Housing Counselor

Tenderloin Housing Clinic•San Francisco, CA

About The Position

The Housing Counselor supports tenants and clients in maintaining housing stability and retention. The role handles rental payments, payment and housing retention plans, program eligibility and enrollment, intake and withdrawal processes, referrals, advocacy, and landlord-tenant mediation. It coordinates with internal staff, hotel staff and case managers, government agencies, landlords, and community organizations to provide effective, client-centered services. The counselor maintains accurate and timely housing and rent information in THC’s shared database and client files, safeguards agency and client funds, responds to requests and correspondence, and maintains confidentiality. The position also requires participation in scheduled meetings and adherence to THC policies, procedures, mission, values, and customer service standards. Duties may include other tasks assigned by management.

Requirements

High school degree or equivalent required.
At least one year of experience working directly with diverse, low-income, homeless, and/or formerly homeless populations is strongly preferred.
Ability to refer clients to appropriate resources.
Understanding of rent proration and a basic understanding of the eviction process.
Ability to perform basic math calculations accurately.
Thorough working knowledge of Microsoft Office Suite.
Ability to complete paperwork accurately and write business correspondence.
Demonstrated problem-solving skills.
Experience working with databases and excellent data-entry skills.
Experience working with clients with mental health and substance abuse issues.
Understanding of a Harm Reduction model.
Ability to read, understand, and apply manuals, policies, technical procedures, and instructions.
Demonstrated customer service skills.
Ability to read, communicate orally, and write in English.
Ability to handle multiple tasks in a fast-paced environment with excellent attention to detail.
Must pass post-contingency-offer background checks, reference checks, and TB screening clearances.
Demonstrate professional conduct consistent with THC’s mission, core values, and customer service philosophy; adapt to change and remain composed and respectful.
Be honest, dependable, and accountable; maintain appropriate relationships and boundaries and communicate in a way that fosters respect and trust.
Use good judgment with client and coworker information and comply with THC’s confidentiality policy.
Work independently and collaboratively, follow instructions, seek guidance when needed, manage time effectively, and be punctual.
Avoid actions that could create conflict or be considered aggressive, threatening, or violent.

Nice To Haves

A BA/BS degree is strongly preferred.
De-escalation skills are strongly preferred.
Experience in the nonprofit or public sector is strongly preferred.
Bilingual abilities are preferred.
Knowledge of San Francisco resources is preferred.

Responsibilities

Safeguard agency and tenant/client funds and follow check security policies.
Receive and record rental payments, disburse checks and rent receipts, and prepare Payment Plans and Housing Retention Plans under THC’s eviction prevention policy.
Verify program eligibility based on individual circumstances and prior history with THC, and enroll tenants/clients in appropriate programs.
Welcome new tenants/clients and process intakes and withdrawals efficiently and supportively.
Collaborate with THC staff across departments to coordinate tenant services and promote housing retention and stability.
Communicate with the Human Services Agency regarding client housing referrals and C.A.A.P. benefits.
Perform Check Day and Quick Check tasks during the Rental Payment Period efficiently and supportively.
Coordinate with non-THC hotel staff, case managers, and community agencies to support coordinated client care.
Advocate for tenants/clients with outside agencies and landlords regarding rental and other client-related matters.
Provide warm referrals to financial assistance, counseling, and other services based on individual needs.
Schedule and attend assigned rent roll meetings with hotel staff and case managers to verify client information and rent balances.
Update housing and rent-payment information in THC’s shared database promptly and file supporting documents according to THC policies and procedures.
Provide prospective THC tenants/clients with information and assistance tailored to their circumstances.
Help mediate landlord-tenant disputes to support housing stability.
Respond appropriately and promptly to phone messages, tenant/client requests, staff requests, and emails.
Maintain confidentiality of tenant/client records and concerns.
Attend scheduled meetings and participate as requested.
Perform assigned duties diligently, efficiently, and effectively while following THC policies and procedures.