Occupancy & Appeals Coordinator (Public Housing)

Description

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The Occupancy and Appeals Coordinator is responsible for supporting the integrity, timeliness, and compliance of Public Housing occupancy processes, with primary responsibility for coordinating and administering informal hearings and secondary responsibility for managing waitlist, transfer, and unit offer activities. This position ensures that applicant and resident actions are processed in accordance with HUD regulations, agency policies, and due process requirements. The Coordinator maintains accurate and auditable records, supports vacancy and transfer workflows, and conducts assigned informal hearings with neutrality, consistency, and professionalism. The role requires strong organizational discipline, sound judgment, confidentiality, and the ability to manage multiple compliance\-driven processes within established timelines.

Examples of Duties

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Essential Duties \+ Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned as needed. These essential functions require a consistent presence in the work environment on a regular basis, and regular attendance must be maintained.

• Conducts weekly or monthly draws from all Public Housing waiting lists and monitors the number of applicants on each list.
• Responsible for the maintenance of the Public Housing waiting lists, ensuring applicant files are drawn in a timely manner.
• Monitors property vacancies for calculating and forecasting waiting list draws.
• Assists in developing new policies, procedures, forms, and other related documents.
• Maintain and monitor digital applicant files with integrity in accordance with the privacy and confidentiality laws and regulations.
• Assists the purge process for all public housing wait lists.
• Assists with preparing reports of public housing waitlist data to be used by Senior Management.
• Participate in Resource fairs with local agencies to provide information, education, and assistance to the community.
• Processes all approved transfer requests from public housing and places transfer requests on the Public Housing Transfer waitlist.
• Processes all transfer requests into the Elite database for tracking purposes.
• Conduct weekly reviews of the Public Housing Transfer waitlist and provide transfer offers to all applicable residents through tracking spreadsheets.
• Processes unit offers matches and unmatches conducted on a daily basis.
• Completion of vacancy reports for staff use on a consistent basis.
• Communication with property staff and residents regarding information related to unit offer rejections through mail/email.
• Must have working knowledge of all public housing properties, including but not limited to amenities, public housing locations throughout San Antonio, and bedroom sizes.
• Conduct and oversee administrative hearings within Opportunity Home for Public Housing Informal Hearings in accordance with the law, HUD regulations, and Opportunity Home policies.
• Provide a prompt written decision to the participants in all hearing matters and consistent with policy.
• Maintain auditable records of all hearings/review recordings and decision notices.
• Researches and interprets Federal, State, and local laws, HUD regulations, legislation, and internal Opportunity Home policies to ensure compliance with all program requirements.
• Maintain accurate hearing results information in the Elite system.
• Track hearing results in order to analyze trends, results, reasonable accommodations, and/or disparate impact.
• Handle documents of a highly confidential and personal nature with the highest degree of integrity.
• Monitors policy changes and informs management of any new policy changes regarding Informal Hearings.

Waitlist / Occupancy

• Maintain public housing waitlists and related records in accordance with agency policy and HUD requirements.
• Conduct scheduled applicant draws and document outcomes timely and accurately.
• Ensures completeness, accuracy and confidentiality of applicant files.
• Monitor vacancy and waitlist activity to support unit matching and admissions workflow.
• Process and track applicant matches, unmatched, offers, rejections, and related file actions.
• Prepare recurring waitlist, vacancy, transfer, and other status reports.
• Supports waitlist purge activities, including documentation and tracking of outcomes.

Transfers and Unit Offer Coordination

• Receive, log, track, and update approved transfer requests.
• Maintain transfer waitlist records and communicate offer activity to eligible residents.
• Coordinate unit offers, including matching, unmatching, and tracking acceptance or rejection outcomes.
• Communication with property staff and residents regarding unit offers, transfer status, and related actions.
• Maintains up\-to\-date tracking tools and ensures no aging or unworked items beyond established timelines without documentation.
• Supports vacancy and occupancy workflows through accurate date tracking and coordination.

Informal Hearings Administration

• Coordinate, prepare for, and conduct assigned informal hearing in compliance with applicable law, HUD guidance, agency policy, and delegated authority.
• Review case files, supporting documentation, and applicable policies prior to hearing to ensure procedural readiness.
• Facilitates hearing in a neutral and professional manner, ensuring all parties are afforded due process.
• Issues clear, timely, and policy\-supported written determinations following each hearing, supported by documented findings.
• Maintain complete, accurate, and auditable hearing records, including notices, documentation, recordings, and decisions.
• Identifies and escalates cases involving complexity, policy ambiguity, or potential conflicts of interest.
• Reassign or coordinate reassignment of hearings where neutrality could be compromised.

Data Integrity, Reporting, and Compliance

• Track hearing and occupancy–related trends, including timeliness, outcomes, accommodations, and recurring process issues.
• Maintains accurate and auditable records in agency systems, including Elite and tracking tools. Maintain confidentiality of applicant, resident, and agency records.
• Prepares recurring reports related to waitlist activity, transfers, vacancy status, and hearing outcomes.
• Researches and applies federal, state, and local laws, HUD regulations, and internal policies relevant to assigned functions.
• Ensures all work complies with confidentiality, privacy, and records retention requirements.
• Monitors process gaps and communicates operational or compliance risks to management.

Customer Service and Stakeholder Coordination

• Provides clear, professional, and timely communication to residents, applicants, and internal staff.
• Responds to inquiries related to waitlist status, transfers, and hearing processes within established timelines.
• Supports public engagement efforts, such as informational sessions or resource events, as needed.
• Maintains a high level of professionalism when handling sensitive or confidential matters.
• Complete all duties as assigned or requested as outlined in operational and procedural guidelines. These guidelines are maintained and issued in the event of an emergency situation that arises at a property or any other location that serves our residents or employees.
• Participate in Trauma Informed Care (TIC) initiatives to include training, workgroups, project assignments, etc., that are launched or implemented in order to achieve and/or maintain certification as a TIC organization.
• Employees are expected to use Generative AI solutions ethically and responsibly.
• Other duties as assigned.

Behavioral Competencies*This position requires the incumbent to exhibit the following behavioral skills Values Driven \| Demonstrates an understanding of the values (Compassion, Equity, and Excellence) and embodies the values in their work and interactions with residents, vendors, co\-workers, supervisors, board members, community members, and other stakeholders.

* Customer Service \| Responds with Compassion in a professional manner to the expectations and needs of internal and external customers; is friendly and helpful to all customers, fostering positive relationships while providing Excellent service.

* Effective Use of Information \| Communicates important information to those who need to know clearly, securely, effectively, orally and/or in writing; proactively exchanges accurate and timely information.

* Commitment and Continuous Improvement \| Sets the standard for Excellence by proactively pursuing innovation through systematic experimentation and learning. Corrects mistakes by assessing appropriate processes, proposing adjustments, and prioritizing long\-term solutions.

* Teamwork \| Balances team and individual responsibilities; exhibits Compassion, objectivity, and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; supports everyone's efforts of Excellence; attends, supports, and participates in the organization’s team\-building events.

* Responsiveness and Accountability \| Demonstrates a high level of Excellence and holds oneself personally responsible for one's own work; complies with procedures and directives and understands the importance of maintaining and managing confidential information; recognizes and anticipates issues and provides a responsive resolution in a timely manner.

Typical Qualifications

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EducationRequired

• Two (2\) years of college with coursework in Real Estate Management, Business Administration, Accounting, Auditing, or a related field.

+ An additional four (4\) years of experience may be considered in lieu of the education requirements.

ExperienceRequired

Four (4\) years in federal or affordable housing programs that are related to:

• admissions/occupancy
• Waitlist administration
• grievance/hearing coordination
• compliance/documentation
• Public housing or voucher experience.
• Experience interpreting policies, regulations, or procedural guidelines.
• Must have the ability to learn and use cloud applications such as the Google GSuite applications, including but not limited to Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets, and Slides. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud\-accessible applications, including but not limited to OneDrive, Outlook, Word, Excel, and PowerPoint, or Ma AC or PC desktop equivalent, is acceptable.
• Successful completion of a criminal history background check, education, work history verification, and drug screening test.

Preferred Education and Experience

• Bilingual in English and Spanish.
• Experience conducting or supporting administrative hearing or grievance processes.
• Familiarity with HUD regulations, public housing operations, and occupancy workflows.
• Experience with housing management systems (e.g., Elite or equivalent).
• Ability to learn cloud technologies such as LucidChart for diagram, workflow, and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems.

License \+ CertificatesRequired

• Hearing Officer Training must be completed within 18 months of employment, and no more than three attempts to pass certification.
• Fair Housing and Reasonable Accommodation Certification must be completed within 18 months of employment, and no more than three attempts to pass certification.
• Texas Class “C” driver’s license at the time of placement and insurable by the organization’s fleet and liability insurance carrier.
• Must have the ability to earn certifications as required by assigned tasks.

Technical SkillsTo perform this job successfully, the employee should have

• Ability to maintain effective working relationships with co\-workers, supervisors, and the general public.
• Ability to follow verbal and written instructions and communicate effectively in writing and verbally.
• Ability to learn and navigate housing management systems and tracking tools.
• Strong data entry, tracking, and reporting abilities.
• Knowledge of client service principles and practices, interviewing skills, and techniques.
• Understanding of basic reading, writing, and mathematical skills.
• Skill in assessing and prioritizing multiple tasks, projects, and demands with excellent problem\-solving and organizational skills while meeting established deadlines.
• Basic working knowledge of computer software, including Microsoft Office, with the ability to learn new software applications.
• Skill in reading, interpreting, and applying HUD rules and regulations, and Opportunity Home policies and procedures.
• Ability to work independently and in a team and apply leadership, decision\-making, and conflict\-resolution skills.
• Skill in analyzing problems and determining appropriate courses of action.
• Ability to work with a diverse population.
• Ability to project a professional image at all times.
• Ability to work in a fast\-paced environment.

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

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment, walking and moving about the office and/or community property, and attending onsite and offsite meetings. The employee must be able to complete data entry, utilize various portals, and communicate via email and verbally via telephone. Will need the ability to walk large properties and climb stairs. The employee must occasionally transport up to 25 pounds.

Work EnvironmentThe 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 essential functions.

Office Environment

• The noise level in the work environment is usually moderate.
• High level of interaction with external/internal clients.
• May be transferred or be required to work at different properties or sites for interim periods in order to support business needs.

Outside Environment

• Subject to environmental elements when conducting visits to various sites or participating in outside events.

ADA Statement

In compliance with the Americans with Disabilities Act, the organization will make reasonable accommodations to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities if it would not impose an “undue hardship” on the operation of the employer’s business. Ethics

As a public agency, the organization is committed to maintaining the highest of ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism, and honesty to merit the respect of our co\-workers, clients, partners, vendors, and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy, and responsiveness. Equal Employment Opportunity Statement

Opportunity Home is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, religion, gender (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information, marital status, veteran status, arrest record or any other characteristic protected by applicable federal, state or local laws. Opportunity Home is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

Disclaimer**

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This position specification is not an employment agreement or contract. Management has the exclusive right to alter this position specification at any time without notice.