Hybrid Client Services Specialist (Public Housing Department) at Opportunity Homes (San Antonio, TX)

About the Department

Summary

Performs clerical work of routine difficulty involving processing initial applications for housing, rent collection, continued occupancy for public housing developments, and re-certification of other assisted housing tenants.

Position Duties

Essential Duties + Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed. These essential functions require a consistent presence in the work environment on a regular basis and regular attendance must be maintained. 

• Conducts screening, intake, and move-in of applicants as per the Admissions and Continued Occupancy Policy.

• Collects and deposits funds owed by residents.  

• Ensures rent payments and other charges are inputted into the computer in a timely manner, maintains records of collections, and prepares reports. 

• Maintains and monitors delinquent rent roll.

• Completes and tracks re-certifications on residents at the assigned developments. 

• Enters accurate data into Opportunity Home’s Elite software and generates statistical and narrative reports to an assigned property manager or other department management.

• Completes interviews of residents and processes change of income for residents.

• Directs residents to internal and external support services and personnel available to community residents.

• Issues lease violations and warning letters.

• Conduct mediations, including data gathering, for resolutions between residents.

• Monitors curb appeal for residents at the assigned developments.

• Prepares and Processes recommendations for lease violations.

• Conducts move-in, move-out, and housekeeping inspections of units. 

• Provides status and updates on housekeeping inspections, wellness checks, and related requests in a courteous and professional manner.

• Completes moving out of residents as per the Admissions and Continued Occupancy Policy (ACOP) and SOP’s. Maintain a working knowledge of Opportunity Home policy and procedures to ensure residents clearly understand changes that may affect their residency.

• Assists with the coordination, implementation, set-up, and clean-up of resident events, meetings, and other sponsored resident events.

• Ensures accurate data entry for timekeeping is completed on a daily basis.

• Prepares Reasonable Accommodations for approval and/or denial.

• Assumes various non-supervisory responsibilities of the Community/Assistant Manager in their absence.

• Assists in screening and directing visitors, stakeholders, vendors, suppliers, etc to the appropriate personnel or work area. 

• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees. 

• Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.

• Participate in initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to create awareness, foster, cultivate and preserve a culture of equity, diversity, and inclusion.

• Recognize the significance of a data driven organization that adheres to expanded policies and practices in the area of data governance. Learn the distinct and different roles to include: Data Trustee, Data Domain Stewards, Data System Custodians, Data Stewards and Data Users. Effectively collaborate with the various data roles as needed on a daily basis or in a project capacity.

• Other duties as assigned.

This position requires the incumbent to exhibit the following behavioral skills

1. Values Driven | Demonstrates an understanding of the values (Compassion, Equity and Excellence) and embodies the values in their work and interactions with residents, vendors, co-workers, supervisors, board members, community members, and other stakeholders.

2. Customer Service | Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.

3. Effective Use of Information | Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.

4. Commitment and Continuous Improvement | Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning.  Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long-term solutions.

5. Teamwork | Balances team and individual responsibilities; exhibits Compassion, objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization’s team building events.

6. Responsiveness and Accountability | Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Minimum Qualifications

Education

Required

• High School Diploma or GED

Experience

Required

• Two (2) years of experience in case management, client services, and/or social work. 

• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud-accessible applications including but not limited to One Drive, Outlook, Word, Excel, and PowerPoint, or MAC or PC desktop equivalent, is acceptable. 

• Successful completion of a criminal history background check, education, and work history verification, and drug screening test.

Preferred Education and Experience 

• Bilingual speaker and writer in English and Spanish.  

• Knowledge of housing programs.

• Ability to learn cloud technologies such as LucidChart for diagrams, workflow, and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License + Certificates

Required

• Public Housing Specialist Certification must be completed within 18 months-one year of employment (depending on the availability of training) with no more than three attempts to pass certification allowed.

• Texas Class “C” driver’s license at the time of placement and insurable by the organization’s fleet and liability insurance carrier.

• Must have the ability to earn certifications as required by assigned tasks.

Technical Skills

To perform this job successfully, the employee should have

• Understands the agency's Mission, Vision, and values and directs work within these guiding principles and operational framework.

• HUD rules and regulations, as well as Opportunity Home policies and procedures of low-income housing programs.

• Interviewing skills and techniques.

• Customer service principles and practices.

• Interpersonal skills using tact, diplomacy, patience, and courtesy in person, and by telephone.

• Leadership skills, problem-solving, and decision-making.

• Conflict management.

• PC skills using MS Word, Excel, Outlook, Google Suite, and MLS software.

• Statistical report writing techniques.

• Safety and health practices.

• Establish and maintain cooperative and effective working relationships with others.

• Ability to use tact, diplomacy, and restraint when difficult issues/situations arise.

• Work with a diverse population.

• Plan and organize work, meet schedules and time-lines.

• Communicate effectively both verbally and in writing.

• Operate a computer and other office equipment as assigned.

• Perform data entry with efficiency and accuracy.

• Prepare letters, memos, reports, and statistical narratives using correct English, grammar, spelling, punctuation, and vocabulary.

• Plan, schedule, and perform a variety of responsible and administrative duties in assigned functions.

• Perform mathematical calculations.

• Read, interpret, apply, and explain rules, regulations, policies, and procedures

• Work respectfully and courteously with staff, residents, and the general public.

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment, walking and moving about the office and/or community property, and attending onsite and offsite meetings. The employee must be able to complete data entry, utilize various portals, and communicate via email and verbally via telephone. Will need the ability to walk large properties and climb stairs. The employee must occasionally transport up to 25 pounds. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Office Environment

• The noise level in the work environment is usually moderate.

• High level of interaction with external/internal clients.

• May be transferred or be required to work at different properties or sites for interim periods in order to support business needs.     

Outside Environment

• Subject to environmental elements when conducting visits to various sites or participating in outside events. 

In compliance with the Americans with Disabilities Act, the organization will make reasonable accommodations to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities, if it would not impose an “undue hardship” on the operation of the employer’s business.

As a public agency, the organization is committed to maintaining the highest of ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism, and honesty, to merit the respect of our co-workers, clients, partners, vendors, and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy, and responsiveness.  

Equal Employment Opportunity Statement 

Opportunity Home is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, religion, gender (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information, marital status, veteran status, arrest record or any other characteristic protected by applicable federal, state or local laws. Opportunity Home is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. This position specification is not an employment agreement or contract. Management has the exclusive right to alter this position specification at any time, without notice.