Program Manager

Under the general direction of the Director of Housing Choice Voucher Operations, the HCV Program Manager is responsible for the management, administration, and oversight of assigned functions within the Housing Choice Voucher (HCV) Program. The HCV Program Manager provides leadership and direction to assigned staff and ensures program operations are administered accurately, efficiently, consistently, and in compliance with U.S. Department of Housing and Urban Development (HUD) regulations, federal, state, and local requirements, HACC policies, and the HACC Administrative Plan.

The HCV Program Manager may oversee one or more HCV functions, including but not limited to Renewals, Portability, Wait List, Project-Based Vouchers (PBV), Special Voucher Programs, Family Self-Sufficiency (FSS), Home ownership, or other HCV program operations. Because organizational needs and assignments may change, the incumbent must maintain a broad working knowledge of the HCV Program and be capable of providing leadership across multiple program areas.

The position is responsible for achieving established program performance goals, monitoring operational outcomes, identifying areas for improvement, developing and implementing corrective action when necessary, and ensuring the delivery of high-quality customer service to applicants, participants, landlords, owners, partner agencies, and other stakeholders.

• Manages assigned HCV program operations to ensure services are delivered accurately, efficiently, consistently, and in accordance with HUD regulations, applicable federal, state, and local requirements, HACC policies, and the HACC Administrative Plan.
• Provides leadership and oversight for assigned HCV functions and ensures established program goals, performance standards, deadlines, and service expectations are achieved.
• Maintains comprehensive knowledge of HCV program requirements and remains current on HUD notices, regulations, guidance, regulatory changes, and program requirements affecting assigned areas.
• Monitors program operations to identify compliance risks, processing delays, backlogs, errors, and opportunities for operational improvement.
• Develops and implements corrective action plans when program performance or compliance requirements are not met.
• Interprets HUD regulations, HACC policies, and Administrative Plan requirements and provides guidance to staff regarding appropriate program administration.
• Ensures program activities are administered consistently and equitably and that appropriate documentation is maintained.
• Reviews and approves participant actions, as appropriate, including terminations, abatements, suspensions, rent determinations, and other actions requiring management review.
• Resolves complex and non-routine participant, landlord, owner, staff, and program issues.

• Directly supervises assigned staff and provides leadership, direction, coaching, training, and professional development.
• Performs supervisory responsibilities, including recruitment and selection, onboarding, performance evaluations, coaching and counseling, progressive discipline, recognition, and termination in accordance with HACC policies.
• Establishes individual and team expectations and monitors staff performance, productivity, accuracy, quality, timeliness, and customer service.
• Conducts regular staff and one-on-one meetings with team members to communicate program requirements, operational priorities, performance expectations, policy changes, and other pertinent information.
• Identifies training and development needs and provides or coordinates training, coaching, and mentoring to ensure staff maintain the knowledge and skills necessary to perform their responsibilities effectively and in compliance with HCV requirements.
• Promotes accountability, teamwork, professionalism, continuous improvement, and a positive work environment.
• Ensures adequate workload distribution and continuity of operations during staff absences and periods of increased workload.

• Monitors key program performance indicators, including but not limited to leasing, utilization, recertifications, inspections, applications, rent determinations, portability, HAP/UAP activity, participant processing, and other assigned program functions.
• Reviews reports and operational data to identify trends, deficiencies, processing delays, and opportunities for improvement.
• Establishes and…