Supervisor - HCV Customer Support

Philadelphia Housing Authority; Philadelphia (Philadelphia County); On-site; USD 62,000 - 77,000; Full time

Job summary

Philadelphia Housing Authority seeks a Supervisor for the Continued Occupancy and Housing Choice Voucher Customer Support team in Philadelphia. The role includes supervising Clerks and HCV Liaisons, managing mail routes, and ensuring timely processing of mail and records.

The position requires a Bachelor's degree or equivalent experience, 3-5 years in related work, and knowledge of HUD and PHA policies. Travel may be required and certification exams may be pursued.

Qualifications

• Bachelor’s Degree in public or business administration, social work, or a related field is required or an equivalent combination of education and experience.
• 3-5 years of related experience is required.
• Knowledge of HUD policies and regulations related to low income housing is required.

Responsibilities

• Oversee the Customer Support Team and supervise clerks, liaisons, and mail processes.
• Use independent judgment to make recommendations and decisions within guidelines.
• Prepare reports and ensure timely mail distribution and record management.
• Coordinate with Director and ensure compliance with PHA policies and HUD regulations.

Skills

Customer service

Supervisory skills

Communication skills

Problem solving

Time management

Education

Bachelor's Degree in public or business administration, social work, or related field

Tools

CRM software

Job description

Under the General Supervision of the Director of Continued Occupancy, oversee Housing Choice Voucher’s (HCV) Customer Support team which consists of Clerks and HCV Client Liaisons in the Philadelphia Housing Authority (PHA). Also, the Supervisor oversee the mail processes and the daily activities of the Clerk Messengers including their daily mail routes.

Additionally, this position includes a range of managerial responsibilities. The Supervisor will frequently be required to use independent judgment in making recommendations and decisions in accordance with existing procedures or written guidelines, such as PHA policies, PHA’s MTW Agreement, HUD regulations, handbooks, desk references, and/or existing records. All activities must support the Philadelphia Housing Authority’s (PHA)’s strategic goals and objectives and produce the results that accomplish the goals of the department.

The salary range for this position is $61,708 - $77,135 annually. Placement at any specific point within the stated range is not guaranteed for any candidate. Final compensation will be determined based on the selected candidate's qualifications, experience, and skills, as well as internal equity and organizational considerations.

Qualifications

Bachelor’s Degree in public or business administration, social work, or a related field OR an equivalent combination of education and experience.

3-5 years of related experience

Preferred Education and Experience

At least three (3) years’ experience administering a Public Housing, Housing Choice Voucher/Section 8, or other publicly funded housing program ;

Knowledge of:

PHA organization, operations, policies and procedures; HUD policies, and other Federal, state and local laws, rules and regulations related to low income housing and policies; Methods, procedures, and standards for HCV record keeping and records management.

Understanding and applying relevant regulations, policies and procedures; Using initiative and independent judgment within established procedural guidelines; Evaluating policies and procedures and making recommendations for improvement; Assessing, prioritizing, and completing multiple tasks and projects; and planning and coordinating the work of others; Resolving conflicts between staff and others with tact and professionalism; Working independently, performing relatively complex work in an accurate and timely manner without close supervision; Interacting with people of different social, economic and ethnic backgrounds; Establishing and maintaining effective working relationships with co-workers, clients, landlords, and the general public; Operating a personal computer utilizing standard and specialized software; Effective verbal and written communication; General office practices and procedures; Business English and basic mathematics.

Certifications, Licenses Required

Possession of a valid Commonwealth of Pennsylvania Driver’s License may be required.

Within the first year of tenure in the position, must pass HCV Specialist certification and EIV Security/User Training Certification exams (training and test at the Philadelphia Housing Authority’s expense).

Supervisory Responsibilities

The Supervisor has 10 direct reports.

Responsibilities

Provides oversight of the Customer Support Team staff including supervision of calls and walk-ins which may involve applicants, participants, owners, co-workers and other stake holders; Conducts quality control and customer service monitoring on client phone, walk-in and online experiences; Prepares reports on QC monitoring and makes appropriate recommendations to address identified issues; Ensure that mail is received, sent and distributed timely and accurately; Ensure that files and records are transferred timely and in accord with agency privacy and confidentiality requirements; Meets with the Director to share and discuss customer service issues as they relate to the applicable program area; Reviews and maintains knowledge of PHA HCV policies and procedures and applicable regulatory requirements; Review and updates staff on changes in agency, regulatory requirements and PHA HCV policies and procedures; Participates in performance reviews of staff; Answers telephone calls and emails and communicates with applicants, participants, landlords/owners and co-workers in a manner that is courteous and professional; Provides customer support to online recertification and client/owner portals (as applicable); Conducts follow-up with a sample of callers/emailers to determine satisfaction with HCV customer experience and timely follow-up from the applicable HCV area staff; Applies PHA policies and procedures in answering phone call inquiries and, where applicable, forwards calls to the appropriate HCV staff member; Determines customer needs and provides the information or assistance required to satisfy the customer needs. Customers include, but are not limited to, program participants, prospective participants and families of current participants, landlords, contractors and housing inspectors, employees, and offices of social services and community service organizations, employees and staff of HUD, and other housing authorities, other housing authority staff and city employees; Updates and maintains reports utilizing the PHA Customer Relation Management System (CRM); Ensures required mailings are distributed on time; Attends mandatory meetings and trainings; and Performs other related duties as assigned. Functional areas may be modified based on management needs and/or priorities.

About the Philadelphia Housing Authority (PHA)

Established in 1937, and with an employment workforce of over 1,100, the Philadelphia Housing Authority is a municipal agency providing public housing services to over 76,000 residents in the city of Philadelphia, Pennsylvania.

Financial support for Authority operations and capital needs comes primarily from rent payments and subsidies provided by the U.S. Department of Housing and Urban Development (HUD). PHA is one of a very select group of housing authorities across the nation that has attained Moving to Work (MTW) status. This designation allows housing agencies the opportunity and flexibility, on a local level, to develop and implement innovative housing and self-sufficiency strategies to benefit public housing residents and Housing Choice Voucher Program (HCVP) participants.

PHA is an equal opportunity employer and makes all employment decisions on the basis of individual qualifications without regard to race, creed, color, sex, sexual orientation, gender identify, pregnancy, national origin, ethnicity or ancestry, religion, age, disability, citizenship, marital status, military or veteran status, genetic information, or any other protected characteristic.