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Fair Housing Counselor / Intake Specialist


Under general supervision, or direction, performs a diverse range of duties involved in ensuring compliance with federal/state fair housing laws including the documentation, investigation and resolution of discriminatory practices related to fair housing.


  • Counselors conducts intakes on landlord-tenant relations, and discrimination cases; responds to inquiries and complaints in person, on phone and via correspondence; interviews and counsels disputing parties, recommends solutions and documents actions taken.
  • Continuously provides fair housing information to landlords and tenants in conjunction with discriminatory practice
  • Provides one on one and group counseling to housing consumers on fair housing laws and regulations including evection, repairs and deposit disputes; mediates problems between contending parties and documents all actions taken.
  • Investigates and researches housing discrimination issues; testifies on fair housing matters before committees, councils, board and others.
  • Follows-up and monitors discrimination cases forwarded to other governmental agencies.
  • Maintains files and records on fair housing programs/services activities and writes recurring and special reports.
  • Regularly attends and participates in conferences, conventions, workshops and seminars and keeps abreast of new trends, issues and innovations in the fair housing field.
  • May work independently in operating a satellite office and in providing a full range of fair housing programs and services to a specific location or area.
  • Performs related duties and responsibilities as assigned.

Education, Training and Experience:

  • Must have passed the HUD Certification Exam
  • Graduation from high school or GED equivalency supplemented by post-secondary education emphasizing course work in Psychology, Sociology, Urban Studies, or directly related plus a minimum of one year of full time work experience chiefly involving counseling and the investigation of compliance with federal/state legislation.
  • Bilingual (E/S) capability helpful.

Knowledge of:

  • Basic know of federal, state and local laws, codes, ordinances and regulations concerned with fair housing.
  • Methods and techniques of interviewing, counseling and case work documentation.
  • Current office practices and procedures.
  • Public and private community social services organizations and their practices and services.

Skill in and Ability to:

  • Learn, interpret, explain and apply fair housing laws, policies, procedures and services.
  • Effectively interview diverse clients, secure pertinent data, present logical solutions and negotiate/mediate settlements between contending parties.
  • Write and present recurring and special reports in a clear, concise and timely manner.
  • Acquire and maintain effective skill in current office practices including the use of Windows Office Products (Word, Excel, PowerPoint) and have the ability to learn new software and computer programs.

Special Requirements:

  • Possession and maintenance of a valid California driver’s license and an insurability acceptable to the agency’s carrier. Possess and maintain a reliable/insured vehicle.

Physical Demands/Working Environment:

  • Includes both a standard office work site requiring prolonged sitting and a normal range of physical motions plus recurring field work during usual and non-standard work hours.
  • Work environment exhibits frequent high level of stress requiring employees to possess calming capabilities and demeanor.
  • This classification series specification is intended to indicate the duties and responsibilities inherent in the scope of the work. It shall not be considered to be an itemized description of all duties and responsibilities that may be assigned.
Level Three Counselor - Foreclosure Prevention Program


The Level Three Counselor is responsible for the review of financial statements and information, credit reports, income and expenses verification for workout determination. A prerequisite of possessing the knowledge, skills and abilities of the Fair Housing Counselor/Intake Specialist is mandatory for this position. The counselor must have the ability to perform the following Level Two Counseling which would include but is not limited to the following steps:

  1. Engage in budget verification during which the counselor reviews documented evidence provided by the client to establish the true debt obligations (credit report), monthly expenses (monthly bills and bank statements) and spending patterns, along with realistic opportunities for income (tax returns and pay stubs).
  2. Counselor will collect a signed authorization form from the client (If not already on file) or have other legally-permissible client authorization on record that will allow the agency to remain compliant with auditors of the agency’s Foreclosure Prevention Program.
  3. Steps to obtain a solution outline in the written Client Action Plan are taken and documented using counseling notes that indicate date counseling occurred. This includes but is not limited to the following:
    • Working with the client to draft and submit a hardship letter for the servicer or lender.
    • Attempting to contact the servicer/lender showing documentation of follow-up and outcomes.
    • Completing and submitting applications for local resource options including refinance programs or rescue funds.
    • Assist in situations where client elects to pursue sale options.
  4. Close-out documentation is completed of the above steps along with reason for close out and if applicable, any documentation demonstrating a workout solution.

JOB REQUIREMENTS (Knowledge, Skills & Abilities)

  • Ability to counsel and identify client needs and reason for delinquency
  • Analyze financial documents related to debt obligations, monthly expenses, and spending patterns
  • Prepare and present written summaries of loss mitigation workout proposals to be submitted to lender that are appropriate and reasonable according to financial analysis of client.
  • Negotiate successful counterproposals on loss mitigation workout proposals submitted.
  • Ability to handle sensitive and confidential customer information, and in a timely manner.
  • Ability to discuss workout proposals related to loss mitigation with realtors, attorneys, title companies and workout companies of whom client has provided written authorization for file.
  • Provide reporting to department manager as directed.
  • Ability to negotiate and maintain a rapport conducive to positive outcomes.
  • Ability to work in a fast-paced environment.
  • Ability to learn new technology.
  • Ability to handle multiple tasks and meet deadlines.


  • Must have passed HUD Certification Exam
  • Minimum two years loss mitigation or related experience.
  • Proven organizational skills.
  • Knowledge and understanding of the lending industry (i.e., prime and sub-prime, basic underwriting concepts, loan terminology).
  • Preferred basic loan servicing knowledge.
  • Knowledge of California foreclosure law and procedures.
  • Working knowledge of community support services or ability to research and obtain information.
  • Understanding of basic consumer protection legislation.
  • Strong interpersonal skills.
  • Strong telephone communication skills, data analysis, and guideline interpretation.
  • Excellent written and verbal communication skills.
  • Excel and MSWord, PC with Windows operating system.
  • Skilled in reading, interpreting, and creating reports and spreadsheets.


  • College Degree or 2 years with work related experience
  • Strong telephone communication skills, data analysis, and guideline interpretation.
  • Excellent written and verbal communication skills.
  • Excel and MSWord, PC with Windows operating system.

Ideal Qualifications:

  • Experience with high risk mortgage portfolio/banking preferred and basic knowledge of collections, loss mitigation, bankruptcy, and foreclosure.
  • Bilingual (E/S) is a plus

All the above duties and responsibilities and job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Testing Coordinator

Position:     Testing Coordinator

Report to:    Program Manager

General Responsibilities:

The Fair Housing Testing Coordinator conducts the Fair Housing Testing Program, which includes:

  • Recruiting and training testers
  • Assigning and coordinating tests
  • De-briefing testers
  • Screens intake calls
  • Provides information to consumers about fair housing laws
  • Investigates potential cases
  • Assists consumers with complaints
  • Prepares programmatic reports
  • Conducts presentations on Fair Housing Laws

Specific Responsibilities:

  • Work directly with the Program Manager to implement the Testing Program
  • Attend required or necessary skill level training
  • Maintain complete and accurate current listing of tests and workshops conducted, as well as testers trained
  • Develop and maintain a current database on trained testers, tests conducted and other pertinent data
  • Assist with the development and distribution of information about the Testing Program (i.e., flyers, brochures, which list the eligibility requirements, expectations and obligations of approved participants, etc.)
  • Assist with scheduling and conducting Tester Trainings
  • Generate test assignments
  • Coordinate, dispatch, and debrief testers
  • Review and analyze test data
  • Prepare precise and concise written reports
  • Create partnerships with local organizations
  • Interact effectively and professionally with all persons at all times
  • Be able to travel and work evenings or weekend hours
  • Conduct formal and informal community networking
  • Conduct presentations to community groups and organizations about the Fair Housing Program
  • Keep accurate documentation to produce monthly, quarterly, bi-annual, annual reports and other periodic reports
  • Maintain appropriate confidentiality
  • Handle sensitive issues with tact and professionalism


  • Fair Housing experience
  • Commitment to civil rights and advocacy
  • Excellent organizational aptitude
  • Have experience and possess excellent skills in case assessment and management
  • Excellent oral and written communication skills
  • Excellent telephone etiquette
  • Counseling skills
  • Knowledge of computer: Microsoft Office, Excel, Access, PowerPoint, Publisher and Word
  • Knowledge of rental market (contract, lease agreements, month-to-month rental agreements, and federal guidelines for low to moderate-income)
  • Be able to conduct small and large group presentations
  • Be able to work with diverse groups
  • Be a self-starter and function with minimal supervision
  • Possess and maintain valid California Driver’s License and auto insurance
  • Possess a reliable form of transportation

Education, Training and Experience:

  • Bachelor’s Degree
  • HUD Certified Counselor
  • Fair Housing experience preferred
  • One year full time work experience involving counseling or investigating fair housing complaints
  • Bilingual (E/S) capability helpful