Program Representative – Leased “State Funded”; Kingston

SUMMARY
Neighbor Works Housing Solutions (NHS) is a leading nonprofit organization dedicated to connecting
individuals and families with safe, decent, and affordable housing.
The Program Representative for State-Funded Housing Programs maintains a caseload and all required
file documentation in compliance with program regulations. This position provides assistance to state funded
program participants, landlords, and community partners regarding eligibility, participant
briefings, lease-up activities, and ongoing voucher administration.
NHS values teamwork, ingenuity, collaboration, mutual respect, and personal and professional
development. We are committed to fostering a culture where employees feel valued and supported.

• Provide professional customer service to MRVP, AHVP, EA, DMHRSP, and project-based voucher
  holders, as well as property managers, by responding to inquiries, phone calls, emails, faxes, and
  other correspondence within 36 hours.
• Maintain strict confidentiality regarding work-related matters, client records, and NHS
  information.
• Determine applicant eligibility in accordance with program regulations.
• Conduct participant briefings to educate eligible applicants about their rights, responsibilities,
  and obligations as voucher holders, including Fair Housing laws.
• Prepare and distribute briefing packets.
• Assist with dispute resolution efforts aimed at stabilizing tenancies.
• Process annual or biennial recertifications accurately and in a timely manner.
• Process interim share changes promptly upon request.
• Process relocations and new admissions in a timely manner.
• Complete rent reasonableness determinations using the designated affordable housing
  platform.
• Maintain participant files and electronic records in accordance with EOHLC Administrative Plan
  requirements and Massachusetts regulations.
• Work collaboratively with members of the Leased Housing Department to ensure high-quality
  service coordination.
• Monitor program compliance and follow up on allegations of fraud, program abuse, unreported
  income, over payment collections, and other program violations.
• Process participant terminations for noncompliance with program regulations, including
  preparing documentation and participating in grievance hearings.
• Support management’s efforts to improve customer service, minimize errors, and maintain
  operational efficiency.
• Attend trainings and professional development sessions as required.
• Assist applicants with completing the Common Housing Application for Massachusetts Programs
  (CHAMP).
• Maintain and update the CHAMP waiting list on an ongoing basis, including applicant selections
  and requested changes.
• Comply with all internal procedures and protocols established by management.
• Perform other duties as assigned.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive list of
activities, duties or responsibilities that re required of the employee for this job. Duties, responsibilities
and activities may change at any time with or without notice.

QUALIFICATIONS AND CERTIFICATIONS

• Voucher administration experience preferred.
• Commitment to promoting an equitable, diverse, and inclusive environment.
• Excellent interpersonal, communication, and time management skills.
• Proficiency in Microsoft Office applications and the ability to learn new software systems
  quickly.
• Strong organizational, analytical, and problem-solving skills.
• Ability to work effectively in a fast-paced environment while maintaining attention to detail.
• Ability to multitask and work productively with limited supervision.
• Bilingual applicants are strongly encouraged to apply.

PHYSICAL DEMANDS/WORKING CONDITIONS

• Requires prolonged sitting, with occasional bending, stooping, and stretching.
• Ability to regularly lift up to 15 pounds and requires the ability to routinely climb two standard
  flights of stairs as part of daily work activities
• Requires sufficient eye-hand coordination and manual dexterity to operate a keyboard,
  photocopier, telephone, calculator, and other office equipment.
• Work is primarily performed in an office environment.

EQUAL EMPLOYMENT OPPORTUNITY POLICY
Neighbor Works Housing Solutions is proud to be an…