Client Services Specialist

Description

Starting Hourly Rate: $22.24 – $23.37
Position Range: $22.24 – $32.21

Non-Exempt (Hourly)

Union Represented

Purpose of Position

Under the direct supervision of the Client Services Supervisor, the Client Services Specialist performs a variety of essential day-to-day functions centered around providing excellent customer service for vulnerable populations including SHA applicants, program participants, landlords, and the public. Position serves as primary point of contact for in-person, electronic, and telephone communication at SHA’s Central Office; including providing general and specific program information, working with applicants, participants, and landlords to determine and address their specific questions and needs, answering and returning phone calls, voicemail, and email, and developing a positive, effective working relationship with all customers.

Essential Duties and Responsibilities

Client Interaction and Support

• Greet office visitors with courteous and proper attention, ensuring appropriate handling of inquiries, requests, and complaints, including assessing the physical and mental state of the visitor for an appropriate professional response.
• Provide referral information on other community resources for individuals SHA cannot immediately serve.
• Receive incoming agency telephone calls and provide information in response to client and public inquiries regarding services and programs.

Administrative Duties

• Coordinate interpreters when translation services are needed for applicants, participants, and landlords with Limited English Proficiency (LEP).
• Provide technical assistance to clients and applicants in setting up and maintaining their portal access, applying for waiting lists, and completing recertifications.
• Interview applicants and participants to identify and verify information or documentation provided for eligibility.
• Provide general paperwork or direction for defined situations, such as resource packets, processes for adding household members, and moves.
• Refer clients to appropriate social services such as health, welfare, and education programs for improving family and community standards.
• Input client data into SHA’s database program(s) and document each individual client contact.
• Return Customer Service voicemail messages or forward to the appropriate staff member within two business days.

Front Desk Operations

• Collect, date stamp, scan, and distribute correspondence received.
• Ensure the general orderliness and neatness of the lobby, including date stamping and routing payments.

Document Management

• Scan documents into agency software and file documents for the appropriate retention period.
• Print, compile, and replenish packets, booklets, forms, and informational flyers.
• Process all incoming and outgoing mail, including from mailboxes and the drop box.
• File or retain all expired/inactive files in accordance with records retention policy.

Professional Development

• Attend training, read appropriate publications, and confer with others in this field to stay knowledgeable of changing federal regulations and policies.
• Attend training sessions related to Housing and Customer Service to meet the changing needs of job requirements.

Collaboration and Communication

• Attend regular meetings to discuss approaches to better serve clients and review policies and procedures.
• Work closely and professionally with other public agencies and organizations to better serve communities.

Additional Responsibilities

• Assist other staff with assignments as necessary, and perform other related duties as required or assigned.

Requirements

Competency Requirements

Client Services Expertise

• Advanced methods of client services, including communicating with diverse clients in emotionally charged situations.
• Mental Health First Aid.
• Community resources knowledge, particularly in human services.

Technical Proficiency

• Proficiency in various computer systems and programs, including data entry, database interactions, Microsoft Office products, and website navigation.
• Familiarity with relevant laws, regulations, and agency policies, including:
• Housing Choice Voucher regulations.
• Washington State Landlord-Tenant Law.
• State and Federal Fair Housing Laws.
• Applicant/participant eligibility and rental subsidy regulations and procedures.

Communication and Interpersonal Skills

• Communicate confidently, safely, and effectively with individuals in crisis situations, maintaining calmness, open-mindedness, helpfulness, and professionalism.
• Diffuse emotionally charged conditions with tact, sensitivity, and compassion, while managing one’s emotions effectively.
• Establish and maintain effective relationships with employees, clients, property owners/managers, and community service providers.

Analytical and Organizational Skills

• Effectively organize work and implement systematic procedures to ensure accuracy and efficiency.
• Make independent decisions when circumstances warrant, ensuring sound judgment.
• Identify and address client needs, including reasonable accommodations, mitigating circumstances, and translation services for Limited English Proficiency (LEP) individuals.

Business Administration

• Maintain privacy and confidentiality of applicant/participant files and sensitive information.
• Use general office equipment, including computers, copiers, multi-line phones, and scanners.
• Navigate SHA computer systems and software programs, performing data entry and keyboarding tasks for extended periods.
• Learn and apply HUD and SHA’s policies, procedures, and practices effectively.

Required Workplace Standards

• Works regular and reliable hours on site as required.
• Attendance must be punctual and consistent.
• Works an agreed-upon schedule and works additional hours as necessary to complete work.
• Works effectively, cooperatively, and respectfully with co-workers, clients, and other contacts.
• Follows all SHA Safety Policies and Procedures.
• Follows all SHA Personnel Policies and Procedures.
• Performs other duties as assigned.

Essential Physical Requirements

This position requires the ability to:

• Remain in a stationary position for prolonged periods of time.
• Move/traverse within a multi-level office space, to/from community partner locations, and various meeting spaces.
• Often move/transport equipment, supplies that may exceed 30 pounds.
• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
• Communicate frequently, effectively, and accurately with internal and external partners.

Work is primarily sedentary in nature. The work environment noise level is usually moderate. The employee can be exposed to outside weather conditions.

Must be able to fully function in a drug-free environment.

Work is primarily sedentary in nature. The work environment noise level is usually moderate. The employee can be exposed to outside weather conditions.

Must be able to fully function in a drug-free environment: history free criminal/drug felony convictions.

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above 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. 

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibilities. They should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or to otherwise balance the workload for the good of the organization.