Housing Services Specialist
Leon County BOCC
Tallahassee, FL
Full-time
Call Center / Customer Service
Posted on April 20, 2022
Salary: $30,950.40 - $51,064.00 Annually
Location: Human Services & Community Partnerships - LC Agricultural Center - 615 Paul Russell Rd. Tallahassee, FL
Job Type: Career Service Full Time
Department: Office of Human Services & Community Partnerships
Job Number: 090A-22
Closing: 4/22/2022 11:59 PM Eastern
Initial salary may be up to 15% above the minimum salary based on verified related education, experience, and training above the minimum requirements.
GENERAL DESCRIPTION OF DUTIES
This position performs independent and customer service-oriented work serving the public, and provides overall support to the Housing Services program to ensure program compliance. This position will perform various tasks related to client screening, eligibility, and guidance; conduct client intake process; process third party verification of deposits, employment and income; interface with program participants including Non-Profit Organizations, Lenders, Title Companies, Real Estate Brokers and Agents, Insurance Companies, Construction Contractors and other stakeholders; and prepare loan closing packages. Work also involves ensuring all program files are complete, properly retained and adequately prepared for monitoring or an audit; and performs any and all duties and tasks assigned.
NOTE:
The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The Job Description Questionnaire (JDQ) reflects a more detailed description of the position. Neither the job description nor the JDQ constitutes an employment agreement, and both are subject to change as the needs of the County and requirements of the job change.
ESSENTIAL DUTIES
Manages and maintains client status, records, files, and data. Performs filing, retrieving, and managing of Housing Programs case files and documents, and maintains and manages archived records. Ensures all Housing Services programs (SHIP, CDBG, IFP, HFA, and any other housing services program) awards complies with program rules, policies and procedures. Reconcile each client file to ensure that any internal or external errors are identified and addressed immediately (missing or omitted documents, check list line items, name spelling and proper addresses per line item, et cetera). Collect and combine all individual Housing Services production into one weekly, monthly, quarterly and annual report to be provided to supervisor. Assist in ensuring case files are ready for all monitoring reviews and be readily available during the monitoring reviews, to assist Supervisor with all requests.
This position performs independent and customer service-oriented work serving the public, and provides overall support to the Housing Services program to ensure program compliance. This position will perform various tasks related to client screening, eligibility, and guidance; conduct client intake process; process third party verification of deposits, employment and income; interface with program participants including Non-Profit Organizations, Lenders, Title Companies, Real Estate Brokers and Agents, Insurance Companies, Construction Contractors and other stakeholders; and prepare loan closing packages. Work also involves ensuring all program files are complete, properly retained and adequately prepared for monitoring or an audit; and performs any and all duties and tasks assigned.
NOTE:
The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The Job Description Questionnaire (JDQ) reflects a more detailed description of the position. Neither the job description nor the JDQ constitutes an employment agreement, and both are subject to change as the needs of the County and requirements of the job change.
ESSENTIAL DUTIES
Manages and maintains client status, records, files, and data. Performs filing, retrieving, and managing of Housing Programs case files and documents, and maintains and manages archived records. Ensures all Housing Services programs (SHIP, CDBG, IFP, HFA, and any other housing services program) awards complies with program rules, policies and procedures. Reconcile each client file to ensure that any internal or external errors are identified and addressed immediately (missing or omitted documents, check list line items, name spelling and proper addresses per line item, et cetera). Collect and combine all individual Housing Services production into one weekly, monthly, quarterly and annual report to be provided to supervisor. Assist in ensuring case files are ready for all monitoring reviews and be readily available during the monitoring reviews, to assist Supervisor with all requests.
Provide excellent customer service through citizen engagement and assistance; presents a positive, friendly, and professional demeanor to the public as the representative for the Division. Provide general information about Leon County Housing Program eligibility requirements to visitors, e-mailers and callers ensuring customers receive accurate information. Assist callers with all housing program information, including active and past files information as appropriate.
Provide program eligibility determination. Perform client screening and intake interview of prospective clients for various housing programs. Set-up new client files to ensure uniformity and completeness via checklists pursuant to program rules, policy and procedure. Process applications, ensuring that all required documents are properly obtained and prepared, including third-party verifications; income certifications; and confirmation letters. Ensure each client has been properly qualified or disqualified for services and that they have been properly informed, based on verified information in the case file. Manage any active applicant waitlist for all programs including preparation of correspondence and collecting information to determine continued eligibility and priority of service pursuant to program rules, policy and procedure. Make recommendations to improve the Housing Services process and marketing activities.
Manage project funding and security instrument management. Accurately prepare all closing documents necessary pursuant to program rules (Good Faith Estimate, Truth in Lending, Mortgage and Note, Affidavit, and Closing Instruction Packet, etc.). Conduct the collection of signatures and affirmations from the customer, partners and/or stakeholders to ensure agreements and other documents are appropriate and binding. Record, retain, organize and track all security instruments (mortgages and notes) to ensure compliance with the terms of agreement. Prepare official loan payoff letters as well as release of lien and subordination of lien packages as requested by clients or lenders pursuant to program rules, policies and procedures.
Make preparations for Citizen Committee meetings. Compile meeting materials for each committee member, staff person as well as a hard copy for the public’s use. Prepare meeting space to meet the needs of the committee and leadership; Ensures that all attendees sign in for record keeping. Properly publish public notice of meetings and hearings pursuant to program rules, policy and procedure. Draft meeting minutes for all housing services related citizen committee meetings (Affordable Housing Advisory Committee, Community Development Block Grant Task Force).
OTHER IMPORTANT OR MARGINAL DUTIES
None.
DIFFICULTY
The work performed does not require a high level of independent judgment as rules and regulations are quite specific and detailed. Occasional judgment will be exercised. Work requires that several tasks be undertaken simultaneously. Occasional problems arise both in the office and in the field requiring a decision. Must have the ability to design and implement research process, and the ability to analyze extensive information and make recommendations. Must be cognizant of policy implications of research and recommendations.
RESPONSIBILITY
Supervision Received
This position's duties are somewhat defined and periodically checked. The position has access to supervisor and/or lead co-worker when needed.
Supervision of Others
Employee assigned to this class is non-supervisory, but may occasionally show another employee how to perform a task.
INTERNAL AND EXTERNAL CUSTOMER CONTACT
An employee in this position will have regular contact with other departments and the general public. Also, contact with the public involves routine checks on projects, technical assistance, and data gathering. This person is required to have tact to avoid misunderstanding with the other party, because improper handling could produce unpleasant results.
TOOLS AND EQUIPMENT USED
Personal computer, fax and adding machines, word processing, spreadsheet and database software.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is performed mainly indoors while seated at a desk with video display terminal.
KNOWLEDGE, SKILLS AND ABILITIES
High level of communication skills.
High level of computer, spreadsheet and word processing skills.
Knowledge of housing grants rules and regulations and how to access them.
Knowledge of unincorporated area of the County.
Knowledge of SHIP, CDBG, HOME and other grant monitoring techniques.
Ability to use interpersonal skills.
MINIMUM QUALIFICATIONS
Requires graduation from an accredited community or junior college with an AA degree and two years of related work experience; or an equivalent combination of training and experience.
NECESSARY SPECIAL REQUIREMENTS
None.
SELECTION GUIDELINES
Formal application, rating of education and experience; oral interview and reference check.
FLSA: Non-Exempt. This position performs in an administrative capacity.