Program Specialist

CIty of Everett Housing Authority•Everett, WA

12d•Onsite

About The Position

Under the direction of the Rental Assistance Manager, the Program Specialist will perform a variety of tasks including technical, administrative, compliance, scheduling, customer service, and processing functions in support of clients participating in EHA’s HCV program. Work is complex and fast paced, and requires attention to detail, excellent time management skills, and ability to learn quickly and work independently.

Requirements

Excellent verbal and written communication with a wide variety of audiences.
Skill in reading, understanding, interpreting, and explaining complicated rules and regulations.
Ability to remain calm under pressure.
Ability to work respectfully and courteously with other EHA employees, residents, landlords, and the public.
Knowledge of effective conflict resolution strategies and ability to effectively resolve disputes.
Skill in managing, organizing, and completing an entry level volume of tasks timely and efficiently with limited supervision.
Attention to detail and effective time management skills.
Ability to exercise independent judgment within organizational guidelines.
Ability to speak, read, write, and understand English and follow oral and written directions.
Proficiently use computer programs (Outlook, Word, Excel, and specialized software programs)
Ability to perform basic math skills including addition, subtraction, multiplication, division, fractions, and percentages.
Knowledge of Federal and local housing, community service and supportive service programs
Ability to drive a vehicle and defensive driving skills.
Ability to develop letters, memoranda, reports, leases, forms, and legal papers using grammatically correct and professional English.
Skill in public speaking for program briefings.
A high school diploma.
Two (2) years of relevant paid work experience such as in property management, assisted housing, social services, or similar activity, including: At least one (1) year of related work experience including experience as a Program Specialist I at Everett Housing Authority, or equivalent experience at another Public Housing Agency.
Must have demonstrated proficiency in all Program Specialist I duties, timely completion of all assigned work, positive tenant file audit results, ability to handle an entry level volume of program administration processing, as evidenced in meeting or exceeding expectations in employee evaluations and other documented performance.
Certification of the following (or equivalent): Fair Housing Certificate HCV Specialist (Eligibility, Occupancy, Rent Calculation)

Nice To Haves

Compassion and a passion for serving less-enfranchised people within the community.
Fluency in Russian, Ukrainian, Vietnamese, Arabic or Spanish language.
Experience working with a public housing authority.
Knowledge and/or experience in property management and the Section 8 program.
Experience using Yardi software.

Responsibilities

Determines eligibility for housing assistance for new and existing clients in accordance with program policy, procedures, and regulations.
Participates in waiting list openings, provides customer service to applicants, and assists with waiting list activities.
Processes denials for applicants that are not eligible for the program.
Conducts client interviews and briefings to collect information from clients and educate them on program requirements and benefits.
Communicates with clients on a regular basis in person, on the phone, via video and in writing. Respond appropriately and in a timely manner to resolve concerns and answer questions.
Administers, interprets, and applies rules, regulations, policies, procedures, and other requirements needed for eligibility and continuing assistance.
Educates and assists tenants and landlords with program requirements.
Completes detailed data entry for client files quickly and efficiently.
Prepares and maintains client files to ensure all files meet state government audit standards.
Prepare statistical, status, and productivity reports.
Carries a full caseload with performance aligned to department standards (approximately 450 recertifications annually) of new admissions, annual, interim, and special reviews by verifying household, income, expenses, and deductions; accurately calculate Housing Assistance Payments (HAP).
Processes changes in HAP in a timely manner to ensure adequate notice to tenants and landlords.
Sends notifications to landlords, tenants, and other agencies.
Reviews and approves household composition changes.
Documents changes in HAP that result from reviews; certifies payments and balance changes for monthly and semi-monthly check runs.
Determines voucher size based on family composition and program policies.
Issues rental assistance vouchers to clients for new admissions to the program and when clients move to new units.
Reviews and processes Request for Tenancy Approval packets.
Determines if housing units meet affordability restrictions and other program eligibility requirements.
Performs rent reasonableness determinations.
Negotiates rent with landlords.
Ensures accuracy of unit and vendor information.
Generates HAP contracts and tenancy addendums; reviews completed inspections; reviews and completes data entry related to lease dates, rent amount, utilities, and concessions; calculates owner payments; ensures accurate and timely execution of HAP contracts; provides accurate and timely payments to landlords and places payments on hold.
Investigates program violations, compiles supporting documentation, conducts meetings with tenants and landlords to discuss violations and remedies.
Coordinates information with supervisor for applicant denials, non-compliance, and termination of program participation.
Alerts the Rental Assistance Manager of potential management problems including client disputes and program fraud and abuse.
Compiles and presents documentation and evidence in informal reviews and hearings to support EHA programmatic decisions in compliance with regulations and policies.
Coordinates with language interpreters to serve clients with Limited English Proficiency.
Supports continuous improvement of operations, including decreasing turnaround times, streamlining work processes, and working collaboratively with colleagues to provide seamless customer service to clients, landlords, and other agency departments.
Participate in the development and implementation of goals, work plans, performance measures, and continuous improvement of service delivery to assist in attaining the department initiatives and goals, agency core strategies, and mission through a spirit of service, teamwork, and respect.
Applies program rules across varying program structures and escalates complex scenarios as needed.
Processes clients transferring to/from other public housing authorities.
Works with the finance department to resolve billing issues between EHA and other housing authorities resulting from the client transfers.