Rental Office Facilitator

Description

• Maintains applicant database and files, documenting all activity.
• Continually expands knowledge of services and housing options for homeless and/or low-income households by visiting and developing relationships with other agencies as well as communicating by phone.
• Develops and maintains relationships with Seattle Housing Authority and others to ensure the needs of Plymouth and prospective tenants are being met.
• Assists homeless and low-income applicants in correctly filling out subsidy applications and/or Low-Income Housing Tax Credit paperwork. Interviews applicants onsite and outreaches people in shelters, hospitals, jails, and the street as needed.
• Reviews requests and obtains documentation of reasonable accommodation needs. Tracks reasonable accommodation requests. Informs staff, tenants, and applicants of the results of the reasonable accommodation requests, uploading them into the Agency database.
• Assists applicants in obtaining the relevant documentation needed for placement within Plymouth and may contact other agencies and organizations on behalf of the applicant.
• Screens applicants for eligibility. Communicates timely with applicants regarding denials and appeals processes.
• Communicates with Building Management, Social Services, and referring agency to schedule move-ins.
• Uses approved de-escalation techniques provided by Plymouth training in responding to angry or upset tenants, applicants, and guests.
• Ensures that all applicant and partner agency inquiries are responded to in a timely manner, including monitoring the office voice mail and responding promptly to messages.
• Enters all application processing benchmarks into Agency database.
• Ensure leasing and transfer compliance with funding source requirements (i.e., HUD, City, State, and Low-Income Housing Tax Credit.)
• Processes incoming Rental Office mail and email on a daily basis including date/time stamps as appropriate.
• Builds effective relationships with homeless and low-income people seeking services; provides referrals to services and community resources.
• Maintains and distributes written information on homelessness resources.
• Performs Rental Office duties including responding to walk-in inquiries about homeless housing and resources, welcoming applicants for appointments, filing application paperwork, making copies of eligibility documents for applicants, and answering telephone calls for the Rental Office staff.
• Works with applicants to obtain income verification, homeless verification, and other necessary eligibility information. Applies 3 rd party verification techniques where appropriate.
• Prepares applicant files for submission to Compliance Department. Ensures that files are accurately and timely completed prior to submission.
• Completes other records and reports as directed by the Rental Office Manager.
• Prepares and presents information to Plymouth’s appeals committee for applicants submitting an appeal following initial eligibility screening or application denial.
• Tracks the status of pending applications and move-ins.
• Maintains records of all contact with clients including updating notes in the tenant database and application tracking tools.
• Uses resource manuals and the internet to obtain information regarding services for applicants and tenants.
• Keeps daily records of activities and contact with applicants and enters this information into Agency database.
• Responds to inquiries from the public about low-income housing and offers referral information for a wide spectrum of community services.
• Communicates with outside agencies to coordinate applicant referrals.
• Tracks applicants’ and tenants’ requests for accommodations and communicates with the building teams about approved accommodations.
• Assists Compliance Department when requested, i.e., reviewing paperwork for accuracy, filing, assisting with reports, archiving, etc.

Requirements

• Ability to work independently and as part of a team to complete high volumes of detailed paperwork.
• Customer service experience is desired.
• Proficient and demonstrated experience with most Microsoft Office applications, particularly Word, Excel, and Outlook.
• Must be able to work efficiently and effectively with customized databases and technology and conduct internet research.
• Ability to communicate effectively with tenants and the general public directly from various backgrounds, by answering, documenting, resolve or escalate incoming telephone and email inquiries.
• Prior work with people who are homeless, mentally ill, or chemically dependent in social services, leasing and/or property management settings is desired.
• Able to communicate and work effectively with a diverse group of voices.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance