VOUCHER PROGRAMS MANAGER
This position is a management position responsible for the operations of the Housing Choice Voucher and other voucher-based housing programs, ensuring compliance with laws, regulations, policies and procedures, and the organization’s mission and values. The Voucher Programs Manager provides supervision and leadership to front-line staff to ensure that goals are met in accordance with customer service, utilization of funds and landlord and community relations.
Employee group: Manager
Division: Programs
Routine working hours: Monday – Friday, 8am – 4:30pm
Reports to: Director of Programs
Classification: Salaried Exempt
Department: Voucher Programs
24/7 Response Requirement: No
Essential Functions:
- Supervises, schedules, and assigns work to front-line staff. Sets performance expectations; provides feedback; conducts employee evaluations; recommends training needs and development opportunities; performs progressive disciplinary actions as needed; monitors leave time; and determines work schedules to ensure adequate coverage.
- Administers the Housing Choice Voucher and other voucher-based programs in accordance with the laws and regulations set forth by the Department of Housing and Urban Development. Reads, implements and instructs staff on policy and procedure updates resulting from notices, guidance and other programmatic changes.
- Ensures that departmental operations align with organizational policy and procedure. Reads, implements and instructs staff in the processes defined by the Administrative Plan and following any updates.
- Leads the implementation, operationalization, and ongoing administrative oversight of incorporating new special-purpose voucher programs, expansions, and HUD initiatives.
- Ensures that participants are briefed in accordance with expectations for timing, content, materials and customer service. Considers and issues approval for voucher extensions.
- Ensures that Requests for Tenancy Approvals are reviewed and processed with the required urgency.
- Serves as Contract Manager for Rent Reasonableness software. Ensures software is utilized in accordance with program requirements. Addresses disputes and negotiates rent reductions with landlords.
- Performs an annual assessment of Payment Standards. Applies updated standards to internal and external tools and resources. Ensures that standards are applied with accuracy and consistency.
- Performs an annual assessment of Utility Allowances. Applies updated allowances to internal and external tools and resources. Ensures that allowances are applied with accuracy and consistency.
- Ensures unit inspections are completed in accordance with regulations and that workflows proceed timely and collaboratively. Maintains communications with landlords and takes related actions in accordance with policies and regulations following failed inspections, including payment holds and abatements.
- Ensures compliance in relation to organization-owned property through use of external services.
- Educates and trains landlords on HUD’s National Standards for the Physical Inspection of Real Estate (NSPIRE) rules, standards, and inspection workflows to promote program compliance and property quality.
- Engages in efforts to remedy and, when necessary, terminate, vouchers through proper and professional documentation and participant communications. Conducts counseling meetings. Prepares termination notices for administrative review. Ensures compliance with Informal Hearing proceedings in accordance with agency policy.
- Serves as primary point of contact for landlords to ensure recruitment and retention. Reviews and executes Housing Assistance Payment (HAP) contracts. Works with landlords to ensure receipt of required documents; Performs tasks associated with bimonthly HAP with adherence to timeliness and accuracy; Ensures that rent increases are processed timely and in accordance with Administrative Plan; Considers and places/releases HAP holds and abatements; Assists landlords with registration and navigation in agency software portal; Fields emails, telephone calls and in-person visits in response to questions, complaints, rent increases, inspection results, and tenant/landlord issues; Assists landlords with change in ownership and banking; Responds to inquiries from landlords who may have interest in participating in program; Plans and delivers landlord recruitment strategies
- Ensures that the Portability Program is managed in accordance with regulations, guidance, policy and procedure. Monitors accuracy in billing for port-ins and payments for port-outs. Partners effectively with the Accounting Department to achieve Accounts Payable and Accounts Receivable goals related to payment postings, resolving check and ACH returns, enforcing collection deadlines, meeting payment deadlines, and addressing discrepancies with other Housing Authorities with necessary urgency.
- Partners effectively with the Compliance Department by properly directing participant inquiries and through the timely sharing of information relative to client income and eligibility. Collaborates to resolve situations in circumstances where a participant fails to abide by recertification obligations, and when necessary, executes consequences in accordance with the terms of the voucher.
- Investigates reports of program fraud or abuse and escalates positive findings for administrative review.
- Performs duties associated with overpayments and works collaboratively with the Accounting Department to initiate and track repayment agreements. Addresses nonpayment in accordance with termination procedures.
- Performs quality control duties and prepares annual reporting under the Section Eight Management Assistance Program (SEMAP).
- Ensures compliance with Fair Housing and the Violence Against Women Act, directing participant to proper contact and implementing of any related actions.
- Prepares responses to inquiries from Housing & Urban Development, elected officials and other stakeholders for administrative review.
- Monitors and reports upon trends in challenges and outcomes associated with client participation. Tracks end-of-participation reasons, lease-up obstacles, local rents and other factors necessary to assess the efficiency and effectiveness of voucher programs.
- Prepares monthly statistical reporting.
- Leads and/or participates in agency work groups and/or special projects.
- Performs related work as required.
Qualifications:
High School Diploma required. Bachelor’s degree in public administration, business administration, human services, urban planning or related field preferred.
Three years of experience in subsidized or affordable housing programs or equivalent experience.
Certified Housing Choice Voucher (HCV) Manager/Specialist, NSPIRE Inspector/Specialist, and/or SEMAP Specialist preferred upon hire, or required within 12 months of employment.
Prior experience in supervision and/or in training or leading groups.
Ability to understand and apply regulations, policies and procedures.
Exceptional ability to communicate effectively, both orally and in writing, in a clear, concise, and understandable manner, tailoring communication to diverse audiences.
Ability to establish and maintain effective working relationships with supervisors, subordinates, residents, and the general public.
Ability to prioritize, organize, perform work independently, and adjust quickly to changing priorities.
Understanding and sensitivity to serving individuals and families with limited economic means, older adults and/or persons with disabilities.
Proficiency in Microsoft Office; ability to develop proficiency in industry software programs.
Ability to meet physical requirements of the job, including the ability to work in a typical office setting; communicate electronically and orally, in person and by telephone; read printed materials and a computer screen; travel to unit locations; and navigate stairs, ramps, building interiors, corridors and property exteriors.
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 403(b)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
