Job Details

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 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