HCV Program Supervisor

CVR is seeking a HCV Programs Operations Supervisor to oversee the operations of the Housing Specialists and office support staff.  The incumbent would be responsible for reviewing and monitoring staff's work performance, ensuring that staff shows continuous progress in customer service relations with internal and external responsibilities.  Assign caseload/tasks to staff for processing and setting deadlines for work completion.  This position requires good time management skills, attention to detail, excellent communication, and leadership skills.  Bachelor’s degree required in a related field, at least three (3) years of experience in a Supervisory/Management role or a combination of both education and related work experience. 

• Monitors and reviews the operations of the program to ensure adherence to objectives and compliance with rules and regulations, including assisting in the review of current participant records and statistical reports including the coordination annual and interim recertifications, requests for moves/transfers with continued occupancy, Housing Assistance Payment Contract/Leases executions, and lease enforcement for HCV program participants/landlords.
• Assist with policy and procedure change implementation.
• Assist with developing training content/materials and facilitate staff training.
• Key point of contact for training new staff, or staff who need assistance in a particular area of their position.  Present updates to management in written format on the progress of employees who have been trained with further recommendations if necessary.
• Monitors staff workloads and caseloads.
• Utilizes automated system monitoring and reporting tools to track productivity levels.
• Monitors customer service delivery.
• Performs all HCV processing elements as needed or when there are staff vacancies.
• Assist in monitoring and approving recommendations for termination of assistance or HAP contract when appropriate
• Monitors participant moves and lease terminations and provide reports on changes
• Prepares monthly/weekly reports on all HCV program processing elements.
• Conduct briefings with tenants to explain HUD guidelines
• Answer telephone inquiries voucher participants and property owners
• Report any unsatisfactory performance of monitored caseloads and propose corrective measures and performance improvement plans
• Monitors completion of QC corrections.  Periodically assist with conducting QC file reviews
• Consult and assist Housing Specialist on problem solving, difficult calculations, conflict resolution and casework management
• Analyze, reconcile, and maintain monthly reports
• Handle special projects as needed.
• Additional duties as assigned

• Knowledge of the federal Housing Choice Voucher Program including HQS requirements.
• Knowledge of the rules and guidelines issued by federal and state agencies concerning the management of property (i.e., Landlord Tenant Laws, City codes, etc.)
• Ability to explain program requirements for annual and interim recertification, information verification, moves, and rent adjustments to HCV participants and property owners
• Ability to maintain information on ongoing functions and report to HCV Deputy Director on a weekly/monthly basis.
• Ability to apply considerable levels of concentration frequently throughout the day
• Ability to effectively perform with constant interruption
• Ability to effectively communicate verbally, individually and in groups, with externa contacts, tenants and property owners
• Ability to effectively write procedural guides, letters, maintain documentation and complete required forms
• Ability to work with confidential situations with professionalism
• Strong people skills for building relationship with colleagues at all levels
• Ability to plan and prioritize your work and the work of others
• Strong independent decision- making ability
• Ability to take initiative and be resourceful.
• Ability to analyze data and present recommendations
• Must possess excellent organizational and time management skills.
• Must be able to use general applications including Microsoft Office products.

• Bachelor’s degree preferred in business, social work, or public administration.
• 3-5 years of previous experience working with the public in a Housing Choice Voucher, low-income tax credit, similar non-profit programs working with low-income families. 
• Must possess 3-5 years of client service experience.
• Previous experience as a supervisor or in a leadership role, desired.
• A combination of training, education, and experience that is equivalent to the employment standard listed above and that would provide the required knowledge and abilities
• Experience working in a high-volume call and production environment with high performance guidelines and stringent deadline
• Knowledge of public sector housing authority programs and systems is a plus