HSP Generalist

Description

The HSP Generalist will assist individuals and families in crisis who are applying for assistance and seeking community referral information. This position’s major responsibility will be to manage and answer calls from the HSP help desk.  The HSP Generalist will also serve as primary intake backup and support for all HSP programs:  Rent & Mortgage Assistance, Family Shelter, and Rapid Rehousing, as needed.

Major responsibilities and related tasks

Coordinate Help Desk operations and provide timely client support by promptly responding to Help Desk inquiries and daily client and vendor communications.

• Answer and return calls and messages on the help desk for Rent and Mortgage assistance within 24 hours.
• Assist clients by entering applications on their behalf and process pending applications within 48 hours. 
• Network to maintain knowledge of community services and maximize external collaborations for program impact.

Facilitate the intake and eligibility process by assessing client needs, gathering and validating required information, maintaining accurate records, and collaborating with partner organizations.

• Complete the intake application accurately and promptly, ensuring all required forms are filled out for effective, timely client services and compliance with grant procedures.
• Verify client eligibility for assistance by obtaining documentation of need, confirming the validity of client-provided information through written/collateral contact as needed.
• Collaborate with external sources on behalf of clients, such as landlords, mortgage holders, and other agencies. 
• Maintain professionalism and excellence in all interactions.

Input and maintain client information securely to generate assistance and payments for HSP programs.

• Enter client data accurately and promptly in the relevant database(s) ensuring confidentiality.
• Verify accounts, tax assessor records, W-9, and vendor information for accuracy.
• Enter client information in HMIS for Shelter Placement and RRH
• Complete monthly visit notes as required per program
• Document and contact shelters daily via email to check availability.
• Assist families with entry into the Coordinated Entry System (CES)

Provide timely, professional customer service by engaging with individuals and families in crisis, 

• Check email and voicemail promptly to ensure timely client service.
• Engage in networking and community services by referring clients to community resources for      necessary services.
• Provide professional customer service ensuring accurate database management.
• Troubleshoot, identify errors,  and monitor accurate database entry.

Other responsibilities

• Work as a team player within the Housing Stability Programs team
• Coordinate and execute multiple tasks and projects
• Manage operational systems in a  fast-paced environment with frequent interruptions
• Communicate with diverse groups, showing sensitivity to civic and cultural issues
• Possess good people and verbal communication skills
• Complete duties on schedule   with minimal supervision
• Perform other duties as  assigned

Supervisory responsibilities

N/A

Salary: $20.50

Physical Demands and Work Environment

The in-office, physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

In-office requirements: All or the majority of this position is required to be conducted in-office at MIFA’s physical location or at an assigned MIFA program site for effective performance of essential functions. In-office requirements ensure staff members remain accessible, connected, and prepared to serve and allow for in-person collaboration that drives innovation while preserving the flexibility that keeps MIFA agile. Exception: Hotline Representatives who work on-call seven days a week and after hours. 

Physical demands: While performing the duties of this job, the employee is occasionally required to stand, walk (or means to transport oneself); sit; use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop, kneel, crouch; talk or hear. The employee must occasionally lift and/or move 15 to 25 pounds. Specific vision abilities required by the job include close vision and distance vision. 

Work environment: The noise level in the work environment is usually moderate to high. Position may also require ongoing or periodic exposure to high-crime environments. While performing the duties of this job, the employee is exposed to moderate to high levels of stress during peak periods, and atypical work hours are periodically required.

MIFA employment guidelines

MIFA is an equal opportunity employer. MIFA is a non-smoking facility.

Employment documents: (1) Application and/or resume; (2) I-9; (3) Form W-4; (4) Official transcripts verifying education if education is a requirement of the job. Employment authorization and identification: Current federal law requires that documents be presented which verify both employment authorization and identification. One or more of the following documents must be presented before employment: Social Security card, state driver’s license/identification, U.S. birth certificate, U.S. passport, or other U.S. government document. 

Please note that it is the practice of MIFA not to allow the employment of relatives or of those living at the same address, other than in the job classifications of special, temporary, or substitute.

Requirements

 Qualifications

• Associate’s degree or two years of post-high school education
• Two years of experience in a social services environment providing high-volume client/customer service. 
• Two years of office, data entry, or reporting experience with a strong focus on responsive client service, both in person and through digital communication.
• Technically proficient in operating essential office equipment, including computers.  Skilled in performing routine office tasks such as document creation, file management, and email communication using Microsoft Office (Word, Excel,  Outlook, etc.). Familiar with cybersecurity best practices (e.g., using strong passwords, recognizing phishing attempts). Able to learn job-specific software as needed.