Housing Counselor

Responsibilities

• Safeguard agency and tenant/client monies and be accountable for check security policies.
• Receive and record rental payments, disburse checks and rent receipts, and prepare Payment Plans and Housing Retention Plans in accordance with THC’s eviction prevention policy and in line with THC’s goal of increasing housing retention.
• Verify eligibility for program(s) based on tenants’/clients’ individual circumstances and assessment of previous history with THC, and enroll tenants/clients in appropriate program(s) that meet their needs.
• Welcome new tenants/clients warmly and process new tenant/client intakes and withdrawals in an efficient and client-supportive manner.
• Collaborate regularly with inter-departmental THC staff to ensure effective tenant services and to increase housing retention and tenant stability.
• Communicate effectively with the Human Services Agency (H.S.A.) in matters related to client referrals for housing and City and County Adult Assistance Program (C.A.A.P.) benefits.
• Conduct tasks associated with Check Day and Quick Check processes during the Rental Payment Period in an efficient and supportive manner for tenants/clients.
• Work regularly with non-THC hotel staff/case managers and various community agencies to ensure coordinated client care.
• Advocate for tenants/clients with outside agencies and landlords regarding rental issues and general tenant/client-related matters to help increase stability and retain housing.
• Provide warm referrals to other programs for financial assistance, counseling, or other services based on tenants’/clients’ individual needs.
• Schedule and attend rent roll meetings at various sites, as assigned, with hotel staff/case managers to verify tenant/client information and rent balances to improve communication and housing retention.
• Ensure information regarding a client’s housing situation and rent payments are updated in THC’s shared database in a timely manner, and all supporting documents are filed in the client’s file, in accordance with THC policies and procedures.
• Provide information and assistance to potential THC tenants/clients tailored to their individual situations.
• Help mediate landlord-tenant disputes to increase clients’/tenants’ housing stability.
• Respond to all phone messages, tenant/client requests, staff requests, and emails as appropriate and in a timely manner. Maintain confidentiality of tenant/client records and concerns.
• Attend all meetings as scheduled and participate in meetings as requested.

Requirements

• High School degree or equivalent required; BA/BS degree strongly preferred.
• Minimum of 1 year of experience working directly with diverse, low-income, homeless, and/or formerly homeless populations strongly preferred.
• Ability to refer clients to appropriate resources.
• Understanding of rent pro-ration.
• Basic understanding of the eviction process.
• Ability to perform basic math calculations with minimal mistakes.
• Thorough working knowledge of Microsoft Office Suite.
• Ability to complete paperwork accurately and write business correspondence.
• Demonstrated problem-solving skills.
• Experience working within databases and excellent data entry skills.
• Experience working with clients with mental health and substance abuse issues.
• Experience with de-escalation skills strongly preferred.
• Understanding of a Harm Reduction model.
• Ability to read, understand, and apply language from manuals, policies, technical procedures, and instructions.
• Demonstrated customer service skills.
• Ability to read, communicate orally, and write in English.
• Ability to handle multiple tasks simultaneously in a fast-paced environment with excellent attention to detail.
• Must pass all post-contingency offer background checks, reference checks, and TB screening clearances.
• Experience working in non-profit or public sector strongly preferred.
• Bilingual abilities preferred.
• Knowledge of San Francisco resources preferred.

Skills & Abilities

• Demonstrates professional behavior consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
• Adapts well to change and remains professional, respectful, and composed at all times.
• Must be honest, dependable, and accountable.
• Establishes and maintains effective and appropriate relationships and boundaries, and communicates with clients, co-workers, supervisors, and external parties in a manner that fosters respect and trust.
• Exercises good judgment in using and/or keeping information regarding clients and co-workers, and adheres to THC’s confidentiality policy.
• Works well independently, collaboratively, and as a team member.
• Follows instructions completely and asks for help and/or guidance from supervisors when needed.
• Good time management skills and punctuality for work, THC meetings, and events.
• Refrains from actions that may result in conflict or may be determined as aggressive, threatening, or violent.
• Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.

Physical Requirements

The physical demands 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 people with disabilities to perform the essential functions.

• While performing the duties of this job, the employee frequently and alternatingly is required to stand; walk; sit; use hands to handle, hold, grasp, and feel; reach with hands and arms; talk; and hear.
• Frequently required to climb stairs; stoop; kneel; crouch; crawl; push; and pull.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, peripheral vision, and the ability to adjust focus.
• Frequent use of computer office software and databases, and a multiple-line telephone.
• Occasional travel throughout San Francisco is required.