FLSA: EXEMPT

Represented by: Unrepresented

Revised: 10/31/2023

Customer Service CoordinatorClass Characteristics

Under general supervision, coordinates, monitors and participates in the Housing Authority of the City and County of San Francisco (Authority) programs and services that promote and enhance client economic self-sufficiency and quality of life under the Agency’s Family Self-Sufficiency Program, Emergency Housing Voucher and Housing Choice Voicer Programs. Conducts outreach activities to promote program participation and community building; and performs related work as required. Receives direct supervision from the Housing Operations Director. May supervise as assigned.

Examples of Essential Functions (Illustrative Only)

· The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed.

· Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

· Participates in the employee selection process for the department and makes decisions regarding the selection of departmental personnel. Provides direction to clerical and professional staff and consultants involved in the planning, evaluation and/or provision of services and activities related

· to various programs including the Family Self-Sufficiency Program. Evaluates work performance. Recommends and implements progressive disciplinary actions, as required.

· Reviews, remains updated and participates in contributing recommendations to the policy arm of the Authority to maintain compliance with policies and procedures.

· Serves as the liaison between the Authority and local self-sufficiency service providers, including

· providers of job training, career counseling, childcare, transportation, and related services. Solicits the participation of local providers adequate to meet the needs of the participants and the goals of the program. Develops and negotiates, as required, contracts with public, private, and community-based organizations for the provision of self sufficiency

· and related services.

· Ability to create customer service plan, provide excellent customer service and focus operations on customer friendly strategies.

· Reviewing and responding to customer complaints including applicants, participants, tenants, and resident organizations.

· Plans, directs, monitors, and evaluates the progress toward program goals and activities of the Authority’s programs. Recommends and implements Authority goals, objectives, policies, and procedures associated with the development and implementation of the program. Coordinates the

· implementation of the program. Conducts periodic evaluations of community service’s needs.

· Determines and implements service level changes, as required.

· Promotes the vision and mission of the Authority in the work completed. Coordinates new programs, workforce training opportunities and grant opportunities for the Authority.

· Selects participants for the program based on established criteria. Develops and negotiates individual contracts with program participants which detail the terms and conditions associated with their participation. Assists program participants in the establishment of goals and objectives for their participation in the program.

· Conducts participant orientation sessions. Provides case management referral services, as required and appropriate.

· Assists program participants, as required in setting up appointments with case managers for positive, supportive, reality-based case management.

· Conducts periodic meetings with program participants and local providers as required to monitor and evaluate each participant's compliance with the terms and conditions of his/her contract and assess the degree to which individual program goals and objectives have been accomplished.

· Assists participants in the revision of their program goals and objective, as required.

· Receives, investigates and resolves inquires and complaints from program participants and the public regarding the Family Self-Sufficiency Program.

· Serves as an internal consultant to senior management staff members regarding Family Self- Sufficiency Program matters. Provides technical assistance as needed to Authority departments and divisions on matters related to the administration of the program, as needed.

· Prepares reports, memoranda, letters, and other forms of documentation associated with the duties and responsibilities of the classification.

· Attends unit, departmental and Authority-wide meetings, as required. Represents the Housing Choice Voucher Department at external meetings regarding the Family Self-Sufficiency Program.

Qualifications

Knowledge of:

The principles and practices of state and federal statutes, ordinances, rules, and regulations associated with the administration of assisted housing, Family Self-Sufficiency programs, first time home ownership programs, Emergency Housing Choice Voucher program and the Housing Choice Voucher program.

Public, private, and community-based organizations involved in the provision of self- sufficiency and social services to low-income individuals and the principles and activities in positive and supportive, reality-based case management.

Ability to:

· Plan, direct, monitor and evaluate the services and activities associated with various U.S. Department of Housing and Urban Development and City and County of San Francisco programs.

· Interpret state and federal statutes, ordinances, rules, and regulations associated with the administration of assisted housing and special program such as the Homeownership program.

· Develop program goals, objectives, action plans, policies, and procedures to be utilized in the implementation of programs and initiatives as assigned.

· Supervise and evaluate the performance of staff and consultants.

· Develop and negotiate contracts with program participants, which detail the terms and conditions associated with their participation.

· Develop and negotiate contracts with public, private, and community-based organizations involved in the provision of self-sufficiency and related services.

· Conduct participant orientations and develop training and service plans for program participants.

· Utilize PC-based software, such as Microsoft Word, Excel, and PowerPoint, and communicate effectively, both orally and in writing, to make effective public presentations.

Education and Experience:

Any combination of training and experience that would likely provide the knowledge and skills required to effectively perform the duties and responsibilities associated with the position is qualifying. A typical way to obtain such knowledge and skills would be as follows:

· Three (3) years of increasingly responsible experience providing social services to low-income clients in a public, private, or community-based organization.

· Sensitivity to and experience working with the ethnically and culturally diverse individuals, communities, agencies, and organizations which comprise the constituency of the Authority.

Licenses and Certifications:

Possession of a valid California Driver’s License and insurability by the Authority’s insurance carrier.

Physical Demands

This position requires no unusual 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 frequently required to sit, stand, walk and talk or listen. The employee may occasionally lift and/or move up to 25 pounds.

Work Environment

The work is performed in the normal office setting. 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.

Agency Core Performance Competencies

The Authority, in alignment with the agency’s strategic plan has established the following five (5) agency core performance competencies whereby all employees will be assessed as part of their annual evaluation. These competencies identify behavior and skills that all employees are expected to demonstrate to carry out the mission and goals of the agency:

1. Communication

2. Planning & Organizing

3. Problem Solving

4. Professionalism

5. Integrity & Ethics

Equal Employment Opportunity

The Authority provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Types: Full-time, Temporary

Pay: $80,071.00 - $112,668.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Education:

• Bachelor's (Preferred)

Experience:

• social services related: 3 years (Preferred)
• public housing or HCV: 3 years (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person