HCV Intake & Customer Experience 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

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