HCV Manager

• Employee Type Exempt
• Required Degree 4 Year Degree
• Manage Others Yes

• Manage day-to-day operations for applicant screening and eligibility determination, as well as annual and interim re‑certification for HCV residents. Ensure staff compliance with applicable HUD rules and regulations through all phases of the application and re‑certification processes.
• Solve moderately complex problems and/or conduct moderately complex analysis that leads to effective program administration.
• Ensure staff compliance with CMHA’s Administrative Plan, Standard Operating Procedures and HUD regulations.
• Supervise and review work of assigned staff.
• Evaluate work quality and monitor staff productivity and quality control and data integrity of transactions completed by staff.
• Participate in interview and recommendation selection of staff.
• Serve as a point of contact to resolve non‑routine issues for participants and landlords/owners.
• Respond to complaints from applicants, tenants and landlords. Investigate and resolve complaints as appropriate.
• Provide and/or monitor reports to insure integrity in the HAP process to include but not limited to:
  Utilization Reports, Certification Reports, Financial Reports and any other reports necessary to ensure compliance with departmental goals. Assist in managing and coordinating the operation of the Housing Choice Voucher Program with both internal and external customers of the program including but not limited to property owners, social service providers, other CMHA departments, and achieving a high performance rating on the Section Eight Management Assessment Program (SEMAP) key indicators.
• Monitor, develop, and implement standard operating procedures within the work group to improve the level of customer satisfaction and employee productivity. Assist with staff development and training of new staff. Participate with the agency’s onboarding of new employees.
• Work with the Senior Program Manager and other managers to develop long and short term plans for the department. Implement applicable goals and objectives. Write departmental procedures to implement the Administrative Plan.
• Represent the department with outside organizations to solicit potential applicants and landlords, resolve complaints, etc.
• Coordinate with Information Technology (IT) Department to resolve computer software and hardware issues.
• Implement and enhance performance measures in order to effectively evaluate staff's performance and improve productivity while ensuring operations in accordance with the CMHA’s Gold Performance Standards. Work with other managers and IT to computerize performance tracking and enhance manual work processes.
• Perform additional duties as assigned.

To perform this job successfully, an individual must be able to perform each competency satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Working knowledge of tenant/landlord law and contract administration.
• Demonstrated work experience with a diverse, low income population and communicate effectively with a variety of clients, landlords, staff and visitors, in a variety of situations; and to supervise others in the performance of their specified duties.
• Experience working in a high volume call and production environment with high performance guidelines and stringent deadlines.
• Excellent written and verbal communication skills.
• Demonstrated proficiency in using computerized business applications, such as Word, Excel, etc.
• The ability to quickly learn the regulations and policies that govern the Housing Choice Voucher Program, especially admissions and occupancy.

• Bachelor's degree in an area such as public administration, community planning, urban studies, business administration, etc.; or an equivalent combination of education and related working experience.
• Five (5) years’ experience within the affordable housing industry to include experience in training, quality control and audit practices, at least three (3) years’ experience supervising employees in a customer service oriented environment, preferably…