Housing Specilist
Open To Work
SUSAN MCDONALD
Transmittal Unit (HUS) – Public Engagement Unit
Bronx,USA
Work Preference
Desired Job Title
Outreach Specialist/ Community AssociatesCommunity AssociatesSpecialist/Community AssociatesIntern
Work Type
Full Time
Important To Me
Career advancement
9
years of professional experience
Dedicated housing services professional with expertise in case coordination, customer relations, and administrative operations. Demonstrates strong skills in case management, stakeholder engagement, and document verification, ensuring compliance with program requirements. Focused on building productive relationships with clients and community partners while delivering high-quality support and maintaining organizational efficiency.
People-oriented Customer Service Supervisor effective working independently to source leads and capture business. Demonstrated skills in networking and prospecting potential contacts. Handling fast-paced work and building trust to cement relationships with consumers and drive engagement.
Work History
- Processed housing voucher packages daily, ensuring accuracy, completeness, and timely submission for payment processing.
- Communicated with case managers every two days to identify documentation errors, provide status updates, and coordinate timely corrections.
- Scheduled and coordinated weekly check pickup appointments with brokers, landlords, and case managers to facilitate efficient payment distribution.
- Reviewed corrected voucher packages and promptly forwarded completed submissions to the Department of Homeless Services (DHS) for check issuance and processing.
- Prepare spreadsheets, reports, memos, and briefing materials as needed.
Outreach Specialist/ Community Associates
4 Years- Conducted intake interviews with landlords, gathered and reviewed required documentation, assessed housing needs, verified eligibility, and maintained accurate case records for pre-clearance processing.
- Tracked cases and maintained detailed records, monitored homeowner referral statuses, and completed follow-up activities to ensure timely case resolution.
- Built and maintained productive relationships with landlords, brokers, community partners, and internal stakeholders to expand housing opportunities for clients.
- Identified available rental units through phone outreach, email correspondence, field canvassing, and relationship-building with landlords and property managers.
- Liaised between landlords, brokers, and agency staff, investigating and resolving issues related to lost payments and missing documentation to facilitate smooth transactions.
- Collaborated with landlords to complete housing documentation with HPD and DOB.
- Tracked cases, maintained detailed records, monitored homeowner referral statuses, and completed timely follow-up activities to ensure efficient case resolution.
- Served as a liaison between landlords, brokers, and agency staff, investigating and resolving issues involving lost payments, missing documentation, and non-payment concerns.
- Represented organization at community outreach and resource events, leading public engagement initiatives and supervising a special project for the Public Engagement Unit.
- Demonstrated strong organizational, communication, investigative, and customer service skills while managing multiple priorities in a fast-paced housing environment.
Community Associates
2 Years 2 Months- Use different computer systems to address and resolve inquiries while communicating with callers. This involves operating several Human Resources Administration (HRA) systems, including the Welfare Management System (WMS), New York City Work Accountability and You (NYCWAY), Paperless Office System (POS), and HRA One Viewer. These systems help identify the necessary steps to assist residents with their issues.
- The text highlights the need to assist applicants in completing the Cash Assistance (CA) and Supplemental Nutrition Assistance Program (SNAP) application processes.
- Prepare and document case comments in the WMS related to the budget and actions taken on applicants' SNAP benefits, ensuring they are linked with Cash Assistance and recertification as needed.
Specialist/Community Associates
3 Years 6 Months- Verified and enrolled program applicants through walk-in, telephone, and electronic referrals, ensuring timely and accurate application processing.
- Reviewed and validated eligibility documentation to ensure compliance with Fair Fares program requirements and agency policies.
- Conducted interviews, assessed applicant eligibility, and explained program benefits, enrollment procedures, and required documentation.
- Delivered customer service by responding to participant inquiries, resolving application issues, and guiding applicants through enrollment process, ensuring a positive experience.
- Maintained accurate participant records by entering and updating information in the enrollment database while ensuring data integrity and confidentiality.
- Monitored application status and verified completion of enrollment requirements, following up with applicants to secure missing documentation and enhance application accuracy.
- Collaborated with supervisors and community partners to address enrollment issues and enhance service delivery, fostering a supportive enrollment environment.
- Managed high-volume caseloads while meeting productivity goals, maintaining accuracy, and adhering to established timelines.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Optimized inventory management, minimizing waste and reducing costs.
- Restructured customer service process, ensuring quicker response times.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Initiated sustainability program, reducing company's environmental impact.
- Improved team collaboration by initiating regular strategy meetings.
Intern
2 Months- Created instructional manual to onboard new interns in the department.
- Reviewed and edited contracts for alignment with department standards and compliance.
- Verified accuracy of external programs to ensure reliability and effectiveness for the unit.
Intern
1 Year 1 Month- Supported Operations team in processing and collecting documentation for Freedom of Information Law (F.O.I.L.) requests, ensuring timely and accurate responses.
- Monitored FIA job placement website to connect Cash Assistance clients with job opportunities, fostering self-sufficiency.
- Contributed to Employee Motivation Committee to enhance work environment and streamline processes.
Intern to the Director of Program Initiatives
1 Year 1 Month- Reviewed agency forms and documents for plain language to enhance client understanding.
- Attended operational meetings and documented notes that supported Director and Operations team in strategic program planning.
- Created detailed spreadsheets in Microsoft Excel for tracking and planning operations.
Education
Bachelor of Business Administration - Business Management
Skills
Housing Case Management
Data entry
Data management
Client Support Services
Community engagement
Public resources
Case management
Housing resources
Microsoft office
Public services and programs
Collaboration and teamwork
Community outreach programs
Timeline
Outreach Specialist/ Community Associates
New York City Human Resource Administration (HRA)
06.2022 - 06.2026Read More
Community Associates
Redeployed Jos Worker
04.2020 - 06.2022Read More
Specialist/Community Associates
Fair Fares: Enrollment
12.2018 - 06.2022Read More
Intern
Career Services, Contract Management & Education Services
09.2018 - 11.2018Read More
Intern
Family Independence Administration Operations
07.2017 - 08.2018Read More
Intern to the Director of Program Initiatives
Office of the Chief Program Officer
07.2017 - 08.2018Read More
Transmittal Unit (HUS) – Public Engagement Unit
Read More
Monroe College
Bachelor of Business Administration from Business Management
Read More