Position Summary
Serves as a liaison between FSL Home Improvements, clients, and funding sources; determines program applicant eligibility; evaluates the work to be performed according to program guidelines or Housing Quality Standards; makes determinations regarding subcontractor engagement.
This position does not have direct reports.
Essential Functions:
Client Service
Accepts and processes individual home repair requests for service
Determines client eligibility for various programs using program guidelines and type of repair services to be provided
Schedules service work as necessary
Assists property owners in negotiations with contractors throughout the project by serving as a mediator as needed
Evaluates and approves pay requests from contractors
Prepares and administers bids and contracts Assists clients/customers and contractors with questions and complaints
Documents and responds to complaints in a timely manner
Ensures client files are current and organized according to the established filing system
Refers clients to internal and external service providers as needed
Funder Liaison
Develops and nurtures strong, cooperative relationships with all funding source points of contact
Creates and prepares billing documents to be submitted to funders
Monitors receivables to include contacting funder for payment status as necessary
Coordinates monthly budget and workload meetings with funders
Administrative
Creates, maintains and updates tracking reports that monitor the success of the program
Monitors program budget to ensure a zero deficit
Processes contractor job approvals vetting, and notifies FSL staff or contractor of any problems on jobs reviewed
Continuous Improvement & Quality
Ensures compliance with all FSL policies, procedures, and practices regarding the Home Improvement program, and other contract requirements; and applies knowledge to the work in accordance with quality standards
Maintains up to date knowledge and understanding of program specific guidelines
Performs quality inspections of property according to program guidelines
Attends and actively participates in initial and on-going training and development programs and opportunities, weekly unit meetings all staff meetings, and demonstrates learned concepts on the job
Participates in assigned work teams, as requested and appropriate
Engages in continuous improvement efforts, as assigned, and strives to continuously improve the service delivery and self
Communicates daily and as necessary with colleagues, supervisor, and leadership
Miscellaneous
Other duties as assigned
Requirements
Education & Experience, Knowledge/Understanding
High School Diploma or General Education Diploma
Minimum of two years as a Program Coordinator I; or equivalent work experience
Minimum of one year construction experience
Previous customer service experience
Previous experience with CDBG/Rehabilitation, HUD and other Federal Housing Programs
General knowledge of construction and/or in Housing Quality Standards
Knowledge of the special needs of the low-income persons
Valid AZ driver’s license and acceptable MVR
Must be at least 18 years of age
Clear fingerprint background screening through the Department of Public Safety and comprehensive background clearance
Skills
Strong verbal, written, reading, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse population.
Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others.
Strong detail-orientation
Proficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office Applications such as Outlook, Team, and Word.
Abilities
Ability to work both independently and collaborative as part of a team
Ability to travel up to 10% of the time with use of own vehicle to various job sites within Arizona/Greater Phoenix Areas/Maricopa County
Ability to understand and solve problems by applying basic analytical skills to include undertaking a process of information and data collection and analysis for integration purposes; Identifying and making sets of information and determining their relationships; codifying this data to detect trends and issues in the data and information in a logical and factual manner; making logical deductions from data; and identifying a solution for resolving the problem.
Willingness and ability to embody FSL’s core values:
Have passion for our mission
Follow the golden rule
Do the right thing
Begin with a can-do attitude
Find a better way
Be your best
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 position.
Office environment with own desk, telephone and computer
Sitting for extended periods of time