Emergency Rental Assistance Intake Reviewer
Indianapolis, IN, US, 46204
Work for Indiana
Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.
At the State of Indiana, we don’t just talk about diversity and inclusion - Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process, as well as perform the essential functions of a role.
Next Level benefits at the State of Indiana are here! Be sure to review our expanded benefit package offerings below.
Agency Statement:
The Indiana Housing and Community Development Authority (IHCDA) is a quasi-agency of the State of Indiana and is committed to serving the entire spectrum of housing, from homelessness to homeownership. Our charge is to provide housing opportunities, promote self-sufficiency and strengthen communities, in order to build an Indiana with a sustainable quality of life for all Hoosiers in the community of their choice. To learn more about IHCDA visit us at www.in.gov/ihcda.
Salary Statement:
The salary for this position is commensurate with education or work experience.
Role Overview:
The Indiana Emergency Rental Assistance Program (IERA) provides rental and utility assistance to eligible Hoosiers to provide stable housing for low-income households. The IERA Eligibility Reviewers review applicant intake files and documents to determine eligibility per program guidelines. Reviewers communicate with landlords and renter applicants to obtain needed documents, and they determine benefit amounts to set up payments for each application.
A Day in the Life:
The essential functions of this role are as follows:
- Provide exemplary customer service to applicants and associated vendors by answering general program questions and providing status updates on applicant’s file;
- Provide technical assistance to applicants and vendors when necessary to help navigate through the online portal for rental assistance;
- Escalate issues to supervisor for resolution;
- Maintain confidentiality throughout the process;
- Review assigned files to determine eligibility and gather any needed documents from associated vendors such as landlords;
- Alert supervisor or designee to potential issues of fraud, waste, or duplication of benefits;
- Determine the benefit amount to be paid for each type of assistance;
- Create payment review for each applicant;
- Clearly communicate to the applicant and associated vendors throughout the process and also communicate benefit amounts;
- Meet stated turn-around times and quality metrics for file completion;
- Participate in Continuous Improvement activities and other IHCDA-hosted training or professional development opportunities;
- Assist clients, partners, state agencies, and departments in a friendly and efficient manner;
- Assist with training or technical assistance for new staff.
- Attend regular training on the program or systems used for the program;
- Assist with updating SOPs, training manuals, and other program documents;
- Comply with all policies of IHCDA;
- Other duties as assigned.
What You'll Need for Success:
You must meet the following requirements to be considered for employment:
- Bachelor’s Degree preferred (or six years of relevant work experience may be substituted for degree);
- Prefer 1-2 years in experience in state or federally-funded benefits programs, customer service work, or other non-profit program work;
- Prefer experience with Salesforce software or similar database programs;
- Advanced communication skills and the ability to communicate with staff, external clients, and those with diverse backgrounds, education, and economic levels;
- Ability to be a leader, to make decisions, and to take initiative in performing all duties;
- Ability to juggle multiple requests and meet multiple deadlines;
- Ability to work well in a team environment and independently; needs minimal supervision to complete job tasks;
- Detail-oriented and able to be accurate with data at all times;
- Ability to be proactive in anticipating and alerting others to problems with files;
- Demonstrates customer service orientation;
- Must be able to prioritize, organize tasks and time, and follow up;
- Performs responsibilities efficiently and timely;
- Be proficient in basic computer skills, i.e. Microsoft Word, Excel, PowerPoint, and Internet usage (e-mail).
Supervisory Responsibilities/Direct Reports:
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefit package for full-time employees which includes:
- Three (3) medical plan options (including RX coverage) as well as vision and dental plans
- Wellness Rewards Program: Complete wellness activities to earn gift card rewards
- Health savings account, which includes bi-weekly state contribution
- Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities
- Deferred compensation 457B account (similar to 401k plan) with employer match
- Two (2) fully-funded pension plan options
- A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
- 150 hours of paid new parent leave
- Up to 15 hours of paid community service leave
- Combined 180 hours of paid vacation, personal, and sick leave time off
- 12 paid holidays, 14 on election years
- Education Reimbursement Program
- Group life insurance
- Referral Bonus program
- Employee assistance program that allows for covered behavioral health visits
- Qualified employer for the Public Service Loan Forgiveness Program
- Free Parking for most positions
- Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruit, select, develop, and promote employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.
If you are a qualified individual with a disability and require reasonable accommodation in completing this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected].
The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.
Nearest Major Market: Indianapolis
