Homeownership Housing Counseling Intake Specialist

Description

The primary purpose of this position is to develop strong partnerships with clients and the Homeownership Counselors. This position plays a critical role in moving applicants through the homeownership intake and counseling pipeline efficiently and equitably. This role will provide the clients with the best possible service and knowledge to enter the Home Journey Counseling program. The Intake Specialist will also provide strong support to the Homeownership Counselors in assisting them to better serve the clients through the process of Homeownership. 

The Homeownership Housing Counseling Intake Specialist will work in partnership with the Senior Program Manager to coordinate strategic outreach efforts to ensure program participants represent diversity in the Omaha community. The Intake Specialist contributes towards strong partnerships between Habitat for Humanity of Omaha, referrals, and pilot partner organizations. The Intake Specialist needs to be compassionate, detail-oriented, and capable of managing high volumes of data and communication, all while maintaining a human-centered approach.

Requirements

Principle Duties: 

• Monitor and respond to all Home Journey questionnaires through Forms Assembly.
• Respond promptly to inquiries via phone, email, and in-person visits.
• Collect, review and manage all documentation needed to begin the counseling process. 
• Provide regular follow-up and reminders to applicants to submit required documentation or attend counseling sessions.
• Enter and maintain accurate documentation in electronic database. 
• Conduct weekly and/or monthly in-person intake events. 
• Guide applicants through the intake process with clarity, empathy, and efficiency.
• Develop processes for intake that create efficiency for the families applying. 
• Ensure counseling client data is accurate and available for cross-developmental reporting. 
• Establish a structured system for tracking Key Performance Indicators (KPIs) to ensure timely follow-up with counseling clients regarding the next steps, while also responding promptly to current inquiries.
• Establish strong partnerships with Counselors and partner agencies to ensure a steady pipeline of households. 
• Integrate program feedback by developing and implementing recommended changes towards best practices in the industry. 
• Outreach: Present to different partnering agencies about the Home Journey Program and opportunities. 
• Retrieve, maintain, record the following: weekly, quarter, annual reporting, and audit for the counseling team. 
• Create maintain and record homeownership program SOPs. 
• Other duties as assigned. 

Supervising Duties: 

• None. 

Experience, Abilities, and Qualifications:

• At least 2 years of applicable work experience or bachelor’s degree in related field. 
• Demonstrated experience with Microsoft Office (Excel, Word, Outlook, PowerPoint, Publisher, etc.). 
• Excellent oral, written, and interpersonal communication skills with a varied audience. 
• Strong administrative and organizational skills. 
• Goal-orientated, success driven, professional, outgoing and self-starting. 
• Demonstrate success in building relationships with culturally diverse groups of people. 
• Ability to work cooperatively in a team environment. 

Equal Opportunity Policy: 

Habitat for Humanity of Omaha (Habitat Omaha) actively recruits, employs, trains, and compensates employees regardless of race, color, religion, sexual orientation, gender identity or expression, gender, national origin, age, disability, genetics or veteran status.  In addition to federal law requirements, Habitat Omaha complies with applicable state and local laws governing nondiscrimination in employment in every location.  This policy applies to all terms and conditions of employment, including workplace harassment.  

At Habitat Omaha, we have a clear vision to be the place where a diverse mix of talented people want to come, to stay, and to do their best work.  Our vision is to see a world where everyone has a safe, affordable place to live, and we know our company runs on the hard work and dedication of our passionate and creative employees.  Our dedication to promoting diversity, multiculturalism and inclusion is clearly reflected in the work that we do externally in the community, as well as internally with our employment practices.