Assistant Director, Housing Choice Voucher Programs

SCOPE: The Assistant Director ensures accurate, timely, and compliant program administration; consistent application of policies and procedures; and delivery of high-quality, value-driven services to participants, landlords, partners, and staff. The role carries overall responsibility for program performance and compliance with federal regulations and reports directly to the Director of the Housing Choice Voucher Program. This position is exempt from overtime requirements of the Fair Labor Standards Act, and employment is at-will.

• ESSENTIAL DUTIES AND RESPONSIBILITIES: The statements below describe the general nature and scope of work performed by this position and reflect CMHA’s commitment to excellence, accountability, and professionalism. This is not a complete listing of all duties; other responsibilities may be assigned.
• Manage day-to-day operations of waitlist management for all HCV programs, including agency referrals and special allocations, ensuring fair, respectful, and timely access to services.
• Directly manage the application process, applicant screening, and eligibility determinations for all tenant-based and project-based HCV programs with a focus on accuracy, integrity, and regulatory compliance.
• Collaborate with HCV Managers to assign work, evaluate quality and productivity, and hold staff accountable for performance standards. Respond to, investigate, and resolve complaints from applicants, tenants, and landlords in a professional, respectful, and solution-oriented manner.
• Develop, implement, and continuously improve procedures to enhance customer satisfaction, service quality, and employee productivity, encouraging initiative and creativity in problem-solving.
• Ensure staff compliance with all applicable HUD rules and regulations throughout all phases of application and program participation, maintaining accuracy, consistency, and integrity.
• Interview, recommend selection of staff, and support onboarding and training of Housing Specialists on applicable laws, regulations, and procedures. Administer applicable bargaining unit agreements; approve leave; and recommend discipline in a fair, accountable, and respectful manner.
• Partner with the Department Director and management team to develop and implement short- and long-term departmental plans, goals, and objectives aligned with CMHA’s mission and value-driven performance.
• Draft and maintain departmental standard operating procedures; implement policies outlined in the Administrative Plan and regulations with an emphasis on clarity, quality, and professionalism.
• Represent the department with external organizations to solicit applicants and landlords, strengthen partnerships, and resolve concerns while demonstrating excellent customer service and professionalism.
• Work collaboratively with agency partners to maintain strong community relationships, including continued support for the VASH program.
• Prepare comprehensive, accurate, and timely reports on program operations for the HCV Director.
• Identify and recommend process improvements in collaboration with other department managers to enhance efficiency, quality, and value.
• Assist with applications for additional vouchers, funding, and grant opportunities, ensuring accuracy, accountability, and timeliness.
• Coordinate with internal departments to share information and ensure integrated, high-quality delivery of HCV program services.
• Implement and enhance performance measures to effectively evaluate staff performance and improve productivity; collaborate with Information Technology to automate performance tracking, streamline workflows, and improve reporting.
• Perform additional duties as assigned.