Program Assistant

This is a non-exempt, full-time position.

ORGANIZATION:

Metro Housing | Boston (formerly Metropolitan Boston Housing Partnership) is a leading nonprofit dedicated to connecting the residents of Greater Boston with safe, decent homes they can afford. Metro Housing empowers families and individuals to move along the continuum from homelessness to housing stability. Serving more than 25,000 households annually, we work seamlessly to bridge the gaps among government, nonprofits, and corporations to continually increase our impact. With more than 30 years’ experience piloting and implementing housing programs, we have solidified our position as an industry-leading expert on navigating the affordable housing field.

MISSION:

“We mobilize wide-ranging resources to provide innovative and personalized services that lead families and individuals to housing stability, economic security and an improved quality of life.” 

OVERVIEW:

The primary purpose of this position is to provide telephone and walk-in support to HCV callers and office visitors. The Call Center and Walk-in Program Assistant must have working knowledge of HCV policies and procedures and be able to answer questions and provide applicable follow-up information to applicants, participants, owners, co-workers and other HCV callers. Required areas of knowledge include, but are not limited to, waiting list management, eligibility, income and rent determination, recertification, interim recertification, moves, inspections, rent changes and program compliance. The Program Assistant may field questions related to both MTW and Non-MTW programs.

REPORTS TO: Leased Housing Gateway Manager

RESPONSIBILITIES MAY INCLUDE:

The statements below are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.

• Reviews and maintains knowledge of HCV and other Leased Housing Program policies and procedures and applicable regulatory requirements;
• Answers telephone calls and sees walk-in clients;
• Applies Metro Housing policies and procedures in answering phone call and walk-in inquiries;
• Determines customer needs and provides the information or assistance required to assist customers, including, but not limited to, program participants, prospective participants and families of current participants, landlords, employees, and offices of social services and community service organizations, employees and staff of HUD, and other housing authorities, other housing authority staff and city employees;
• Where applicable escalates inquiries to the appropriate HCV staff member;
• Communicates with applicants, participants, landlords/owners and co-workers in a professional manner;
• Responds timely to requests and inquiries from customers and staff, by phone, in person and by written communications;
• Maintains daily phone and walk-in logs;
• Enters client notes in the housing software system where applicable;
• Uses appropriate computer information to answer phone inquiries;
• Operates a variety of office equipment such as computer, calculator, photocopier, postage meters, etc; and
• Attends mandatory meetings and trainings.

QUALIFICATIONS:

• Associates degree in public or business administration, social work, or a related field or equivalent work experience required;
• Knowledge of HUD policies, and other Federal, state and local laws, rules and regulations related to low income housing and policies;
• Knowledge of general office practices and procedures, business English and basic mathematics;
• Ability to understand and implement HUD regulations and DHCD MTW policies and procedures;
• Excellent communication and interpersonal skills. Ability to communicate with and relate to persons of diverse backgrounds and abilities and to establish and maintain effective working relationships with participants, landlords and other employees;
• Ability to complete complex and detailed tasks in a timely manner;
• Ability to plan and prioritize duties;
• Ability to operate business machines and use housing software; 
• Ability to work independently, performing relatively complex work in an accurate and timely manner without close supervision;
• Ability to exercise good judgment;
• Strong time management skills with the ability to handle large caseloads and high volume of work in a busy, fast paced environment;
• Ability to multi-task handling several tasks at once, anticipating and identifying problems and putting forward solutions;
• Ability to handle frequent interruptions without a loss of efficiency/productivity or accuracy; and
• Attention to detail in all aspect of work.

NOTE: Metro Housing supports a hybrid work environment. Staff is expected to work from the Boston office as needed to ensure maximum performance and results, and at the direction of the managers.

Most benefits are available on your first day of work with Metro Housing | Boston. These benefits currently include:

Your and your family’s health

• Health and dental coverage on a pre-tax basis;
• Eye Med Vision plan on a pre-tax basis;
• Medical and dependent care reimbursement account;
• Company paid life and AD&D insurance and long-term disability;
• Free, confidential Employee Assistance Program;
• Voluntary life, accident, critical illness and cancer insurance.

Work/life balance

• Generous vacation, sick, and personal time;
• 13 paid holidays per year;
• Paid new parent leave;
• Flexible schedules (when available).

Retirement plan

• 403(b) plan with a company match.

Career growth

• Tuition reimbursement program;
• Internal promotions encouraged.

AN EQUAL OPPORTUNITY EMPLOYER