What are the responsibilities and job description for the Voucher Programs Processor position at Hearthway?
Position Title: HCEC & Operations Specialist
Last Reviewed: January 2026
Department: Financial Assistance, HCEC & Front Office
Position Status: Full-Time
FLSA Classification: Non-Exempt
Reports to: Manager of Housing Resources
Position Summary:
The HCEC & Operations Specialist is responsible for ensuring there is a welcoming, responsive, equitable
and accessible environment for customers visiting the office, calling in, or connecting electronically. This
role requires excellent customer service skills, time management, confidentiality, and multi-tasking for
shifting priorities for the Front Office, Financial Assistance and HCEC Support Team. This position is also
responsible for the operation and success of the First-Time Homebuyer program, HCEC data tracking,
and HCEC triage. There may be additional projects assigned in support of the operation of each
department.
Duties & Responsibilities:
Front Office:
- This role is responsible for providing reception duties, back up for opening, sorting and scanning
responsible for bringing mail to the mailbox at days’ end.
- Follow critical organizational policies and procedures.
- Act as the point of contact for senior leadership, staff, clients, and external vendors
- Back-up for ordering and inventory of office supplies,
- Assist with receiving, unboxing, and organizing deliveries.
- Being the point person, organizing and maintaining records of vendor contracts.
- Administrative support to the Director of People & Culture assisting with preparing materials
- Willingness to administratively support other departments with projects and overflow.
- Listen to voicemails received daily to ext. 100 main office overflow line and forward
- Monitor the lobby computer.
- Keep phone extension list up to date.
- Keep supply of property applications up to date and provide forms/applications to departments as
- Provide signage for notifying lobby patrons of office hours changes, office closings, etc.
- Maintain conference room calendars
- Back-up for the Front Office Assistant’s duties; to include lobby and coffee area cleanliness, office
equipment is maintained in working order, such as copier & postage machines.
• Provide outstanding customer service for all inquiries by phone, email and lobby patrons.
- Assist patron walk-ins with HCEC issues, making referrals, guiding with intake submission,
- Monitor and maintain up to date HCEC materials and information in the lobby area. Create a
- Participate in stabilization team meetings for resource sharing and case discussions.
- Manage the tracking, CHPM data entry, registrations and coordination needed for the FTHB
- Receive intakes and/or extract online intake submissions daily.
- Extract all emails and voicemails from the HCEC Intake inbox daily. Respond or forward
- Screen HCEC intake assessment forms daily and make recommendations for next steps for
solving individual’s housing issues. Enter all information into the CHPM data system. Follow up
on next-steps, recommendations and referrals.
- Assist in updating the Weekly Activity Report and the Daily Activity Log.
This HCEC Operations Specialist role will alternate duties between reception window triage and ‘off-window’
days. Off-window and on-window will have some tasks assigned accordingly to accommodate for reception
triage distractions.
Required Skills or Abilities
- Bilingual (Spanish Preferred)
• Strong verbal/written communication skills
• Proficient in Microsoft Office Software (Word, Excel, and Outlook)
- Previous fast-paced office experience a plus
Education
• High School/Vocational Diploma
Physical Requirements
- Stationary work. Exerting up to 10 pounds of force occasionally to lift, carry, push, pull or otherwise
- Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
computer/laptop/iPad.
• Work is performed in an office environment and requires the ability to operate standard office
equipment (phone, fax machine, copy machine, postage machine, etc).
• Must have the ability to walk short distances.
Hearthway’s Commitment to Equity
Diversity and a culture of inclusion are crucial to the mission of Hearthway, Inc. We believe that self-
reflection and awareness is critical, that diverse, equitable and inclusive representation should be reflected
by our board, our team members, and in our programming and services. Qualified applicants will receive
consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or protected veteran status.
Disclaimer
This job description is not a contract for employment, and it is also not an inclusive listing of all duties,
responsibilities, and expectations of the position. This document does not extend an offer of permanent or
continuous employment. Berkshire Housing is an at-will employer.
Name: ______________________________________________________________________
Signature: ___________________________________________________________________
Date: ______________________________________________________________________
1 Fenn Street., 3rd Floor, P.O. Box 1180, Pittsfield, Massachusetts 01201 Tel 413.499.1630 Fax 413.496.9831 www.hearthway.org
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Hearthway, Inc. does not discriminate on the basis of disability status in the admission or access to, or treatment
or employment in, its federally assisted programs and activities.
Salary : $43,542 - $61,210