“A Day in the Life” of a Housing Specialist
We interviewed a few of our Housing Specialists to get an open and honest view of what a day in the life as a Housing Specialist is like and here’s what they said:
Anonymous Housing Specialist #1:
1. Briefly describe what a day in the life as a Housing Specialist is like for you:
It is different every single day. I would say usually the night before I try to plan out my next work day, but sometimes you start work and something comes up and your plans for the day are gone. Generally, daily we are checking in with our members, doing applications, talking with someone each day. Depending on what members we have we do check ins. Once they are moved in, we go see how they are doing.
2. What is your favorite part of being a Housing Specialist?
My favorite part is once you get somebody housed. Or once the difficult situation is resolved. For example, one of my members was banned from the Housing Authority and I ended up getting them housed, which was such a good feeling. Actually getting them housed and seeing how happy they are is definitely the best part of the job.
3. What is your least favorite part of being a Housing Specialist?
Honestly, the one thing I don’t like doing is reaching out to landlords all the time. I feel like we are always reaching out and asking the same questions and essentially “bugging” people. That’s the one thing I really don’t like; is we have to repeatably ask them the same questions and follow up.
4. What is the number one thing someone needs to know coming into this role?
In my interview I knew Tricia (Housing Counseling Program Director) had mentioned this so it was told, but just that you can work with some very difficult people. There are some extreme ends with what people are capable of. It can be very draining, even though our supervisors check in and make sure we are okay. You need to know this, that it can really pull at your heartstrings. Being able to help your members, understand their stories and not let it get to you. You have to help people who have made bad choices in their past, you can’t treat them differently than others. You really have to advocate for them, do that and be passionate about that. You need to be able to work with everybody and treat them fairly.
5. Is there anything else you would like to add?
Not really!
Anonymous Housing Specialist #2:
1. Briefly describe what a day in the life as a Housing Specialist is like for you:
Usually, I try to start out at 7:30 in the morning. That gives me time to look through my emails and messages and that lets me see what I got from the night before. If they are simple, then I’m usually able to respond by 8:00. When 8:00 begins, I go through each member and see what they need. Each member might be in a different spot than another. They might need help with calling social security, Emotional Support Animal letter, calling landlords to help them get dates of when they lived somewhere, doing applications, etc. I will usually call with them in 3-way call to help support them. Usually there is a reason why they don’t have something done.
Every member is at such a different spot that it’s kind of hard to describe. I usually check with each member and check their file to see what they need. I do a housing search every day and usually get frustrated because of how expensive it is, or that they have limitations like if they have something on their record, if they don’t accept housing voucher, have an animal without an ESA letter, etc. The main frustration is that they are so expensive. I also help to schedule appointments.
I have a member who is Autistic and really struggles with money. I’m call them and check to see if their SS payment came in and if it did, I help them to make sure they don’t spend it right away because in the past they have spent it and caused themselves to be short on their rent. They have CLS workers who should be doing it for them, but they don’t. I brought it to Inclusa but they haven’t done anything yet. I went through their lease with them very slowly because leases can be very overwhelming, so we go page by page and go slow. For example, we talked about their heaters and taught them how to be safe with them. There was a time in the fall when their apartment was really cold because they had a window open with the fan on because that’s how they like to sleep, so we had to teach them how to stay warm while still being able to sleep with their fan on.
Sometimes we just assume someone knows something or can do something because they look like they can, but they might need more guidance.
It’s so hard to describe because each member is so different. Many of our members have physical, mental health and cognitive disabilities and so it’s very nice when we can get information about that and meet them in the place that they can meet.
I had one member who could not read very well. I helped them get onto the waiting lists and do applications and they got on one and got a letter but couldn’t read the letter, so I had to read the letter to them and teach them how to send a picture of it to me. They were very anxious and very scared in their situation, so I just helped them and walked with them, so they knew it was okay.
When I house someone, I always try to find resources for them like the food bank, driving service, put their Inclusa or CLS phone numbers on their fridge, find libraries, banks, parks nearby, volunteer opportunities.
Sometimes with the elderly, we will call the senior center together and ask to be put on their calendar to be part of the things they offer there. We also have to help find them transportation. I don’t want to put them in a house and then they are lonely, so I try to see what other connections are around them.
When I check their emails, I always put them in their file, no matter what I get. I email or call their Inclusa worker at least once every two weeks or more depending on how busy I am. If they are a hard member I might have to do it more. Many of the Inclusa workers only see their member once every three months. When they are housed, we stay on for three months and it’s nice to be able to have eyes on them and to be able to call Inclusa if we need something.
2. What is your favorite part of being a Housing Specialist?
It used to be when they got housed. But now I think it’s just empowering them. Working side by side and really empowering them. One member I was working with used to really be in a hole and now she is emailing and calling people and going to town staying on top of everything.
3. What is your least favorite part of being a Housing Specialist?
The rent amounts. They are just ridiculous.
4. What is the number one thing someone needs to know coming into this role?
Mileage is always a concern. We are putting a lot of miles on, and I don’t get paid mileage for my area. It’s an easy 60-70 miles I’m putting on my car. I didn't anticipate that, but I love the flexibility and the experience I can bring and working with this younger cool crowd, meeting members where they are at, the non-judgmental stuff. Even if they got an eviction there’s usually a pretty good reason.
5. Is there anything else you would like to add?
Not really. I think that it all really depends on who you are working with and where they are at. This job is not just checking the box, it is always changing and then once you get it down it changes again. Katie (Housing Counseling Supervisor) and Tricia (Housing Counseling Program Director) do a great job and are always very helpful!
Anonymous Housing Specialist #3:
1. Briefly describe what a day in the life as a Housing Specialist is like for you:
You can have a pretty good plan for the day, but sometimes it doesn’t always work out like that. I try to have my calendar planned out for the week, but sometimes they or we cancel, so it's not always perfect or goes as planned. I try to schedule our housing visits all in one week, right now I’m mainly working in Reedsburg.
When I’m in the office, I do a lot of work in Airtable. I have each member in a box and take notes on everything I do with them. This helps me to stay on task and it is HUGE for me to keep track of it all. I also keep a record of my timecard on paper as well, so if anyone has questions, I have that. I also check my emails daily and deal with time sensitive things right away.
The other day, I had a lease signing in Toma but had to have my coworker go and do it because I'm in Baraboo and we can only travel 40 miles out of town. It’s hard for me to have a member out of town because I really like to be face to face, not over the phone and stuff like that. It’s not usually like this though, the only reason why I had that case was because I was helping to take over some work from another employee who was overloaded.
After I check my emails at the beginning of the day, I make my phone calls. I’m an early riser and am usually up at 5 and take my lunch at 10. I like to get my stuff done early in the day, but sometimes I have to wait for members who aren’t up as early to get back to me later in the day which can be challenging. I like to deal with all the hard stuff in the morning. Right now, my hours are 8-2:30, sometimes I like to work extra if I can to make up those extra hours.
My biggest piece of advice is to document everything. If it’s not on paper, then it’s not done. It scares me to have things just on my computer, so I have it on paper too. I have a housing counseling master checklist with all the phases on there in my own words. One big thing on my checklist that we need to make sure of is that we’re not only getting their ID, but making sure that it’s not expired. So there’s little things like that you have to make sure of.
Sometimes things pop up, sometimes members call with a crisis or what they think is a crisis. For the most part it's not super crazy, but I work the best under pressure. I like it super busy and having a very full schedule.
It’s fun when you get the new members, hear their story and figure out how you can help them. Right now, I have 10 members, the most I’ve had is about 12. They are all in different phases though so that makes it okay.
I’m very honest, I try to always work as hard as I can. I try to make everything count as if someone is always watching me. I would not suggest this job to anyone who does not have a good work ethic and very strong self-discipline. You need to make sure you are doing what you’re supposed to be doing.
2. What is your favorite part of being a Housing Specialist?
When I have a member that wants it as much as we do for them, when they give it 150% and are working as hard as we do, and then when they get into the housing, they are appreciative. To see someone coming from a bad situation and get into a good situation.
3. What is your least favorite part of being a Housing Specialist?
When I have roadblocks. I seem to have more than anybody else. Especially with technology! I’m on my third phone now! Stuff like that makes me really irritated. Technical issues are number 1 for me.
4. What is the number one thing someone needs to know coming into this role?
We’re called Housing Specialists, and I think people hear that and think we are going to find them a house right away. So we deal with a LOT of emotions and challenges with people not getting housing right away. You have to be a compassionate and caring person, or it will not work. If you come at people in a negative way, then it’s going to send us into something we don’t want to be in. We want to have people who appreciate our values.
5. Is there anything else you would like to add?
HAVE VERY THOROUGH DOCUMENTAION OF EVERYTHING. TOO MANY NOTES IS NEVER ENOUGH. Also, we aren’t just working for UCP, we are working for a different company (Inclusa), so we can’t do certain things until it’s approved by Inclusa first. I’m used to always doing things myself and on my own, so this has really taught me that I can’t do everything myself.