The Lowell Housing Authority is a quasi-public organization with a mission to work in partnership with other housing providers, local government and our residents to provide quality housing and a variety of social services programs that assist residents in achieving their highest level of self-sufficiency. The Authority manages over 2,500 units of federal, state, and leased housing for individuals and families. The LHA operates under the umbrella of the U.S. Department of Housing and Urban Development (HUD) and Massachusetts Department of Housing and Community Development (DHCD) who establish regulations and provide guidance to our agency.
We are a large housing organization with approximately 83 administrative staff, and an experienced maintenance workforce, responsible for the upkeep of our properties across the City of Lowell. We consider ourselves to be A Foundation for Stability and Opportunity. We recognize that access to affordable housing is only the first step in achieving self-sufficiency, so we’ve dedicated ourselves to becoming much more. To achieve our goals, we implement or partner with a number of community organizations to create opportunities for our residents to achieve self-sufficiency. Programs and services include youth enrichment, academic scholarships, financial literacy, counseling, and homeownership.
As a team, we are data-driven, encourage innovation, and strive for excellence. We value our employees, offer excellent benefits, and support the professional growth of staff through our tuition reimbursement program, professional training, and mentorship.
Housing Assistant/Case Manager
Job SummaryThis is a responsible position in which the incumbent must support the Property Manager in all aspects of public housing operations and leasing cycles. The incumbent will also serve as case manager for the Authority’s Transitional Housing Program (THP). Both roles require a high level of confidentiality and the ability to provide assistance to management and residents in a prompt, efficient and accurate manner. In support of the Property Manager and residents, the Housing Assistant/Case Manager will implement established policy and procedure, verify and assemble documentation for rent determinations, prepare legal cases, enter maintenance work orders and inspections, and coordinate resident services as needed. As case manager for the THP program, the incumbent will work with chronically homeless families as they work towards permanent housing. The case manager will develop re-housing plans and maintain reports for up to twelve participants, and monitor plan adherence through meetings and home visitations.
Supervision ReceivedThe incumbent receives direct supervision from the Property Manager with whom he/she supports in all aspects of housing operations and consults with daily. The incumbent also receives supervision from the Self-Sufficiency Director on matters directly related to the Transitional Housing Program.
Supervision GivenThe incumbent may provide direct supervision to support staff and maintenance staff in the absence of the Property Manager.
- Assists with tenant re-certification and review of all continued occupancy forms.
- Responsible for assisting with the collection of service charges, legal fees, and the preparation of eviction notices following established procedure
- Prepares of eviction notices in accordance with established procedures.
- Assists the Property Manager in monitoring all buildings, grounds and common areas for cleanliness and general maintenance.
- Responds to resident complaints by scheduling or conducting informal conferences.
- Works with resident organizations to establish budgets and monitor expenditures
- Receives communications of a general nature from residents and responds to concerns.
- Responsible for recruiting program THP program participants and conducting appropriate screening and assessment for program eligibility
- Works closely with the local Department of Transitional Assistance (DTA) office to ensure each family has access to SNAP, WIC, Cash Assistance, and Child Care vouchers, and identify other gaps in necessary services
- Conducts outreach to local homeless shelters and community/social service agencies to inform them of the program goals and eligibility requirements to obtain appropriate referrals
- Monitors family progress during and following program completion through a combination of reporting, meetings, and home visits to ensure program compliance and participant success
- Assists participants with savings plans, utilities, and other responsibilities required before permanent housing offer
- May also perform listed duties on behalf of non-profit corporation(s) as directed from time to time by the Executive Director and/or his designee
- Performs other related duties of the class as required
Knowledge, Skills and Abilities
- General knowledge of maintenance principles and building systems.
- Ability to read and interpret leases and other legal documents
- Ability to maintain effective communications with staff and tenants
- Ability to prepare clear and concise reports
- Skill in using tact, courtesy, and discretion when dealing with others
- Shall possess a valid Massachusetts Driver’s License
- Skill in interpersonal relations, especially with homeless families
- Working knowledge of community/social service agencies, shelters and family self-sufficiency resources
- Experience in working with the homeless population and a thorough understanding of the challenges they may face in securing employment, housing, child care, outpatient therapy, transportation etc.
- Ability to communicate effectively both orally and in writing, and maintain confidentiality in all participant/resident engagements
- Ability to mediate disputes arising between parties.
Training/ExperienceThe nature of this position requires that the qualified candidate possess a Bachelor’s Degree and have experience in human services, social work or a related field. Strong customer service skills and relationship building is essential to the position. Candidate shall possess a Public Housing Manager certification or be willing to obtain through Lowell Housing Authority within one-year of employment.
Customer Relations/Data Management Specialist
JOB SUMMARY This is a highly responsible administrative position in which the incumbent is tasked with delivering the highest quality customer service, improving customer experiences, and utilizing data and housing information systems to make recommendations to facilitate programmatic improvement. The incumbent will rely on extensive knowledge of low-income housing programs and services to provide direction and accurate information to clients, applicants, community partners and coworkers. SUPERVISION RECEIVED The incumbent will receive direct supervision and strategy from the Executive Director and/or Assistant Executive Director, if designated. SUPERVISION GIVEN No supervision given.
- Maintains a positive, empathetic, and professional attitude towards customers at all times
- Must possess exemplary phone demeanor and email etiquette
- Familiarity with and ability to navigate public housing information systems
- Familiarity with the duties and functions of property and facilities management teams
- Ability to identify problems, clarify solutions, and effectively follow-through to ensure problem resolution
- Knowledge of organizing data, generating reports, trend analysis, and confidence in presenting findings to a variety of audiences.
- Ability to write and issue clear, concise instructions
- Knowledge of HUD and DHCD regulations
- Knowledge of public housing programs and services
- Experience working with diverse and low-income populations
- Knowledge of effective training techniques and practices
- Responds promptly to customer inquiries from applicants, residents, and community stakeholders
- Responsible for responding tactfully to customer complaints, including documentation of complaints and remedial action
- Answers questions about housing programs and eligibility
- Connects customers to services available at the LHA and within the community
- Maintains contact forms and other digital customer service tools and explores new strategies for improving customer interactions
- Responsible for the implementation of new housing products and services
- Design and implement internal customer service training for employees
- Develop an intimate knowledge of projects and processes to improve customer experiences
- Responsible for coordinating housing information system upgrades and add-ons
- Produce a variety of reports from housing information system for operational analysis
- Makes program and process recommendations based on data and trend analysis
- Assist in policy development and process improvements across the agency
- Performs other duties of the class, as required
Benefits are offered for full time 35 hour/week positions and include:
- Defined pension plan
- Health and dental coverage
- Long-term disability
- Flexible spending
- Deferred compensation
- Training certifications, conference participation, and tuition reimbursement