Taking the Time to Listen

While applying for rental assistance can be a challenge, friendly personalities like Lenore’s help the process feel less daunting. As the face of Alaska Housing Finance Corporation’s office in Soldotna, Lenore knows that taking the time to hear and understand each client is the key to genuine, meaningful customer service.

Lenore has worked on the Alaska Housing team since September 2011 and recently celebrated her 13th anniversary with the agency. Her work as a Housing Program Specialist involves front desk support, processing all applications for housing assistance programs, carrying a small caseload and managing waitlists, all for Soldotna and nearby communities. It’s a role with a variety of responsibilities and while she says there is always work to do and a stack of filing waiting for her, she has learned to take the time to give each client the attention they deserve.

“We’re all busy but if someone took the time to come to the office or to call then they deserve my attention,” Lenore said. “I always want clients to leave my office knowing that they’ve been heard and understood. I’m not always able to help but what each client has to say is important.”

While this attitude of professionalism and customer service is key to Lenore’s work, she knows that her role is deeper than customer service – it’s also about helping her fellow Alaskans navigate a process that can be stressful, challenging and emotional.

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“When people apply, you can often tell that they don’t want to be there and don’t want to ask for help. You know that they’re in a situation they’re not happy about. It’s important to give them the respect and courtesy they deserve. This has no reflection on their person, it’s not a judgment, it’s just help.”

- Lenore, Housing Program Specialist, Soldotna

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This people-centered perspective has been a theme throughout Lenore’s career. Her work has taken different forms over the years but has always included helping others through community service or customer service. Her work history made a career at Alaska Housing a natural fit.

“I’m drawn to this work because I know there’s a need and I have the tools to try to meet that need,” she said.

Lenore was introduced to Alaska Housing’s mission while working in Public Assistance as part of a pilot program that partnered with AHFC. Lenore said that she saw firsthand the impact that safe, quality, affordable housing made for clients in the pilot program. When a vacancy became available at AHFC, Lenore was quick to apply and she says she’s happy to have found the role that she hopes to continue to work in until she retires.

“It’s the most rewarding thing,” Lenore said. “While we aren’t able to house everybody, we network with our community partners to find someone who can. The organization is supportive and it’s a great, great place to be.”

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Interested in a rewarding career that makes a difference for Alaskans? AHFC is hiring for positions across the state. Learn more on our career page!