Intake Specialist/State Program Representative

Nhsmass; Kingston, Northern (MA, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

NeighborWorks Housing Solutions (NHS) is seeking an Intake Specialist/State Program Representative to administer state-funded rental assistance programs. You will handle applicant intake, eligibility determinations, waitlist management, briefings, voucher issuance, and ongoing voucher administration.

The role requires strong customer service, attention to detail, and the ability to work with diverse communities.

Qualifications

• Associate degree preferred; equivalent education and experience considered.
• Strong commitment to equity, inclusion, and culturally responsive service.
• Excellent customer service, communication, organization, and problem-solving skills.
• Proficiency in Microsoft Office Suite and the ability to learn new software applications.
• Ability to manage multiple priorities, work independently, and maintain accuracy in a fast-paced environment.
• Bilingual candidates are encouraged to apply.

Responsibilities

• Applicant intake and eligibility processing.
• Manage and select applicants from the CHAMP waiting list and maintain records.
• Determine eligibility, conduct participant briefings, issue vouchers, and maintain records.
• Voucher administration and case management for state-funded rental assistance.
• Provide voucher management for a caseload of participants.
• Process admissions, lease-ups, relocations, recertifications, and extensions per regulations.
• Complete rent reasonableness determinations using approved housing software.
• Maintain voucher files in compliance with regulations and NHS protocols.
• Monitor participant and landlord compliance and participate in hearings as needed.
• Deliver responsive, professional customer service to applicants, participants, landlords, and partners.
• Guide voucher holders in resolving tenancy issues and program navigation.

Skills

Customer service

Communication

Organization

Problem solving

Education

Associate degree preferred

Tools

Microsoft Office Suite

Job description

Intake Specialist/State Program Representative

Job Title:

Intake Specialist/State Program Representative

Job Description:

SUMMARY

NeighborWorks Housing Solutions (NHS) is a nonprofit organization dedicated to connecting voucher holders to safe, decent, and affordable housing. This position administers state-funded rental assistance programs by providing exceptional customer service while managing applicant intake, eligibility determination, waitlist selection, participant briefings, voucher issuance, and ongoing voucher administration.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Applicant Intake and Eligibility
• Manage and select applicants from the Common Housing Application for Massachusetts Programs (CHAMP) waiting list, maintain accurate applicant records, and respond to applicant inquiries.
• Determine eligibility, conduct participant briefings, issue vouchers, and maintain accurate applicant records.
• Voucher administration and case management
• Provide voucher management for a caseload of participants receiving state-funded rental assistance.
• Process new admissions, lease-ups, relocations, annual/biennial recertifications, interim rent changes, voucher extensions, and expirations in compliance with program rules and regulations.
• Complete rent reasonableness determinations using approved housing software.
• Maintain voucher holder files in compliance with EOHLC regulations and NHS protocols.
• Monitor participant and landlord compliance, investigate program violations, process terminations, and participate in grievance hearings as needed.
• Customer service and program support
• Deliver responsive, professional customer service to applicants, participants, landlords, property managers, and community partners.
• Guide voucher holders in resolving tenancy issues and navigating program requirements to promote housing stability. Maintain confidentiality of client and agency information.
• Collaborate with Leased Housing staff to ensure program compliance and efficient service delivery.
• Maintain current knowledge of state housing regulations through ongoing training and professional development and support departmental initiatives that improve customer service, operational efficiency, and program quality.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that re required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

Job Requirements & Skills:

QUALIFICATIONS AND CERTIFICATIONS

• Associate degree preferred; equivalent education and experience considered.
• Strong commitment to equity, inclusion, and culturally responsive service.
• Excellent customer service, communication, organization, and problem-solving skills.
• Proficiency in Microsoft Office Suite and the ability to learn new software applications
• Ability to manage multiple priorities, work independently, and maintain accuracy in a fast-paced environment.
• Bilingual candidates are encouraged to apply.

PHYSICAL DEMANDS/WORKING CONDITIONS

Office-based position with prolonged computer use, occasional lifting of up to 15 pounds, and the ability to operate standard office equipment.

EQUAL EMPLOYMENT OPPORTUNITY POLICY

NeighborWorks Housing Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. At NeighborWorks Housing Solutions we provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.