Chicago HCV Housing Specialist - Virtual Company
Chicago, IL 60623
About the Job
As the On-Site Housing Specialist, your primary objective is to deliver exceptional customer service while executing the various tasks associated with government-run rental assistance programs. The role demands a balance between technical accuracy, regulatory compliance, and a strong commitment to the customer experience. This position is central to determining and documenting eligibility, income, rent, and managing contractual relationships with property owners, all while maintaining a high standard of service that reflects our company's values. This position is a full-time, on-site position based out of Chicago, IL.
In this role, you will be responsible for accurate and thorough record-keeping, resolving customer service inquiries, and demonstrating proactive communication with participants and landlords. The successful candidate will embody our values by fostering trust, taking ownership, driving impactful results, and exceeding customer expectations.
Housing Specialist Responsibilities
- Educate participants on program requirements and family obligations, ensuring they fully understand their rights and responsibilities.
- Conduct participant briefings as needed, prioritizing clarity and responsiveness to participant questions or concerns.
- Address and resolve participant and landlord issues with empathy and professionalism, demonstrating our commitment to service excellence.
- Conduct eligibility and intake activities for program applicants and participants while adhering to all legal and regulatory requirements.
- Execute annual and interim recertifications within required time frames, ensuring that participants are well-informed and supported throughout the process.
- Facilitate participant moves, including portability, by efficiently managing transitions while minimizing disruptions.
- Accurately determine housing assistance payments and tenant rent calculations, ensuring both compliance and clarity for all stakeholders.
- Act as a mediator in resolving concerns between owners, tenants, and the Public Housing Authority (PHA), emphasizing fair and equitable outcomes.
- Collaborate effectively with landlords, co-workers, clients, and vendors to ensure seamless service delivery.
- Maintain accurate and complete applicant and participant files, ensuring they meet all compliance and quality standards.
- Proactively address and resolve any quality control findings associated with completed work, demonstrating ownership of your responsibilities.
- Provide outstanding customer service in every interaction, striving to exceed expectations and leave a positive, lasting impression.
- Execute all job functions in alignment with the PHA’s Administrative Plan, HUD regulations, and other state and local requirements while focusing on the experience and satisfaction of participants and landlords.
- Ensure consistent attendance and punctuality, reflecting reliability and a commitment to excellence in service.
- Other duties may be assigned based on business needs, requiring adaptability and a readiness to step in where needed to support team and client success.
- Ability to effectively communicate laws, rules, and regulations, ensuring adherence to legal standards while communicating complex information clearly to participants.
- Strong organizational skills to execute tasks and assignments within established deadlines while solving problems independently and in collaboration with a customer-centric approach.
- Proficient in Microsoft Applications (Excel, Word, Outlook, SharePoint), with the ability to quickly learn new programs and tools that enhance service delivery.
- Demonstrated ability to communicate professionally, both verbally and in writing, tailoring messages to meet the needs of participants, landlords, and team members.
- Ability to quickly adapt to changing conditions based on client needs, showing a willingness to stretch beyond the limitations of what’s possible to deliver impactful results.
- High attention to detail in maintaining accurate records and processing transactions while prioritizing integrity and trust in all dealings.
- A commitment to exceeding service expectations by going the extra mile, creating positive outcomes, and embodying our company’s values in every interaction.
- Willingness to perform other related duties as needed, demonstrating flexibility in adjusting to evolving business needs and contributing to the team’s overall success.
Education & Experience Requirements
3+ years’ working experience in a client facing customer service-related field, required
2+ years working experience within a similar government eligibility or rental property lease up related field, required
HCV and/or Public Housing Certifications within the last 3 years, preferred
Basic knowledge of regulatory standards for Housing Choice Voucher Program, preferred
Bilingual in Spanish or other commonly used foreign language, preferred
High School diploma/ GED required
Clear Background Check and Drug Testing required
Key Measurable Performance Indicators
- Average Processing Time: Measure the average time taken to process inquiries, applications, or requests.
- Visitor Satisfaction Rating: Gather feedback through surveys or comment cards to assess the satisfaction level of individuals who interact with the office.
- Accuracy of Information Provided: Monitor the percentage of inquiries where the information provided is accurate and meets the needs of the visitors.
- Queue Wait Time: Measure the average time visitors spend waiting in line before being served. Shorter wait times typically enhance customer satisfaction.
- Service Level Agreement Compliance: Track adherence to service level agreements (SLAs) regarding response and resolution times for various services offered at the office
- Volume of Visitors Served: Count the total number of visitors assisted over a specific period. This can help assess staffing needs and service demand.
- Staff Training Completion Rate: Measure the percentage of team members who have completed required training programs, ensuring that they are well-equipped to assist the public.
- Feedback Resolution Rate: Track the percentage of visitor feedback or complaints that are resolved satisfactorily. This reflects the agency's commitment to customer service.
- Technology Utilization Rate: Assess how effectively technology (such as appointment scheduling software or electronic records management) enhances service delivery.
- Staff Absenteeism Rate: Monitor the rate of absenteeism among front desk staff, which can affect service levels and productivity.
- Compliance with Regulatory Requirements: Evaluate adherence to relevant laws, regulations, and policies in the handling of visitor requests and documentation.
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.