Housing Services Clerk - CWL - 12 Month

BASIC FUNCTION

This position reports to the Applicant Services Manager and is responsible for supporting the delivery of client services, which includes accounts receivable, reception, maintenance services and application services for the Housing Services Division. This position also supports the subsidized housing application, wait list process, and provides support to applicants and community partners.  

PRINCIPAL RESPONSIBILITIES

Under the guidance of the Applicant Services Manager, the Housing Services Clerk - Centralized Waiting List (CWL) has the following responsibilities:

• Greet and deal with clients and potential clients, both in person and on the telephone.
• Respond to a high volume of calls, voice messages, and emails on a daily basis.
• Provide guidance and information to applicants and community partners regarding the subsidized housing application process and navigating the online applicant portal. 
• Provide direct client general information on application process, eligibility rules and how the CWL is managed.
• Process applications by following the legislative requirements, guidelines and procedures for eligibility on the CWL for all prescribed Housing Providers in Guelph and Wellington County.
• Initial assessment of applications to determine information meets basic eligibility and requests additional information to determine waitlist placement.
• Process monthly annual updates by verifying previously approved applicant eligibility based on eligibility criteria, policies and procedures. 
• Follow up with applicants and community partners for required documentation and supplementary information to ensure information is accurate and up-to-date.
• Respond with initial assessment of special priority applicant situations (Survivors of Domestic Violence and Human Trafficking) by exercising judgment to determine the complexity of the situation, the nature of the request for safety and risk assessment, and the appropriateness of the response required.
• Coordinate applications received for priority status and request information to ensure package is complete.
• Deal effectively with complex applicants, including those with mental health and/or substance abuse issues as well as applicants who have cultural or language barriers.
• De-escalate situations with clients who may be in crisis.
• Act as back-up to the Housing Services Clerk - ARR / Maintenance as required.
• General administration support and other related duties as required.

MINIMUM QUALIFICATIONS

• High school graduation, plus additional programme/course(s) of over six months and up to one year or equivalent in business administration, accounting or related field.
• Over six months related experience in business administration, accounting functions and human services.
• Accounting skills required, with demonstrated ability for accounts receivable including pre-authorized payments, debit and money orders.
• Knowledge of the Housing Services Act and Regulations, Residential Tenancies Act and other related legislation.
• Ability to apply established methods or procedures, such as referring to legislation, manuals, policies and procedures.
• Excellent customer service skills and the ability to work with a diverse client group in a professional manner.
• Strong organizational skills with the ability to maintain accurate records.
• Well-developed written and verbal communication skills.
• Ability to maintain confidentiality.
• Working knowledge of Microsoft Office and database software.
• Knowledge of residential maintenance and community agencies would be an asset.