Program Assistant

Call Center And Walk-in Program Assistant

The primary purpose of this position is to provide telephone and walk-in support to HCV callers and office visitors. The Call Center and Walk-in Program Assistant must have working knowledge of HCV policies and procedures and be able to answer questions and provide applicable follow-up information to applicants, participants, owners, co-workers and other HCV callers. Required areas of knowledge include, but are not limited to, waiting list management, eligibility, income and rent determination, recertification, interim recertification, moves, inspections, rent changes and program compliance. The Program Assistant may field questions related to both MTW and Non-MTW programs. Reviews and maintains knowledge of HCV and other Leased Housing Program policies and procedures and applicable regulatory requirements; Answers telephone calls and sees walk-in clients; Applies Metro Housing policies and procedures in answering phone call and walk-in inquiries; Determines customer needs and provides the information or assistance required to assist customers, including, but not limited to, program participants, prospective participants and families of current participants, landlords, employees, and offices of social services and community service organizations, employees and staff of HUD, and other housing authorities, other housing authority staff and city employees; Where applicable escalates inquiries to the appropriate HCV staff member; Communicates with applicants, participants, landlords / owners and co-workers in a professional manner; Responds timely to requests and inquiries from customers and staff, by phone, in person and by written communications; Maintains daily phone and walk-in logs; Enters client notes in the housing software system where applicable; Uses appropriate computer information to answer phone inquiries; Operates a variety of office equipment such as computer, calculator, photocopier, postage meters, etc; and Attends mandatory meetings and trainings.

Qualifications : Associates degree in public or business administration, social work, or a related field or equivalent work experience required; Knowledge of HUD policies, and other Federal, state and local laws, rules and regulations related to low income housing and policies; Knowledge of general office practices and procedures, business English and basic mathematics; Ability to understand and implement HUD regulations and DHCD MTW policies and procedures; Excellent communication and interpersonal skills. Ability to communicate with and relate to persons of diverse backgrounds and abilities and to establish and maintain effective working relationships with participants, landlords and other employees; Ability to complete complex and detailed tasks in a timely manner; Ability to plan and prioritize duties; Ability to operate business machines and use housing software; Ability to work independently, performing relatively complex work in an accurate and timely manner without close supervision Bilingual - Spanish Ability to exercise good judgment; Strong time management skills with the ability to handle large caseloads and high volume of work in a busy, fast paced environment; Ability to multi-task handling several tasks at once, anticipating and identifying problems and putting forward solutions; Ability to handle frequent interruptions without a loss of efficiency / productivity or accuracy; and Attention to detail in all aspect of work.