Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Rikki Craft

Rikki Craft

Auburn,WA

Summary

Attentive and adaptable Senior Housing Specialist skilled in effective property management. Expert in fulfilling legal and contractual obligations to tenants and leaseholders. History of success in demanding environments. Passionate about affordable and accessible housing, hoping to transition into a management role utilizing my 10+ years of customer service and housing experience.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Housing Specialist

King County Housing Authority
Tukwila, WA
06.2022 - 02.2023
  • Found affordable housing options for 500+ people and families.
  • Responded to complaints and members' inquiries to improve service delivery.
  • Maintained residential tenancy agreements for renewal or termination following program guidelines.
  • Verified assets and income for applicants.
  • Communicated with housing managers and rental agencies on behalf of clients.
  • Investigated key breaches of tenancy contracts.
  • Assessed eligibility of applicants in accordance with predetermined criteria to fill vacancies.
  • Assisted clients with permanent housing transitions.
  • Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
  • Made referrals to utilize community resources for resident's needs.
  • Maintained accurate records and documented client data in company databases.
  • Assisted homeless and low-income applicants in correctly filling out subsidy applications and/or Low-Income Housing Tax Credit paperwork
  • Formed equitable and compatible partnerships to increase awareness of housing for economic competitiveness.
  • Interviewed applicants onsite and outreaches people in shelters, hospitals, jails, and the street as needed
  • Coordinated with other departments to incorporate updated Public Indian Housing (PIH) notices, changes to CFR, and other regulatory requirements
  • Maintained a highly proficient knowledge of detailed federal leased housing regulations, specifically, Public Housing, Project Based Section 8 and Section 8 Voucher Programs as well as working knowledge of portability procedures and the Family Self-Sufficiency Program
  • Compiled and prepare all applicable reports for HUD including MTCS entries/adjustments, occupancy reports, HAP roll report and utility reimbursement register, etc
  • Maintained positive and constructive external relations with community and real estate organizations, property owners and prospective sources of eligible residents and rental information
  • Work closely with Resident Services department to engage and assist families at risk for eviction or termination
  • Participated with other service providers, staff, and volunteers in communicating and coordinating available services
  • Prepared monthly reports, as directed, for monthly board meetings
  • Recommended expenditures for inclusion into the agency’s budget
  • Provided recommendations for edits to current organizational policies
  • Provided general information to interested parties regarding subsidized housing programs including eligibility requirements, application process, waiting list status, and housing policies
  • Determine resident eligibility, calculate rent and initiate leasing or voucher process
  • Re-verified, as necessary, relevant information of annual income, family composition, allowable deductions, and allowances
  • Assured complete and accurate information by accepted verification methods
  • Performed background checks with police, courts, and credit references regarding entire family
  • Determined continued income eligibility and preference status
  • Sent, received, and confirmed third party verification
  • Determined eligibility, prepare contracts, and accept property owners and their properties into leased housing programs
  • Processed all reports and correspondence associated with leasing, recertification, and portability processes
  • Computed property owner HAP payments for programs
  • Completed and maintain waiting lists, issue vouchers, withdrawals and periodically purge the waiting list
  • Performed interim and annual re-certifications of all leased housing residents
  • Mediated issues between property owners, residents, and the agency’s leased housing programs
  • Investigated and developed documentation in conjunction with policies and procedures relating to all programs in the rental assistance department
  • Maintained resident selection function for timely operation of vacancy status
  • Responded to complaints, schedule appointments, and provide general information relative to leasing function
  • Completed rental, utility and marketing surveys as required
  • Computed Repayment Agreement amounts
  • Calculated tenant Escrow accounts for each rent change and recertification and prepare information for deposits into individual accounts.
  • Built partnerships with related organizations to develop support and gain greater attention for important issues.
  • Educated clients on lease and rental agreements.
  • Performed statistical collection to track tenant communication and applicant data.

Housing Specialist

Tacoma Housing Authority
Tacoma, WA
11.2021 - 06.2022
  • Assisted homeless and low-income applicants in correctly filling out subsidy applications and/or Low-Income Housing Tax Credit paperwork
  • Interviewed applicants onsite and outreaches people in shelters, hospitals, jails, and the street as needed
  • Coordinated with other departments to incorporate updated Public Indian Housing (PIH) notices, changes to CFR, and other regulatory requirements
  • Maintained a highly proficient knowledge of detailed federal leased housing regulations, specifically, Public Housing, Project Based Section 8 and Section 8 Voucher Programs as well as working knowledge of portability procedures and the Family Self-Sufficiency Program
  • Compiled and prepared all applicable reports for HUD including MTCS entries/adjustments, occupancy reports, HAP roll report and utility reimbursement register, etc
  • Maintained positive and constructive external relations with community and real estate organizations, property owners and prospective sources of eligible residents and rental information
  • Worked closely with Client Support & Empowerment (CSE) staff to engage and assist families at risk for eviction or termination
  • Participated with other service providers, staff, and volunteers in communicating and coordinating available services
  • Prepared monthly reports, as directed, for monthly board meetings
  • Recommended expenditures for inclusion into the agency’s budget
  • Provided general information to interested parties regarding subsidized housing programs including eligibility requirements, application process, waiting list status, and housing policies
  • Determined resident eligibility, calculate rent and initiate leasing or voucher process
  • Re-verified, as necessary, relevant information of annual income, family composition, allowable deductions, and allowances
  • Assured complete and accurate information by accepted verification methods
  • Performed background checks with police, courts, and credit references regarding entire family
  • Determined continued income eligibility and preference status
  • Sent, received, and confirmed third party verification
  • Determined eligibility, prepared contracts, and accepted property owners and their properties into leased housing programs
  • Processed all reports and correspondence associated with leasing, recertification, and portability processes
  • Computed property owner HAP payments for programs
  • Completed and maintained waiting lists, issue vouchers, withdrawals and periodically purge the waiting list
  • Performed interim and annual re-certifications of all leased housing residents
  • Mediated issues between property owners, residents, and the agency’s leased housing programs
  • Investigated and developed documentation in conjunction with policies and procedures relating to all programs in the rental assistance department
  • Maintained resident selection function for timely operation of vacancy status
  • Responded to complaints, scheduled appointments, and provided general information relative to leasing function
  • Completed rental, utility and marketing surveys as required
  • Computed Repayment Agreement amounts
  • Calculated tenant Escrow accounts for each rent change and recertification and prepare information for deposits into individual accounts.

Rental Office Facilitator

Plymouth Housing
Seattle, WA
09.2019 - 11.2021
  • Assisted homeless and low-income applicants in correctly filling out subsidy applications and/or Low-Income Housing Tax Credit paperwork
  • Interviewed applicants onsite and outreaches people in shelters, hospitals, jails, and the street as needed
  • Ensured that all applicant and partner agency inquiries were responded to in a timely manner, including monitoring the office voice mail and responding promptly to messages
  • Maintained records of all contact with clients including updating notes in the tenant database and application tracking tools
  • Screened applicants for eligibility
  • Communicated timely with applicants regarding denials and appeals processes
  • Worked with applicants to obtain income verification, homeless verification, and other necessary eligibility information
  • Applied 3rd party verification techniques where appropriate
  • Tracked the status of pending applications and move-ins
  • Reviewed requests and obtained documentation of reasonable accommodation needs
  • Tracked reasonable accommodation requests
  • Informed staff, tenants, and applicants of the results of the reasonable accommodation requests, uploading them into the Agency database
  • Communicated with Building Management, Social Services, and referring agency to schedule move-ins
  • Communicated with outside agencies to coordinate applicant referrals
  • Responded to inquiries from the public about low-income housing and offers referral information for a wide spectrum of community services
  • Continually expanded knowledge of services and housing options for homeless and/or low- income households by visiting and developing relationships with other agencies as well as communicating by phone
  • Used resource manuals and the internet to obtain information regarding services for applicants and tenants
  • Assisted applicants in obtaining the relevant documentation needed for placement within Plymouth and may contact other agencies and organizations on behalf of the applicant
  • Prepared and presented information to Plymouth’s appeals committee for applicants submitting an appeal following initial eligibility screening or application denial
  • Built effective relationships with homeless and low-income people seeking services; provides referrals to services and community resources
  • Tracked applicants’ and tenants’ requests for accommodations and communicated with the building teams about approved accommodations
  • Performed general office duties including reception, application processing, data entry, filing, making copies and answering telephone
  • Entered all application processing benchmarks into Agency database
  • Maintained applicant database and files, documenting all activity
  • Kept daily records of activities and contact with applicants and enters this information into Agency database
  • Completed other records and reports as directed by the Rental Office Manager
  • Prepared applicant files for submission to Compliance Department
  • Ensured that files were accurately and timely completed prior to submission
  • Processed incoming Rental Office mail and email on a daily basis including date/time stamps as appropriate
  • Developed and maintained relationship with Seattle Housing Authority and others to ensure the needs of Plymouth and prospective tenants are being met
  • Ensured leasing and transfer compliance with funding source requirements (i.e., HUD, City, State, and Low-Income Housing Tax Credit.)
  • Assisted Compliance Department when requested, i.e., reviewing paperwork for accuracy, filing, assisting with reports, archiving, etc.

Volunteer Program Coordinator-Teen Link

Crisis Connections
Seattle, WA
01.2019 - 09.2019
  • Coordinated and managed the scheduling of 150+ teen volunteers for outreach events and the Teen Link hotline
  • Conducted an info session monthly, in which new applicants were given information about joining Teen Link
  • Responded to inquiries via email and from interest garnered at outreach events, regarding becoming a volunteer
  • Screened potential applicants in person or via phone, accept or deny them and alert them via email
  • Facilitated outreach meetings for 150 volunteers monthly, in which subjects such as bullying, self-harm, suicide and other major and minor issues that affect adolescents are discussed
  • Coordinated and facilitated 3 Phone Worker trainings annually, including contacting outside presenters as well as presenters employed by Crisis Connections
  • Attended and hosted a table at community events such as health fairs, school fairs and events geared towards teens and mental health and enrich the public about Teen Link, including stats about adolescent suicide and crisis prevention Send out monthly outreach emails via MailChimp with updates as to what is happening in Teen Link Recruit Adult and Youth Volunteers
  • Created and updated training content covering topics such as boundaries, self-harm and how to work on a helpline
  • Scheduled and developed program activities in accordance with program needs.
  • Utilized appropriate promotional or marketing methods to recruit program participants, members and volunteers.
  • Conducted research and planning necessary to assist with program evaluation, assessment, and annual reports.
  • Collaborated with community leaders, organizations and public agencies to promote programs within community.
  • Reviewed applications and documentation independently or in conjunction with supervisor to make decisions pertaining to programs.
  • Facilitated educational workshops, meetings and conferences associated with program.
  • Delegated tasks to staff and volunteers during daily activities and organized events.
  • Developed brochures, newsletters and flyers to create promotional literature for program.

Building Assistant

Plymouth Housing
Seattle, WA
03.2018 - 09.2019
  • Maintained security of the facility by monitoring and tracking resident, vendor, and guest entrance and exits
  • Supported guest privacy, handling sensitive information including residence logs, confidential verbal and written electronic communications according to organizational policy and HIPPA law
  • Provided resident referrals to case managers or community partners when appropriate
  • Supported harm reduction policies by providing clean medical and contraceptive supplies, as well as disposal of used medical supplies
  • Administered Narcan overdose prevention medication, contact medical personnel at client request
  • Maintained accurate communications with residents, vendors, and management via verbal or written means
  • Performed janitorial, sweeping, mopping, trash removal and cleaning duties.
  • Responded to facility inquiries and complaints promptly to take corrective action for verified problems.

Learning and Development Coordinator

Boeing
Seattle, WA
10.2016 - 01.2019
  • Provided education and training, using multiple databases to monitor student progress
  • Was Responsible for the training of over 7800 employees per year
  • Ensured current employees were in compliance with training standards as required by Boeing, The FAA and other regulatory agencies
  • Delivered exceptional customer service by validating and addressing concerns and questions and escalating when appropriate
  • Protected sensitive client information according to confidentiality protocols
  • Proctored tests, effectively communicating technical policies and procedures
  • Managed organization and documentation of physical and electronic client files
  • Monitored training costs to maintain training budget.
  • Delivered training material to diverse audiences of both blue and white-collar professionals.
  • Designed training modules implementing strategic business practices and organizational behavior training concepts.
  • Created testing and evaluation procedures to assess performance before, during and after training sessions.
  • Conducted evaluations of training courses to uncover areas in need of improvement.
  • Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.

Digital Content Creator

African American Reach and Teach Health
Renton, WA
09.2018 - 11.2018
  • Developed an online database including surveys, scholarship forms, event metrics, and project management program
  • Monitored project development and growth, ensuring completion by deadline
  • Incorporated feedback from designers, owners, and inspectors into digital content
  • Consulted with clients, facilitating relationship development and proactive customer service
  • Used data analysis and reporting tools to identify customer insights and optimize content performance.
  • Posted original content to client website, updating pages to align with current branding strategies.
  • Studied target audience and business offerings to devise effective call-to-action copy.
  • Worked closely with marketing, advertising and management teams to plan ideal timing for campaigns.

Database Design Architect

Washington Rock Quarries Inc
Orting, WA
10.2015 - 05.2016
  • Built a unique tracking database to maintain a record of equipment service and technical operations Addressed client concerns, facilitating timely resolution through effective problem solving
  • Prepared and presented technical proposals, reports, and sharing of operations data for clients
  • Collaborated with management personnel to analyze quality and efficiency of operations
  • Researched regulatory requirements, including federal, state and local requirements and company policies
  • Designed and executed maintenance procedures, including database upgrades, patch management and system backups.
  • Worked independently to perform routine database maintenance and performed specialized tasks required by development team.
  • Researched and suggested new technologies to improve data management.
  • Collected, outlined and refined requirements, led design processes and oversaw project progress.
  • Trained non-technical users and answered technical support questions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Lead Customer Service Advisor

Jiffy Lube
Bonney Lake, WA
04.2014 - 09.2015
  • Ranked in the top 5 most effective CSA's out of 150 representatives
  • Exceeded personal sales goals for three quarters in a row
  • Researched and followed national and regional trade news for product development training as defined by territory needs
  • Recruited, hired, developed, and retained retail talent for the company
  • Directed weekly staff meetings
  • Inspired accountability in team members for achieving brand and individual performance goals
  • Trained five new employees quarterly on company customer service policies and service level standards
  • Sought opportunities to up-sell and add-on additional merchandise
  • Balanced the needs of multiple customers simultaneously in a fast-paced retail environment
  • Processed an average of 25 transactions each day in a timely manner
  • Compiled weekly monetary reports and records for store managers
  • Managed daily store operations, including cash flow and accounting, staffing, logistics, and technical operations
  • On-boarded new staff and completed employee evaluations for customer service advisors, and pit tech positions
  • Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Oversaw customer support services for multiple locations.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.

Education

Bachelor of Arts - Psychology and Criminal Justice

University of Washington
true
01.2024

High School Diploma -

Clover Park High School
Lakewood, WA
06.2010

Associate of Arts - Social Work

Eastern Gateway Community College
Steubenville, OH

Skills

  • Database design
  • Project management
  • Self-Motivated
  • Proficient using graphic design software
  • Employee education
  • Operations management
  • Adept with MS Office Suite
  • Fair Housing
  • Training Facilitation
  • Trauma Informed Care
  • Salesforce
  • Federal tax credit program
  • Low Income Housing
  • Technical research support
  • Training facilitation
  • Relationship management
  • Scheduling and planning
  • Safety and security
  • Strong verbal and written communication
  • Contract management logistics
  • Online Training Content Designer
  • Tax Credit Paperwork
  • Detail-oriented
  • Collaborative and adaptable
  • Recruitment Designer
  • Employee Performance Improvement
  • Administrative support
  • Customer service
  • Time management
  • Adolescent communication
  • Volunteer Management
  • Volunteer Recruitment
  • Compliance
  • Vacancy Management
  • Emotional Awareness
  • Conflict Resolution
  • Friendly, Positive Attitude
  • Active Listening
  • Microsoft Office
  • Customer Service
  • Training & Development
  • Supervision & Leadership

Certification

  • Fair Housing Training -2022, 2023
  • HUD Customer Service Training - 2022
  • HUD Fraud Training - 2022

Timeline

Senior Housing Specialist

King County Housing Authority
06.2022 - 02.2023

Housing Specialist

Tacoma Housing Authority
11.2021 - 06.2022

Rental Office Facilitator

Plymouth Housing
09.2019 - 11.2021

Volunteer Program Coordinator-Teen Link

Crisis Connections
01.2019 - 09.2019

Digital Content Creator

African American Reach and Teach Health
09.2018 - 11.2018

Building Assistant

Plymouth Housing
03.2018 - 09.2019

Learning and Development Coordinator

Boeing
10.2016 - 01.2019

Database Design Architect

Washington Rock Quarries Inc
10.2015 - 05.2016

Lead Customer Service Advisor

Jiffy Lube
04.2014 - 09.2015

Bachelor of Arts - Psychology and Criminal Justice

University of Washington

High School Diploma -

Clover Park High School

Associate of Arts - Social Work

Eastern Gateway Community College

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Rikki Craft