HCV Customer Service and Intake Coordinator

Grand Rapids Housing Commission • Grand Rapids, MI

4d • $0 - $23

About The Position

The HCV Customer Service and Intake Coordinator plays a critical role in facilitating the Housing Choice Voucher (HCV) program by serving as the primary point of contact for applicants and participants. This position ensures that all inquiries are addressed promptly and accurately, providing exceptional customer service while guiding individuals through the intake and application process. The coordinator is responsible for collecting, verifying, and processing application materials to maintain compliance with program regulations and deadlines. By collaborating with internal teams and external partners, the coordinator helps streamline operations and supports the goal of providing affordable housing opportunities to eligible families. Ultimately, this role contributes to the efficient administration of the HCV program, enhancing participant satisfaction and program integrity.

Requirements

• High school diploma or equivalent required; associate degree or higher preferred.
• Three years experience in customer service, preferably within a housing, social services, or public assistance environment.
• Strong organizational skills with the ability to manage multiple tasks and deadlines effectively.
• Proficiency in using computer software such as Microsoft Office Suite and database management systems.
• Excellent verbal and written communication skills.

Nice To Haves

• Familiarity with the Housing Choice Voucher program regulations and procedures.
• Experience working with diverse populations, including low-income families and individuals.
• Bilingual abilities, particularly in Spanish or other commonly spoken languages in the community.
• Knowledge of local housing resources and community service organizations.
• Prior experience in intake coordination or case management.

Responsibilities

• Respond promptly and professionally to inquiries from applicants, participants, landlords, and community partners regarding the HCV program.
• Coordinate and manage the intake process, including application distribution, collection, and initial eligibility screening.
• Verify documentation and maintain accurate records in compliance with federal, state, and local housing regulations.
• Schedule and conduct interviews or appointments with applicants to gather necessary information and explain program requirements.
• Collaborate with case managers, housing specialists, and other stakeholders to ensure seamless communication and follow-up.
• Maintain confidentiality and handle sensitive information with discretion and professionalism.
• Assist in preparing reports and tracking program metrics related to customer service and intake activities.
• Identify opportunities to improve customer service processes and contribute to policy development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED