Heather Mustapha
Human Services
Tacoma,WA
Summary
Positive and diligent Residential Housing Professional effective at promoting resident satisfaction by address concerns, spearheading repairs and implementing updates to enhance properties. Offering 7 years of housing experience paired with goal-oriented and performance-minded approach. A well-grounded Residential Administrative Coordinator bringing 5-years of background negotiating and preparing legal documents relating to tenant occupancy, designing and implementing effective marketing initiatives and responding to tenant concerns. Hardworking team player possessing excellent problem analysis and resolution talents. Enthusiastic, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in providing a stable housing opportunity. .
Overview
3
3
Certifications
5
5
years of post-secondary education
15
15
years of professional experience
Work History
Residential Housing Coordinator
Pioneer Human Services
Tacoma, WA
11.2019 - Current
- Oversaw housing plans for over 83 clients to promote timely transition to permanent housing and appropriate usage of housing subsidies.
- Conducted home and apartment inspections to identify safety issues and needed repairs.
- Verified income, assets and expenses and completed file tracking sheet for each applicant.
- Handled tenant complaints promptly and appropriately, calling in repairmen and other support services as needed.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Completed final move-out walk-throughs with tenants to identify any required repairs.
- Developed and executed plan to achieve and maintain 98% or better rate of occupancy.
- Oversee housing plans for over 83 clients to promote timely transition to permanent housing and appropriate usage of housing subsidies.
- Calculated tenant rent amounts to prepare leases and contracts.
- Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Coordinated individual referrals to obtain community services, advocated for client needs and resolved roadblocks.
Mental Health and Chemical Dependency Professional
Comprehensive Life Resources
Tacoma, WA
02.2017 - 09.2019
- Completed required documentation for continued therapy coverage by insurance companies to meet deadlines.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
- Carried out day-day-day duties accurately and efficiently.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Maintained strict compliance with HIPAA Regulations.
- -Maintain clinical records and provide data and reports required for program monitoring, evaluations, Washington State RCW's and WAC's within agencies policies and procedures.
- Crisis intervention skills, de-escalation, motivational interviewing, and outreach interventions for inpatient and outpatient co-occurring consumers.
- Multi-disciplinary team work to coordinate services, to include meetings, consults, and trainings.
- Maintained ethical and professional standards of practice.
- Facilitated group and individual therapy in outpatient setting.
- Provided counseling and support for over 100 clients with drug and alcohol abuse issues.
- Developed individual treatment goals based on history and diagnosis.
- Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources.
WorkFirst Program Consultant
Courage360 (WWEE) -
Tacoma, WA
04.2012 - 06.2017
- Enhanced candidates' potential to find employment by teaching job search skills and holding mock interviews.
- Recognized client employment barriers and devised strategies to resolve.
- Managed caseloads of up to 65 monthly clients in search of gainful employment.
- Tracked clients' progress in EJAS and HMIS databases to provide monthly reports.
- Increased job availability for clients by 70% through local non-profit businesses and continuously built professional relationships with local community agencies.
- Interviewed clients and administered assessments to determine employability, including identifying skills and evaluating barriers.
- Developed job leads in order to increase placements.
- Managed caseloads of up to 85 monthly clients in search of gainful employment.
- Reviewed, tracked and coordinated employment referrals.
Housing Specialist Lead/Family Permanency Project
Courage360 (WWEE) (Pierce County Housing Authority
Tacoma, WA
01.2012 - 06.2017
- Helped clients find permanent or temporary housing.
- Rapid Rehousing Program with intensive case management for 100+ families each year; provided financial empowerment and homelessness prevention through monthly home visits, budgeting techniques, goal setting, and resource referrals.
- Assisted with developing MOU contract with Pierce County Housing Authority .and executed it by providing intensive 1x1 weekly case management, support services and monthly inspections to 15 units.
- Reviewed applications and financial data to calculate program eligibility; provided short to medium term rental assistance; provided emergency financial assistance to prevent eviction and homelessness.
- Working with diverse populations, vulnerability, chronic issues, Domestic Violence.
- Collaborated with Social Services agencies, Emergency Housing providers, and community partner agencies to develop rapid re-housing policies; promoted positive working connections through communication and team collaboration. • Maintained compliance with State and Federal regulations, including submitting timely reports and meeting audit outcomes and deadlines; used excel spreadsheets and HMIS entries to maintain accurate data collection of program participants.
- Participated in all community partner and staff meetings, trainings, and complied with Fair Housing, HUD, State and local laws, to include HIPAA.
Education
Bachelor of Arts - Social Work
The Evergreen State College -
Olympia, WA 09.2015 - 06.2017
Associate of Applied Science - Human Services-Counseling & Chemical Dependency
Tacoma Community College -
Tacoma, WA 09.2011 - 06.2014
Skills
Compassion
Cultural awareness
Computer skills
Interpersonal Communication
Organization and Time management
Teamwork
Critical thinking
Tax Credit Specialist
Microsoft Office
Tenant rights
Case Management
Proficient in [Software]
Planning and Coordination
Client needs assessments
Social services
Affordable housing
Certification
Agency Affliated Counselor
Timeline
CPR
02-2021
Residential Housing Coordinator
Pioneer Human Services
11.2019 - Current
Substance Use Disorder Professional in Training
09-2019
Agency Affliated Counselor
02-2019
Mental Health and Chemical Dependency Professional
Comprehensive Life Resources
02.2017 - 09.2019
Bachelor of Arts - Social Work
The Evergreen State College -
09.2015 - 06.2017
WorkFirst Program Consultant
Courage360 (WWEE) -
04.2012 - 06.2017
Housing Specialist Lead/Family Permanency Project
Courage360 (WWEE) (Pierce County Housing Authority
01.2012 - 06.2017
Associate of Applied Science - Human Services-Counseling & Chemical Dependency
Tacoma Community College -
09.2011 - 06.2014