Intake Specialist

Reports To: Supervising Staff

Department: Property Management

FLSA Status: Non-Exempt

Union: Local 818

Date Adopted: July 25, 2016

Revision Dates: May 12, 2025, October 12, 2026

Position Summary:

This position is responsible for receiving and reviewing applications for all housing programs including Public Housing, Low Income Housing Tax Credit, and Project-Based Voucher Housing. This position serves as the primary contact for applicants and the public.

Essential Duties and Responsibilities:

• Welcomes, directs, greets and assists all guests and applicants, in a professional, courteous and friendly manner.
• Answers multi-line telephone system and disseminates calls.
• Communicates program information and requirements to applicants, participants, residents, owners, and general public.
• Responds to applicant inquiries.
• Maintains waiting list through marketing, community relations, and communication to ensure compliance.
• Receives and reviews applications and supporting documentation to determine program eligibility.
• Determines application eligibility, calculates income, assets, and allowances.
• Obtains current, third-party verification in accordance with program requirements and procedures, including use of Enterprise Income Verification (EIV) information.
• Enters data into Management Information System (MIS).
• Provides data for a variety of reports.
• Maintains applicant files to ensure completeness of required documentation and verification.
• Completes purge of files and maintains online file management system for records retention.
• Performs a variety of clerical functions in support of various departments.
• Backs-up receptionist by meeting, greeting, and assisting applicants, residents and guests.
• May be required to perform other related duties as required and/or assigned.

Knowledge, Skills and Abilities:

• Yardi experience strong preferred.
• Superior client-centered, positive and professional customer service skills.
• Excellent ability to handle diverse situations.
• Highly developed interpersonal skills, with the ability to work harmoniously with staff, residents as well as the public.
• Strong ability to interpret and communicate complex and changing state/federal policies and regulations.
• Accurate typing and data entry skills.
• Strong attention to detail skill.
• Strong judgment, reasoning and organizational abilities.
• Strong analytical and math abilities.
• Good knowledge of general office and administrative procedures.
• Good knowledge of all office equipment, including a telephone, fax machine and copier.
• Excellent ability to handle difficult situations.
• Strong ability to work effectively in a team environment or independently in a fast-paced team environment.
• Working knowledge of Management Information System (Yardi).
• Strong ability to handle multiple tasks quickly and accurately.
• Strong ability to work with minimal supervision.
• Strong ability to meet deadlines.

Minimum Education/Experience Requirements:

Associate’s degree in business management, social services or related discipline is mandatory. A minimum of two years of experience in an office or other environment requiring extensive public contact or customer service such as public or assisted housing, public administration, government or community agency. Accounting, interviewing and direct customer interfacing experience a plus. Fluent in English is mandatory. Spanish, Creole or other foreign language skills preferred.

or

Graduation from an accredited high school. In addition, a minimum of three years of experience in an office or other environment requiring extensive public contact or customer service such as public or assisted housing, public administration, government or community agency. Accounting, interviewing and direct customer interfacing experience a plus. Fluent in English is mandatory. Spanish, Creole or other foreign language skills preferred.

Additional Requirements:

Microsoft Word, Excel and Outlook proficiency. An exam may be administered which will assess competency level. Currently certified in Low Income Housing Tax Credit and Rent Calculations or be certified within six months of hire date/transfer. Pass a pre-employment physical, drug screening, educational background check and criminal investigation.

Physical Requirements:

Provided under separate cover.

This position description lists the most significant duties of this role. However, this description is not intended to be an all-inclusive list of responsibilities, skills or working conditions associated with the position. Although it is intended to accurately reflect the activities and requirements of the position, duties may be added, deleted, or modified as necessary. This description does not constitute a written or implied contract of employment.