This position supports the Admissions Director in all aspects of departmental activities, concentrating primarily on waitlist administration and day-to-day supervision of staff responsible for screening new and transfer applicants. This position will also support and provide oversight for the referral and outcome process. As needed, other duties may include, but not be limited to, the preparation of reports related to local, state and federal requirements, training of Admissions staff and attendance at HABC management meetings. Duties included with this position may be to support the admissions and referral process for HABC conventional and privately owned and managed public housing as well as the Project Based Rental Assistance sites which were converted under the Rental Assistance Demonstration (RAD) program.
Essential Duties and Responsibilities
The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned. HABC sites refers to HABC owned and managed sites, privately owned and managed sites and PBRA sites which for which HABC centrally manages the waiting list function.
- Acts on all administrative and program matters in the absence of the Director of Admissions.
- Manages site-based/first available applicant and transfer waitlists for the public housing program which includes waiting lists for HABC conventional and privately owned and managed public housing as well as for the Project Based Rental Assistance sites which were converted under the Rental Assistance Demonstration (RAD) program.
- Reviews the waiting list and makes referrals for unit offers to conventional and privately owned and managed housing managers.
- Monitors and ensure the timeliness of referral outcomes.
- Reviews Good Cause determinations made by Lead Applicant Review Specialist.
- Effectively communicates changes and important information to HABC and privately owned and managed sites.
- Makes determinations regarding reinstatement to the waitlist.
- Ensures the accuracy of an applicant’s status on the waitlists, i.e. removed, reinstated, housed.
- Makes determinations on the outcomes of criminal record checks.
- Manages the Ready Pool for HABC and privately owned and managed sites, tracking unit turnover and adjusting the number of files in the Ready Pool for each site.
- Acts as Hearing Officer at Informal Hearings for ineligible applicants.
- Assists Director of Admissions in planning routine operations, special projects and new and improved activities.
- Confers regularly with Director of Admissions to keep apprised of new or changing policies (including local, state and federal laws and regulations), positions, requirements and special priority matters.
- In conjunction with the Director of Admissions, continually works to develop, analyze, evaluate and improve the effectiveness of work methods, procedures, manpower utilization, etc. Makes recommendations as necessary.
- Supervises and effectively utilizes Admissions Department staff; assigns and reviews work; monitors departmental workflow and productivity; provides guidance to ensure the successful accomplishment of work objectives and to foster staff development.
- Provides recommendations on department training needs; may provide training on Admissions-related functions.
- Assesses staff performance in accordance with established standards; develops quantitative/qualitative performance evaluation measures and routinely collects data related to these measures.
- Conducts QC monitoring reviews of staff work product, including, but not limited to, income determinations, rent calculations and eligibility.
- Investigates complaints and resolves differences between employees; recommends and completes personnel actions.
- Conducts regular staff meetings.
- Oversees file management, including the creation of applicant files, preparation of eligibility files and the transmittal of files between the Admissions Department and HABC sites.
- Ensures that operating procedures for all Admissions Department functions are completely documented and updated as necessary. This includes the revision of affected forms and letters.
- Regularly briefs the Director of Admissions on work progress, significant issues, achievements, and problems; prepares regular and special status reports on area of responsibility, as required.
- Performs other related duties as assigned.
To perform the job successfully, an individual should demonstrate the following competencies:
Leadership: Provides direction by clearly and effectively setting course of action for department and subordinates; manages performance by providing regular feedback and reinforcement to subordinates. This skill is characterized by the following types of behaviors:
- Makes expectations clear
- Establishes a manageable workload
- Accomplishes long-term objectives by planning and taking the necessary steps
- Keeps focus on big picture while implementing details
- Provides consistent and continuous feedback of work performance
- Positively reinforces desired outcomes
- Recognizes performance on a timely basis
- Conducts performance reviews on time and provides complete and constructive feedback
- Deals with sub-par performance effectively, sensitively and on a timely basis
Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition. This skill is characterized by the following types of behaviors:
- Takes initiative to make things happen
- Maintains positive “can-do” attitude; successfully meets or exceeds goals
- Demonstrates dedication to and understanding of the mission of the organization
- Contributes to a positive team spirit
- Takes ownership of issues and problems, even when originating in other areas
- Consistently demonstrates effort to meet and exceed internal/external client expectations
- Overcomes obstacles to complete projects/tasks successfully
- Continuously improves own performance standards and results
- Makes specific changes in work processes to improve performance
- Learns and applies new information quickly
Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors and measures the needs of both internal and external customers; talks and acts with customers in mind. Recognizes working colleagues as customers. This skill is characterized by the following types of behaviors:
- Treats customers with courtesy and concern; responds promptly, professionally and politely
- Anticipates what customer wants, and works to provide it
- Initiates action/response to customer complaint/inquiry
- Responds in a timely, effective manner, even if just following-up
- Considers every customer interaction as important
- Always delivers on customer commitments; measures performance
- Translates customer information to others in the organization with a need to know
- Ensures that consultation, products and services delivered address the customer's needs by asking customer for feedback
Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing. Demonstrates attention to, and conveys understanding of, the comments and questions of others; listens effectively. This skill is characterized by the following types of behaviors:
- Willingly shares information
- Recognizes important information and ensures that others that need to know are informed.
- Clearly and concisely expresses ideas and concepts orally and in writing
- Listens openly and non-judgmentally
- Expresses disagreement tactfully and sensitively
- Summarizes input, then checks for understanding
- Listens without interrupting
- Uses correct grammar, spelling and punctuation
- Maintains eye contact when speaking
- Thinks through main ideas that he/she is trying to express
- Ensures information is accurate; stops rumors from spreading
Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; does fair share of work. This skill is characterized by the following types of behaviors:
- Will not ignore a problem, even if it is not one's direct responsibility
- Anticipates and acts to avoid a future problem
- Reacts quickly and positively to customer and co-worker inquiries
- Puts the highest priority on accomplishing objectives
- Demonstrates flexibility in balancing job responsibilities and the ability to deal with change
- Puts success of team above own interests and willingly assists others to succeed or complete tasks when needed
- Demonstrates high-level of adaptability and willingness to help as needed
- Takes responsibility for one's own actions
- Works independently with minimal guidance
- Ensures fair share of work is completed
- Appropriately shares credit for work and ideas with co-workers and subordinates
- Understands the importance of timeliness and accuracy in the workplace
- Maintains a satisfactory attendance record and is consistently punctual
- Focuses on work-related activities and acts in ways which support mission and goals of the Authority
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s degree in management or a related field and a minimum of four years of management experience in progressively responsible positions, preferably in housing or property management, and preferably at least two years of experience in Public Housing operations. Equivalent combination of experience and education will be considered.
Must obtain an HABC determined passing grade on the Eligibility/Occupancy and Tax Credit certification exams within 12 months of employment.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, and governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present/communicate information (both orally and in writing) and respond to questions from managers, staff, clients, customers and the general public.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have strong computer skills in MS Word, MS Excel and Housing-related software. Must be able to learn other computer software as necessary.
Other Skills and Abilities
Comprehensive knowledge of:
- Basic HABC Public Housing program policies and procedures.
- Basic United States Department of Housing and Urban Development regulations as related to the public housing admissions process.
- Forms and documents needed for the application/update and eligibility determination processes.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit, use his/her hands to finger, handle or feel, to talk and hear and reach with his/her hands and arms. The employee is occasionally required to climb or balance, stoop, kneel, crouch or crawl. The employee is frequently required to lift and/or move up to 10 pounds. The employee must occasionally lift up to 25 lbs. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.
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 the essential functions.
Office environment. The noise level in the work environment is moderate.
Job Type: Full-time
Salary: $78,500.00 /year
- Management: 4 years
- Public Housing: 2 years