HCV Manager

The Program Manager is responsible for providing the management and leadership necessary to support the daily operations of the Program.

This role encompasses a variety of tasks related to performance and regulatory compliance. Additionally, the position aids the Assistant Director in overseeing the administrative and operational aspects of the Program, ensuring excellent customer service. ESSENTIAL FUNCTIONS :

Manage day-to-day operations for applicant screening and eligibility determination, as well as annual and interim re-certification for residents.

Ensure staff compliance with applicable rules and regulations through all phases of the application and re-certification processes.

• Solve moderately complex problems and / or conducts moderately complex analysis that leads to effective program administration.
• Ensure staff compliance with Administrative Plan, Standard Operating Procedures and regulations.
• Supervise and review work of assigned staff.
• Evaluate work quality and monitor staff productivity among staff and quality control and data integrity of transactions completed by staff.
• Participate in interviews for the selection of hiring 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 any other reports necessary to ensure compliance with departmental goals. Assist in managing and coordinating the operation of the Program with both internal and external customers of the program including but not limited to property owners, social service providers, other 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 of new staff. and participate with the agency’s Onboarding of new employees

Work with the Assistant Director and other leadership 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 to effectively evaluate staff's performance and improve productivity while ensuring operations in accordance with the Gold Performance Standards.

Work with other managers and IT to computerize performance tracking and enhance manual work processes.

• Perform additional duties as assigned. DESIRED QUALIFICATIONS :
• 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 Program, especially admissions and occupancy.

EDUCATION / EXPERIENCE / CERTIFICATIONS :

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.

• HCV Program Management Certification or equivalent within 1 year of employment.
• Three years of management / supervisory experience of a large staff.
30+ days ago