• Lead Housing Specialist

    Job Locations US-WA-Seattle
    Posted Date 7 months ago(1/9/2018 11:58 AM)
    Job ID
    # of Openings
    USD $16.23/Hr.
  • Overview


    Housing and Essential Needs is a statewide program providing rent and utility assistance, transportation assistance and essential need items to low income individuals with disabilities since 2011. Catholic Community Services contracts with King County to implement and deliver the prevention and rapid rehousing services locally. Program eligibility for participants is based on income and disability and is determined by DSHS (Department of Social and Health Services). Program staff will are located in offices throughout King County. Approximately 1,200 people receive assistance through HEN in King County each month.



    The Lead Housing Specialist supervises and coordinates workload for the entire Housing Specialist Team. The Housing Specialist team oversees scheduling, administrative duties, eligibility, and acts as a liaison between the public and program participants and their caseworker. This team is essential in the efficiency and effectiveness of the entire HEN program. The Lead Housing Specialist will work alongside the team in completing tasks and handling daily phone calls. The intake line receives over 2,000 calls a month and staff schedule over 500 appointments a month.


    This is a full time  (37.5 hours per week)benefits eligible position with generous paid time off.  Salary range is $16.72-$17.73/hour DOQ.



    Team Coordination

    1. Directly oversee the daily workload for 3 Housing Specialist Specialists. Provide training, ongoing supervision, assists with performance evaluations and hiring.
    2. Assign administrative tasks to Housing Specialist Specialists, ensuring all daily and weekly tasks are completed, as well as workloads are balanced between all team members.
    3. Adjust staff schedules as needed to provide maximum coverage for phone line.
    4. Troubleshoot caller issues on the phone line.
    5. Attends monthly regional meetings with Housing Stability and Case Workers to provide Intake insight as well as report back to Intake process changes.
    6. Leads a weekly Intake meeting and monthly individual check-ins with team members.



    1. Answer the main program phones receiving over 2,000 calls a month professionally and with compassion for the client’s situation.
    2. Verify client enrollment through the DSHS Benefit Verification System.
    3. Schedule nearly 500 appointments a month for clients for an assessment with one of the Case Workers or Housing Stability Specialists following specific program policies and procedures.
    4. Manage the schedule for eight Case Workers in seven offices and three Housing Stability Specialists in three offices throughout King County.
    5. Research and referral of client resources.

    Inquiries from Public


    1. Follow communication procedures as defined by being a HIPAA-hybrid organization and by agency standards on proper handling of protected information.
    2. Troubleshoot client issues with clients, landlords, other social service agencies, DSHS, and family/friends of clients.
    3. Assist walk-in clients with scheduling questions, picking up of replacement ORCA LIFT cards and bus tickets, dropping off paperwork and answering basic questions about the program.
    4. Check database to make sure client is eligible for assistance and follow specific documentation procedures insuring accuracy and completeness.


    Data Entry

    1. Input client level data on a regular basis into various data collection systems following specific data entry policies and procedures.
    2. Ensure client records are kept in accordance with agency and program standards.
    3. Administrative work as assigned which may include updating databases, maintaining spreadsheets, organizing and archiving client files, running reports, writing meeting minute notes, etc.



    1. Attend trainings required of employees as scheduled.
    2. Participate as team member in staff and supervisory meetings as required.
    3. Contribute to and support a positive, team-oriented, culturally-diverse work environment.
    4. Acts as the back-up for the Seattle Essential Needs weekly distribution as needed.
    5. Perform other job-related duties as assigned.
    6. Observe/follow guidelines on confidentiality rights of clients and respect their privacy.
    7. Maintain accurate record of hours worked and turn in timesheets on schedule.



    This position requires the employee to work in an office environment where there may be a moderate level of noise from telephones and conversations among employees. Working conditions may include interruptions, and interactions with individuals who are angry and/or dealing with mental health and substance abuse issues. Extensive use of telephones, computers and related office equipment is typical of this position.



    The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    1. Able to prioritize multiple tasks, and to work independently and as a team member.
    2. Able to understand and observe safety rules.
    3. Able to hear telephone rings, face-to-face and phone conversation, and emergency alarms.
    4. Able to speak clearly in person and on the telephone.
    5. Able to hand write legibly.
    6. Able to read normal size print and handwritten notes.
    7. Able to sit for sustained periods of time.
    8. Mobility/dexterity of hands/arms to enable keying into locked areas as well as using office equipment.
    9. Regularly able to perform duties as assigned.
    10. Able to make independent decisions and apply sound judgment in performing job duties.
    11. Able to lift and move boxes weighing up to 20 lbs.
    12. High attention to detail and ability to troubleshoot client and staff questions.

    MINIMUM QUALIFICATIONS: (Qualifications applicant must possess to be considered for the position.)


    1. Associates degree in social services or a related field, or commensurate experience in social services.
    2. Understanding of problems homeless people often face, including alcohol and drug abuse, mental illness, domestic violence, and long-term homelessness.
    3. Excellent written and oral communication.
    4. Excellent office computer skills and phone skills.
    5. Commitment to working within the mission, goals and objective of Catholic Community Services.



    1. Customer service experience in call center setting.
    2. One year of supervision experience.
    3. Bachelor’s degree or higher in Social Work or a related field.
    4. Experience providing information and referral.
    5. Fluency in second language that is spoken by a substantial number of HEN recipients.


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