HSP Generalist

The HSP Generalist will assist individuals and families in crisis who are applying for assistance and seeking community referral information. This position’s major responsibility will be to manage and answer calls from the HSP help desk. The HSP Generalist will also serve as primary intake backup and support for all HSP programs:
Rent & Mortgage Assistance, Family Shelter, and Rapid Rehousing, as needed.

Coordinate Help Desk operations and provide timely client support by promptly responding to Help Desk inquiries and daily client and vendor communications.

• Answer and return calls and messages on the help desk for Rent and Mortgage assistance within 24 hours.
• Assist clients by entering applications on their behalf and process pending applications within 48 hours.
• Network to maintain knowledge of community services and maximize external collaborations for program impact.

Facilitate the intake and eligibility process by assessing client needs, gathering and validating required information, maintaining accurate records, and collaborating with partner organizations.

• Complete the intake application accurately and promptly, ensuring all required forms are filled out for effective, timely client services and compliance with grant procedures.
• Verify client eligibility for assistance by obtaining documentation of need, confirming the validity of client-provided information through written/collateral contact as needed.
• Collaborate with external sources on behalf of clients, such as landlords, mortgage holders, and other agencies.
• Maintain professionalism and excellence in all interactions.

Input and maintain client information securely to generate assistance and payments for HSP programs.

• Enter client data accurately and promptly in the relevant database(s) ensuring confidentiality.
• Verify accounts, tax assessor records, W-9, and vendor information for accuracy.
• Enter client information in HMIS for Shelter Placement and RRH
• Complete monthly visit notes as required per program
• Document and contact shelters daily via email to check availability.
• Assist families with entry into the Coordinated Entry System (CES)

Provide timely, professional customer service by engaging with individuals and families in crisis,

• Check email and voicemail promptly to ensure timely client service.
• Engage in networking and community services by referring clients to community resources for necessary services.
• Provide professional customer service ensuring accurate database management.
• Troubleshoot, identify errors, and monitor accurate database entry.

• Work as a team player within the Housing Stability Programs team
• Coordinate and execute multiple tasks and projects
• Manage operational systems in a fast-paced environment with frequent interruptions
• Communicate with diverse groups, showing sensitivity to civic and cultural issues
• Possess good people and verbal communication skills
• Complete duties on schedule with minimal supervision
• Perform other duties as assigned

N/A

Salary: $20.50

The in-office, physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

In-office requirements: All or the majority of this position is required to be conducted in-office at MIFA’s physical location or at an assigned MIFA program site for effective performance of essential functions. In-office requirements ensure staff members remain accessible, connected, and prepared to serve and allow for…