HSP Generalist

Metropolitan Inter-Faith Assoc•Memphis, TN

7d•Onsite

About The Position

The HSP Generalist will assist individuals and families in crisis who are applying for assistance and seeking community referral information. This position’s major responsibility will be to manage and answer calls from the HSP help desk. The HSP Generalist will also serve as primary intake backup and support for all HSP programs: Rent & Mortgage Assistance, Family Shelter, and Rapid Rehousing, as needed.

Requirements

Associate’s degree or two years of post-high school education
Two years of experience in a social services environment providing high-volume client/customer service.
Two years of office, data entry, or reporting experience with a strong focus on responsive client service, both in person and through digital communication.
Technically proficient in operating essential office equipment, including computers.
Skilled in performing routine office tasks such as document creation, file management, and email communication using Microsoft Office (Word, Excel, Outlook, etc.).
Familiar with cybersecurity best practices (e.g., using strong passwords, recognizing phishing attempts).
Able to learn job-specific software as needed.

Responsibilities

Coordinate Help Desk operations and provide timely client support by promptly responding to Help Desk inquiries and daily client and vendor communications.
Answer and return calls and messages on the help desk for Rent and Mortgage assistance within 24 hours.
Assist clients by entering applications on their behalf and process pending applications within 48 hours.
Network to maintain knowledge of community services and maximize external collaborations for program impact.
Facilitate the intake and eligibility process by assessing client needs, gathering and validating required information, maintaining accurate records, and collaborating with partner organizations.
Complete the intake application accurately and promptly, ensuring all required forms are filled out for effective, timely client services and compliance with grant procedures.
Verify client eligibility for assistance by obtaining documentation of need, confirming the validity of client-provided information through written/collateral contact as needed.
Collaborate with external sources on behalf of clients, such as landlords, mortgage holders, and other agencies.
Maintain professionalism and excellence in all interactions.
Input and maintain client information securely to generate assistance and payments for HSP programs.
Enter client data accurately and promptly in the relevant database(s) ensuring confidentiality.
Verify accounts, tax assessor records, W-9, and vendor information for accuracy.
Enter client information in HMIS for Shelter Placement and RRH
Complete monthly visit notes as required per program
Document and contact shelters daily via email to check availability.
Assist families with entry into the Coordinated Entry System (CES)
Provide timely, professional customer service by engaging with individuals and families in crisis,
Check email and voicemail promptly to ensure timely client service.
Engage in networking and community services by referring clients to community resources for necessary services.
Provide professional customer service ensuring accurate database management.
Troubleshoot, identify errors, and monitor accurate database entry.
Work as a team player within the Housing Stability Programs team
Coordinate and execute multiple tasks and projects
Manage operational systems in a fast-paced environment with frequent interruptions
Communicate with diverse groups, showing sensitivity to civic and cultural issues
Possess good people and verbal communication skills
Complete duties on schedule with minimal supervision
Perform other duties as assigned