Participant Experience Agent

Job Description

Interview, investigate, verify eligibility, recertify income, assets, household compositions, and manage the entirety of the voucher process. Agents calculate and determine rental subsidies, process housing assistance payments, and ensure compliance with HUD and regulations. A key focus is on achieving optimal participant outcomes and maintaining high service standards. The position reports to the P.R.O. Agent Supervisor.

(1) Comprehensive Program Knowledge: Gain and maintain in-depth knowledge of all aspects of the HCV program, including policy changes, updates, and best practices.

(2) Eligibility and Processing: Conduct thorough interviews to assess eligibility and process applications for housing assistance, ensuring understanding of the complete voucher lifecycle.

(3) Scheduling and Meetings: Organize and lead comprehensive meetings with clients and owners, covering all areas of the HCV program.

(4) Advisory Role: Provide detailed advice on every aspect of the HCV program, ensuring clients and owners understand their roles and responsibilities.

(5) Calculations and Adjustments: Accurately calculate rental subsidies, client contributions, and manage adjustments such as rent increases or changes in family composition.

(6) Verification and Compliance: Conduct investigations and verify information to ensure adherence to HCV program regulations.

(7) Relationship Building: Develop strong, professional relationships across all areas of the HCV program, fostering effective customer service and problem resolution.

(8) Data Management and Documentation: Handle documentation, data entry, and correspondence related to all areas of the HCV program.

(9) Outcome Focused Service Delivery: Deliver high-quality service across all areas of the HCV program, focusing on positive participant outcomes.

(10) Continual Learning: Engage in ongoing learning and training to stay abreast of HCV program developments and best practices.

OTHER DUTIES AND RESPONSIBILITIES:

(11) Perform other duties as required, with an emphasis on comprehensive HCV program management.

(12) Performs other related duties as assigned.

Full-time