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Position Description
Position Title: | Program Specialist II | Created By: | Human Resources |
Reports to: | Manager or Senior Manager | Date Created: | Revised 5/9/2026 |
FLSA status: | Exempt | Grade: | Union 4007 Grade 20 |
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Summary
Under direct supervision, provides case management to Housing Choice Voucher Program (HCVP) applicants and participants; Performs eligibility determinations, move and recertification activities in compliance with HUD guidelines and the Housing Authority of Baltimore City’s (HABC) policies. Provides clear and informative information orally and in writing to applicants, participants, landlords, other agencies, and employees. Creates and maintains records and reporting related to assignments. Maintains caseload, performs data entry and assigned to complex eligibility, verification and rent determinations. Maintains error rate below the established departmental thresholds. May be trained in multiple functions and be reassigned as needed to support workload priorities. Position requires excellent customer service skills and mathematical abilities.
All activities must support the Housing Authority of Baltimore City (“HABC” or “Authority”) mission, strategic goals, and objectives.
Essential Duties and Responsibilities
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.
- Completes special assignments and projects, as assigned, to support departmental goals, may attend meetings to collaborate with other departments for completion.
- Performs case management functions. Maintains and analyzes information on account activities and accurately completes related data entry. Handles complex cases and escalated issues i.e. repayment agreements.
- Determines client eligibility and completes HUD’s re-certification and re-examination procedures for new and existing clients. Verifies household composition and income following verification procedures, coordinates unit inspections, contacts clients, and prepares paperwork.
- Reconciles HUD reports, PIC errors, EIV data and exception reports to ensure accurate and compliant program data.
- Assists with internal QC reviews and external audits of tenant files.
- Communicates with clients, property owners, tenants, other agencies, and employees by telephone, in writing, or in person.
- Provides information about housing assistance programs.
- Assists with new & existing client and landlord orientations.
- Explains HUD regulations and contract terms.
- Obtains documentation to assist clients.
- Completes accurate and expedient contract work.
- Provides applicants and participants with community-based information, i.e. social services and housing agencies such as shelters, fair housing agencies, Legal Aid Bureau Inc., and government sponsored social services agencies. Makes referrals to other service agencies and organizations as warranted.
- Maintains records and notates software and trackers for all communication throughout the process. Ensure participant files are complete and uploaded electronically.
- Conducts home visits and site visits as needed
- Serve as resource for new and existing team members
- Performs other related duties.
Duties & Responsibilities based on Assignment
- Continued Assistance
- Conducts interviews, performs full case management, explain regulations, and manages all account activities
- Reviews client documents for completeness and accuracy, calculates total tenant payment (TTP), Housing Assistance Payments (HAP), and utility allowances accurately.
- Site Based Functions
- Reviews rent calculations, household composition, income and required documents for accuracy; determines tenant rent portions, housing assistance
- Monitors applicant processes including selection, preferences, portability, denials of assistance, voucher issuance, expiration and withdrawals, rent increases, vacancies and timely document submission
- Maintains accurate records; initiates, suspends, terminates or reinstates payments; processes corrections, compiles reports, and ensures all tasks are completed within required timeframes.
- Collaborates with internal departments, stakeholders and partnering agencies to plan, coordinate and execute special assignments and projects.
- Applications & Waitlist Functions
- Reviews and verifies applicant information to determine tenant portions and housing assistance.
- Ensures documents are processed within the required timeframe.
- Completes caseload as assigned.
- Conducts on and off-site eligibility interviews and briefings for voucher issuance
- Owner Services Functions
- Verifies landlord documents to create new owner/management accounts and changes.
- Respond to landlord inquiries within the specified time frame
- Assist with landlord outreach and education
- Leasing & Contracting Functions
- Collaborates with internal departments, stakeholders and partnering agencies to plan, coordinate and execute special assignments and projects.
- Complete voucher holder moves, performs rent reasonableness and rent affordability, rent increases and utility change requests.
- Coordinates with HCVP Inspections to facilitate unit inspections.
- Ensures the landlord leases are within HUD and agency guidelines, verify landlord documents are legitimate and comply with HABC policies and procedures.
- Prepares Housing Assistance Payments (HAP) Contract.
- Portability Functions
- Collaborates with internal departments, stakeholders and partnering agencies to plan, coordinate execute special assignments and projects
- Process incoming and outgoing portability requests in accordance with HUD regulations and agency policies
- Process billing and coordinate absorption with initial and receiving Public Housing Authority’s PHA’s, resolve billing disputes between PHAs.
- Monitor and track portability activity to ensure timely processing and compliance deadlines
- Handles complex moves, VAWA, special program portability and port-ins with discrepancies.
Required Knowledge and Abilities
- Knowledge of the general operations and procedures of a Public Housing Agency (PHA).
- Knowledge of the purposes, policies, and regulations of the Housing Authority as established by the Board of Commissioners.
- Knowledge of the local, state, and federal laws governing assisted housing programs including health and fire regulations, landlord/tenant regulations, leasing of property, and evictions.
- Knowledge of Section 8 Program policies and procedures to include the Housing Choice Voucher program, admission, occupancy, rent adjustment, inspections, and re-examinations.
- Knowledge of report preparation techniques and procedures, and a demonstrated ability to prepare and evaluate professional and technical reports and other documents.
- Knowledge of modern office equipment including copiers, personal computers, calculators, facsimile machines, etc. Proficient with MicroSoft Office products.
- Ability to successfully complete and pass the Section 8 Rent Calculation and Section 8 Occupancy certification exams.
- Ability to understand, act on, and interpret policies, regulations, and procedures as set forth by the Housing Authority and/or HUD.
- Ability to treat all callers and visitors with unfailing courtesy, consideration, and maintain a professional attitude at all times.
- Ability to express ideas, concepts, and statistics in writing reports, memos, letters, and public relations mediums.
- Ability to establish and maintain effective working relationships with co-workers, property owners, tenants, and local, state, and federal officials; ability to communicate with people from a broad range of socio-economic backgrounds.
Physical Requirements
- Must be physically able to operate a variety of automated office machines including computers, copiers, printers, facsimile machines, telephone, etc.
- Must be able to work, move, or carry objects or materials such as files, computer printouts, reports, calculator, pencils, legal pads, etc.
Minimum Education, Training, and/or Experience
- Graduation from an accredited four (4) year college or university with a business or social service-related degree.
- At least one (1) year of experience in low-income housing preferably with the Housing Choice Voucher Program.
- Any equivalent combination of education, training, and experience that provides the required knowledge and abilities may be considered sufficient.
Special Requirements
- Section 8 Rent Calculation and Section 8 Occupancy certification within 12 months of employment.
Technical Skills
To perform this job successfully, the employee should have strong computer skills (MS Word, Excel, and Outlook). Must have the ability to learn other computer software programs as required by assigned tasks.
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.
To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to communicate via email and verbally via telephone. The employee must occasionally transport up to 25 pounds.
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.
Office environment. The noise level in the work environment is usually moderate.
Read and Acknowledged
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Employee Signature Date
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