Tenant Services Specialist

TITLE:                                      Tenant Services Specialist 

REPORTS TO:                          Property Manager

FLSA STATUS:                         Non-Exempt

PREPARED BY:                        Tenant Operations Director

DATE PREPARED:                   September 6, 2024

POSITION PURPOSE

The primary purpose of this position is to support the Property Manager of Restoration Housing, General Franklin and Ohio Commons in the physical inspection and administrative functions of properties; Perform other duties as assigned.

DUTIES OF FULL TIME POSITION

• Establish and maintain a professional rapport with low-income applicant referral sources and support service providers. Provide program information to applicants, tenants, and associates
• Monitor and Document tenants' appropriate compliance with any subsidy and lease provisions
• Monitor and document appropriate independent living skills performance. Report relevant information to tenants' landlord and support service system, as appropriate
• Prepare and deliver appropriate notices of non-compliance with subsidy and lease provisions. Work with tenants and their support service providers to develop plans, documentation, case conferences, and create/monitor appropriate corrective action plans
• Conduct monitoring of physical and social environment of tenants in MVHO rental apartments county-wide, report maintenance concerns and address housekeeping issues with tenants as necessary. Perform monthly, periodic, and annual unit inspections and report/follow up on repairs that need to be addressed. More than 50% of the work performed will be outside of the office and includes visiting apartments and other sites operated by the agency.
• Collect, verify, and compile tenant referral / application/ financial information and certifications. Show apartments for rent. Perform applicant interviews. Calculate rent subsidy payments
• Maintain tenant files and computerized tenant statistics data base. Coordinate tenant mass mailings.  Make sure releases are updated annual basis. Collect income verification annually
• Collect rent payments and manage aged receivables; create and manage payment agreements with tenants
• Keep Tenant filing done on a weekly basis, at a minimum (Docufree) 
• Meet various inspectors for inspection at MVHO properties. Complete work orders for correction of deficiencies. Verify completion of work orders.
• Perform move in/move out inspections and be able to recognize issues and report need for repairs when necessary.
• Address tenant emergencies including evictions, case conferences and communications with service providers about re-evaluation of appropriate housing.
• Follow up on all concerns / complaints of tenants.
• Complete paperwork, documents and referrals with/for tenants, including notices to vacate
• Serve as an agency representative in court (eviction hearings/trials)
• Must be competent in utilization of software programs; must be competent user of camera systems that monitor properties
• Must be capable of setting priorities and working under pressure. Perform all duties in an accurate, thorough and timely manner
• Monthly checks of fire extinguishers, smoke detectors, carbon monoxide detectors and egress & exit emergency lighting to ensure they are in compliance/proper working; sign off and document in logs kept in the main office
• Show exceptional time management skills and complete assignments on time; attend meetings as scheduled and be on time and prepared for appointments

SUPERVISORY RESPONSIBILITIES

No Supervisory Responsibilities 

CORE COMPETENCIES         

For successful company culture integration, all employees must demonstrate the following competencies;

Communication - Speaks clearly and persuasively in positive or negative situations; Demonstrates group presentation skills; Writes clearly and informatively; Varies writing style to meet needs.

Customer Service - Displays courtesy and sensitivity; Manages difficult or emotional customer situations; Meets commitments; Responds promptly to customer needs and solicits customer feedback to improve service.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organization - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associates Degree preferred in Mental Health, Social Work, or related area. Must have high school diploma or GED. Minimum 1 year previous experience preferred in case management, social service, housing service, or related area. Familiarity with state and local mental health service community preferred. Must have reliable personal transportation and insurance.

LANGUAGE SKILLS                   

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS                   

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.  

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS                  

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to sit. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.