HCV Customer Service and Intake Coordinator

Grand Rapids Housing Commission; Grand Rapids (MI); On-site; USD 40,000 - 52,000; Full time

Job summary

The Grand Rapids Housing Commission (GRHC) seeks a dedicated HCV Customer Service and Intake Coordinator to support applicants and participants in the Housing Choice Voucher program. The role centers on guiding individuals through intake, collecting materials, and ensuring timely processing with accuracy.

You will verify documents, conduct initial eligibility screening, and collaborate with internal teams to improve efficiency while maintaining confidentiality and high service levels for diverse

Qualifications

• High school diploma or equivalent required; associate degree or higher preferred.
• Three years experience in customer service, preferably in housing/public assistance.
• Strong organizational, communication, and computer skills (MS Office & databases).

Responsibilities

• Respond promptly and professionally to inquiries from applicants, participants, landlords, and community partners regarding the HCV program.
• Coordinate and manage the intake process, including application distribution, collection, and initial eligibility screening.
• Verify documentation and maintain accurate records in compliance with regulations.
• Schedule and conduct interviews or appointments to gather information and explain requirements.
• Collaborate with case managers, housing specialists, and other stakeholders for follow-up.
• Maintain confidentiality and handle sensitive information with discretion.
• Assist in preparing reports and tracking program metrics related to service and intake activities.
• Identify opportunities to improve customer service processes and contribute to policy development.

Skills

Customer service

Organizational skills

Verbal communication

Written communication

Time management

Empathy

Education

High school diploma or equivalent

Associate degree or higher preferred

Tools

Microsoft Office

Database management

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

HCV Customer Service and Intake Coordinator

Full Time Clerical Main Office, Grand Rapids, MI, US

About Company:

About Us

The Grand Rapids Housing Commission (GRHC) administers affordable housing programs that serve low-income households in Kent and Ottawa County. The GRHC operates eight low-income housing developments and administers federal rental subsidy programs as well as a Rapid Re-Housing program. As an organization, we are committed to offering quality affordable housing, essential resources through advocacy and partnerships, and promoting self-sufficiency to strengthen communities.

Our organization creates HOMES by:

• Housing: We believe that everyone deserves a place to call home
• Open communication: We share our ideas in a collaborative setting by building trust through clear and consistent communication, valuing every voice.
• Mutual Respect: We honor and value each individual, fostering a culture where every voice is heard and respected.
• Excellence: We strive for excellence in everything we do, by promoting a culture of accountability and continuous growth.
• Supportive Communities: We create communities that emphasize wellbeing and offer wholistic support motivating individuals and families to thrive.

We are proud of the individuals that we help and serve, and we’d love you to join us!

About the Role:

The HCV Customer Service and Intake Coordinator plays a critical role in facilitating the Housing Choice Voucher (HCV) program by serving as the primary point of contact for applicants and participants. This position ensures that all inquiries are addressed promptly and accurately, providing exceptional customer service while guiding individuals through the intake and application process. The coordinator is responsible for collecting, verifying, and processing application materials to maintain compliance with program regulations and deadlines. By collaborating with internal teams and external partners, the coordinator helps streamline operations and supports the goal of providing affordable housing opportunities to eligible families. Ultimately, this role contributes to the efficient administration of the HCV program, enhancing participant satisfaction and program integrity.

Minimum Qualifications:

• High school diploma or equivalent required; associate degree or higher preferred.
• Three years experience in customer service, preferably within a housing, social services, or public assistance environment.
• Strong organizational skills with the ability to manage multiple tasks and deadlines effectively.
• Proficiency in using computer software such as Microsoft Office Suite and database management systems.
• Excellent verbal and written communication skills.

Preferred Qualifications:

• Familiarity with the Housing Choice Voucher program regulations and procedures.
• Experience working with diverse populations, including low-income families and individuals.
• Bilingual abilities, particularly in Spanish or other commonly spoken languages in the community.
• Knowledge of local housing resources and community service organizations.
• Prior experience in intake coordination or case management.

Responsibilities:

• Respond promptly and professionally to inquiries from applicants, participants, landlords, and community partners regarding the HCV program.
• Coordinate and manage the intake process, including application distribution, collection, and initial eligibility screening.
• Verify documentation and maintain accurate records in compliance with federal, state, and local housing regulations.
• Schedule and conduct interviews or appointments with applicants to gather necessary information and explain program requirements.
• Collaborate with case managers, housing specialists, and other stakeholders to ensure seamless communication and follow-up.
• Maintain confidentiality and handle sensitive information with discretion and professionalism.
• Assist in preparing reports and tracking program metrics related to customer service and intake activities.
• Identify opportunities to improve customer service processes and contribute to policy development.

Skills:

The required skills enable the coordinator to efficiently manage the intake process by organizing applicant information and maintaining accurate records, ensuring compliance with program guidelines. Strong communication skills are essential for effectively interacting with applicants, landlords, and team members, providing clear explanations and empathetic support. Proficiency with software tools facilitates data entry, scheduling, and reporting, which are critical for tracking program progress and outcomes. Preferred skills such as bilingualism and knowledge of housing regulations enhance the coordinator's ability to serve a diverse client base and navigate complex program requirements. Together, these skills support a high level of customer service and operational efficiency, contributing to the overall success of the HCV program.