City of Tucson

This classification is a senior-level position that will be responsible for providing a wide variety of public assistance through managing caseloads, determining eligibility of housing assistance, and performing administrative duties.  This classification will act as a liaison between owners, tenants, and government agencies to provide low income housing assistance.  Employees in this classification must be able to understand and apply appropriate regulations and will assist customers in person, over the phone, and through e-mail.

Manages caseloads by maintaining waiting lists, scheduling appointments, updating client files, making arrangements for inspections, preparing contracts for new move-ins, transfers, and re-examinations, calculating and collecting rent, processing rent increases, determining the client's needs, offering referrals to outside community agencies, explaining procedures, responding to complaints, and acting as a mediator between all related parties.

Understands and applies local, State, and Federal (primarily Housing and Urban Development) regulations.

Determines eligibility by interviewing clients; assisting clients with paperwork; reviewing and analyzing income, asset, and deduction information; conducting and reviewing backgrounds, examining reports, and requesting third-party verification.

Determines, certifies, and/or re-certifies participants’ assistance eligibility by verifying income, assets, and other financial data; check for completeness and accuracy of transaction.

Initiates, develops, and executes Housing Choice Voucher Program or Public Housing Program forms and lease and contract forms; issues housing vouchers; completes portfolio transfers; generates and executes leases.

Assists and communicates with citizens in-person, over the phone or online, and by mail.

Conducts compliance audits of transactions including eligibility documents, financials, and contracts; initiates and executes termination of assistance for non-compliance with housing program regulations; notifies appropriate parties and act on findings.

Responds to telephone calls, compiles information, maintains logs and files, generates maintenance work orders, processes paperwork, prepares reports, enters information into the computer system, reviews files for accuracy, prepares correspondence, orders supplies, and distributes mail.

Provides seamless customer service by demonstrating tact and persuasion when dealing with customers who may be or become irate or distraught; listens to customer concerns and asks questions, demonstrates empathy, and researches inquiries and discrepancies.

Reconciles purchasing card transactions.

Minimum Education Level & Type: High School Diploma or G.E.D.

Minimum Experience Qualifications: At least 1 year assisted housing, human services, community development programs, property management, or customer service

None

FLSA Status: Non-Exempt

Occupational Group Code: 11

Occupational Group Description: Community Services

EEO Job Category: F

EEO Job Category Description: Office and Clerical

Organizational Level: Senior Level Employee

NCCI: 9012

Bargaining Unit: CWA

The following information pertains to driving requirements for this classification with the City of Tucson. Under "Driving Level" None, Secondary or Primary, refers to the driving responsibility as it relates to the essential functions of the classification. License Type, is just that, the type of Arizona Driving License required for the classification. If the position requires a Commercial Drivers License (CDL), the endorsements will be listed under "Endorsements." Under Safety Sensitive a "Yes" means employees with this classification are subject to pre-employment and random drug testing. License Type A,B,C,D,or M may require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage. Exceptions to classification driving requirement's may exist based on position.

Driving Level: Secondary

License Type: Valid and Unrestricted D - Driver

CDL Endorsements: None

Safety Sensitive: No

This description is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty. They are intended to describe the general nature and level of work being performed by individuals assigned to this position.