Resident Relations Specialist 36-22

JOB NOTICE

DATE POSTED: August 12, 2022 JOB #: 36-22

POSITION: Resident Relations Specialist SALARY: $18.05/hour

DEADLINE FOR APPLICATIONS: September 9, 2022

PRIMARY FUNCTIONS: Carries out duties of daily operations of the Resident Help Desk. Investigates and responds to customer calls, emails, and letters and the need for further inquiry. Contacts owners, agents and property staff regarding mitigation of EH&S items identified in REAC Physical Inspection Reports as assigned. Monitors follow-up action on assigned properties that are in a failed or deficient UPCS status. Answers incoming calls and emails received at the Resident Help Desk. Ensures that all calls are addressed within the certain timeframes outlined in the Work Plan. Thoroughly researches a wide variety of complex HUD compliance issues, providing guidance to owners, agents, and residents regarding appropriate resolution. Performs timely and accurate data entry in iREMS and STARS in accordance with the Work Plan. Ensures proper codes for all calls received or assigned are reflected in STARS. Maintains a unique, comprehensive call package for each concern, including all communication and supporting documentation provided by the property. Ensures Call packages are accurately maintained in Laserfiche and call packages are filed timely. Maintains efficient and timely tracking of each assigned concern until a proper and complete resolution is made. Coordinates a resolution between the Property Owner, Complainant, HUD and SHCC, ensuring prompt and efficient response and closure. Resolution typically involves ongoing communication with several parties as well as a thorough analysis of documentation provided to ensure compliance. Requires the ability to prioritize competing demands and manage time effectively in order to maintain a full caseload while still providing the superior customer service to all stakeholders. Ensures complaints are addressed within timeframes outlined according to HUD rules and regulations. Ensures all call updates are completed and provided to HUD, property staff and residents per the work plan and SOP requirements. Drafts accurate, concise, and thorough written correspondences to owners, agents, property staff and HUD personnel pertaining to the status of complaints. Ensures call packet submissions to supervisor are complete, accurate and timely, and reflect all actions taken with a particular call. Maintains a good working knowledge of the federal regulations, HUD Handbooks, HUD Notices, and Listserv Announcements, and has the ability to provide guidance to owners, agents and property staff. Performs other duties as assigned by supervisor.

QUALIFICATIONS: Associate's degree or equivalent from a two-year college or technical school, or two years related experience or training; or equivalent combination of education and experience. Preferred: Associate's degree or equivalent from a two-year college or technical school and one year of experience, or three years related experience or training; or equivalent combination of education and experience. Experience in residential and multi-family affordable housing compliance, unit inspections, or property management. Comprehensive knowledge of HUD HQS or UPCS, and inspection procedures preferred. Completion of HUD Housing Quality Standard or Uniform Physical Condition Standards training desirable. Experience in affordable housing services pertaining to Section 8 project-based housing, low-income tax credit housing or federal housing programs. Knowledge or ability to learn laws, rules, and regulations pertaining to Texas state landlord/tenant law. Ability to express complex ideas in both oral and written form with minimal direct supervision. Excellent computer skills to include Microsoft Office Suite - Word, Excel, PowerPoint, and Access, and Gmail. Excellent ability to research solutions to complex problems independently and exhibit sound judgment in knowing when to escalate concerns to leadership for additional guidance. Some experience in operating a phone system in a multi-task service environment. Some knowledge of the principles, practices, and techniques of private property management. Ability to establish and maintain effective working relationships with Housing residents, other employees and the public, and deal effectively with situations requiring tact and diplomacy, yet firmness.

Bondability. Valid Texas driver's license. Eligibility for coverage under agency fleet auto insurance. Please note: those selected for an interview will be required to perform a writing sample test. Must show proof of Covid19 vaccination if offered position.

WORK ENVIRONMENT & PHYSICAL DEMANDS: Work is principally sedentary, but may involve some physical exertion, such as kneeling, crouching, or lifting to obtain files and records, and eye strain from working with computers and other office equipment. Work is primarily indoors and involves the normal risks and discomforts associated with an office environment, but are usually in the area that is adequately heated, cooled, lighted, and ventilated.

APPLICATIONS FOR EMPLOYMENT: Application for open posted position must be submitted via online at the following website: https://hacanet.applicantpro.com/ However, we will accept applications at the Housing Authority of the City of Austin, 1124 S. IH-35, Austin, Texas 78704. No applications will be accepted after the noted closing dates on the job announcement. We encourage you to visit our website often to view and apply for vacant positions with the Housing Authority of the City of Austin or sign up for job alerts at our career site. The HACA is a drug-free workplace. A Criminal Background Check including a sex offender registry check. A Driving Record, Texas Driver's License, and a Physical/Drug Screening will be required upon offer of employment. EQUAL OPPORTUNITY EMPLOYER