Resident Issues Specialist

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Resident Issues Specialist
5/4/2021 | Tennessee Housing Development Agency | Nashville, TN
POSITION SUMMARY:  Serves as the primary point of contact for residents of properties with project-based Section 8 contracts with the U.S. Department of Housing and Urban Development (HUD) to receive and resolve issues raised in accordance with THDA’s performance-based contract administration work for HUD. Maintains confidentiality as necessary, exercises good judgement as to the application of HUD rules and regulations, and provides general information related to all THDA programs in response to incoming telephone calls and emails. 
Essential duties and responsibilities include the following. Other duties may be assigned.
  • Serves as the first point of contact for the Section 8 Contact Administration and Compliance (S8CA&C) division, communicating with and responding to inquiries from tenants, owners/agents, government officials and HUD. Prepares timely responses in accordance with HUD contract requirements, including follow-up calls, e-mails and correspondence.
  • Follows through to answer questions, clarify, investigate, document, and achieve resolution to resident issues  Incentive-Based Performance Standards - IBPS - 9 & 10) within organizational guidelines..
  • Delineates between life threatening and non-life threatening health and safety issues to ensure proper and timely response in accordance with HUD standards and requirements.  
  • Notifies owner/agent of issues raised and monitors actions taken to achieve resolution.
  • Reports and tracks issues into Contract Administration Vouchering System (CAVS). Provides supporting information to S8CA&C Management and Occupancy Review (MOR) team. 
  • Receives general inquiries and assists customers by providing accurate information on and appropriate referrals to low income housing and housing assistance programs in Tennessee. Documents response in accordance with HUD requirements. 
  • Monitors the Resident Issues Public Folder periodically throughout the day for incoming communications.
  • Develops and maintains knowledge of requirements outlined in HUD Handbook 4350.3 in order to provide accurate information and make informed decisions when communicating with tenants and owner/agents.
  • Keeps apprised of THDA program changes through training, study of THDA materials/website, and other identified sources of information.
  • Provides technical support services to clients on health and safety issues and general issues by phone, email, fax, and regular mail.
  • Uses Customer Response software to maintain tenant information.
  • Maintains the necessary documentation and files as required by HUD Contract (Tenant Call Logs).
  • Uses the S8CA&C checklist to review and prepare documents for transfer into THDA’s Electronic Content Management (ECM) data base.
The requirements listed below are representative of the knowledge, skills, and/or abilities required.
Education and Experience: 
  • High school diploma or equivalent GED. Relevant post-high school certification is preferred.
  • One year of experience in housing or related industry with direct client interaction, including property management, housing counseling, banking, real estate, or other related work.
The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.
Knowledge, Skills, Abilities, and Competencies: 
  • Excellent telephone etiquette.
  • Excellent and clear verbal and written communication skills.
  • Persuasive speaking skills, using positive language and demonstrating empathy. 
  • Maintains self-control and patience when interacting with the public.
  • Strong interpersonal skills.
  • Builds and maintains positive relationships with internal and external constituents.
  • Ability to effectively plan and organize a large workload; accepts procedural change.
  • Maintains high level of confidentiality.
  • Strong organizational and time management skills; uses time effectively; consistently meets deadlines.
  • Documents regularly, thoroughly, accurately, and completely with a high level of detail.
  • Ability to accurately perform data entry. 
  • Ability to read and accurately interpret regulations and policies such as those contained in HUD manuals, guidebooks, handbooks, and issued notices.
  • Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.
  • Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.
Special Demands: 
The special demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job.
  • Ability to hear and speak on a telephone. 
  • Ability to use a telephone headset for extended periods of time.
  • While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.
  • The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.
  • Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
Job Details

BENEFITS:  THDA offers an excellent benefits package:  medical, dental, vision, and life insurance options; disability insurance; retirement plans; flexible benefit pre-tax accounts for medical, dependent care, transportation, and parking; annual leave and sick leave that begin accruing after the first month of employment; and 11 paid holidays per year.  We also offer work-life balance opportunities through alternative work schedules, flexible schedules, and telecommuting.