Program Support Specialist

SIOUX FALLS HOUSING AND REDEVELOPMENT COMMISSION

POSITION DESCRIPTION

POSITION TITLE

Program Support Specialist

POSITION STATUS

Entry-Level Support Position; Employment Status To Be Determined

HOURLY RATE

To Be Determined

SCHEDULE

As established by SFHRC based on agency and program needs

REPORTS TO

Assigned Director or Program Manager

POSITION SUMMARY

The Program Support Specialist provides administrative, customer service, and program support across the Sioux Falls Housing and Redevelopment Commission (SFHRC). This entry-level position may support rental assistance programs, property management, compliance, resident services and special programs, development and operations, and general administration.

Assignments vary with agency priorities, workload, and the employee’s training. The position assists trained specialists and managers with daily tasks, records, communication, and follow-up. It does not independently make eligibility, income or rent calculations, compliance, termination, or other specialized program determinations unless specifically trained and authorized.

The employee is expected to provide respectful, responsive service and contribute to a professional and positive agency environment.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Under the direction of the assigned supervisor and designated program staff, the Program Support Specialist may perform the following duties in one or more areas:

1. Customer Service and Intake

• Answer telephone calls, emails, and walk-in inquiries from applicants, participants, residents, landlords, vendors, community partners, and the public.

• Provide routine information using approved materials; assist with forms, document collection, appointments, and application packets.

• Record questions and concerns, route specialized matters to appropriate staff, and follow up as directed.

2. Program Support

• Assist staff with application and waiting list records, verification requests, and initial, annual, and interim certification paperwork.

• Schedule appointments, briefings, and inspections; prepare materials and routine participant and landlord correspondence for staff review.

• Enter and update household information, track missing documents and deadlines, and refer calculation or program determination questions to authorized staff.

3. Property Management Support

• Assist with leasing inquiries, tour scheduling, application packets, and preparation of lease, move-in, and move-out paperwork as directed.

• Enter maintenance requests and work orders; coordinate scheduling and communicate status updates with residents, maintenance staff, and vendors.

• Assist with rent balance tracking and payment documentation; prepare and distribute approved notices and routine correspondence as directed.

4. Compliance and File Maintenance

• Organize applicant, participant, resident, and program files; review documents for basic completeness using established checklists.

• Collect certification and recertification documents, identify missing or outdated items, and route discrepancies to program or compliance staff.

• Prepare records for reviews, audits, inspections, and required reports; maintain deadline and follow-up logs under staff direction.

5. Resident Services and Special Programs

• Assist with scheduling resident activities, program appointments, outreach events, and meetings with community partners.

• Prepare and distribute approved information about agency programs and available community resources; refer service needs to designated staff.

• Maintain participation records, contact logs, and program materials, and assist with assigned follow-up.

6. Development and Operations Support

• Assist with project files, meeting materials, scheduling, vendor communications, and tracking documents and deadlines for development, facilities, and operational activities.

• Gather invoices, purchasing records, and supporting documents for review by authorized staff, following agency procedures.

• Assist with software implementation, data entry review, file setup, and routine workflow testing as trained; report discrepancies and system issues.

7. General Administrative Support

• Prepare routine correspondence, forms, spreadsheets, reports, and mailings; assist with copying, scanning, filing, calendars, and office supplies.

• Enter, update, and retrieve information in agency systems; maintain accurate records and protect confidential information.

• Provide reception and administrative backup across departments during staff absences, increased workloads, and special projects.

8. General Responsibilities

• Coordinate priorities and deadlines with the assigned supervisor and communicate workload needs, unresolved questions, and concerns promptly.

• Follow SFHRC policies, established procedures, and applicable program requirements; work within assigned duties and training.

• Maintain professional, respectful working relationships with people from diverse backgrounds and respond to concerns with tact and discretion.

• Attend required meetings and training, learn agency programs and systems, and perform other duties as assigned.

POSITION REQUIREMENTS

EDUCATION/EXPERIENCE

1. High school diploma or GED required.

2. Experience in customer service, office administration, housing, property management, or social services is helpful but not required. Prior affordable housing program experience is not required; training will be provided.

3. Strong organizational, communication, and customer service skills; ability to maintain accurate records, manage multiple assignments, and meet deadlines.

4. Basic computer, office equipment, data entry, and arithmetic skills; ability to learn agency software, policies, and procedures and recognize when to seek guidance.

OTHER REQUIREMENTS

1. Successful completion of required criminal background, child abuse/neglect registry, and credit screening in accordance with agency requirements.

2. Valid driver’s license. Occasional use of a personal vehicle may be required; employees using a personal vehicle for work must maintain current automobile liability insurance.

3. Ability to maintain confidentiality and handle sensitive applicant, participant, resident, employee, and agency information appropriately.

4. Dependability, sound judgment, and the ability to work cooperatively with staff and serve the public respectfully and consistently.

PHYSICAL DEMANDS

Work is usually performed in an office setting. The following demands are representative of those required to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Seeing and reviewing documents and computer screens.

2. Sitting and using fingers/manual dexterity to operate office equipment.

3. Lifting office materials and supplies up to 25 lbs.

4. Managing work demands associated with deadlines, workload, and interruptions from telephone calls, walk-in traffic, and co-workers.

HOURS OF DUTY

Workdays and hours will be established upon hiring by the assigned supervisor based on agency and program needs and may be adjusted for operational demands. The employee is expected to maintain the assigned schedule and communicate requests for schedule changes in advance.