Hybrid Housing Choice Voucher Client Relations Clerk at Prince George's County Government, MD

About the Department

About the Agency  

The Housing Authority of Prince George’s County, Maryland (HAPGC) provides Prince George’s County residents with low-to-moderate incomes with safe, decent, and affordable housing. The HAPGC receives federal funds directly from the U.S. Department of Housing and Urban Development (HUD) to administer the Housing Choice Voucher program (HCV) and Public Housing Programs. Most of the affordable housing assistance is in the form of rental units that must meet rigorous housing quality standards. The HAPGC also provides its participant families with programs that encourage them to become self-sufficient which may potentially lead to homeownership opportunities. The Housing Assistance Division (HAD) and Housing Choice Voucher Division (HCVD) administer and implement the federal rental assistance and public housing programs for the County.

Position Duties

• Manages a significant volume of incoming calls and emails related to the voucher program, providing prompt and informative responses to inquiries from both clients and landlords.
• Addresses the inquiries of clients and landlords by efficiently accessing and analyzing client information within the Yardi system. This entails retrieving details on recertifications, tenant rent amounts, program transfers, portability options, payment standards, utility allowances, voucher extension requests, HAP payments, and other related matters. 
• Facilitates voucher clients in locating appropriate rental units by offering useful resources and guidance. For complex or sensitive issues, escalate matters to the designated program staff to ensure proper resolution. 
• Collaborates effectively with Rental Specialists to resolve client issues swiftly and provide accurate, timely responses to their questions, thereby fostering a cooperative working environment. 
• Documents all client interactions by entering detailed notes into the Yardi system, ensuring the maintenance of an accurate record of communications. 
• Maintains a comprehensive understanding of program regulations, administrative policies, and general office procedures in order to provide knowledgeable support to clients and landlords. 
• Represents the agency with professionalism by engaging with clients and landlords courteously, respectfully, and with a positive demeanor, thereby reinforcing the agency's commitment to exceptional customer service. 
• Receives, scans, and distributes client documents. 
• Oversees the precise receipt and distribution of client documents, ensuring an orderly flow of information within the agency. 
• Processes the receipt of client recertification and application documents with care, which includes scanning, appropriately distributing, and electronically filing these critical materials. 
• Maintains clear communication with the Rental Specialist regarding the acquisition of client documentation. 
• Documents each received document in the Yardi system accurately; ensuring that it is securely attached to the corresponding client’s electronic file for easy access and reference. 
• Executes advanced clerical duties related to the receipt, duplication, and distribution of documents, utilizing systematic scanning processes. 
• Types, mails, copies, and distributes essential documents, ensuring that all communications are conducted in a professional and clear manner. 
• Assists clients in navigating online portals and completing forms, thereby enhancing their overall experience and ensuring their needs are met. 
• Remains proficient in the office software and applications used by the agency, actively seeking to learn and adapt to new systems in order to improve productivity and operational efficiency.
• Collaborates with all Recertification Specialists to provide exemplary support to voucher program clients, ensuring that their needs are effectively addressed.
• Welcomes clients and applicants at the reception area with a cordial and professional demeanor, contributing positively to the agency's image. 
• Assists with special projects, mass mailings, or outreach activities as assigned, thereby contributing to the agency’s initiatives and engagement with the community.
  

Minimum Qualifications

• Must have experience at the General Clerk III level equal to the length of the probationary period 

• Six (6) months of experience performing diverse clerical tasks 
• One (1) year of education above the high school level which includes coursework in computer data entry, secretarial subjects or business administration

• Effectively fulfill the responsibilities of this position, it is essential for the employee to possess strong computer skills, including proficiency in MS Word, Excel, PowerPoint, and Outlook. 
• Demonstrates experience with Yardi's property management software, specifically Yardi Voyager, is required. The ability to adapt and learn other software programs as dictated by the demands of assigned tasks is also necessary.
  
  

EACH APPLICATION MUST INCLUDE INFORMATION THAT CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.

Other Qualifications

Job Location: 9200 Basil Court, Largo, Maryland 20774

Conditions of Employment:  Upon selection, the candidate must:  

• Meet all training and performance standards and demonstrate proficiency as required by the agency. 
• Wear and use agency protective apparel and equipment in the performance of their assigned duties, if applicable.
• Successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings, where applicable. 
• Be willing and able to serve as an essential employee. Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.