Job Descriptions:

Internal Close Date: September 5, 2024

Grade Level: 6 (A)

Salary: $24.52 - 34.18 per hour

Salary Note: Starting pay rates are ultimately determined by the scope of the position, the candidate's relevant experience, and internal equity. New employees typically start in the lower half of the range, but experts in their field may be considered for starting pay rates in the top half of the range.

Department/Location: Public Housing Program / CHR, AMP 3

Summary

The primary purpose of this position is to assist and support the Assistant Property Manager and Property Manager in delivering quality services to public housing residents. The incumbent provides front-line customer service to residents and responds to phone calls and in-person inquiries at public housing sites. The incumbent assists with lease compliance and enforcement.

All activities must support the Minneapolis Public Housing Authority’s ('MPHA' or 'Authority') mission, vision, and values.

Essential Duties and Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties and skills may be required and assigned, as needed.

• Maintains regular office hours in assigned areas in order to provide customer service and responds to inquiries from residents and resolves problems.

• Answers incoming calls and receives walk-in visitors, responds to inquiries or directs matters to the appropriate staff member. Responds to questions from residents and other MPHA staff relating to public housing residents’ tenancy and MPHA policies and procedures. Provides advice, assistance, and documentation to residents and outside agencies as appropriate.

• Performs general clerical work, including scanning resident documents/documentation and attaching to resident SharePoint file.

• Completes shelter verifications, landlord references and assists residents in understanding their rent statements.

• Assists with annual recertifications and Moving to Work packets as needed. Meets with residents, collects and verifies documentation and submits documents to Leasing Eligibility Technician for rent determinations. Assists the Property Manager in gathering information on resident eligibility issues. Completes rent estimations for interims and discusses with residents.

• Meets with residents on non-compliance issues including non-payment of rent and other charges, and housekeeping. Follows up and resolves issues; makes recommendations to the Property Manager.

• Assists residents by creating workorders and helps residents sign up for Rent Café to enter their own workorders or directs residents to the workorder center. Ensures proper charges for resident damages and other charges are accurately reflected on the workorder and resident ledger. Sends resident charge letters.

• Monitors tenant accounts and assists in the collection of rent and other charges to ensure the financial viability of the AMP. Sends the sales/ service collection letters to residents.

• Compiles information and statistics for routine reports and ensures there is correct and up-to-date tenant information in the Yardi System

• Assists the Property Manager in gathering documents from residents for vehicle registrations, transfer requests, pet registrations, lease add-ons and away from unit requests.

• Assists with resident self-help timesheets to ensure that residents receive their stipend in a timely manner.

• Audits and maintains entry guard rosters, vacant units, snow logs, security logs and appliance logs,

• Issues, audits and maintains key tags and temporary key tags.

• Ensures the Emergency Action Plan is updated with residents needing assistance (highrise).

• Maintains resident records. Pulls files as needed by rental office or management staff. Purges old files and separates large files.

• Assists in processing mailings to residents.

• Prepares resident notices and newsletter.

• Participates in conducting and coordinating annual housekeeping inspections, building inspections, move-in and move-out inspections, as assigned. Follows up on City violation notices and complaints from neighbors or those referred by supervisor; monitors conditions when necessary, by conducting yard/sidewalk inspections; documents inspections.

• Attends Resident Council meetings and after-hour resident meetings, as requested.

• Prepares move-in packets and conducts unit showings, key pick-ups, and orientation for prospective and new tenants.

• Receives, sorts, and distributes mail in a timely and accurate manner.

• Monitors pest control operations at assigned MPHA properties and the coordination of scheduling initial treatments and follow up treatments with the Pest Control Coordinator. Sends pest control preparation and follow-up notices to tenants.

• Performs annual inventory of building equipment.

• Works on special projects as assigned.

• Performs other related duties as assigned.

Behavioral Competencies

MPHA expects all employees to exhibit the following behavioral skills:

Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors, and measures the needs of both internal and external customers; talks and acts with customers in mind; and recognizes working colleagues as customers.

Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; and persists despite obstacles and opposition.

Effective Communication: Employee is prepared, clear, concise, and organized in all facets of communication in order to fully establish understanding. Actively listens and understands the audience to adapt message appropriately. Communicates information with appropriate personnel in a timely manner.

Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.

Initiative: Proactively seeks solutions to resolve unexpected challenges. Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.

Work Environment

The work of this position is performed entirely on-site in support of our agency's mission.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment requires a demonstrated ability to interact effectively with persons from diverse economic, social, and ethnic backgrounds, including new immigrants, limited English language proficiency clients, and clients with a variety of mental health issues and other disabilities.

Office environment. The noise level in the work environment is usually moderate.

Required Experience:

Education and/or Experience

High School Diploma or GED and a minimum of three (3) years of year of general clerical experience. An equivalent combination of education and experience may be considered.

Ongoing education and training objectives will be required through in-person and online Learning Management Systems by focusing on the following:

• Developing written and oral communication skills, including communicating across digital platforms.

• Training on data management software such as Yardi, Smartsheet, and other related tools.

• Effective time management, including prioritization of time-sensitive items and the ability to meet deadlines.

Some positions may require possession of a valid driver’s license. Those positions may also require use of a personal vehicle and evidence of individual automobile insurance coverage, or the ability to be insurable under the Authority’s automobile insurance plan at the standard rate. Must pass a criminal history background check.

Technical Skills

To perform this job successfully, the employee should have strong computer skills (MS Word, Excel, and Outlook). Must have the ability to learn other computer software programs as required by assigned tasks.

Physical Demands

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 individuals with disabilities to perform the essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; reaching and grasping; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to exchange information in person, in writing, and via telephone. The employee must occasionally transport up to 25 pounds.

Keyword: Bilingual, clerical, customer service, Somali

From: Minneapolis Public Housing Authority