Responsible for administering the work order system and for providing clerical support functions. The duties listed below are illustrations of the various types of work that may be performed. The omission of specific statements regarding duties does not exclude them from the position if the work is similar, related, or a logical assignment in association with this position.
Undertakes and performs the following and all other work-related duties as assigned.
- Answers multi-line telephone in a courteous manner and takes messages, transfers calls to voice mail, or refers calls to other employees or departments as appropriate.
- Receives communications via the telephone, internet, fax, and in person and elicits sufficient facts and details to clarify indefinite or obscurely stated requests. Exerts maximum effort to provide information to requester within area of expertise and parameters defined by supervisor. Refers complex inquiries to appropriate personnel.
- Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
- May receive, open, sort, and route incoming mail, faxes, internal memorandums and other publications.
- Administers work order system as follows:
- Receives incoming maintenance calls/notices concerning needed maintenance repairs of routine or emergency nature and responds in a courteous manner. Responds to process requests in a timely manner.
- Determines nature of work orders and separates emergency, urgent, and general/routine work orders by category.
- Accurately enters all work orders into the system and provides work order notification and tracking number to maintenance personnel and/or Property Manager as appropriate to the situation.
- Dispatches Maintenance staff work orders and follows up on work progress as necessary.
- May add a database code to serve as a marker for an invalid resident complaint (e., a complaint that did not justify work by maintenance staff).
- May add an indicator to the work order database to show that a lease violation is the source of the work order request and to track and identify costs due to violations.
- May review inspection results and code enforcement reports and generate follow-up work orders as appropriate.
- Keeps a daily log tracking work orders generated, closed, and in progress. Updates status of all pending work orders.
6. Maintains departmental files as follows:
- Sorts or classifies information according to guidelines such as content, purpose, user criteria, or chronological, alphabetical, or numerical order.
- Stores paper documents and information by preparing folders and labels, rearranging materials for space allotment, and filing information in a timely and accurate manner, ensuring records are in proper order and all files are properly labeled.
- Ensures electronic storage media is filed efficiently and is readily accessible for retrieval by authorized personnel.
- Maintains filing systems integrity by adhering to departmental filing system policies and procedures.
- Performs periodic inspections of materials or files in order to ensure correct placement, legibility, and proper condition.
7. Prepares recertification notification letters, prepares recertification packets for residents and assists residents with completing the packets.
8. Provides clerical support to assist designated departmental staff in the completion of their duties and responsibilities.
9. Effectively uses word processing and other applicable software and hardware to accurately type, format, revise material such as correspondence, reports, statistical tables, proposals, and forms from rough draft, corrected copy, or previous version displayed on screen.
10. Reads instructions accompanying material or follows verbal instructions to determine format desired, number of copies needed, priority, and other requirements.
11. Maintains security of confidential materials.
12. Accountable for consistent adherence to strong Agency standards regarding the ethical, responsible, and appropriate use, care, and safeguarding of Agency materials, supplies, resources, and other assets.
Education and Experience
High school diploma or possession of a certificate of equivalence of High School Achievement (GED) and at least two (2) years experience as a receptionist, secretary, or an equivalent combination of education, training, and experience resulting in the ability to fulfill the essential job duties of the position.
The following Certifications must be obtained within one (1) year of employment or other allowable period of hire as authorized by the Chief Executive Officer or his/her designee:
Knowledge and Skills
- Good knowledge of general office practices and procedures, including business English and arithmetic.
- Skilled in operating computer equipment, applicable Agency software, and general office machines.
- Ability to communicate clearly, concisely, orally and in writing.
- Ability to meet and deal tactfully and courteously with the public and to establish and maintain effective working relationships with other employees and residents.
- Ability to deal effectively with sensitive and confidential information.
- Ability to: understand and follow moderately complex written and oral instructions.
The employee receives assignments and instructions from the Property Manager. Course of action, deadlines, and priorities may be established by procedure, the supervisor, or the employee, depending on the assignment. The employee initiates routine activities without supervisory direction. Problems or situations not covered by instructions are normally referred to the supervisor for resolution. The employee’s work is reviewed for accuracy, completion, and compliance with policies and procedures. The employee has no supervisory responsibilities.
The employee performs routine duties by following established HUD and Agency policies and procedures. These guidelines cover most job-related situations and the employee may use independent judgment in making decisions within area of expertise and parameters defined by the supervisor.
The employee performs a variety of routine and generally related tasks. The course of action is determined by established procedure, the supervisor, or the employee. Tasks frequently have to be coordinated, integrated, and/or prioritized. Some computer applications may be difficult to accomplish and require resourcefulness and extra effort by the employee. Decisions regarding unusual circumstances are referred to the supervisor.
Scope and Effect
The employees work affects the other Agency employees, and the perception of the Agency by clients and the general public. The employee contributes to the smooth functioning of the department and Agency through efficient organization of assigned files/records and maintenance of the work order system. Performing duties effectively, efficiently, and in a professional manner enhances relationships between the Agency and its clients and contributes to the Agency’s overall ability to provide housing that is decent, safe, and sanitary.
The employee has continuing contact with other Agency employees, residents, the general public, and vendors. Most contacts are structured in nature and the employee is expected to use normal tact and courtesy.
- Work is principally sedentary, but may involve some physical exertion, such as kneeling, crouching, or lifting to obtain files and records, and eyestrain from working with computers and other office equipment.
- Must be able to sit and/or stand for up to eight (8) hours at a time while performing work duties.
- Must be able to bend, stoop, push, and pull in the performance of work-related duties.
- Must be able to use fingers bilaterally and unilaterally to operate job-related equipment.
- Must have vision and hearing corrected to be able to perform essential job functions.
- Must be able to perform essential job functions in an environment that will sometimes include increased levels of work-related stress.
- Must maintain a professional appearance and portray a positive image for the Agency.
- Must be able to maintain punctuality and attendance as scheduled.
- An employee may request a reasonable accommodation to mitigate any of the physical requirements listed above.
Work involves the normal risks or discomfort associated with an office environment and/or warehouse environment and is usually in an area that is adequately cooled, heated, lighted, and ventilated.
- Must possess a State of North Carolina driver’s license and maintain a good driving record.
- Must be available for occasional overnight travel for training.
- May be required to work an unusual work schedule.
- Must pass employment drug screening and criminal background check.
- Must work with the highest degree of confidentiality.
The Sanford Housing Authority is an Equal Opportunity Employer. This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed. The duties herein are representative of the essential functions of this job. This job description reflects management’s assignment of functions; however, it does not prescribe or restrict tasks that may be assigned. Nothing in this document restricts management’s right to assign or reassign duties and responsibilities at any time. The qualifications listed above are guidelines, other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job may be considered at the discretion of the Chief Executive Officer.
Employment with the Sanford Housing Authority is on an “at-will” basis. Nothing in this document is intended to create an employment contract, implied or otherwise, and does not constitute a promise of continued employment.
Disclaimer: The above statements describe the general nature, level, and type of work performed by the incumbent(s) assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, demands, and skills required of personnel so classified. Job descriptions are not intended to and do not imply or create any employment, compensation, or contract rights to any person or persons. Management reserves the right to add, delete, or modify and/or all provisions of this description at any time as needed without notice. This job description supersedes earlier versions.