Tenant Services Coordinator - Lancaster, United States - Lancaster County Housing & Redevelopment Authorities

Description

SUMMARY:

This position is primarily responsible for performing a variety of administrative, clerical, and data entry functions related to the tenants' participation in the Housing Authority's rental assistance programs, in accordance with local and federal policies and procedures by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

• Schedules intake interviews with portable voucher holders and explains program regulations. Maintains portability files and computer database.
• Advises applicants of eligibility or explains reasons for noneligibility and procedures for appealing determinations.
• Creates and maintains paper and electronic files for all applicants. Maintains digitally scanned records required to track program participants, and to generate housing assistance payments.
• Prepares briefing packets, assists with client briefings, and issues Housing Vouchers.
• Negotiates rent, approves leases and prepares contracts for initial leaseups.
• Requests inspections of newly assisted voucher units; distributes annual recertification inspection reports to inspectors for scheduling.
• Manages contacts with rental property owners on behalf of the Authority and applicant to obtain information on rental fees and utility costs; negotiations for lease and contract terms; and fair market rent determinations.
• Completes preparation, types, and distributes letters, leases, contracts, forms, and reports related to program administrative activities. For the Voucher Program, manages the preparation of the addendums to owner's lease; reviews and approves subsidy payments to owners; manages the preparation of Housing Assistance Payment Contracts between property owners and Authority; and manages scheduling of new contracts for payment.
• Prepares related correspondence and follows up to ensure landlords return information and documents required.
• Assists with briefings and voucher issuance.
• Advises participants of program requirements.
• Determines participant's continued eligibility and calculates family rent contributions for annual recertification and interim income changes reported by program participants.
• Generates amendments and other related correspondence to landlords and participants. Ensures that clients complete and sign required documents and forms.
• Explains procedures for appealing determinations.
• Refers questionable cases to superior for disposition.
• Tracks the contract renewal status of participants involved in annual recertification, so that contract renewal is finalized, or Manager of Tenant & Landlord Services is aware of contract status, by the time of check issuance.
• Generates correspondence to landlords and participants, reminds them of renewal requirements and deadlines; and specifies consequences of noncompliance.
• Initiates contract termination procedure when applicable.
• Responds to participant and landlord inquiries, complaints, or problems and provides standard information on housing assistance program requirements and procedures.
• Refers nonstandard questions and unresolved complaints and problems to superiors for disposition.
• Responds to inquiries from program participants regarding moving, including transfers to other housing authorities, and initiates the administrative processes for moves and transfers that occur.
• Maintains tenant participant files, includes documentation of conversations and actions taken.
• Serves as receptionist for the Authority in the absence of regular receptionist. Performs clerical tasks as required. These include greeting the public, answering Authority telephones at the front desk, managing incoming and outgoing mail, sorting and distributing incoming mail.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.


COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Skills
• Assesses own strengths and weaknesses.
• Customer Service needs, manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.

• Interpersonal Skills

• Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control. Oral Communication
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Serves with empathy and respect.

• Written Communication

• Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs.

• Teamwork

• Contributes to building a positive team spirit.

• Diversity

• Shows respect and sensitivity for cultural differences.

• Ethics

• Treats people with respect; keeps commitments.

• Organizational support

• Follows policies and procedures; completes admin