Departmental Technician 7-E9/Participant Services Technician

State-of-Michigan; Michigan; On-site; USD 40,000 - 54,000; Full time

Job summary

Michigan State Housing Development Authority (MSHDA) is seeking a Participant Services Technician to support the Rental Assistance Division. You will handle inquiries by phone, email, and in person, assist with FOIA requests, and maintain accurate service data.

Role requires comprehensive administrative duties, collaboration with staff, and adherence to established procedures. The position is on-site, with standard hours, and emphasizes equity and service to diverse communities.

Qualifications

• Education typically acquired through completion of high school.
• One year of administrative support experience or equivalent.
• Bachelor’s degree may substitute for the experience requirement.
• Two years of college (60 semester or 90 term credits) may substitute for the experience requirement.
• Background check, drug test, and financial disclosure review are required.

Responsibilities

• Answer mainline calls and conduct interviews to follow up on complaints.
• Respond to emails and route inquiries to appropriate staff.
• Process FOIA requests and assist walk-in customers.
• Record customer service data and suggest procedural revisions.
• Prepare and mail supplies and payment requests to Finance.
• Maintain records and perform office support tasks.

Skills

Interviewing

Customer service

Administrative support

Education

High school diploma or equivalent

Two years of college substitute for experience

Bachelor’s degree substitute for experience

Job description

At MSHDA we pursue equitable housing outcomes for underserved populations, including but not limited to race, gender, disability, religion, age, weight, socioeconomic status, and LGBTQ+. We are committed to ensuring a diverse workforce and a work environment whereby all employees are treated with dignity, respect, and fairness.

The Participant Services Technician is one of three technicians in the Participant Services unit of the Rental Assistance Division responsible for performing a variety of technician assignments in support of departmental programs, services, and activities. Work is performed through a body of knowledge related to methods, practices, procedures, policies, regulations, and laws.

This work includes:

• Answering the Rental Assistance Division mainline telephone and conducting interviews with callers to follow up on complaints and determine the need for further review. Answering inquiries regarding functions, rules, regulations, policies, and procedures. Responding to questions about the Housing Choice Voucher Program, providing information and referrals, and routing calls to other MSHDA staff when appropriate,
• Responding to emails received in the division general email inbox and conducting interviews to follow up on complaints and determining the need for further review. Answering inquiries regarding functions, rules, regulations, policies, and procedures. Responding to questions about the Housing Choice Voucher Program, providing information and referrals, and routing emails to other MSHDA staff when appropriate,
• Interpreting and responding to Freedom of Information Act requests,
• Assisting walk-in customers in person by conducting interviews to follow up on complaints and determining the need for further review. Answering inquiries regarding functions, rules, regulations, policies, and procedures. Responding to questions about the Housing Choice Voucher Program, providing information and referrals, and involving other MSHDA staff when appropriate,
• Recording customer service data,
• Proposing revisions to procedures and communications based on trends observed in program inquiries,
• Preparing and mailing supplies to independent contractor housing agents,
• Preparing payment requests to be submitted to MSHDA’s Finance Division,
• Records retention
• Office support functions such as mail services, faxing, and scanning.

Please note - this position will be required to work 8:00am to 5:00pm, with no hybrid work available.

For additional information, please see the links below:

Position Description

MSHDA's Ethical Standards, Conduct and Disclosure of Interest

Housing is Foundational Video

MSHDA's Promotional Video

MSHDA is a Veteran Friendly Employer. Veterans and Military Spouses are encouraged to apply.

Education

Education typically acquired through completion of high school

Experience

Departmental Technician 7

One year of experience performing administrative support activities equivalent to the 7-level in state service.

Departmental Technician 8

One year of experience performing administrative support activities equivalent to the 8-level in state service.

OR

One year of experience as a technician or paraprofessional equivalent to the entry level in state service.

Departmental Technician E9

One year of experience as a supervisor of administrative support activities equivalent to the 9-level in state service.

OR

One year of experience performing administrative support activities equivalent to the 9-level in state service.

OR

Two years of experience as a technician or paraprofessional, including one year of experience equivalent to the intermediate level in state service.

Departmental Technician 7

Completion of two years of college (60 semester or 90 term credits) may be substituted for the experience requirement.

Departmental Technician 8

Possession of a Bachelor’s degree may be substituted for the experience requirement.

Departmental Technician E9

Possession of a Bachelor’s degree and one year of job-related experience may be substituted for the experience requirement.

Failure to complete any of the above items may result in your application not being considered. Also, information provided in your application, resume, cover letter, transcripts, and any other documentation provided will be used to verify responses to the supplemental questions. Unsupported responses may not be considered further.

For our purposes, "official college transcripts" must contain the college/university name and address, the degree conferred, and date granted, coursework completed (especially if no degree granted), and the Registrar's signature and/or seal. A scanned or electronic copy is acceptable if it contains the elements listed above. The college/university does not have to send the transcripts directly to MSHDA. Review more information regarding official transcripts.

Your application for any position does not guarantee that you will be contacted by MSHDA for further consideration. Only those applicants interviewed may be notified of the results.

As a Condition of Employment: this position requires successful completion of a background investigation, drug test and a financial disclosure review.

Note: The use of artificial intelligence (AI) software of any kind is prohibited in all areas of the selection process; including, but not limited to, responses to application questions, and responses to interview questions or exercises. Any applicant that is suspected of using AI software for any portion of the selection process may be screened out.

View the entire job specification at: https://www.michigan.gov/mdcs/-/media/Project/Websites/mdcs/JOBSPECS/D/DepartmentalTechnician.pdf