Compliance Program Assistant

Key Responsibilities

• Receive resident concerns and inquiries by phone, email, media report, or assignment from Housing Finance and Development Division staff.
• Notify the Office Director or Division Director of any media-related contact before responding.
• Use the Emphasys platform to determine whether a property is monitored by DCA through the Housing Finance and Development Division.
• Refer residents to the appropriate agency or community resource when the concern does not involve a DCA property.
• Provide residents with a standard resource list when a direct referral is unavailable.
• Listen carefully to resident complaints, ask appropriate follow-up questions, and document relevant details.
• Determine whether a concern involves:
  • A tenant-landlord dispute
  • A potential Fair Housing complaint
  • An issue requiring DCA review or intervention
  • Direct residents to tenant-landlord guidance, Fair Housing information, affordable housing resources, or homelessness-prevention resources when appropriate.
  • Forward potential Fair Housing complaints to the designated Fair Housing email address.
• Code and track Fair Housing complaints accurately.
• Provide affordable housing search information, including GeorgiaHousingSearch.org.
• Refer complex or unclear matters to the Regulatory Program Specialist for guidance.
• Record all concerns involving DCA portfolio properties in the Resident Concern Log.
• Document complaint details, referrals, resolutions, follow-up activity, and completion dates.
• Maintain confidentiality and follow established procedures when handling sensitive resident information.

Required Qualifications

• One to three or more years of customer service, call center, resident services, complaint resolution, or other customer-facing experience.
• Strong verbal and written communication skills.
• Professional phone etiquette and the ability to de-escalate difficult conversations.
• Experience handling complaints, service requests, support tickets, or customer inquiries.
• Strong organization, documentation, and multitasking skills.
• Basic proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Ability to learn new systems, procedures, and housing-related resources quickly.
• Strong attention to detail and follow-through.
• Ability to manage multiple cases while maintaining accurate records.
• Professional judgment when determining when to escalate an issue.

Preferred Qualifications

• Property management, affordable housing, resident services, or housing compliance experience.
• Familiarity with property management, case-management, CRM, or ticketing systems.
• Experience using Emphasys or a comparable housing-management platform.
• Demonstrated conflict-resolution and problem-solving skills.
• Experience working in a high-volume inbox, call center, help desk, or resident-support environment.
• Familiarity with tenant-landlord issues, Fair Housing referrals, or community housing resources.