Job Details

Under the direction of the Housing Eligibility Manager, the Eligibility Supervisor is responsible for overseeing and guiding the Housing Eligibility team in the processing of eligibility applications and ensuring compliance with eligibility requirements at all CIHA-owned and managed rental properties. This role involves supervising the eligibility processing team and ensuring that client files are maintained in accordance with CIHA policies, procedures, and all relevant regulations.

Key Responsibilities

• Supervises housing eligibility staff, including responsibilities for recruitment, training, coaching, and performance evaluations.
• Monitors staff performance metrics, ensuring alignment with department goals and objectives.
• Leads the team by providing clear direction, support, and motivation to maintain high performance and morale.
• Promotes a positive team culture through open communication, collaboration, and acknowledgment of team accomplishments.
• Delegates tasks within the team to ensure balanced workloads, monitor performance trends, and ensure fair and strategic allocation of resources.
• Reviews and assesses eligibility processing procedures, identifying opportunities to improve efficiency, accuracy, and compliance. Makes recommendations to streamline processes or enhance staff workflows.
• Works with the Training Coordinator to ensure that staff are trained on new regulations, changes to program rules, or updates to eligibility requirements.

Eligibility Processing & Compliance

• Promotes consistent application of eligibility criteria across all team members, ensuring fair and equal treatment of applicants.
• Supports the lease-up process for both new and existing CIHA properties, including contributing to the development and execution of marketing strategies, mailings, and leasing tracking initiatives.
• Reviews applicant and tenant files for approval for applicable program eligibility, accuracy, and completeness of initial and annual recertifications.
• Assists in creating and reviewing necessary verification forms, application materials, policies, procedures, and training resources in collaboration with the Training Coordinator.
• Proactively identifies any compliance issues or discrepancies in eligibility documentation and works with staff to resolve them in a timely manner.
• Prepares and maintains internal reporting tools to assist Operations with monitoring prospects, applicants, tracking eligibility compliance trends and as required by housing program.
• Provides LIHTC file maintenance including performance of periodic file audits to test eligibility and to ensure all required documentation is in place and current for all Operations.
• Works with CIHA Operations staff to proactively resolve all compliance or audit issues, deficiencies, and education of staff on changes and updates.
• Monitors program set-asides, income limits, utility allowances, and rent levels to ensure they align with eligibility requirements and remain in compliance with funding guidelines.
• Oversees initial and annual certification processing and ensures timely completion.
• Prepares necessary audit reports and documentation as requested.
• Stays updated on industry best practices for eligibility determination and housing compliance, and ensures these practices are being followed within the team.

Internal & External Customer Relations

• Collaborates with other departments (e.g., property management, legal, and operations) to ensure smooth processing of eligibility applications and compliance with program requirements.
• Serves as a point of escalation for clients who have concerns or questions regarding eligibility decisions or the application process working to resolve issues in accordance with CIHA policies and regulatory standards.
• Oversees the team's response to client questions or concerns regarding eligibility determinations, ensuring clear and accurate communication.
• Promotes CIHA housing programs.
• Establishes and maintains a network or referral source(s) for individual client needs.
• Assists in manning CIHA informational booths at various events.

Additional Responsibilities

• Conducts informal hearings for denied clients and provides positive complaint resolution for aggrieved applicants or recertified tenants.
• Performs other duties as assigned to support organizational objectives.

Skills/Abilities

• Strong leadership and team-building skills, fostering a positive and collaborative work environment.
• Adaptability to changing priorities in a fast-paced environment.
• Excellent communication skills, able to convey information clearly to diverse stakeholders.
• Ability to assess and improve departmental operations for efficiency and effectiveness.
• Strong problem-solving and conflict resolution skills, ensuring smooth transitions during change.
• Ability to manage multiple projects with competing deadlines.
• Commitment to professional development of team members.
• Strong interpersonal skills for cross-department collaboration and relationship-building.
• Customer service excellence, with the ability to resolve complaints effectively.
• Proficiency in administrative software and regulatory compliance.
• Basic mathematical and financial eligibility assessment skills.
• Ability to maintain client confidentiality.
• Knowledge of office practices and basic computer functions.
• Strong organizational skills.
• Ability to work independently and produce quality results with minimal supervision.

Education and Experience

• Preferred certifications (or ability to obtain within 12 months of hire): Housing Credit Certified Professional; Certified Professional of Occupancy; National Credit Professional; Registered Apartment Manager; Accredited Apartment Manager (ARM).
• Demonstrated knowledge of housing programs like LIHTC, HOME, NAHASDA, and FHLB, including compliance requirements, or the ability to quickly learn and understand regulatory agreements and legal documents.
• Associate or Bachelor's degree in Human Resources, Business Administration, Management, Education, or a related field preferred; relevant experience in housing or training may substitute for education on a year-for-year basis.
• Four (4) years of experience working with the public, preferably within the housing or program eligibility field.
• Supervisory experience of customer service and/or eligibility processing staff preferred.