Client Services Team Leader

About the Agency:

The New York City Department of Housing Preservation Development (HPD) promotes quality and affordability in the city's housing, and diversity and strength in the city’s neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love.

- We maintain building and resident safety and health
- We create opportunities for New Yorkers through housing affordability
- We engage New Yorkers to build and sustain neighborhood strength and diversity.
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Your Team:

At HPD, rent subsidy programs are administered by the Division of Tenant & Owner Resources (DTOR). HPD’s rental subsidies, including Section 8 or the Housing Choice Voucher (HCV) program, provide funding to eligible low-income families for rental assistance toward decent, safe, and affordable housing in a neighborhood of their choice. Families pay approximately 30% of their income toward rent, and the NYC Department of Housing Preservation and Development (HPD) pays the difference, directly to the owner. The unit must have a rent that is determined reasonable and affordable by HPD and must meet federal Housing Quality Standards (HQS) to be approved.

Your Impact:

HPD's Division of Tenant & Owner Resources (DTOR) is responsible for the administration of rental subsidy programs that include Housing Choice Voucher (HCV), Project Based Voucher (PBV), Moderate Rehab Section 8, Moderate Rehab Single Room Occupancy (SRO), and Continuum of Care (CoC)-Shelter Plus Care (SPC) and NYC 15/15. Through these programs, HPD serves over 40,000 households and 9,000 landlords in all five boroughs. DTOR is responsible for the initial application screening; confirming eligibility requirements; briefing applicants; and issuing vouchers. DTOR also monitors tenant and landlord compliance of their obligations under each program and continues to administer the ongoing subsidies throughout their participation. These continued activities include processing annual and interim recertifications to update family income/assets, household composition, and rent amounts; tenant moves and transfers; approved rent increases; Housing Assistance Payment (HAP) abatements and reinstatements to enforce Housing Quality Standard (HQS) inspection results; and providing customer service to stakeholders through our Client Services office, call center and the DTR Portal.

All Team Leaders in the Division of Tenant and Owner Resources are expected to perform similar duties and responsibilities. Team Leaders are responsible for monitoring, tracking and delegating work to a team of Case Managers or Specialists assigned to his/her team. Team Leaders are mentors and provide training in accordance with the applicable program rules and regulations. Team Leaders work with Case Managers to ensure that necessary and important services are performed to assist and expedite vouchers to HPD clients. These services may consist of meeting with groups either in-house or attending workshops or community events. They are also expected to participate in tenant activity programs in projects to coordinate functions with the goal of improving tenant-management relations and to improve and encourage participation related to the subsidy program. Additionally, Team Leaders will perform similar duties and responsibilities to ensure participant cases are accurately screened and reviewed for completeness and in compliance with Federal HUD Rules and Regulations.

Your Role:

- Responsible for the initial application screening, eligibility determination, contract preparation, client briefings, rent calculations, file preparation, interim reexaminations, annual recertification’s, client transfers, data entry of required information into the Elite Section 8 Database, and general communication with clients and landlords via telephone, e-mail, mail, and in-person meetings.
- Review cases, develop unit goals and objectives, monitor staff productivity, interfacing with landlords and clients.
- Manage and ensure that staff members are working within federal regulatory and local policy guidelines.
- Team Leaders will be cross trained in all the areas of rental subsidy administration.
- Team Leaders are required to take various mandatory trainings.
- May be assigned to related tasks as programmatically needed.
- Team Leaders will provide input and assist Coordinators with Performance Evaluations
Preferred skills

- Excellent Communication Skills
- Strong Customer Service Focus
- Computer Proficiency
- Bilingual a Plus
- Section 8 or other Rental Subsidy experience a Plus

Authorization to work in the United States is required for this position. The NYC Department of Housing Preservation and Development does not provide sponsorship for international employees for visa applications, extensions, or status changes, including H-1B visas. Applicants are responsible for ensuring that they meet all qualifying requirements for this position at the time of application

COMMUNITY COORDINATOR - 56058

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.