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Information and Referral Counselor

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Published 21 days ago

 FLSA Status: Non-Exempt, Hourly Position

Reports to: Executive Director

Supervises: N/A

ABOUT WHRC:

POSITION SUMMARY:  

The Information & Referral Counselor provides accurate, comprehensive information and referral services to callers on the Homeownership Hotline AKA the statewide Foreclosure Prevention Hotline. Calls are typically from homeowners who are behind (in default/delinquent) on their home mortgage payments or their property taxes, from tenants who are renting a home that has received a foreclosure notice, or from individuals interested in learning about home buying programs in Washington State.


ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE:

§ Answer the Homeownership Hotline and provide information and referral related to Hotline services.

  • Consistently collect contact, loan, and demographic information from callers and enter into SharePoint database.
  • Explain the foreclosure prevention process and homeowner rights and responsibilities
  • Assess caller needs and circumstances and refer to appropriate agencies and service providers

o   Liaise with community-based agencies to ensure clients (especially seniors) with additional challenges are connected to and served by community-based agencies.

  • Follow up with clients by telephone, email, and/or online survey to resolve issues and collect customer service and outcomes feedback

§ Ensure up-to-date, accurate, relevant referral information related to WHRC service.

o   Research and compile up-to-date information on resources available to homeowners impacted by COVID-19. 

  • Survey service providers statewide and update referral database, portal, and website as needed for general referral information related to WHRC services.

§ Assist with enhancement of web portal management

  • Liaise with executive director, software developers, security testing consultants to ensure online portal development proceeds in timely fashion consistent with WHRC goals.
  • Run data queries as needed and provide reports, graphs, or other presentation to support WHRC reporting and outreach.
  • Participate in regular training as required to maintain all appropriate certifications
  • Attend regular staff meetings and any partner or sector meetings as assigned
  • Other duties as assigned


SUPERVISORY RESPONSIBILITIES:

This position has no supervisory requirements.


COMPETENCIES:


To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data;

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Case Management - Develops action plans; Coordinates projects; Communicates changes and progress;

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Cost Consciousness - Contributes to profits and revenue; Conserves organizational resources.

Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment;

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and with high ethical standards; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values;

Judgement – Exercises good judgment in general and in client, co-worker, and partner interactions.

Motivation - Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Asks for and offers help when needed.


QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                                            

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills                                                       

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write correspondence and other business documents. Ability to effectively present information in one-on-one and small group situations to partners, clients, and other employees of the organization.

Mathematical Skills                                                               

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability                                                   

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills                                                       

MS Office (Word, Excel, Outlook), intermediate level. PowerPoint. Ability to learn and operate database software.

Interpersonal Skills

Ability to respond to people in crisis with patience and diplomacy. Ability to maintain appropriate boundaries while interacting with compassion and empathy. 

Certificates, Licenses, Registrations

NeighborWorks Center for Homeownership Education and Counseling Certification in Foreclosure Intervention and Default Counseling or HUD Housing Counselor Certification. Must be completed within one year after hire.


PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.


Work Environment:

While this is not considered a remote position, WHRC staff are currently working from home in response to the COVID-19 pandemic. When it is safe to do so, WHRC will work with employees to transition to office-based work. Some ability to work from home a portion of the time may continue for some employees, depending on preference, performance, and job responsibilities. We are striving to re-open in a way that meets the need of the organization and our employees.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate


Compensation:

This is an hourly, non-exempt position. The hourly rate is $18-$20 per hour. WHRC staff are employees of Parkview Services and have all benefits afforded to Parkview employees, including: access to medical, dental, and vision insurance, short term and long term disability, life insurance, and generous vacation and sick leave.

Please submit cover letter and resume to info@homeownership-wa.org by 11:59 on Sunday, April 25, 2021. Resumes are reviewed as submitted.

 FLSA Status: Non-Exempt, Hourly Position

Reports to: Executive Director

Supervises: N/A

ABOUT WHRC:

POSITION SUMMARY:  

The Information & Referral Counselor provides accurate, comprehensive information and referral services to…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    May 16, 2021
  • Application Deadline
    April 25, 2021
  • Education
    High School Diploma Required

Salary

$37,440 - $41,600

Benefits

WHRC employees have access to medical, dental, and vision insurance, short term and long term disability, life insurance, and generous vacation and sick leave. 

WHRC employees have access to medical, dental, and vision insurance, short term and long term disability, life insurance, and generous vacation and sick leave. 

Location

Temporarily Remote
Work must be performed in or near Shoreline, WA
Associated Location
17544 Midvale Ave N, Shoreline, WA 98133, USA
Suite 202

How to Apply

Please submit a resume and cover letter to info@homeownership-wa.org by Sunday, April 25, 2021.

Please submit a resume and cover letter to info@homeownership-wa.org by Sunday, April 25, 2021.

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