Career Opportunities

POSITION DESCRIPTION

JOB TITLE: Administrative Assistant, CSRAP
DEPARTMENT: Housing Counseling & Services
REPORTS TO: Program Manager, CSRAP

POSITION SUMMARY:
The Administrative Assistant provides frontline applicant and administrative support for HIP’s rental assistance and other housing stabilization programs. A primary responsibility of the position is managing program inquiries received through designated phone and email channels and providing timely, accurate, and professional assistance to applicants throughout the application process.

The Administrative Assistant answers questions about program eligibility and application requirements, assists applicants in resolving technical or procedural challenges, and conducts an initial screening of submitted applications to identify missing information or documentation before applications move forward for eligibility review. The position also performs data entry, maintains program records and tracking systems, and assists with program reporting and other administrative functions.

The position requires excellent customer service and communication skills, strong attention to detail, comfort assisting individuals with online application systems, and the ability to manage a high volume of inquiries and administrative tasks in a timely and organized manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Program Phone & Email Management: Monitor designated program phone lines, voicemail, and email accounts throughout the business day and ensure that inquiries receive timely and appropriate responses.

• Applicant Inquiries & Customer Service: Serve as a primary point of contact for applicants seeking information or assistance. Respond professionally and respectfully to questions regarding program eligibility, application requirements, required documentation, application procedures, and program status.
• Program Eligibility Information: Explain established program eligibility requirements, documentation requirements, and application procedures to prospective and current applicants. Refer complex eligibility questions or situations requiring interpretation of program policy to appropriate program staff.
• Application & Technical Assistance: Assist applicants in navigating the application process, including accessing and completing online applications, uploading documents, resolving common technical difficulties, and understanding what information or documentation is required.
• Application Completeness Screening: Conduct an initial screening of submitted applications to determine whether required application fields and supporting documents have been provided. Identify missing or incomplete information and communicate with applicants regarding materials needed before the application can proceed to formal eligibility review.
• Applicant Follow-Up: Contact applicants by phone or email to request missing information or documentation, clarify application information, and assist applicants in completing outstanding application requirements.
• Application Routing & Tracking: Ensure completed applications are appropriately routed to Application Reviewers and maintain accurate information regarding application status and workflow.
• Data Entry & Data Quality: Accurately enter, update, and maintain applicant, household, application, service, and program information in HIP’s case management, application, and data tracking systems. Review entered information for completeness and accuracy and correct or flag discrepancies as appropriate.
• Inquiry & Application Tracking: Maintain accurate records of applicant inquiries, assistance provided, application status, missing documentation, follow-up activities, and other information necessary to monitor program activity and responsiveness.

• Reporting Support: Assist with compiling, reviewing, and organizing program data for internal monitoring, grant reporting, management reports, and funder requirements. Help identify missing or inconsistent data and work with program staff to resolve discrepancies.
• Program Documentation & File Management: Maintain organized electronic program records and documentation in accordance with HIP procedures, funder requirements, and record retention standards.
• Program Communications & Materials: Assist with preparing and maintaining application instructions, frequently asked questions, forms, checklists, email templates, informational materials, and other resources used to communicate program requirements and procedures.

• Program Coordination: Work closely with Application Reviewers, Quality Control staff, the Program Manager, and other HIP staff to facilitate efficient movement of applications through the review and assistance process.
• Administrative Support: Provide additional administrative support to HIP programs and program staff, including preparation of correspondence and documents, maintenance of tracking tools, scheduling, scanning and uploading documents, and other administrative functions as needed.
• Confidentiality & Compliance: Maintain confidentiality of applicant, client, financial, and organizational information and comply with HIP policies, funder requirements, and applicable privacy and recordkeeping standards.
• Other Duties: Perform other administrative and program support responsibilities as assigned.

QUALIFICATIONS, KNOWLEDGE & SKILLS REQUIRED:
• Associate’s or bachelor’s degree preferred.
• At least two years of administrative, customer service, program support, intake, call center, human services, or related experience preferred.
• Excellent customer service skills and demonstrated ability to communicate clearly, patiently, and professionally with individuals seeking assistance.
• Strong verbal and written communication skills, including the ability to explain program requirements and application procedures in a clear and understandable manner.
• Bilingual fluency in English and Spanish preferred.
• Strong organizational skills and attention to detail.
• Ability to learn and accurately explain established program eligibility criteria and documentation requirements.
• Comfort assisting individuals with online applications and troubleshooting common technology-related challenges.
• Ability to manage a high volume of telephone and email inquiries while maintaining timely and accurate follow-up.
• Strong data entry skills and demonstrated commitment to accuracy.
• Ability to manage multiple assignments, maintain accurate records, prioritize competingdemands, and meet deadlines.
• Proficiency with Microsoft Office, including Word, Excel, and Outlook.
• Experience with case management, client database, online application, or document management systems preferred.
• Ability to learn and effectively use HIP’s case management, application, and administrative systems.
• Ability to maintain confidentiality and appropriately handle sensitive client and financial information.

WORK SCHEDULE AND LOCATION
• Full-time position, approximately 37.5 hours per week.
• Standard business hours, Monday through Friday; occasional evening or extended hours may be required to meet program deadlines or operational needs.
• Work may be hybrid or in-office depending on program requirements and supervisory direction.

ADA SPECIFICATIONS:
This position is primarily sedentary and based in HIP’s Maryland offices with hybrid work opportunities, as approved. The position may require occasional bending and lifting, regular local travel to outreach events and meetings, and occasional evening or weekend work. Occasional overnight travel for conferences or trainings may also be required. Ability to lift up to 25 pounds occasionally.

SALARY AND BENEFITS:
Salary: $60,000 annual salary.

HIP offers a competitive benefits package including retirement, health insurance, long-term disability, generous vacation, and sick leave.

Funding Notice: This position is supported in whole or in part by grant funding. Continued employment is subject to organizational needs and the availability of funding.

HOW TO APPLY:
Please email a cover letter and resume to: Hiring Manager at: employment@hiphomes.org.