Relocation Coordinator

cambridge housing - Cambridge, MA

DEPARTMENT: Operations
REPORTS TO: Director of Operations
FLSA STATUS: Non-Exempt, Hourly
STANDARD HOURS: 37.5 per week
UNION: Teamsters Local #122

The principal role of this position is to plan and execute a series of short and long term moves involving relocating public housing residents from several developments to other dwellings while their housing units are renovated. The Relocation Coordinator position will be responsible for meeting with each family, outlining options for potential relocation, maintaining a database of relocation options and resident choices and managing all aspects of the physical move in accordance with approved relocation plans and in compliance with the Uniform Relocation Act.

Duties are performed under the general supervision of a department head, or other appropriate supervisory personnel.

All activities must support the Cambridge Housing Authority’s (“CHA” or “Authority”) strategic goals and objectives and produce results that accomplish the goals of the assigned department.

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, skills, 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 or at least 3 years prior work experience with affordable housing, relocation activities or real estate. An equivalent combination of education and experience may be considered. Experience with apartment search, tenant selection or real estate markets preferred.

Technical Skills

To perform this job successfully, an individual should have strong computer skills (MS Word, MS Excel, MS Access, and MS Outlook). Ability to learn other computer software programs may be required by assigned tasks.

The below statements 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.

Reviews relocation plans to ensure compliance with all tenant rights and guarantees regarding potential moves. Ensures all activities are conducted according to plan and CHA policy. Will require meeting with CHA Operations and Planning and Development staff as well as resident leaders and advocates.
Meets with families individually to plan moves, explains options and coordinate services to meet their particular housing needs as necessary. Coordinator will interact with diverse, multicultural, multilingual families, seniors and disabled individuals on a daily basis. An understanding of the sensitivity to confidential information as well as the stresses inherent in the relocation process for low-income families will be critical.
Maintains knowledge base regarding resident preferences, needs and available public housing units. This involves frequent contact with residents, attending site meetings and CHA vacancy meetings to monitor flow of available units and match with residents.
Schedules and coordinates resident moves within CHA Developments and through the Housing Choice Voucher (Section 8) Program. This will involve coordination with CHA Operations to identify available units, track readiness for moves and ensure that resident is prepared for the new developments to which they will move. Works with HCV staff to coordinate appointments for voucher issuance and ensures residents are adhering to HCV process from application through lease-up.
Processes reimbursements for residents paying any increased costs during time out of their originating development (some households will incur costs such as increased utilities or slight rent increases, and these overages are CHA responsibility until the resident returns to their development). Maintains records of utility costs and other miscellaneous expenses and maintains the Relocation budget for each affected property in concert with Ops and P&D staff.
Serves as principal point of contact for residents throughout the relocation planning and moving process. Is responsive to resident concerns on an individual and development-wide level. Conducts meetings and sends notices as necessary to keep residents informed about progress with the redevelopment projects, potential deadlines and proposed effects of project milestones on the relocation timeline. Attends construction meetings and operations staff meetings as necessary to remain apprised of issues which impact resident moves.
Maintains contact with residents while relocated to monitor potential changes to household or other circumstances which could necessitate an alteration of relocation options.
Plans and schedules physical moves from and return to public housing units, including procurement of movers and moving supplies, coordination of utility service transfers, scheduling of packing assistance and tenant coordinator workforce in support of relocation efforts and ensures processing of payments for moving and associated cost.
Assists site management with unit inspection of units post-move to ensure condition is broom clean and ready for construction. Coordinates service delivery for residents in need of assistance with cleaning, clutter removal, extermination or other associated preparatory work prior to move. Repeats upon readiness to return to original development.
In accordance with Fair Housing regulations, coordinates with Operations staff and Legal Department to ensure that any applicable reasonable accommodation requests due to residents disability are handled in conjunction with any move and that all assistive devices, modifications or other special needs are appropriately provided for any unit resident occupies.
Assists residents electing to avail themselves of the Housing Choice Voucher (HCV) program with apartment search. This will require coordination with HCV staff, local non-profits and affordable housing providers, municipal resources and private landlords. As Cambridge is a high cost rental market, it can be difficult to locate appropriate housing for voucher holders, and many residents are unfamiliar with the process. Significant regular outreach to families and landlords will be required to successfully house relocated residents with HCV resources. Relocation Coordinator may be required to procure and retain services of realtor to assist with apartment search and managing the transition from public housing to the private market.
Creates and delivers regular reports to multiple stakeholders on relocation progress, unit status, outstanding issues and potential obstacles to successful relocation.
To perform the job successfully, an individual should demonstrate the following competencies:

Behavioral Competencies

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.

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.

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.

Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; does fair share of work.

Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Job Competencies

Ability to communicate complex ideas clearly to a broad variety of audiences, including elderly and disabled residents, families, internal staff and community resources.
Understanding of the goals and policies of public housing and ability to reconcile resident preferences within existing policy and occupancy standards. Knowledge of HCV program, public housing or affordable housing regulations and policies preferred.
Sensitivity to the fact that relocation of any kind, particularly that which is compulsory due to CHA priorities, is disruptive and can be traumatic, and the role of the Coordinator is to minimize the upheaval to resident's lives. Previous experience working with low-income at-risk populations, social work, or other direct service provision is desirable.
Ability to balance multiple priorities in service to the goal of safely relocating households into clean, safe high quality units appropriate to family composition, special needs and requirements. Relocation process will be conducted by a series of hard deadlines, and time management and scheduling are an essential component of the work.
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 maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must occasionally transport up to 10 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 the essential functions.

Office environment: The noise level in the work environment is usually moderate.