Intake Specialist

The Intake Specialist is responsible for determining eligibility and continued participation for HAWC Housing Choice Voucher applicants and participants. Duties include interviewing clients, waitlist management, unit transfers, move-ins and move-outs, portability support and management, and request for tenancy approvals, safety inspection data entry and management, certifying and recertifying annual and interim reexams, processing rent increases, negotiating rent reasonableness with landlords, and ensuring that HAWC is following the standards set forth by the U.S. Department of Housing and Urban Development (HUD) for the Housing Choice Voucher program. This position requires providing customer service to external and internal customers, completing data entry, advising participants and landlords of program federal rules and regulations while maintaining a deadline driven schedule. This work requires an ability to represent HAWC properly and professionally on a frequent basis during interactions with HCV participants. The Intake Specialist is expected to conduct thorough background investigations of HCV participants’ criminal histories, reported incomes, and assets. This role is a temporary position.

Be committed to teamwork, have a shared commitment to quality of everyday work, and demonstrate the willingness to assume ownership in completion of tasks. Demonstrates continuous effort to improve operations, decrease turnaround times, meet deadlines, streamline work processes, and work cooperatively to provide quality seamless customer service.

Duties and Responsibilities

Customer Service & Communication

• Serve as first point of contact for participants, landlords, and the public
• Answer phones, emails, faxes, and walk-ins
• Provide general program information and status updates
• Maintain professional and consistent messaging

Intake & Document Management

• Receive and log incoming mail, faxes, and electronic documents
• Date-stamp and route documents to appropriate staff
• Track reported changes from participants
• Schedule appointments and inspections

Administrative Support

• Maintain contact logs and tracking systems
• Monitor response timelines and follow-ups
• Prepare outgoing correspondence as directed
• Support file organization and scanning

Program Flow Control

• Route issues to appropriate staff based on function
• Prevent direct case interruptions to specialist and eligibility staff
• Escalate urgent or sensitive matters to Director

Administrative Plan

• Maintains knowledge of all requirements as assigned from the Administrative Plan.
• Implements and updates all requirements assigned from the Administrative Plan.

Certification/Recertification

• Contacts participants for meetings and documentation to ensure accuracy of their annual voucher recertifications.
• Arranges annual meetings with HCV participants to prevent fraud and authorizes HAWC to gather information for the annual recertifications.
• Assist in annual calculations and inform HCV participants of their adjusted voucher totals.
• Assists completing certifications/recertifications monthly four (4) months before due, working from the Housing Quality Standards Inspector’s monthly upcoming inspection list.

Other

• Assembles HCV orientation packets for incoming participants.
• Files inspection notices in participants records.
• Manages participant files in hard copies and electronically.
• Conducts Zero Income Interviews with qualifying HCV program participants on a bimonthly basis to ensure that the participants are seeking employment and completing interim re-evaluations as necessary.

Knowledge, Skills, and Abilities

• Written and oral communication skills.
• Comprehension and application of rules and policies.
• Ability to work independently and dependably.
• Ability to use Microsoft Office Products (Excel, Word, Outlook)

Physical/Work Demands:

May require lifting to 50lbs. Work is typically performed in a normal office environment; some duties may require lifting and carrying boxes of materials/supplies, climbing stairs, walking, and consistent use of a computer.

Job Type: Full-time

Pay: From $22.00 per hour

Work Location: In person

Salary : $22