Program Coordinator, HCVP

Housing Choice Voucher Program Manager

Under general supervision, provides leadership and oversight in units of the Housing Choice Voucher Program (HCVP). Administers aspects of the program and reviews for accuracy and quality of work completed in HCVP. Performs responsible analytical and administrative work in support of the HCVP/Section 8 programs. Provides detailed training to new and current Program Specialists and others on new initiatives and refresher topics, as necessary. Enforces adherence to HABC policies and procedures and HUD regulations. Works to maintain HCVP partnerships with the special referral programs, responds to complaints, and mediates solutions. Recommends methods to improve efficiency and accuracy, and assists the Manager with general oversight. Serves as acting manager in the absence of the Manager. Provides excellent customer service assistance orally and in writing to employees, clients, landlords, applicants, participants, and other agencies. Performance of the duties requires the ability to understand and interpret policies, regulations, and procedures. Performance of the duties requires excellent supervisory skills, customer service skills, good problem-solving abilities, and attention to detail. Prepares for and attends Court Hearings, as assigned.

All activities must support the Housing Authority of Baltimore City ("HABC" or "Authority") mission, strategic goals, and objectives.

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed.

1. Performs customer service functions

• Provides customer service to applicants, participants, property owners, other agencies and employees. Assists clients by responding to inquiries via mail, e-mail and telephone.
• Accurately disseminates HCVP information to applicants, participants, owners and all other interested parties in the community.
• Explains HUD regulations, HCVP policies and procedures, and contract terms to owners and tenants. Interprets HABC policies and procedures and HUD regulations to staff and customers.
• Retrieves information from program software to answer inquiries and assist customers in resolving problems, concerns, and complaints.

2. Trains and provides guidance to new and current HCVP employees, and other HABC stakeholders concerning the following:

• HUD regulations and HABC Administrative Plan
• HUD and HCVP Eligibility and Continued Assistance policies and procedures
• Technical HCVP Program requirements
• HCVP Landlord Portal, Applicant Portal and Resident Portal
• Procedures for determining eligibility, calculating income and rent, the leasing process, Housing Quality Standards (HQS) Inspections, and denials and termination of assistance.
• Methods to improve caseload management, productivity and morale.

3. Educate and advise HCVP applicants and participants, new and current landlords/owners, and community stakeholders concerning the following:

• HUD regulations and HABC Administrative Plan
• HCVP special housing programs
• HCVP incentives
• HCVP Landlord Portal, Applicant Portal and Resident Portal

4. Attends internal management and staff meetings and external meetings with property owners or landlords, housing agencies and government officials.

5. Drafts and types a variety of written correspondence to clients, applicants, participants, landlords, employees, and other agencies.

6. Responds to and troubleshoots complaints from private/public sectors. Mediates and arbitrates landlord/tenant disputes, negotiates fair and equitable solutions to problems involving repairs, rents, maintenance, terminations, or payment reimbursements.

7. Monitors special programs and projects; tracks and reports on statuses and outcomes.

8. Coordinates special events that can include (but not limited to) expedited interviewing and briefing sessions, housing fairs and outreach, and hosting informational landlord sessions for landlord recruitment.

9. Evaluates termination referrals. Examines applicant and participant folders, verifying that the correct documentation is in the file. Gathers evidence and prepares cases to present at hearings concerning terminations and repayment of funds as assigned. Attends and presents testimony in district and circuit court.

10. Performs other duties as assigned.

Additional Duties based on assignment:

• Conducts rent reasonableness studies, facilitates unit inspections, and prepares all necessary paperwork for establishing assistance payments.
• Investigate to determine the validity of payments, terminations, or reimbursement of payments, and sign the contract.
• Ensures the landlord leases are within HUD and agency guidelines.
• Sets up New Owners in the Elite database.
• Assists the site-based department with questions/concerns, reviews/explains the rent study for the site-based department, referencing the preapproval document,
• Tracks initial and/or moves files upon expiration and/or completion of the move process.
• Completes daily requests for portal lockouts from owners both by phone and email.
• Completes and processes Utility changes, hosts New Owners Briefing, ensures security deposit and landlord incentives are submitted in a timely manner.
• Monitor assigned staff caseloads to ensure timelines are met.

Minimum Education, Training, and/or Experience:

Bachelor's degree in business, social service, or related field(s) and a minimum of three (3) years of experience in low-income, HUD Housing Choice Voucher Program (HCVP), dealing with property management, leasing, and contracting. An equivalent combination of education, training, and experience may be considered.

Special Requirements:

• Possession of a valid Maryland driver's license.
• Must be able to be covered under the Authority's vehicle insurance policy.
• Must not engage in private real estate business.

Other Requirements:

• Availability to work some evenings and weekends as needed.
• Successful completion of a prescreening investigation, including verification of employment history and education credentials.
• A 6-month probationary period applies to this full-time permanent position.