Program Assistant

Call Center And Walk-in Program Assistant

Salary : $48,050 - $50,000 per year.

This is a non-exempt, full-time position.

Organization

Metro Housing | Boston (formerly Metropolitan Boston Housing Partnership) is a leading nonprofit dedicated to connecting the residents of Greater Boston with safe, decent homes they can afford. Metro Housing empowers families and individuals to move along the continuum from homelessness to housing stability. Serving more than 25,000 households annually, we work seamlessly to bridge the gaps among government, nonprofits, and corporations to continually increase our impact. With more than 30 years' experience piloting and implementing housing programs, we have solidified our position as an industry-leading expert on navigating the affordable housing field.

Mission

"We mobilize wide-ranging resources to provide innovative and personalized services that lead families and individuals to housing stability, economic security and an improved quality of life."

Overview

The primary purpose of this position is to provide telephone and walk-in support to HCV callers and office visitors. The Call Center and Walk-in Program Assistant must have working knowledge of HCV policies and procedures and be able to answer questions and provide applicable follow-up information to applicants, participants, owners, co-workers and other HCV callers. Required areas of knowledge include, but are not limited to, waiting list management, eligibility, income and rent determination, recertification, interim recertification, moves, inspections, rent changes and program compliance. The Program Assistant may field questions related to both MTW and Non-MTW programs.

Reports To : Leased Housing Gateway Manager

Responsibilities May Include :

• Reviews and maintains knowledge of HCV and other Leased Housing Program policies and procedures and applicable regulatory requirements;
• Answers telephone calls and sees walk-in clients;
• Applies Metro Housing policies and procedures in answering phone call and walk-in inquiries;
• Determines customer needs and provides the information or assistance required to assist customers, including, but not limited to, program participants, prospective participants and families of current participants, landlords, employees, and offices of social services and community service organizations, employees and staff of HUD, and other housing authorities, other housing authority staff and city employees;
• Where applicable escalates inquiries to the appropriate HCV staff member;
• Communicates with applicants, participants, landlords / owners and co-workers in a professional manner;
• Responds timely to requests and inquiries from customers and staff, by phone, in person and by written communications;
• Maintains daily phone and walk-in logs;
• Enters client notes in the housing software system where applicable;
• Uses appropriate computer information to answer phone inquiries;
• Operates a variety of office equipment such as computer, calculator, photocopier, postage meters, etc; and
• Attends mandatory meetings and trainings.

Qualifications

Note : Metro Housing supports a hybrid work environment. Staff is expected to work from the Boston office as needed to ensure maximum performance and results, and at the direction of the managers.

Most benefits are available on your first day of work with Metro Housing | Boston. These benefits currently include :

An Equal Opportunity Employer