**INTERNAL** TDHCA - Compliance Complaint Coordinator

**INTERNAL POSTING TDHCA EMPLOYEES ONLY**

Compliance, Compliance Monitoring Division

GENERAL DESCRIPTION:

Performs advanced (senior-level) investigative work relating to multifamily compliance and inspection complaints. Work involves the collection, analysis, and documentation of information using Department systems of record to determine appropriate complaint response. Work involves daily communication with external parties in responding to investigated complaints. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment. This will be a remote position with the expectation of occasionally being available in the office for staff meetings or other times as required. No travel is required.

SPECIFIC JOB RESPONSIBILITIES: 

·         Plans and organizes the work associated with complaints received by the Compliance Division.

·         Tracks and enters all complaints received by the Compliance Division, whether referred from elsewhere in the agency or received in Compliance, through the Department’s Public Complaint Tracking System.

·         Investigates received complaints through the use of Department systems of record.

·         Reviews technical and legal documents, Land Use Restriction Agreements, and federal and state rules and regulations to determine the specific nature of a complaint and the appropriate response.

·         Develops comprehensive knowledge of the Department’s multifamily programs and property portfolio and the types of complaints that arise relating to multifamily inspections and compliance monitoring.

·         Becomes familiar with non-Department resources available to complainants when complaints are not under the Department’s jurisdiction to best direct complainants to more appropriate external resources.

·         May consult with other Compliance staff and management as needed to determine proper response.

·         May develop a series of pre-determined situations and responses for specific types of complaints.

·         Serves as the Compliance Division’s liaison with external entities for complaints which may include sensitive conversations and/or dealing with legislative offices who have made such referrals.

·         May suggest process improvements and efficiencies in the handling and tracking of complaints agencywide.

·         Handles fair housing related complaints received by the Department working closely with the Department’s Housing Resource Center staff and Texas Workforce Commission.

·         May develop reports on complaint tracking.

·         Performs related work as assigned.

EDUCATION/EXPERIENCE:

·         Experience in handling complaints is required.

·         Experience in investigating resource documents to determine an appropriate course of action is required.

·         Graduation from an accredited four-year college or university is preferred. Education and experience may be substituted for one another.       

KNOWLEDGE, SKILLS AND ABILITIES:

·         Strong professional customer service and communication skills with a calm and friendly attitude.

·         Knowledge of Department programs required. Knowledge specifically of the Department’s multifamily portfolio compliance and/or inspections preferred.

·         Strong skills in written standard business communication.

·         Must possess skill with personal computers and applications such as Word and Excel.

·         Preferred experience with Microsoft Teams and Cisco Jabber.

·         Ability to plan and direct collection and preparation of information.

·         Ability to establish and maintain effective working relationships with supervisors, co-workers and the public and represent the Department in a professional manner.

·         Ability to set priorities, organize workload and adapt to changing timelines

PHYSICAL REQUIREMENTS:

·         Must be able to communicate and exchange accurate information via phone, computer, and in person. 

·         Position will be remote with the expectation of being available to be in the office for periodic staff meetings and other times as required.

·         Must be able to use computer/computer phone application for long periods of time.     

·         Must be able to communicate and exchange accurate information via phone, computer and in person.

·         Must adhere to approved work schedule.

OTHER:

Must be willing to work in a non-smoking environment and adhere to all applicable Department policies and procedures.  Must be willing to work overtime if necessary which may include nights and weekends.  Must attend work regularly and adhere to approved work schedule.

IMPORTANT INFORMATION FOR THE CANDIDATE:
• Official transcripts or other minimum requirement validations will be requested of final applicants.  
• Criminal background checks will be conducted before an offer of employment is extended.

We fully recognize, honor and enforce the Uniformed Services Employment and Reemployment Rights Act (USERRA) and encourage opportunities to hire Veterans, Reservists and Guardsmen.

Males born on or after January 1, 1960, between the ages of 18-26, will be required to present proof of Selective Service System registration on the first day of employment or proof of exemption from Selective Service registration requirement.

The U.S. Immigration Reform and Control Act of 1986 requires new employees to present proof of identity and eligibility to work in the United States. Failure to provide this information within the required timeframe will result in the offer being rescinded.

Thank you for considering employment at the Texas Department of Housing and Community Affairs! The Texas Department of Housing and Community Affairs is an Equal Employment Opportunity employer.