Housing Services Assistant – Full Time

Position Title: Housing Office Assistant
Reports To: Senior Housing Manager
Department/Division: Housing
FLSA Status: Non-Exempt
Date: August 22, 2023
Employment Status: Full-Time

Position Summary

The employee will perform intermediate skilled administrative support work performing clerical and office assistance tasks, processing applicant and resident files, providing information, preparing, and maintaining detailed files and records, and related work as apparent or assigned.  The employee shall be responsible for greeting clients via telephone or in person and providing administrative support to the department and staff.  The employee performs a variety of tasks involving reception, and data processing.  Responsible for the Agency receiving at least a satisfactory rating concerning HUD required evaluation systems. 

Responsibilities

The duties listed below illustrate the various types of work that may be performed. The omission of specific statements regarding duties does not exclude them from the position if the work is similar, related, or a logical assignment in association with this position. Undertakes and performs the following and all other work-related duties as assigned.

1. Answers telephone, screens calls, and greets visitors in a courteous, professional manner, ascertains nature of their business and conducts guests to meet with appropriate person.  Answers general inquiries from other employees and the public, in person and over the phone.  Refers calls and/or visitors to other employees or departments as appropriate.  Secures and transmits routine information on Agency programs as directed.
2. Provides assistance to the staff to ensure overall departmental efficiency by composing, preparing, setting up, and proofreading confidential correspondence, agreements, summaries, memoranda, statistical tables, presentations, forms, and reports, relevant information from a variety of sources, and/or knowledge of Agency policy and procedures and presents the information in a clear and understandable format.
3. Reviews applications and documentation for completeness, logs applications and inputs data into computer.
4. Serves as a liaison between residents and Agency staff, addresses housing issues and complaints and refers significant concerns to the Housing Management staff.
5. Accountable for consistent adherence to strong Agency standards regarding the ethical, responsible, and appropriate use, care, and safeguarding of Agency materials, supplies, resources, and other assets. 

Education and Experience

High school diploma or possession of a certificate of equivalence for High School Achievement (G.E.D.) and one (1) year of relevant experience or an equivalent combination of education and experience sufficient to fulfill essential position functions.

Knowledge and Skills

1. Good knowledge of general office practices and procedures, including business English and arithmetic. 
2. Knowledge of operation of a multi-line telephone system and usage of correct telephone etiquette.
3. Comprehensive knowledge of Housing rules, regulations, HUD procedures and policies.
4. Ability to treat callers, customers and visitors with unfailing courtesy, attentiveness and have a professional attitude.
5. Considerable knowledge of the Housing Authority's Admissions and Continued Occupancy Policies (ACOP).
6. Ability to meet and deal tactfully and courteously with the public and to establish and maintain effective working relationships with other employees.
7. Considerable skills in operating computer equipment, software packages, and general office machines.
8. Ability to communicate clearly and concisely orally and in writing.
9. Proper English grammar and usage, vocabulary, arithmetic, punctuation, and spelling.
10. Ability to accurately and completely document in writing appropriate events and activities.

Supervision Controls

The employee receives assignments and instructions from the Senior Housing Manager.  Course of action, deadlines, and priorities may be established by procedure, the supervisor, or the employee, depending on the assignment. The employee initiates routine activities without supervisory direction.  Problems or situations not covered by instructions are normally referred to the supervisor for resolution.  The employee's work is reviewed for accuracy, completion, and compliance with policies and procedures.  The employee has no supervisory responsibilities.

Guidelines

The employee performs routine duties by following established HUD and Agency policies and procedures.  These guidelines cover most job-related situations, and the employee occasionally is required to use independent judgment in making decisions.  If guidelines do not cover a situation, the employee normally consults the supervisor.

Complexity

The employee performs a variety of related, routine, and generally repetitive tasks.  The course of action is determined by the supervisor and by established procedures.  The employee may coordinate, integrate, and/or prioritize tasks.

Scope and Effect

The employee's work affects other employees and clients.  Successful accomplishment of administrative and managerial tasks by the employee can enhance the Housing Agency's ability to provide quality service to its clients.

Personal Contacts

Most of the employee's contacts are with Agency employees, tenants, and landlords.  The purpose of the contacts is to give or exchange information, provide services, make decisions, negotiate, and resolve problems.  Most contacts are structured or confidential in nature and the employee is expected to use normal tact and courtesy.

At times, contacts may be skeptical, uncooperative, unreceptive, hostile, or willing to express different viewpoints and objectives.

Physical Requirements

1. Work is principally sedentary, but may involve some physical exertion, such as kneeling, crouching, or lifting to obtain files and records, and eyestrain from working with computers and other office equipment.
2. Must be able to sit and/or stand for up to eight (8) hours at a time while performing work duties.
3. Must be able to bend, stoop, push, and pull in the performance of work-related duties.
4. Must be able to use fingers bilaterally and unilaterally to operate office equipment.
5. Must have vision and hearing corrected to be able to perform essential job functions.
6. Must be able to perform essential job functions in an environment that will sometimes include increased levels of work-related stress.
7. Must maintain a professional appearance and portray a positive image for the Agency.
8. Must maintain punctuality and attendance as scheduled.
9. An employee may request reasonable accommodation to mitigate any of the physical requirements listed above.

Work Environment

Work involves the normal risks or discomfort associated with an office environment and is usually in an area that is adequately cooled, heated, lighted, and ventilated.

Other Requirements

1. Must possess a valid driver's license and maintain a good driving record.
2. Must pass employment drug screening and criminal background check.
3. Must work with the highest degree of confidentiality.

The Washington Housing Authority is an Equal Opportunity Employer. This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed. The duties herein are representative of the essential functions of this job. This job description reflects management's assignment of functions; however, it does not prescribe or restrict tasks that may be assigned. Nothing in this document restricts management's right to assign or reassign duties and responsibilities at any time. The qualifications listed above are guidelines, other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job may be considered at the discretion of the Executive Director.

Employment with the Washington Housing Authority is on an "at-will" basis. Nothing in this document is intended to create an employment contract, implied or otherwise, and does not constitute a promise of continued employment.

Disclaimer:  The above statements describe the general nature, level, and type of work performed by the incumbent(s) assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, demands, and skills required of personnel so classified. Job descriptions are not intended to and do not imply or create any employment, compensation, or contract rights for any person or persons. Management reserves the right to add, delete, or modify and/or all provisions of this description at any time as needed without notice. This job description supersedes earlier versions.