I. Summary: Ensures equitable treatment of tenants and potential tenants. Works with prospective tenants on the application process, works with tenants to complete income recertifications in a timely manner, complete income calculations on move-in and recertifications, monitoring tenant accounts, and daily customer service.
II. Authority: Reports directly to Housing Supervisor and under the general supervision of the Housing Compliance Manager.
III. Duties and Responsibilities: - Provide customer service to tenants and potential tenants by answering general questions, resolving concerns, and problem solving.
- Monitors emails received through the website and assists in suggestions for web page updates.
- Create and monitor the applicant waiting lists and applicant/tenant files and ensures that vacant units are filled in a timely manner.
- Conduct initial eligibility determinations and continued program eligibility.
- Generate recertification packets; conduct recertification interviews with existing tenants as a part of the annual and interim income recertification process for income calculations; ensure recertifications are completed according to policy.
- Determines rent adjustments as a result of the recertification and income calculation process.
- Assists in scheduling inspections by generating and distributing notices and maintaining inspection files.
- Implements Lease Agreements in accordance with the appropriate rental program guidelines and state statutes (Landlord/Tenant Act).
- Responsible for monitoring utility shut-off notices, ensuring utilities are paid according to the tenant lease agreement, updating tenant ledger accordingly, communication with tenants concerning utility issues.
- Distribute monthly statements and follow up with tenants with outstanding balances.
- Responsible for enforcing the collection policy to ensure timely collection of rental payments, maintaining accurate records and set up repayment schedules to minimize the eviction process
- Follows the eviction procedures and provides appropriate documentation to the Housing Compliance Manager to ensure terminations and evictions are carried out in accordance with appropriate rental program and/or policy.
- Schedules and coordinates tenant move-ins and move-outs.
- Coordinate relocations when necessary for rehabilitation of occupied units.
- Coordinates with maintenance staff regarding vacancy status, rehabilitations, recertifications, and tenant issues.
- Assists potential tenants with application completion process, admission events, move-in process, and income certification.
- Prepares statistical and narrative program progress reports and assists with annual audits as required.
- Assists in other housing department jobs and tasks when department colleagues are on personal leave.
- Develops desk procedures as needed.
- Other duties as assigned.
IV. Required Knowledge, Ability and Skills: - Knowledge of Alaska Landlord Tenant laws.
- Knowledge or Federal and State programs and services, particularly programs related to HUD and Indian Tribes.
- Knowledge of, and familiarity with communities in rural Southeast Alaska.
- Ability to read, follow, and explain complex policies and procedures.
- Ability to plan, schedule and monitor complex programs and/or projects.
- Ability to work with difficult people in a positive manner, maintain positive interpersonal relationships, and provide quality customer service
- Possess strong verbal and written communication skills
- Experience with word processing, spreadsheets, electronic mail, and electronic calendar software
- Ability to maintain satisfactory work performance and attendance.
- Ability to work under pressure and meet deadlines
- Ability to travel to communities throughout Southeast Alaska
- While performing the duties of this job, the employee is regularly required to:
- Talk or hear;
- Sit for extended period;
- Kneel;
- Crouch;
- Reach
- Push and pull
- Lift up to 30 pounds
V. Minimum Qualifications: High school graduate or equivalent. Two years of customer service experience. College degree may substitute for the experience. Certification Requirements : Certified Occupancy Specialist
Requirement may be waived if agreed to obtain certification within 12 months of hire date.
Additional certification in one of the following preferred: Tax Credit Specialist or HOME Compliance Specialist
VI. Grade Level: Either Grade 10 or 11 depending on experience
Non-exempt