Job description

Sacramento Self Help Housing

Employee’s Name:

Job Title: Tenant Advisor

Department: Renters Helpline

Reports To: Renters Helpline Supervisor

FLSA Status: Non-exempt

Prepared By:

Prepared Date: September 2022

Summary: The Tenant Advisor reports directory to the Renters Helpline Supervisor and provides quality service to a range of customers by phone. This position completes phone intakes from individuals and families with tenants and/or landlord questions, in accordance with Fair Housing and Renter’s Rights and Responsibilities including AB 1482 and temporary moratoriums. Additionally, the Tenant Advisor provides conflict resolution, tenant education and/or referrals to appropriate services, request for petitions, referrals to code compliance and services. This position is full-time with an expectation to work in the office 40 hours per week from 8:30am to 5pm and occasionally attend outreach events in evenings or weekends.

Employment decisions of personnel will be made solely on the basis of merit, skill, training, ability, and qualifications without discrimination with regard to: race, age, color, religious creed, gender, genetic information, genetic characteristics, gender identity, gender expression, transgender status, religion, marital status, military status, age, national origin or ancestry, physical or mental disability, medical condition, pregnancy, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Completes a detailed computer intake with each caller to ensure that the varying needs will be addressed.
• Answers questions and educates tenants of their rights and responsibilities in respect to renters’ issues, AB 1482, Tenant Protection Program, and new temporary moratoriums due to public health and state of emergency.
• Provides dispute resolutions between the landlord and tenant as deemed appropriate.
• Communicates clearly with tenants concerning issues connected to tenancy termination and evictions.
• Educates tenants of their rights in respect to Fair Housing issues.
• Evaluates potential Fair Housing concerns.
• Makes appropriate referrals and documents.
• Ensures follow up within 24 hours by phone and e-mails with clients to offer further assistance. Updates cases, as necessary.
• Develops and maintains an understanding of tenant and landlord responsibilities.
• Will assist in distribution of flyers and brochures at public places.
• Conducts briefings/presentations to public in person or zoom.
• Will be required to provide information to Supervisor upon request for reports.
• Regular, predictable attendance is required.
• Ability to get along and work effectively with others.
• Performs other duties as assigned to support the mission of the program.

Supervisory Responsibilities: This job has no supervisory duties.

Measures of Performance: The Tenant Advisor shall be performing in an acceptable manner when the following have been accomplished:

• 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; Tailors the content of speech to the level and experience of the audience; Uses appropriate grammar and choice of words in oral speech; Organizes ideas clearly in oral speech; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• 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; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Listens and responds constructively to other team members’ ideas; Offers support for others’ ideas and proposals; Is open with other team members about his/her concerns; Expresses disagreement constructively.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• 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.
• Personal Credibility - Does what he/she commits to doing; Respects the confidentiality or information or concerns shared by others; Is honest and forthright with people; Carries his/her fair share of the workload.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• 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 changes, delays, or unexpected events.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

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: One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Language Skills: Ability to read, analyze professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, members, governmental bodies/boards and the general public.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: To perform this job successfully, an individual should have knowledge of Internet software and the Microsoft Office Suite of products. Knowledge of basic office equipment should include: Internet and email, copy and fax machines, and telephone.

Certificates, Licenses, Registrations: A current CA driver’s license and proof of auto insurance are required.

Other Skills and Abilities: Data entry, customer service

Physical and Emotional 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. The inability to cope with a stressful work environment does not constitute a protected disability.

While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to dial, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee must occasionally lift and/or move up to 20 pounds.

Work Environment: 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 noisy.

Acknowledgements: I have reviewed and understand the above job description and believe it to be accurate and complete. I also understand that the company retains the right to change this job description at any time. I also understand that this job description is not a contract for work.

I certify that I possess all of the “Essential Requirements” of the job outlined herein, except as noted here (If none, so state):

I certify that I am fully capable (with or without a reasonable accommodation) of performing all of the essential functions documented herein, and I do not have a physical or mental disability that would jeopardize the health and or safety of my co-workers.

• I do not require an accommodation in order to perform the essential functions of this job as indicated in this job description.
• I require an accommodation in order to perform the essential function of this job as indicated on this job description. The accommodation I require is: __________________________________________________________________

I understand, and fully agree, that this job description does not constitute a written or implied contract for employment and that my employment relationship with the company is “at will,” for an unspecified duration, and may be terminated at any time by me or the company as specified by Section 2922 of the California Labor Code.

________________________________________ _____________________

Employee’s Signature Date

________________________________________ _____________________

Supervisor’s Signature Date

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Sacramento, CA 95825: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: One location

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