The HCVP Manager serves as the primary point of contact for program participants with customer service issues related to the HCVP (Section 8). The supervisor performs all program administration activities pertaining to program access, outreach, and continued program participation. This includes annual, interim, and move recertification activities and all program administration. This position monitors the workload and quality of work of the eligibility specialists, receptionists and/or other staff. Responsible for oversight of the day-to-day operations of the HCVP Department.
- This job is a full-time position, Monday – Friday
- After six (6) months of successful employment, this role will be eligible for a hybrid schedule (4 days office/1 day remote) or ‘flex time.’
- Competitive salary that is comparable to private market companies
- Generous paid time off (12 holidays, 12 vacation days, 9 sick days, and 5.5 personal days annually; after that 1 additional vacation day annually, not to exceed 25 days)
- Company paid short- & long-term disability and life insurance
- Family-like work culture and active engagement
- Defined Benefit Pension (company pays 17.55% and the employee pays 4.25% of salary)
- Wellness activities and team-building experiences
- Commitment to ongoing learning, development, and professional advancement
Essential Duties and Responsibilities:
- Models supervisory and coaching strategies and approaches demonstrating Charter Oak Communities' (COC’s) cultural objectives.
- Provides daily supervision to eligibility specialists, receptionists and/or other staff.
- Coordinates and facilitates staff meetings, resolves staff issues and builds team relationships.
- Monitors the caseload for the eligibility specialists and recommends re-assignment of specific cases, as needed, to balance caseload.
- Effectively communicates applicable organization-wide information to employees in a timely manner.
- Reviews a minimum of 10% of program participants to determine if annual recertifications and file documents meet internal program standards.
- Assists in the negotiations with residential building owners and property management companies regarding rents, leases and contracts and annual rent adjustments.
- Manages the monthly disbursement process of Housing Assistance Payments (HAP) to landlords and Utility Allowance Payments (UAP) to participant families.
- Monitors assignments and maintains the level of productivity in the department by preparing and reviewing cyclical performance reports and recertification completion reports.
- Assists with completion of all recertifications as needed based on program growth and staffing fluctuations.
- Proposes changes to the HCVP Management on the Administrative Plan application and other documents such as verification forms.
- Performs special projects/work as assigned by HCVP Management.
- Leads and trains eligibility staff to provide ongoing professional development to ensure HCVP program compliance.
- Develops training programs in COC’s learning management system (COLE).
- Provides assistance with file audits and training recommendations.
- Ensures that assigned staff has the appropriate equipment and knowledge of procedures for implementing work objectives.
- Identifies and incorporates appropriate training recommendations in annual performance reviews.
- Identifies areas of opportunity and assists with staff training/development.
- Assures quality of service to the internal and/or external customer base.
- Provides ongoing training and support to the team on advanced customer service skills.
- Manages outreach and communication with program stakeholders, including conducting briefings and public meetings.
- Provides limited mediation services between landlords and program participants to avoid unnecessary displacement.
- Coordinates and performs program communication and outreach with the public.
- Assists in managing and resolving program complaints and violations in a professional, customer-oriented manner.
- Manages PIC (The Office of Public and Indian Housing) and Section Eight Management Program (SEMAP) reporting and analysis.
- Provides timely and accurate data to the local Department of Housing and Urban Development (HUD).
- Manages end-of-year reconciliation and reporting for landlord accounts
- Coordinates and completes deliverables for audit submissions.
Knowledge, Skills, and Abilities:
- Knowledge of HCVP requirements
- Knowledge of HUD-established performance standards (for HCV, SEMAP indicators) performance standards as they relate to income and rent determinations
- Ability to negotiate and mediate issues while utilizing stellar customer service skills
- Strong judgment, reasoning, time management, and organizational skills
- Ability to multi-task tasks quickly and accurately while focusing on the detail
- Excellent customer service skills
- Ability to be adaptable and flexible; open to new ideas
- Strong analytical and math abilities
Knowledge, Skills, and Abilities Continued:
- Excellent ability to effectively communicate program requirements and other information to employees, customers, stakeholders, vendors, and tenants orally and in writing with
- Ability to help people in crisis with calmness and compassion
- Ability to listen more than talk
- Outstanding ability to work in a fast-paced, team environment with minimal supervision
Minimum Education/Experience Requirements:
- Bachelor’s Degree with one (1) or more years of experience in affordable and/or assisted housing or an Associate’s Degree with a minimum of three (3) years of said work experience is required.
- A minimum of two (2) years of direct customer interfacing experience is required, which may include the above-required experience.
- In addition, a minimum of three (3) years of supervisory experience with program requirements for the HCVP and HUD Low-income Public Housing programs; course work in public administration and/or social services is mandatory.
- Negotiation and interviewing experiences preferred.
- Fluent in English is mandatory.
- Spanish, Creole, or other foreign language skills preferred.
Additional Mandatory Requirements:
An exam will be administered, which will assess Microsoft Office competency level.
Currently certified in HCVP Specialist and HCVP Program Management or certified within six (6) months of hire date/transfer.
Pass a pre-employment drug test, educational background, reference, and background check.