Housing Program Specialist (Landlord Liaison & Eligibility)

Middletown Housing Authority•Middletown, CT

2d•Onsite

About The Position

The Housing Program Specialist serves as a key point of contact between the Housing Authority, participating landlords, and program applicants and participants. The role fosters positive landlord and tenant relationships, provides high-quality customer service, conducts initial and continued eligibility functions for the Housing Choice Voucher (HCV) program, and processes routine transactions for subsidized housing programs. It requires a foundational understanding of subsidized housing programs and the application of HUD regulations to determine eligibility, calculate income, and support leasing outcomes. The position administers HCV waiting-list functions and manages applicant and participant caseloads, including eligibility determinations, interviews, verification review, income and rent calculations, voucher issuance, and leasing-related activities. It also supports landlords with program processes and concerns, coordinates inspections, maintains accurate records, and works with internal teams to ensure timely program operations and compliance. The role uses PHA-Web and other housing management systems to maintain accurate data, manage workflow, generate reports, and support audits and quality-control activities. It is office-based, involves frequent public interaction, and may require occasional local travel for landlord engagement, inspections, or community outreach, up to 10% of the time. Responsibilities are prioritized according to program needs, with eligibility and leasing functions taking precedence during high-activity periods. Pay is $27.47–$35.71 per hour; actual starting pay depends on qualifications, experience, internal equity, and other job-related factors.

Requirements

High school diploma or equivalent.
At least 1–2 years of experience in customer service, housing programs, property management, or public service.
Strong customer service and interpersonal skills, including the ability to manage sensitive or challenging situations professionally.
Effective written and verbal communication skills.
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.
Occasional local travel may be required for landlord engagement, inspections, or community outreach, up to 10% of the time.

Nice To Haves

Associate's or bachelor's degree, or an equivalent combination of education and experience.
Experience working with HUD programs, landlord relations, or eligibility determinations.
Knowledge of HUD regulations, particularly HCV/Section 8 program requirements.
Nan McKay / Quadel eligibility training or equivalent.
HCV Specialist certifications.
Familiarity with PHA-Web and other housing management software, or ability to learn them.

Responsibilities

Serve as the primary contact for landlords participating in Housing Authority programs, including Housing Choice Voucher/Section 8.
Recruit, onboard, and retain landlords by promoting program benefits and addressing concerns.
Assist landlords with leasing processes, inspections, rent reasonableness, and Housing Assistance Payment contract execution.
Provide guidance on Housing Authority policies, procedures, and compliance requirements.
Mediate and resolve landlord-tenant issues in collaboration with program staff.
Coordinate inspection scheduling, results, and follow-up actions; may conduct periodic NSPIRE inspections of units.
Maintain accurate landlord records and documentation and develop outreach strategies to expand landlord participation and housing inventory.
Assist in developing and implementing Moving to Work Landlord Incentive initiatives.
Respond to applicant, participant, landlord, and public inquiries by phone, email, and in person; provide timely information about eligibility, application status, policies, and services.
Assist clients with forms, required documentation, and program requirements; handle complaints and service requests professionally and maintain records of communications and case activities.
Support front desk or intake operations as needed.
Administer the HCV waiting list, including annual purging, applicant change updates, preference verification, lottery processes, and opening or closing the list.
Manage applicant and participant caseloads and process eligibility and recertification activities within established timelines.
Determine HCV eligibility in accordance with HUD regulations and Housing Authority policies; issue and track vouchers for eligible applicants.
Grant voucher extensions or remove applicants from the waiting list when they fail to lease within the allotted timeframe.
Issue Requests for Tenancy Approval, negotiate rents, determine rent reasonableness, and approve units for initial inspection.
Interview applicants and participants to collect, clarify, and verify household information, including income, assets, expenses, and family composition.
Review and analyze third-party verifications, including EIV data, employer verifications, and benefit statements; apply HUD verification hierarchy standards.
Calculate annual and adjusted income, tenant rent portions, and subsidy levels using established HUD guidelines.
Provide guidance about eligibility requirements, documentation standards, and program rules; identify discrepancies, resolve eligibility issues, and escalate complex cases as appropriate.
Comply with federal, state, and local regulations, Fair Housing laws, and Housing Authority policies; maintain organized, complete, audit-ready files.
Assist with quality-control reviews, audits, SEMAP-related tasks, and corrective actions; collaborate with leasing, inspections, and finance teams to support timely voucher leasing.
Interpret and apply federal regulations, agency administrative plans, and policy updates; exercise independent judgment within established guidelines and escalate complex or non-routine cases to supervisory staff.
Use PHA-Web and other housing management software to enter, update, and maintain applicant, participant, landlord, and unit data, ensuring data integrity and compliance.
Maintain electronic and/or paper files; generate and review system reports for program monitoring, compliance, and performance tracking.
Develop, update, and use standardized templates, forms, and correspondence within system platforms.
Support data validation, file audits, SEMAP indicators, quality-control reviews, and preparation for internal and external audits, including corrective-action follow-up.
Coordinate data sharing and program operations with eligibility, inspections, finance, and leasing teams; track workflow to ensure timely processing.
Safeguard confidential personal and financial information in accordance with privacy laws and agency policies.
Perform administrative duties such as document preparation, scanning, filing, scheduling, and correspondence management; support special projects and reporting requests.
Make timely system entries to support accurate HAP processing and reporting, and monitor personal workflow queues against deadlines and performance benchmarks.
Perform other related duties and special projects assigned to support agency operations and program needs.
Meet established eligibility and recertification processing timelines, maintain file accuracy and audit compliance, support leasing goals, and deliver responsive professional customer service.