and other documentation utilizing Microsoft Office applications and CMHA software systems.
• Organize, assemble, and distribute materials needed for agency meetings, participant briefings, and other operational activities.
• Input, maintain, and retrieve data and reports related to Housing Choice Voucher Program operations while ensuring data integrity and accuracy.
• Review and process participant and owner terminations in accordance with program regulations, agency policies, and due process requirements.
• Provide exceptional customer service to internal and external clients, residents, property owners, community stakeholders, and agency partners in accordance with CMHA's Gold Standards.
• Demonstrate initiative and creativity in identifying solutions, improving processes, and contributing to departmental goals and service excellence.
• Maintain accountability for assigned workload, deadlines, and program compliance requirements.
• Uphold CMHA's commitment to quality, value, professionalism, respect, and integrity in all interactions and work activities.
• Perform additional 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.

MINIMUM QUALIFICATIONS:

• Knowledge of PC-based software applications including Microsoft Word, Excel, Outlook, and other business software systems.

• Strong oral and written communication skills with the ability to communicate effectively, respectfully, and professionally with diverse populations.

• Strong interpersonal skills and the ability to build productive working relationships with applicants, participants, landlords, coworkers, and stakeholders.

• Proficiency in basic business mathematics, including addition, subtraction, multiplication, division, percentages, and fractions.

• Experience interpreting and implementing policies, procedures, contracts, and regulatory requirements.

• Demonstrated commitment to accuracy, attention to detail, and quality work products.

• Ability to maintain confidentiality and handle sensitive information with integrity and professionalism.

• Excellent customer service skills with a commitment to providing exceptional service and creating positive customer experiences.

• Ability to work effectively in a fast-paced environment while managing multiple priorities and meeting deadlines.

• Strong organizational, problem-solving, and time-management skills.

• Demonstrated accountability, initiative, and the ability to work independently while contributing positively to a team environment.

• Ability to adapt to changing priorities and identify creative solutions that improve efficiency and service delivery.

• Must enjoy working with numbers and possess the ability to learn, retain, and accurately apply program-related information and regulations.

EDUCATION/EXPERIENCE/CERTIFICATIONS:

• At least two (2) years of college level courses in Business Math, Social Work, Community Relations, Finance, Accounting, Communication or equivalent experience.

• At least two (2) years' work experience in public contact work involving interviewing, collecting, organizing, analyzing and interpreting complex data; or equivalent.

• Knowledge of HUD regulations and advanced business math.

• The incumbent must possess a housing specialist certification within 12 months of employment with CMHA as an HCV/Section 8 Housing Specialist.

• Incumbent must also take and pass all additional certification training and certifications offered during the course of employment in this position.

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 accommodation 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.

Must be able to walk, bend, stoop and climb; demonstrate the manual dexterity necessary to efficiently operate a keyboard; be able to climb stairs, communicate via telephone and drive long distances.

OTHER: The incumbent 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 incumbent may have no more than 6 accumulated points in 3 consecutive years.