Senior Program Associate, Repair Escalations

JOB TITLE: Senior Program Associate - Repair Escalations

DEPARTMENT: Program Delivery

REPORTS TO: Program Manager, Repair Programs

FLSA: Exempt

SALARY RANGE: $57,000 - $68,000

About the Center

The Center for New York City Neighborhoods, Inc. (the “Center”) is a not-for-profit that promotes and protects affordable homeownership so that middle- and working-class families can build strong, thriving communities. We meet the diverse needs of homeowners by offering free, high-quality housing counseling and services, coordinating a network of service providers across the city, and providing free or low-cost loans for homeownership.

Through its work, the Center supports and expands homeownership across New York by developing programs that focus on underserved communities. We have successfully delivered over $500 million to homeowners in several state-wide interventions in response to physical, financial, and health crises, working with both the city and state to expand protections for New Yorkers. By helping homeowners individually and systematically, the Center achieves lasting change. To date, the Center, together with its partners, has helped more than 250,000 low- and moderate-income (LMI) families with a median annual income of $46,000 keep their homes and gain financial stability, preserving over $10 billion in neighborhood property value across New York.

Position Summary

Reporting to the Program Manager, the Senior Program Associate - Repair Escalations is responsible for managing applicant escalations and related program policies within the Center’s repair programs.

The Senior Program Associate will develop and draw on a deep knowledge of Homefix procedures and strong relationships with Center team members, program partners, and funders to manage client escalations from start to finish and help shape program policy changes raised as a result of escalations. The Center is seeking a Senior Program Associate who has experience guiding clients through complex programs and is dedicated to providing an excellent homeowner experience throughout an entire escalation.

Essential Functions include but are not limited to:

• Develop and maintain a detailed knowledge of current HomeFix procedures;
• Triage incoming HomeFix client escalations from a variety of sources and act as the point of contact for each escalation from initial intake to issue resolution;
• Maintain regular communication with individual applicants (and their program point of contact), ensuring HomeFix applicants feel informed and supported throughout every escalation. Keep relevant program leadership, subcontractors, and funders informed of escalations as they arise;
• Work with HomeFix team members to identify underlying program/policy issues and resolve them as needed, ultimately resulting in a timely and effective resolution to all escalations;
• Collaborate with the Senior Program Associate to highlight common HomeFix applicant challenges and work towards proactive solutions to prevent future escalations;
• Consult regularly with the HomeFix Policy Working Group to discuss escalations and work towards solutions. Suggest potential policy changes to the group as well as the Program Manager to avoid future escalations;
• Perform other tasks and duties reasonably related to job requirements, as needed;
• Approach client escalations with a racial equity lens and an awareness of how any HomeFix applicants may have experienced past discrimination in buying, keeping, or maintaining their home. Analyze escalations regularly, highlighting trends related to race, ethnicity, income, or age group to program leadership.

Work obligations may, on occasion, necessitate evening or weekend hours.

Skills & Qualifications

• Bachelor's degree or equivalent work experience required at a mission-driven organization;
• At least one year of experience working directly with clients on a one-on-one basis in person or over the phone. Relevant experience working at a nonprofit organization or housing-focused agency a plus;
• Bilingual in English and one other language is a plus;
• Fluent with Google Suite and/or Microsoft Office (Word, Excel, PowerPoint) and a working knowledge of Salesforce or other CRM systems;
• Dedication to maintaining consistent, proactive, and compassionate communication with all clients experiencing an escalation;
• Experienced multi-tasker, capable of managing multiple client escalations over a long period;
• Ability to think critically, identify challenges related to program communication and/or policy, and suggest solutions to ensure a more effective HomeFix program;
• Ability to work collaboratively with team members, a strong sense of ownership over individual workflow and responsibilities, and a dedication to problem-solving.
• Passionate about promoting equitable, sustainable, and affordable homeownership in New York;

Values

• Demonstrate Ownership by showing initiative, active problem-solving, being solution-oriented, acting conscientiously, and putting team results above individual accomplishments
• Demonstrate a Growth Mindset through resilience, humility, engaging in expansive thinking, and showing curiosity and openness to learning
• Work collaboratively by demonstrating the ability to work in teams, exhibiting emotional intelligence

Essential Mental and Physical Functions:

• Must be able to communicate effectively in English and understand spoken instructions.
• Must be able to operate standard office equipment, such as telephones, computers, and ancillary hardware/software.
• Must be able to access and review data and documents, including spreadsheets and reports, in printed form and on computer screens

Application:

To apply for this position, please submit your cover letter with salary requirements, resume, and at least 3 references through our website. Only those candidates selected for an interview will be contacted. Applicant review will continue until the position is filled.

Please apply for this position via the Center’s website, cnycn.org.

Only those candidates selected for an interview will be contacted. Applicant review will continue until the position is filled. We thank you for your interest in career opportunities with the Center for NYC Neighborhoods. No phone calls, please. Accepting resumes until the position is filled.

The Center strongly encourages Section 3 residents to participate in this hiring effort. Information to determine if you are a Section 3 resident can be obtained by contacting careers@cnycn.org.

Persons requiring reasonable accommodation to participate in this hiring effort are requested to contact: careers@cnycn.org.

The Center for NYC Neighborhoods is an equal opportunity employer. We recruit, hire, upgrade, train, and promote for all positions and job classifications without regard to race, color, religion, creed, gender, national origin, age, physical or mental disability, marital, veteran or disabled veteran status, sexual orientation, or any other status as a member of any other legally protected group or activity.

To learn more, visit cnycn.org.