Voucher Programs Processor

Position Title: HCEC & Operations Specialist

Last Reviewed: January 2026

Department: Financial Assistance, HCEC & Front Office

Position Status: Full-Time

FLSA Classification: Non-Exempt

Reports to: Manager of Housing Resources

Position Summary:
The HCEC & Operations Specialist is responsible for ensuring there is a welcoming, responsive, equitable

and accessible environment for customers visiting the office, calling in, or connecting electronically. This

role requires excellent customer service skills, time management, confidentiality, and multi-tasking for

shifting priorities for the Front Office, Financial Assistance and HCEC Support Team. This position is also

responsible for the operation and success of the First-Time Homebuyer program, HCEC data tracking,

and HCEC triage. There may be additional projects assigned in support of the operation of each

department.

Duties & Responsibilities:

Front Office:

• This role is responsible for providing reception duties, back up for opening, sorting and scanning

mail, back up for sorting and logging checks, back up for picking up mail each morning and solely

responsible for bringing mail to the mailbox at days’ end.

• Follow critical organizational policies and procedures.
• Act as the point of contact for senior leadership, staff, clients, and external vendors
• Back-up for ordering and inventory of office supplies,
• Assist with receiving, unboxing, and organizing deliveries.
• Being the point person, organizing and maintaining records of vendor contracts.
• Administrative support to the Director of People & Culture assisting with preparing materials

for onboarding new staff and coordinating technology needs.

• Willingness to administratively support other departments with projects and overflow.
• Listen to voicemails received daily to ext. 100 main office overflow line and forward

accordingly.

• Monitor the lobby computer.
• Keep phone extension list up to date.
• Keep supply of property applications up to date and provide forms/applications to departments as

needed.

• Provide signage for notifying lobby patrons of office hours changes, office closings, etc.
• Maintain conference room calendars
• Back-up for the Front Office Assistant’s duties; to include lobby and coffee area cleanliness, office

equipment is maintained in working order, such as copier & postage machines.

Housing Consumer Education Center (HCEC)

• Provide outstanding customer service for all inquiries by phone, email and lobby patrons.

• Assist patron walk-ins with HCEC issues, making referrals, guiding with intake submission,

providing resources and CHPM entry of said activities.

• Monitor and maintain up to date HCEC materials and information in the lobby area. Create a

library of resources for use in the lobby and online and for all HCEC staff to utilize.

• Participate in stabilization team meetings for resource sharing and case discussions.
• Manage the tracking, CHPM data entry, registrations and coordination needed for the FTHB

Program and deliver the FTHB workshops in accordance with CHAPA minimum standards.

• Receive intakes and/or extract online intake submissions daily.
• Extract all emails and voicemails from the HCEC Intake inbox daily. Respond or forward

appropriately.

• Screen HCEC intake assessment forms daily and make recommendations for next steps for

solving individual’s housing issues. Enter all information into the CHPM data system. Follow up

on next-steps, recommendations and referrals.

• Assist in updating the Weekly Activity Report and the Daily Activity Log.

This HCEC Operations Specialist role will alternate duties between reception window triage and ‘off-window’
days. Off-window and on-window will have some tasks assigned accordingly to accommodate for reception
triage distractions.

Required Skills or Abilities

• Bilingual (Spanish Preferred)

• Customer service oriented with a sensitivity to those in crisis

• Strong verbal/written communication skills

• Proficient in Microsoft Office Software (Word, Excel, and Outlook)

• Previous fast-paced office experience a plus

Education

• High School/Vocational Diploma

Physical Requirements

• Stationary work. Exerting up to 10 pounds of force occasionally to lift, carry, push, pull or otherwise

move objects.

• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.

• The team member is required to have close visual acuity to view and work on a desk

computer/laptop/iPad.

• Work is performed in an office environment and requires the ability to operate standard office

equipment (phone, fax machine, copy machine, postage machine, etc).

• Must have the ability to walk short distances.

Hearthway’s Commitment to Equity
Diversity and a culture of inclusion are crucial to the mission of Hearthway, Inc. We believe that self-

reflection and awareness is critical, that diverse, equitable and inclusive representation should be reflected

by our board, our team members, and in our programming and services. Qualified applicants will receive

consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,

national origin, disability, or protected veteran status.

Disclaimer
This job description is not a contract for employment, and it is also not an inclusive listing of all duties,

responsibilities, and expectations of the position. This document does not extend an offer of permanent or

continuous employment. Berkshire Housing is an at-will employer.

Name: ______________________________________________________________________

Signature: ___________________________________________________________________

Date: ______________________________________________________________________

1 Fenn Street., 3rd Floor, P.O. Box 1180, Pittsfield, Massachusetts 01201 Tel 413.499.1630 Fax 413.496.9831 www.hearthway.org

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Hearthway, Inc. does not discriminate on the basis of disability status in the admission or access to, or treatment

or employment in, its federally assisted programs and activities.