HCV Owner Relations Specialist

SUMMARY

HCV Owner Relations Specialist is responsible for the day-to-day interactions, resolutions and tracking of HCV property owner inquiries received via telephone, email, CHA website, written correspondence, or through escalated client center walk-ins.  This position will work with HCV staff, including vendors, as well as other CHA departments to assure that Property Owner concerns and complaints are addressed and responded to promptly and that excellent customer service is provided.

DUTIES AND RESPONSIBILITIES

• Receive and respond to inquiries received from Property Owners and Managers, HCV Inquiry emails, Vendor and Client Center staff, CHA Executive Office, and other internal and external contacts. 
• Receive HCV inquiries and complaints and documents HCV databases to assess the volume, trends and potential program impact and resolutions.
• Receive reports from Chicago Police Department (CPD) associated with HCV addresses. Assesses and forwards for HCV enforcement actions, where appropriate.   
• Assist HCV Enforcement team with inquiries from HCV Participants, as necessary and Documents HCV databases.   
• Provide leadership on PBV Waitlist, including the creation and management of PBV waitlists in application portal and YARDI.   Assure PBV occupancy through customer service with property owners and managers.    Assist PBV applicants with waitlist and occupancy questions.   Assist PBV waitlist and leasing teams with mitigation processes and oversite.   Work with CHA’s PBV and Information and Technology (IT) teams to implement system improvement and enhancement.   
• Monitor HCV Customer Service Offices, as assigned. 
• All other duties as assigned.

QUALIFICATIONS

This position requires a Bachelor’s degree preferred in Social Services or related field or a combination of education and professional experience with a minimum of three (3) years transferrable work. Previous experience with Housing Choice Vouchers, Public Housing, the U.S Department of Housing and Urban Development (HUD), state, and/or local regulations governing rental assistance programs a plus.   

The position requires skills to independently adapt, interpret, and apply written guidelines, precedents, and standardized work practices to a variety of unprecedented or problematic situations.  Candidate shall have excellent verbal and written communication skills, as well as the ability to work independently and as part of a team while exercising good judgment and a demonstrated ability to problem solve, plan and organize. The individual assuming this role will interface with a range of stakeholders, including families, property owners, property management agents, as well as CHA, City, and HUD staff. Selected candidate must have the ability to work with people effectively and professionally from diverse backgrounds including those with sensitive backgrounds. Must be able to maintain discretion and confidentiality.     

Must be a self-starter with excellent time management skills, as well as able to problem solve and meet critical goals and tight deadlines. Position requires high proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint), Yardi, Microsoft SharePoint and CMTS. Must possess and maintain a valid State of Illinois Driver’s License. Employee is required to test their knowledge of HCV and Fair Housing and to demonstrate an 85% or greater achievement on certification examinations within 180 days of hire. 

Salary Range: $55,000 - $65,000

Grade: S6

FLSA: Exempt

Union: Non

Salary : $55,000 - $65,000