Housing Choice Voucher Program Manager

MAJOR DUTIES:

·       Lead day-to-day operations for the Housing Choice Voucher Program, and other assigned initiatives.

·       Ensure services are delivered consistently, efficiently, equitably, and in alignment with agency standards and funder requirements.

·       Identify service gaps, workflow barriers, and opportunities to strengthen integration across programs and improve household outcomes.

·       Provide direct supervision, coaching, and performance management for assigned program staff.

·       Promote a culture of accountability, collaboration, positive customer service, innovation, and continuous improvement.

·       Coordinate staffing, workload, and resources to meet program goals and respond effectively to changing service demands.

·       Prepare and/or direct the preparation of records and reports, and ensure team members enter and update information into the State-mandated software program.

·       Review, develop, or modify work plans, methods, and procedures, and develop work schedules to provide adequate staff coverage.

·       Represent CoAction, as assigned, in meetings, workgroups, conferences, monitoring activities, and community forums.

·       Document causes for disciplinary action and make formal recommendations for disciplinary action.

·       Attend in-person training, typically held in Indianapolis, which is required 1-2 times per year.

·       Maintain and promote relationships with the IHCDA program staff, INCAA staff, contracted providers and other key stakeholders.

·       Participate in agency leadership projects and cross-functional workgroups.

·       Coordinate with the Director of Housing Services on advocacy, outreach, and partnership strategies related to housing stability.

·       Promote cross-program referrals and collaborative service delivery within CoAction and throughout the community.

·       Use dashboards, key performance indicators, customer feedback, and outcome data to monitor performance and guide decisions.

·       Lead process improvement efforts that increase efficiency, reduce errors, strengthen customer access, and improve service quality.

·       Support implementation and effective use of CivicReach CRM, program databases, digital workflows, and other technology solutions.

·       Prepare regular performance updates and recommendations for the Director and agency leadership.

·       Develop, monitor, and manage program budgets in collaboration with the Director and finance department.

·       Ensure timely and accurate programmatic, fiscal, and performance reporting.

·       Ensure compliance with applicable federal, state, local, contractual, and funder requirements.

·       Coordinate preparation for monitoring visits, audits, file reviews, accreditation activities, and corrective action plans.

Maintain current policies, procedures, documentation standards, internal controls, and monitoring-readiness systems.