Community Services Representative

Position Description

The person who holds this position is responsible for a broad range of administrative support functions contributing to the overall effectiveness of the Housing Operations Department.

Essential Duties and Responsibilities

The statements contained herein reflect general details to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.  Individuals may perform other duties as assigned including work in other functional areas to cover absences or relieve others, to equalize peak work periods or otherwise balance the workload.

1. Handles resident questions, requests, and complaints patiently, politely, and in compliance with Chattanooga Housing Authority (CHA) policies.


2. Handles resident intake and move-in process, which includes waiting list management, unit offers, resident orientations, lease preparation and signing, and apartment move-in inspections.


3. Collects and deposits rent payments and other monies; ensures that all transactions are processed and posted accurately in the Elite tenant accounting system using established CHA procedures.


4. Interacts as needed with residents to enforce lease and program requirements; refers unresolved problems to the Community Manger.


5. Receives resident work order requests and generates work orders in the system for processing by maintenance staff.


6. Refers residents who are in need of supportive services to case management staff.


7. Conducts housekeeping inspections and prepares related reports.


8. Walks the site grounds, as may be assigned, to ensure that dwelling units, buildings, systems, and grounds are in good order, and that the environment is safe and attractive.


9. Interacts with and interviews residents; collects and verifies all information necessary in order to determine initial and continuing eligibility in the interim and annual reexamination processes.


10. Accesses the HUD Enterprise Income Verification system, the online Food Stamp verification system, The Work Number website, and other private and government-sponsored online participant information verification systems.


11. Compiles and reports information and results of assigned activities to the Community Manager.


12. Maintains affordable housing program participant files neatly, accurately, completely, and in accordance with CHA policy and HUD regulations; strictly observes security, information access, and file maintenance procedures to assure confidentiality of client information.


13. Provides general administrative office support to site office, as needed, under the direction of the Community Manager.


14. Exhibits and encourages behaviors that uphold CHA’s core values.


15. Keeps abreast of HUD, federal, state, and local rules and regulations impacting assigned programs and makes recommendations to the Community Manager.


16. Establishes and maintains effective working relationships with the CHA Board, employees, residents, participants, landlords (as applicable), contractors, as well as city, state, and federal officials and works harmoniously with community stakeholders.


17. Attends and/or participates in various meetings related to the CHA as required.


18. Reports consistently to assigned work location(s) in accordance with established work schedule.  Must be reliable.


19. Provides outstanding customer service by responding to phone calls, emails, and written correspondence in a timely, efficient, and appropriate manner.


20. Handles confidential matters with discretion.


21. Performs other duties as directed.

Required Knowledge, Skills and Abilities

1. Strong interpersonal skills and ability to communicate with people from a broad range of ethnic and socio-economic backgrounds. Effective communication ability, both orally and in writing.


2. Ability to operate commonly used office equipment, especially the use of personal computers for word processing and spreadsheet applications, scanners, and copiers.


3. Ability to work independently and in-group settings and use sound judgment in decision-making and problem solving.


4. Basic knowledge of the local, state, and federal laws governing public and other subsidized housing programs.


5. Ability to mediate disputes among CHA employees, residents, and other parties; responds quickly to issues or questions.


6. Ability to work productively in a variety of working conditions and environments.


7. Bilingual in English/ Spanish is desirable.


8. Ability to make arithmetic computations related to residents’ eligibility and rent payments.


9. Knowledge of report preparation techniques and procedures and a demonstrated ability to prepare and evaluate professional and technical reports.


10. Basic knowledge and skills in the site management, operations, and procedures of a public housing or affordable housing development.


11. Knowledge of community/social services available locally and through local, state, and federal agencies and/or funding sources.


12. Knowledge of the laws and regulations governing affordable housing programs, Fair Housing, and landlord/tenant law.


13. Demonstrated knowledge of general office software: operating system usage including concepts of network file storage, word processing and spreadsheet software usage at the intermediate level, internet browser and internet resource usage, and maintenance of computer and network resource security.


14. Ability to operate CHA's housing operations, procurement, and accounting software packages, as needed.

Minimum Education, Training, and/or Experience

1. A high school diploma/GED is required.


2. One to three years’ experience in administrative support work, office management or related field is preferred.


3. Any equivalent combination of education, training, and experience, which, in the sole determination of the CHA, provides the required knowledge and abilities, may be considered sufficient.

Physical/Mental Requirements

1. Level of manual dexterity sufficient to allow for operation of office equipment.


2. Ability to move, handle, or lift small objects around desk area.


3. Ability to inspect all dwelling units, buildings, systems and grounds on the site. Ability to bend, stoop, kneel, and lift moderately heavy objects.      Ability to walk the property and climb stairs is required.

Special Requirements

1. Must possess a valid driver's license, have reliable transportation and be insurable under CHA’s automobile insurance if required to drive an automobile by CHA.


2. Criminal background checks and drug screening will be performed.


3. Demonstrated proficiency at Microsoft Word and Excel.


4. Must be bondable.