Housing Program Specialist (Landlord Liaison & Eligibility)

Position Summary

The Housing Program Specialist serves as a key point of contact between the Housing Authority, participating landlords, and program applicants/participants. This position is responsible for fostering positive landlord and tenant relationships and delivering high-quality customer service. Additionally, the role is responsible for conducting initial and continued eligibility functions for the Housing Choice Voucher (HCV) program and routine transaction processing for subsidized housing programs. This role requires a foundational understanding of subsidized housing programs including the application of HUD regulations to determine eligibility, calculate income, and support leasing outcomes.

Key Responsibilities:

Landlord Liaison Duties

• Serve as the primary contact for landlords participating in Housing Authority programs (e.g., Housing Choice Voucher/Section 8).
• Recruit, onboard, and retain landlords by promoting program benefits and addressing concerns.
• Assist landlords with inquiries on leasing processes, inspections, rent reasonableness, and Housing Assistance Payment (HAP) contract execution.
• Provide guidance on Housing Authority policies, procedures, and compliance requirements.
• Mediate and resolve landlord-tenant issues in collaboration with program staff.
• Coordinate and communicate inspection scheduling, results, and follow-up actions.
• Maintain accurate landlord records and documentation in accordance with program regulations.
• Develop outreach strategies to expand landlord participation and housing inventory.
• May conduct periodic NSPIRE inspections of units.
• Assist in development and implementation of Moving to Work Landlord Incentive initiatives.

Customer Service Responsibilities

• Respond to inquiries from applicants, participants, landlords, and the public via phone, email, and in-person interactions.
• Provide accurate and timely information regarding program eligibility, application status, policies, and services.
• Assist clients with completing forms, submitting required documentation, and navigating program requirements.
• Handle complaints and service requests with professionalism, empathy, and responsiveness.
• Maintain detailed and accurate records of communications and case activities.
• Support front desk or intake operations as needed.

Eligibility - HCV Program Support

• Administer the HCV Waiting List, including annual purging, updating reported applicant changes, verifying preferences, waiting list lottery process, and opening/closing of the waiting list.
• Manage a caseload of applicants and participants, ensuring timely processing of eligibility and recertification activities.
• Perform detailed eligibility determinations for the Housing Choice Voucher (HCV) program in accordance with HUD regulations and Housing Authority policies.
• Issue and track vouchers issued to eligible applicants. Grant extension or remove from the waiting list for failing to lease within the allotted timeframe.
• Issue Request for Tenancy Approval, negotiate rents, determine rent reasonableness, and approve units for initial inspection.
• Conduct applicant and participant interviews to collect, clarify, and verify household information, including income, assets, expenses, and family composition.
• Review and analyze third-party verifications (e.g., EIV data, employer verifications, benefit statements) to ensure accuracy and compliance and determine eligibility.
• Calculate annual and adjusted income, tenant rent portions, and subsidy levels using established HUD guidelines.
• Support administration of the HCV waiting list, including list updates, purging, and applicant selection during waiting list openings.
• Provide clear guidance to applicants and participants regarding eligibility requirements, documentation standards, and program rules.
• Identify discrepancies, resolve eligibility issues, and escalate complex cases as appropriate.
• Ensure strict adherence and compliance with federal, state, and local regulations, Fair Housing laws, and Housing Authority policies to maintain program compliance.
• Maintain organized, complete, and audit-ready files (electronic and/or paper) in accordance with agency standards.
• Assist with quality control reviews, audits, SEMAP-related tasks, and corrective actions as needed.
• Collaborate with internal teams (leasing, inspections, finance) to ensure seamless program operations and timely leasing of vouchers.
• Apply HUD verification hierarchy standards when evaluating documentation.
• Interpret and apply federal regulations, agency administrative plans, and policy updates.
• Exercises independent judgment in determining eligibility within established HUD and agency guidelines.
• Escalates complex or non-routine cases to supervisory staff.

Systems & Administrative Responsibilities

• Utilize Housing Authority software systems, including PHA-Web, and other housing management software, to accurately enter, update, and maintain applicant, participant, landlord, and unit data.
• Ensure data integrity by reviewing entries for accuracy, completeness, and compliance with HUD and agency requirements.
• Maintain organized electronic and/or paper file systems to ensure all records are complete, current, and audit ready.
• Generate and review reports from PHA-Web and other systems to support program monitoring, compliance, and performance tracking (e.g., leasing status, eligibility processing timelines, landlord participation metrics).
• Develop, update, and utilize standardized templates, forms, and correspondence within system platforms to ensure consistency and compliance.
• Assist with data validation, file audits, SEMAP indicators, and quality control reviews to ensure compliance with HUD regulations and internal standards.
• Support preparation for internal and external audits, including documentation gathering, file reviews, and corrective action follow-up.
• Coordinate with cross-functional teams (e.g., eligibility, inspections, finance, and leasing) to ensure accurate data sharing and timely program operations.
• Track and manage workflow through internal systems to ensure timely processing of applications, certifications, landlord inquiries, and customer service requests.
• Maintain confidentiality and safeguard sensitive personal and financial information in accordance with privacy laws and agency policies.
• Perform general administrative duties such as document preparation, scanning, filing, scheduling, and correspondence management.
• Support special projects, reporting requests, and operational initiatives as assigned.
• Responsible for timely system entries to support accurate HAP processing and reporting.
• Monitors personal workflow queues to meet established processing deadlines and performance benchmarks.

Prioritization Statement

Responsibilities will be assigned and prioritized based on program needs, with eligibility and leasing functions taking precedence during periods of high program activity (e.g., waiting list openings, leasing initiatives).

Performance Expectations

• Meet established processing timelines for eligibility determinations and recertifications.
• Maintain high file accuracy rates and audit compliance.
• Support leasing goals through timely applicant processing.
• Deliver responsive, professional customer service.

Qualifications:

Education & Experience

• High school diploma or equivalent required
• Associate's or Bachelor's degree preferred (or equivalent combination of education and experience).
• Minimum of 1–2 years of experience in customer service, housing programs, property management, or public service.
• Experience working with HUD programs, landlord relations, or eligibility determinations strongly preferred.

Preferred Certifications

• Nan McKay / Quadel eligibility training (or equivalent)
• HCV Specialist certifications

Skills and Competencies

• Strong customer service and interpersonal skills with the ability to manage sensitive or challenging situations professionally.
• Knowledge of HUD regulations, particularly HCV/Section 8 program requirements, preferred.
• Familiarity with or ability to learn PHA-Web and other housing management software.
• Effective communication skills, both written and verbal.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently and as part of a team.
• Conflict resolution and critical thinking skills.
• Cultural competency and ability to work with diverse populations.

Working Conditions

• Office-based position with frequent interaction with the public.
• May require occasional local travel for landlord engagement, inspections, or community outreach events, up to 10% of the time.

Additional Duties

• Perform other related duties and special projects assigned to support agency operations and program needs.

Key Competencies

• Customer Focus
• Communication & Relationship Building
• Problem Solving
• Accountability
• Adaptability
• Cultural Competency

Equal Opportunity Statement

The Middletown Housing Authority is an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace, free from discrimination or harassment. We ensure equal opportunity for all applicants and employees regardless of race, color, religion, sex, national origin, age, disability, or genetic information.