Client Services Liaison Position Available In Philadelphia, Pennsylvania

Client Services Liaison The Philadelphia Housing Authority – 3.0 Philadelphia, PA Job Details Full-time $46,600 – $49,576 a year 15 hours ago Benefits Health insurance Dental insurance Flexible spending account Tuition reimbursement Paid time off Employee assistance program Vision insurance Professional development assistance Life insurance Retirement plan Qualifications Customer service Social work Mid-level 3 years Managing clients in a customer support role Driver’s License Bachelor’s degree Housing services Individual case management in social services Social Work Largest number of clients managed simultaneously in a customer support role (4-6 clients) Case service coordination Communication skills Full Job Description Marketing Statement The Client Services Liaison is responsible for the implementation of all aspects of program administration in the Housing Choice Voucher (HCV) Program, including but not limited to providing housing search assistance, coordination of services with referral partners, conducting periodic certifications determining eligibility or program compliance; and monitoring client program activities. The Client Services Liaison will work closely with PHA’s Resident Programs and Partnerships (RPP) Division to provide supportive services for participants. Additionally, the Client Services Liaison is responsible for managing escalated inquires for HCV and special cases using a case management approach, and providing excellent customer service to all clients. The Client Services Liaison must possess strong decision-making skills and use sound judgment at all times when interacting with customers to effectively manage relationships and expectations. The Client Services Liaison should have a track record of successfully assisting vulnerable populations with supportive services, housing navigation, and expertise in working diligently to ensure that families have the resources and opportunities to be able to thrive in the community.

Annual salary range:

$46,600 – $49,576 Qualifications Competencies (Skills, knowledge, abilities) Knowledge of HUD policies, and other Federal, state and local laws, rules and regulations related to Housing Quality Standards and Lead Based Paint; Ability to understand and implement HUD regulations and PHA and MTW policies and procedures; Excellent communication and interpersonal skills. Ability to communicate with and relate to persons of diverse backgrounds and abilities and to establish and maintain effective working relationships with participants, landlords and other employees; Ability to operate business machines and use agency housing and inspections software; Ability to plan and prioritize duties; Ability to work independently; and Strong written and oral communication skills. Incumbent performs work requiring a deep understanding of HUD rules and local requirements relative to the Housing Choice Voucher Program. In addition, the employee must be able to handle complex interpersonal situations involving conflicts between assisted tenants and landlords and performance issues with Inspectors with skill and professionalism. The employee has continual contact with other employees, program participants, and landlords. Most contacts are structured in nature and the employee is expected to use normal tact and professional courtesy. Occasionally a contact may be uncooperative or antagonistic, and the employee would be expected to use above-average tact and courtesy. Failure to respond courteously could adversely affect the public’s opinion of the program and the Authority. Certifications, Licenses required Valid PA Driver’s License; Must pass the HCV Certification exam within the first year of tenure in the position, (training and test at Philadelphia Housing Authority’s expense); Physical demands Environmental conditions, and Activities 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 is also occasionally required to visit properties which may require ascending and descending stairs and ladders to conduct physical inspections. While inspecting housing units and/or building structures, the employee may occasionally be required to position self to observe work completed under cabinets, sinks, etc. or in high locations. Employee may utilize tools and mechanical equipment. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. Travel required Limited travel to PHA sites as warranted. Minimum education Bachelor’s degree in Social Work or a related field with related experience or equivalent combination of education and/or experience preferred. Minimum experience 3-5 years of related experience. Prior experience in housing services is mandatory . Client Direct experience in providing social services to clients is essential.

Customer Service:

Previous experience in customer service roles—especially in high-volume environments such as a Call Center or Customer Response Center —is strongly preferred Responsibilities Administer all aspects of activities required in the administration of PHA’s Housing Choice Voucher Program as outlined above; Responsible for managing priority escalations from the voucher issuance process through leasing, monitor and evaluate the client progress, create and adjust plans for clients to ensure program success and housing stability; Responsible for reviewing forms and other documents for completeness and communicating the statuses to customers; Responsible for providing or referring for intervention as needed and creating housing plans to enable the household’s success; monitor client success towards securing housing; Assess client’s needs, and help clients adjust and overcome challenges in the lease-up process; Partner with the Office of Homeless Services and other agency partners to connect clients with supportive services; Demonstrate a vast knowledge of community resources to connect people with the assistance they need; Manage referrals of clients to social service provider partners through Residents Programs and Partnerships (RPP), including referrals for emergency needs. Assist clients in contacting referral agencies and completing the paperwork necessary for the referral process; Provide case management and navigation services to clients assigned; Work with participants to ensure connection with the Owner Services Liaison to ensure a streamlined approach to lease-up and move-ins for each client assigned; Establish relationships with landlords to assist clients in locating appropriate housing, especially those who have multiple barriers to obtaining permanent housing; Work with the Resident Programs and Partnerships if the client is in need of move-in assistance connected to utility connection, furniture, etc; Prepare detailed client reporting on voucher success rates or other program compliance; Provide connection and referrals to ongoing case management within 45 days of move-in if requested; Conduct initial and periodic re-certifications/re-exams of clients to ensure accuracy and timely determinations of eligibility and subsidy assistance calculations in accordance with PHA policies and applicable U.S. Department of Housing and Urban Development (HUD) regulations; Responsible for the timely and accurate follow-up to complete tasks; opens, reviews, and acts upon all electronic and paper correspondence within established timelines; uses only agency-approved forms, letters, and correspondence; assures that all correspondences issued are the correct and most recent versions; Navigate a software system to verify applicant status, update/ notate the database with details of current interaction and maintains records in accordance with established document management requirements and retention policy; Interface directly with program participants and property owners to provide effective relationship management strategies/techniques that are consistently utilized to ensure proactive service delivery and a one-touch solution for problem resolution; Contribute to assigned department; actively participates in team meetings, process improvements and other special projects; collaborates with and supports all team members and follows through on initiatives and assignments as directed; Oversee administrative staff who provide customer service over the phone, email, portals or in person; Embrace and supports all initiatives, policies and procedures within the Housing Choice Voucher Program department; implements all new requirements in accordance with established guidelines; Provide excellent direct customer service to clients and property owners participating in the HCVP including but not limited to responding to inquiries and requests from clients, property owners and the public. May require occasional home visits and local travel. How To Apply All applications will be accepted through the Philadelphia Housing Authority’s Jobs Board at www.pha.phila.gov/jobs Closing Statement Established in 1937, and with an employment workforce of over 1,100, the Philadelphia Housing Authority is a municipal agency providing public housing services to over 76,000 residents in the city of Philadelphia, Pennsylvania. Financial support for Authority operations and capital needs comes primarily from rent payments and subsidies provided by the U.S. Department of Housing and Urban Development (HUD). PHA is one of a very select group of housing authorities across the nation that has attained Moving to Work (MTW) status. This designation allows housing agencies the opportunity and flexibility, on a local level, to develop and implement innovative housing and self-sufficiency strategies to benefit public housing residents and Housing Choice Voucher Program (HCVP) participants. PHA is an equal opportunity employer and makes all employment decisions on the basis of individual qualifications without regard to race, creed, color, sex, sexual orientation, gender identify, pregnancy, national origin, ethnicity or ancestry, religion, age, disability, citizenship, marital status, military or veteran status, genetic information, or any other protected characteristic.

Job Type:

Full-time Pay:

$46,600.00 – $49,576.00 per year

Benefits:

Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Professional development assistance Retirement plan Tuition reimbursement Vision insurance

Schedule:

8 hour shift Monday to Friday No weekends

Work Location:

In person