Program Specialist I

Starting Salary Range: $51,455 - $64,319 annually ($26.39 - $32.99 per hour), plus benefits 

Our Agency

The Everett Housing Authority is a progressive agency pursuing its mission with great passion to create affordable housing and foster healthy communities where households thrive. EHA seeks passionate and optimistic individuals to join our team of highly engaged and satisfied employees committed to assisting those for whom stable and affordable housing is a challenge.

Those interested can expect:

• A competitive salary
• Accrue up to 12 days of paid vacation in your first year of employment
• 13 days of sick leave each year
• 13 paid holidays each year
• A strong benefit package including robust health, dental, vision and life insurance, as well as a pension plan (PERS)
• Long Term Disability Insurance
• Employee Assistance Program
• Wellness Program
• Tuition reimbursement
• Work that makes a difference!

POSITION SUMMARY:

Under the direction of the Rental Assistance Manager, the Program Specialist I will perform basic customer service functions, assist clients and applicants in person and over the phone, and provide information to clients, applicants, landlords, and the public about the HCV/Rental Assistance programs. Work also includes a variety of programmatic tasks including various technical, administrative, scheduling, and processing functions as they relate to the HCV/Rental Assistance programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Provides telephone and reception area coverage; greets and helps customers, providing program information to the public, clients, landlords, and stakeholders; makes referrals to other staff persons within the department or agency; operates multi-line telephone system.
2. Assists applicants in determining eligibility for housing and the type of housing that meets their needs; assists applicants in understanding HUD and EHA rules, regulations, programs, and services; assists applicants in completing their applications for housing; reviews applications for completeness and assists applicants with inquiries regarding application status.
3. Conducts client interviews to collect information from clients in accordance with program policy, procedures, and regulations. Communicates with clients on a regular basis in person, on the phone, via video, and in writing. Responds appropriately and in a timely manner to resolve concerns and answer questions. 
4. 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.
5. Completes detailed data entry for client files quickly and efficiently. Prepares and maintains client files to ensure all files meet state government audit standards. Prepares statistical, status, and productivity reports.
6. Processes a limited volume of annual and interim reviews by verifying household, income, expenses, and deductions; accurately calculates 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.
7. Documents changes in HAP that result from reviews; certifies payments and balances changes for monthly and semi-monthly check runs.
8. Coordinates with language interpreters to serve clients with Limited English Proficiency.
9. 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. 
10. Participates 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.

KNOWLEDGE AND SKILL 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.
• Attention to detail and effective time management skills.
• Skill in managing, organizing, and completing a limited volume of tasks timely and efficiently. 
• Ability to exercise independent judgment within organizational guidelines.
• Ability to speak, read, write, and understand English and follow oral and written directions.
• Proficiently use personal computer and 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

EDUCATION AND EXPERIENCE:

Education: A high school diploma.

Experience: One (1) year of relevant paid work experience such as in property management, assisted housing, social services, or similar activity, or any equivalent combination of education, training and previous work experience that provides the required skills, knowledge, and abilities.

LICENSES AND OTHER REQUIREMENTS:

• Certification of the following (or equivalent):
  • Fair Housing Certificate, or ability to obtain within 90 days
  • HCV Effective Interviewing, or ability to obtain within one year
  • HCV Specialist (Eligibility, Occupancy, Rent Calculation), or ability to obtain within one year

ADDITIONAL (DESIRABLE) QUALIFICATIONS:

• 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.

COMPETENCIES:

• Adaptability and Flexibility: demonstrates a willingness to adapt to organizational change, new challenges, and demanding situations. Accepts constructive criticism and uses it to improve performance and teamwork.
• Communication: Communicates clearly and listens effectively. Responds appropriately to challenging questions or comments. Adapts communication to diverse audiences. Remains professional.
• Customer Service: Understands and strives to meet internal and external customer needs and expectations. Responds in a timely manner. Proactively works to resolve conflicts and misunderstandings. Is available, approachable, and respectful to all regardless of their background.
• Integrity and Accountability: Demonstrates high ethical standards and accountability. Follows policies and procedures. Asks for clarifications on assignments and help when needed. Practices EHA’s values. Implements EHA’s strategic plan.
• Productivity: Completes work on time and meets applicable EHA safety requirements, deadlines, and quality standards. Effectively prioritizes and plans workload. Masters new tasks and methods, learns and retains knowledge.
• Teamwork: Asks questions and readily shares their knowledge with others. Supports colleagues, team, department, and agency projects. Interacts professionally with team members and builds authentic relationships with colleagues of all backgrounds. Resolves conflicts constructively. Appreciates and recognizes contributions of others.

Required Workplace Standards

1. Works regular and reliable hours on site as required;
2. Attendance must be punctual and consistent;
3. Works an agreed-upon schedule and works additional hours as necessary to complete work;
4. Works effectively, cooperatively and respectfully with co-workers, clients, and other contacts;
5. Follows all EHA Safety Policies and Procedures;
6. Follows all EHA Personnel Policies and Procedures;
7. Performs other duties as assigned. 

Physical Requirements to Perform Essential Functions

CONSTANT:

• Sitting for extended periods of time
• Manual dexterity (Left, Right, Both)
• Listening and talking
• Repetitive arm/hand movement (LRB)
• Fine finger manipulation (LRB)
• Seeing and hearing
• Lifting and carrying 5# (LRB)
• Pushing and pulling 5# (LRB)

FREQUENT:

• Walking and standing
• Turning and twisting at waist
• Climbing stairs
• Bending and stooping
• Reaching and grasping (LRB)
• Lifting and carrying 10# (LRB)
• Pushing and pulling 10# (LRB)

OCCASIONAL:

• Kneeling and squatting
• Reaching above shoulders
• Operating foot controls (LRB)
• Lifting and carrying 20#
• Pushing and pulling 20#