Housing Services Representative
Summary Purpose for the Position
This position will work in conjunction with the Housing Choice Voucher Program to assist low income individuals and families to secure permanent affordable housing with the goal of an improved quality of life and self-sufficiency. The Housing Services Representative works directly with clients to certify their eligibility to the Housing Choice Voucher Program. This position will communicate with landlords, tenants, and other state agencies to ensure all steps of the program process are followed.
Essential Functions
Work directly with participants to certify their eligibility to the Housing Choice Voucher Program.
Articulate and describe housing program guidelines and other available housing services.
Work with low-income populations including homeless, disabled, minority groups members, and single parents to assist with securing permanent affordable housing.
Insure program compliance of participants.
Understand and interpret Housing & Urban Development (HUD) regulations and NYS Homes and Community and Renewal (NYSHCR) policies.
Calculate appropriate incomes, assets, and deductions for participants based on HUD requirements and NYSCHR regulations.
Process recertifications and end of participation documents by expected deadlines.
Exercise confidentiality in all aspects of work.
Maintain overall caseload of 300-325 participants per month.
Provide resources and refer participants to financial counseling services when appropriate.
Work cooperatively with other agencies to ensure clients have access to needed services.
Work cooperatively with landlords to process payments, adjustments, communicate about non-payments, and lease violations.
Process repayment agreements for tenants.
Inform tenants of lease violations and repercussions.
Escalate participant and landlord issues to supervisor including termination decisions.
Maintain accurate files using the database management system (Empasis Elite).
Process required Enterprise Income Verification Reporting on a monthly basis per state requirements.
Prepare documents for informal hearings and reviews.
Responsible for maintaining all required records for the preparation of required monthly reports.
Other Duties
Represent PathStone at meetings, conferences and other relevant forums concerned with issues affecting the operation of housing services programs.
Other duties as assigned.
Education and Experience
High school diploma or equivalent required.
Associates degree or higher preferred.
Housing Choice Voucher Certification required within one year of employment (organization supported).
Minimum 2 years of experience with specific training in human services, housing programs, or customer service preferred.
Experience or familiarity with local, state, and federal service programs preferred.
Non-profit experience desired.
Knowledge, Skills, and Abilities
Working knowledge of computers including Outlook, basic Excel, Word, Publisher, and PowerPoint required.
Communication skills including bilingual ability strongly desired.
Strong problem-solving skills to find effective solutions for a variety of issues.
Excellent customer service and interpersonal skills to interact with stakeholders.
Strong written and verbal communication skills which demonstrate the ability to interpret, clarify, and advise on program rules and regulations.
Attention to detail to ensure certifications are accurate and client issues and questions are adequately addressed.
Autonomy to make decisions regarding their own work and client related interactions.
Ability to follow prescribed steps/methods/procedures, understanding the need to make alterations based on the situation.
Must demonstrate ability to review and process information to determine what it means, how it fits together and how to respond to it.
Physical Demands and Work Environment
Work hours are Monday - Friday 8:00 AM - 4:00 PM or 9:00 AM - 5:00 PM.
Indoors in normal office environment with little exposure to excessive noise, dust, fumes, vibrations, and temperature changes.
Driving may be required for some locations. In these instances, must have reliable transportation.
Ability to walk properties.
Must be able to sit and stand for extended periods.
Must be able to lift 20-25 pounds.
Exposure to diverse communities including low-income neighborhoods.
Transportation Requirement
Position requires automobile, driver's license and insurance.
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.
Last Updated: 6/6/2023
Replaces: N/A
Associated topics: answer, associate, call center, csr, customer service representative, phone, representative, service representative, technical assistant, tsr