Bremerton Housing Authority

• Provide empathetic and compassionate support to residents (who may be distraught), showing genuine concern for their well-being and emotional state. • Connect residents to appropriate community resources, services, or agencies that can help address their needs, even when BHA/CMS cannot directly provide assistance. • Welcome customer questions and concerns via telephone, email, and or in writing. Listen attentively, ask clarifying questions. • Maintain accurate and detailed records of all interactions, ensuring that critical information is documented for future reference, reporting, and analysis. • Review and interpret Department of Housing and Urban Development guidelines to determine the necessity of creating a formal inquiry. • Contact tenants and owner/agents to respond to inquiries and notify them of and maintain timely communication. • Initiate formal inquiries when required, including a step by step process to complete complaint forms, document complaints in writing, and notifying appropriate parties by phone and in writing. • Evaluate whether complaints have been satisfactorily resolved and, if necessary, send follow-up or closure letters to appropriate parties summarizing resolution. • When necessary, refer unresolved tenant or owner/agent grievances to the appropriate party for further investigation. • Assist the compliance team with other duties and functions.

• Responsible for traveling to properties, conducting on-site property reviews, auditing tenant files, reviewing property documents, walking common areas and documenting condition of building and vacant units. • Preparing and issuing a comprehensive final report after each audit and collaborating closely with management agents to resolve and close any identified findings or deficiencies. • Conduct physical on-site inspections of multi-family properties to determine compliance in accordance with HUD regulations. • Conduct on-site audits of tenant files, EIV, and review Section 8 HUD vouchers to determine compliance with HUD regulations. • Provide feedback and follow-up to owners and management agents by identifying and resolving problems related to operation of the development, management deficiencies, excessive vacancies, or other areas identified during review or as directed by HUD.