Manager, Housing Choice Voucher

SCOPE:  The Housing Choice Voucher (“HCV”) Program Manager is responsible for providing management and leadership to support the daily operations of the HCV Program. This role involves a broad range of activities focused on performance and regulatory compliance and supports the HCV Assistant Director in managing the administrative and operational aspects of the program. The position is instrumental in ensuring the delivery of excellent customer service and promoting CMHA’s core values of Respect, Accuracy, Timeliness, Integrity, Exceptional Service, Accountability, Initiative, Creativity, Excellence, Value, Quality, and Professionalism.

ESSENTIAL DUTIES AND RESPOSIBILITIES: The following statements outline the general scope and nature of work associated with this position. They are not intended to be an exhaustive list of all duties, responsibilities, or required skills. These duties exemplify the agency’s commitment to integrity, excellence, professionalism, and quality service in accordance with our core values.

•    Manage daily functions related to applicant eligibility, certifications, and re-certifications, ensuring alignment with HUD regulations and agency policies.
•    Analyze and resolve moderately complex issues, promoting effective problem-solving and efficient program administration.
•    Ensure staff adhere to CMHA’s Administrative Plan, standard procedures, and HUD guidelines, promoting accuracy and accountability.
•    Ensure staff adherence to CMHA’s personnel policies and workplace rules.
•    Provide accountable supervision, coaching, and performance oversight to assigned staff, modeling professionalism and high standards.
•    Monitor staff productivity and data accuracy to uphold quality control, accountability and reinforce performance excellence.
•    Participate in staff recruitment, interviews, and hiring decisions, promoting equity and organizational values.
•    Act as a key liaison for resolving complex participant and landlord issues with professionalism and respect.
•    Address and investigate complaints from tenants, landlords, and applicants in a fair and timely manner.
•    Generate and analyze operational and compliance reports (e.g., Utilization, Certifications, Financials) to support informed decision-making and performance benchmarks.
•    Collaborate with property owners, service providers, and internal teams to support SEMAP goals and program success.
•    Develop and implement process improvements and standard operating procedures that enhance customer satisfaction and operational effectiveness.
•    Support new employee onboarding and training efforts, ensuring knowledge of policies and engagement with CMHA’s mission and values.
•    Assist the Assistant Director in strategic planning and implementation of departmental goals aligned with CMHA’s vision.
•    Represent the department in meetings with external partners to foster relationships, address concerns, and promote program awareness.
•    Coordinate with IT to resolve technical issues and drive system improvements to support operational accuracy and innovation.
•    Track and report on performance metrics consistent with CMHA’s Gold Performance Standards.
•    Prepare and analyze reports (e.g., Utilization, Certification, Financial) to support compliance and performance goals.
•    Assist with ensuring that the HCV program is in compliance and receives the highest rating possible on audits.
•    Perform other duties as assigned, demonstrating continuous commitment to service excellence and CMHA’s core values.