POSITION SUMMARY

This is a non-exempt position responsible for the processing of assigned client caseload for the Housing Choice Voucher program in a manner that provides accurate information, responsive customer service and complies with program requirements. Duties include scheduling appointments, interviewing clients, organizing large volumes of data, tracking different types of information, performing calculations and maintaining data on the computer system. This position manages a caseload of approximately 500 clients.

DUTIES AND RESPONSIBILITIES:

Under the direction of the Housing Choice Voucher Supervisor:

1. Essential Functions:

1. Organizes and schedules various appointments with clients, including but not limited to recertification, voucher issuance and program compliance.

1. Maintains files for 90% of the clients in strict accordance with the file organization protocol requirements.

1. Prepares and organizes documents for conducting client re-certifications in accordance with the HUD requirements and SLHA policies and procedures.

1. Interviews clients to determine the necessary data to process eligibility, recertifications, complaints and other program requirements. The necessary data includes but is not limited to family composition, personal data, income sources and income values.

1. Conducts 95% of the annual recertifications on or before the date the recertification is due.

1. Verifies and correctly determines annual adjusted income for each client with an accuracy rate of 90% or greater. Verifying and correctly determining the annual adjusted income includes but is not limited to using the proper third party income verification hierarchy, correctly calculating the income, correctly adjusting the income for allowable deductions, correctly calculating income from declared assets and correctly calculating utility allowances.

1. Correctly determines the tenant rent for each client with an accuracy rate of 98% or greater. Correctly determining the tenant rent includes but is not limited to using the proper third party income verification hierarchy, correctly calculating the income, correctly adjusting the income for allowable deductions, correctly calculating income from declared assets and correctly calculating utility allowances.

1. Accurately enters and retrieves data from the SLHA computer system in a manner that produces an accuracy rate of 98% for transmission of the data to HUD on the PIC system and produces timely accurate payments to landlords.

1. Provides information to clients and landlords regarding the requirements of the Housing Choice Voucher program in a manner consistent with the HUD requirements and SLHA policies and procedures.

1. Monitors and investigates clients’ and landlords’ compliance with the program requirements based on complaints, third party information or public information. Takes appropriate action to enforce program requirements.

1. Processes changes in client status including but not limited to intents to vacate, evictions, inspection action notifications, voucher issuance and program terminations.

1. Provides prompt accurate service to all clients and other customers by achieving the following:

• Seeing all clients at the scheduled time 85% of the time;
• Properly preparing for client appointments 95% of the time;
• Answering program questions correctly 95% of the time;
• Conducting polite and courteous conversations 95% of the time;
• Following up on all written requests for information in five (5) business days;
• Returning all phone calls in forty-eight (48) hours, and;

1. Interprets or seeks assistance in the interpretation of SLHA’s policies and HUD requirements in a manner that provides correct information to clients 95% of the time.

1. Maintains attendance in accordance with SLHA Personnel Policy requirements.

1. Provides reports and information in accordance with supervisor’s request.

1. Other duties and responsibilities:

1. Assists in moving, retrieval and storage of files and supplies as necessary.

1. Performs other related duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Ability to organize and manage large volumes of information in various formats.

1. Ability to communicate clearly both verbally and in writing.

1. Completes all reports legibly.

1. Ability to read, interpret and apply complex policies and procedures.

1. Ability to conduct client interviews and obtain all necessary information in a courteous professional manner.

1. Ability to compile reports and compose correspondence.

1. Ability to perform accurate mathematical computations.

1. Good spelling and grammatical skills.

1. Skill in the use of a personal computer and various software packages.

1. Ability to type 30 wpm.

1. Must have and maintain a current driver’s license and be insurable under the Authority’s automobile insurance.

REQUIRED QUALIFICATIONS:

Must have a High School Diploma or equivalent. Required knowledge, skills and abilities for this position would normally be gained through the equivalent of two (2) years at an accredited college or university in a related field and/or one (1) year experience and/or training, preferably, work in the Real Estate or government fields. Must obtain a Section 8 Occupancy Certification and a Rent Calculation Certification within twelve (12) months of employment. A minimum passing rate of 70% must be obtained during the first year of employment and a minimum passing rate of 80% as a condition of continued employment is required.