Program Specialist (Ombudsman's Office)

Program Specialist:

The Housing Opportunities Commission of Montgomery County (HOC) was established in 1974 to better respond to the County's need for affordable housing. HOC is authorized to acquire, own, lease, and operate housing; to provide for the construction or renovation of housing; obtain financial assistance from any public or private source to assist its housing activities; and arrange for social services, resident services, and daycare.

Job Description:

This is a professional position working under the direction of the Chief Ombudsman Officer and is responsible for reviewing and assessing issues and concerns regarding compliance of program regulations for the agency's Housing Choice Voucher and other affordable housing programs and services. The position performs research and review regarding allegations of program non-compliance, fraud, waste or abuse by program participants and property owners brought to the attention of the Ombudsman Office.

The position requires advanced working knowledge of federal housing programs, fair housing laws, including legal and regulatory compliance issues and non-discrimination policies. The work involves examination of details, investigation and application of regulations and procedures to maintain conformity with program compliance requirements. This professional position has a direct impact on the quality of services provided to internal and external contacts to include, applicants, program participants, landlords, partners the community and federal, state and local officials. Federal, State and local regulations along with policies and procedures are available to assist in the work efforts, however do not cover all situations encountered. The position requires the incumbent to participate in problem solving and decision making after considering several factors such as identifying customer compliance issues, evidence of the same and surrounding events in conjunction with program rules and regulations. Excellent interpersonal skills are required to include communicating effectively and tactfully. The incumbent will review complaints to determine the outcome based on agency, local, federal, and state guidelines. The incumbent will provide program oversight and provide informed responses to internal and external complaints from local, state and federal officials.

The position performs research and reviews regarding allegations of program non-compliance, fraud, waste or abuse by program participants and property owners brought to the attention of the Ombudsman Office. This position provides technical assistance and support to management in a variety of matters related to planning activities, developing, implementing, and monitoring of program information. Additionally, the incumbent conducts special reviews of sensitive issues, as assigned, which may require immediate attention. The incumbent must have working knowledge of federal housing programs. A review of income calculations and repayments is required.

The incumbent will prepare and review requests for program termination. A hearing packet is required. The packet will include all supporting documentation along with program rules and regulations to support the program termination. Hearings for non-program compliance will be scheduled with the external Hearing Officer.

The incumbent must have the ability to plan and organize the direct flow of information related to internal and external complaints and inquiries. This work has a direct impact on the peaceful enjoyment of community living. The incumbent will be required to review files for accuracy to include calculation of income and repayment agreements. The work may result in recovery of funds, establishment of repayment agreements, customer termination and or eviction and/or service agreements.

Contacts are with all levels of HOC employees, and with a wide variety of individuals within and outside the agency including program participants, homeowners, attorneys, Homeowner Associations ("HOAs"), community groups, property managers, and local, state and federal officials. The position requires highly developed communication abilities with enhanced customer-focused customer service skills.

Example of Duties:

• Receive, handle, and respond to complaints from outside agencies, the public sector, community organizations, internal staff and other sources.
• Conducts investigation and examination of individual case circumstances to determine if program infractions, lease violations or other infringements have occurred.
• Coordinate and interact with Security Coordinator, Property Managers, Resident Counselors, other internal and external sources to include the police and postal service on issues related to community concerns, criminal activities, and lease violations
• Work with staff level county officials including social services agencies and the police throughout the investigation process.
• Conduct investigations referred to HOC from community members, HOAs, and Neighborhood Watch programs.
• Research current and historical files as well as police records, postal verifications, and other sources to conduct a thorough investigation.
• Coordinate program and lease enforcement actions throughout the process: investigation, presentations, informal hearings, case conferences, evictions, and court appearances.
• Perform duties as required in the HOC Grievance Procedures, Housing Choice Voucher Administrative Plan, HOC policies, and HUD regulations.
• Develop and implement data and compliance reporting systems.
• Maintain a database of all programs and lease violations providing periodic reports on program enforcement activities and prepare monthly, quarterly and annual report of all Program and Lease Enforcement actions by demographics, cause, and final outcome.
• Represent the agency at meetings.
• Must possess excellent written and oral communication skills.
• Perform other duties as assigned.

Minimum Qualifications

Experience:

• At least five years' experience in a federally subsidized affordable housing program such as Housing Choice Voucher, Tax Credit or other subsidized housing programs. Knowledge of Federal, State and local landlord/tenant laws and the judicial system, as well as local codes and laws.

Education:

• Graduation from an accredited college or university with a Bachelor's Degree in Social Sciences, Business Administration, Public Administration or related field.

Licenses and Certifications:

• Certification for the Low Income Housing Tax Credit (LIHTC) Program is required. Individuals must have passed or will pass within six (6) months of hire the LIHTC Program regulations certification exam.
• Must possess a valid Maryland driver's license and vehicle.

Knowledge, Skills & Abilities:

• Knowledge of federal housing programs guidelines and regulations, Federal, State and local landlord/tenant laws, and judicial system, and local codes and laws.
• Ability to review and calculate income and repayment agreements for housing programs.
• Ability to evaluate policy and regulations in line with program structure.
• Excellent interpersonal skills and the ability to interact with people of varied backgrounds and with a variety of audiences and strong customer service skills required.
• Ability to communicate well, both orally and in writing.
• Strong interviewing and counseling skills.
• Property management, affordable housing, marketing and training experience helpful.
• Ability to use advanced computer programs to include Microsoft office and Google Suite applications.
• Ability to attend evening meetings is required.
• Foreign language ability desirable.

* Grade 22 - Min: $65,624 / Mid: $86,890 / Max: $108,138 | Salary determined by departmental budget - Offer commensurate with experience.

HOC is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. HOC promotes a drug-free workplace.

HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results.