Homeowner Hub Senior Program Associate - Help Desk

Homeowner Hub Senior Program Associate - Help Desk

Title: Homeowner Hub, Senior Program Associate - Help Desk

DEPARTMENT: External Affairs - Homeowner Hub

REPORTS TO:  Help Desk Program Manager

FLSA:    EXEMPT

SALARY RANGE: $57,000 - $68,000

About the Center for NYC Neighborhoods

The Center for New York City Neighborhoods, Inc. (the “Center”) is a not-for-profit that promotes and protects affordable homeownership so that middle- and working-class families can build strong, thriving communities. We meet the diverse needs of homeowners by offering free, high-quality housing counseling and services, coordinating a network of service providers across the city, and providing free or low-cost loans for homeownership. 

Through its work, the Center supports and expands homeownership across New York by developing programs that focus on underserved communities. We have successfully delivered over $500 million to homeowners in several state-wide interventions in response to physical, financial, and health crises, working with both the city and state to expand protections for New Yorkers. By helping homeowners individually and systematically, the Center achieves lasting change. To date, the Center, together with its partners, has helped more than 250,000 low- and moderate-income (LMI) families with a median annual income of $46,000 keep their homes and gain financial stability, preserving over $10 billion in neighborhood property value across New York. 

Position Summary

The Homeowner Hub Senior Program Associate - Help Desk (SPA), will be exemplary of high-quality service to help middle and working-class homeowners throughout New York State with a broad range of issues, including foreclosure prevention, scam prevention, energy efficiency, flood resiliency, and more. The SPA will use their passion and commitment to actively develop and strengthen the impact and quality of experience to marginalized populations through their ownership, flexibility, collaboration, and growth mindset. 

The Homeowner Hub Senior Program Associate - Help Desk will work closely with the Help Desk Program Manager to engage with New York City communities, providing resources, education, and advocacy to raise awareness about the Center for NYC Neighborhoods, the Homeowner Hub, and ongoing initiatives. As a Senior Program Associate, you will communicate with Network Partners, Elected Officials, community leaders, and staff members by attending outreach events (both virtual and in-person), reporting on event impacts, tracking trends through narrative reports, and empowering residents facing housing hardships. This role will support the Homeowner Hub by assessing, triaging, managing, and taking ownership of complex client issues, directly furthering the Center’s mission to promote and protect affordable homeownership.

Primary Functions

The role of Homeowner Hub Senior Program Associate - Help Desk will include, but is not limited to;

• Attend outreach events, virtual and in person, to educate homeowners about the Center’s services with the Homeowner Help Desk, with the ability to work flexible hours, including evenings and weekends
• Support with organizing and coordinating outreach events based on identified trends and needs, incoming requests, and advancing programs with first-in-class service
• Present narrations, qualitative reporting, and give monthly staff presentations recapping key takeaways from outreach events and programmatic updates
• Regularly engage with Network Partners to address contract requirements and ensure seamless referrals between clients and providers
• Report post-outreach event qualitative and quantitative metrics capturing engagement and forecasting programmatic needs

• Work with other members of the Homeowner Hub team, including the Program Analyst, to report and analyze homeowner data that feeds into Help Desk analysis
• Monitor and aggregate information captured by Network Partners at events, evaluate progress to ensure services are a useful resource for homeowners,  and report findings  
• Collaborate across the Center’s departments, conveying feedback to improve homeowners’ experiences, advising on programs and processes, and carrying out special outreach projects when necessary
• Respond and report to partners,  government, and other non-profits  to escalate issues and inquiries from stakeholders
• Maintain digital library along with inventory of informational materials to support homeowners
• Participate in Working Groups to identify and create interventions to advance the organization's culture and values
• Other tasks and duties are reasonably related to job responsibilities.
• Bilingual skills preferred but not required
• Hybrid workspace required to attend in-person outreach events, Homeowner Help Desk initiatives, and Homeowner Hub affairs

Education

• Bachelor’s degree or an equivalent combination of education and experience required

Experience & Qualifications

• This position will occasionally require participation in evening and weekend events. As such, the successful candidate must be flexible in terms of work schedule
• Experience in community engagement, advocacy, and event outreach
• Experience working in or being a client of housing counseling, legal services, disaster recovery, and energy efficiency services is a plus
• Experience in monitoring and reporting is a plus
• Familiarity with New York City and State government and non-profit sector resources a plus
• Bilingual in English and one other language, including Spanish, Russian, or Cantonese, is a plus
• Must work well with the public and fellow staff members
• Computer data entry skills required
• Fluency with Microsoft Office (Word, Excel, PowerPoint) and knowledge of Salesforce or other CRM is desirable
• Able to meet rigorous deadlines and handle challenging tasks with efficiency and attention to detail
• Passionate about promoting affordable homeownership, thriving and equitable New York neighborhoods
• Able to coordinate, organize, prioritize, and execute multiple responsibilities in a fast-paced setting
• Excellent problem-solving skills and good judgment
• Excellent communication skills, both written and spoken
• Exceptional patience and friendliness

Essential Mental and Physical Functions:

• Must be able to communicate effectively in English and understand spoken instructions.
• Must be able to operate standard office equipment, such as telephones, computers, and ancillary hardware/software.
• Must be able to access and review data and documents, including spreadsheets and reports, in printed form and on computer screens
• Must be able to lift heavy equipment such as boxes, posters, etc., especially for special events.
• Must be able to work in-person/hybrid at our NYC office and attend events in the local NYC area.

Work Environment

• The noise level is consistent with levels usually present in an office environment.
• Hazards present are consistent with those common to an office environment.
• This is a hybrid role intended for candidates within commuting distance from our office.

 
Application:

To apply for this position, please submit your cover letter with salary requirements, resume, and at least 3 references through our website. Only those candidates selected for an interview will be contacted. Applicant review will continue until the position is filled.

Please apply for this position via the Center’s website, cnycn.org. 

Only those candidates selected for an interview will be contacted. Applicant review will continue until the position is filled. We thank you for your interest in career opportunities with the Center for NYC Neighborhoods. No phone calls, please. Accepting resumes until the position is filled.

The Center strongly encourages Section 3 residents to participate in this hiring effort. Information to determine if you are a Section 3 resident can be obtained by contacting careers@cnycn.org.

Persons requiring reasonable accommodation to participate in this hiring effort are requested to contact: careers@cnycn.org. 

The Center for NYC Neighborhoods is an equal opportunity employer. We recruit, hire, upgrade, train, and promote for all positions and job classifications without regard to race, color, religion, creed, gender, national origin, age, physical or mental disability, marital, veteran or disabled veteran status, sexual orientation, or any other status as a member of any other legally protected group or activity.

To learn more, visit cnycn.org.

Salary : $57,000 - $68,000