Program Manager at The Housing Authority of Cook County in Chicago, IL

Program Manager

POSITION SUMMARY

Under the general direction of the Director of Housing Choice Voucher Operations, the HCV Program Manager is responsible for the management, administration, and oversight of assigned functions within the Housing Choice Voucher (HCV) Program. The HCV Program Manager provides leadership and direction to assigned staff and ensures program operations are administered accurately, efficiently, consistently, and in compliance with U.S. Department of Housing and Urban Development (HUD) regulations, federal, state, and local requirements, HACC policies, and the HACC Administrative Plan.

The HCV Program Manager may oversee one or more HCV functions, including but not limited to Renewals, Portability, Wait List, Project-Based Vouchers (PBV), Special Voucher Programs, Family Self-Sufficiency (FSS), Homeownership, or other HCV program operations. Because organizational needs and assignments may change, the incumbent must maintain a broad working knowledge of the HCV Program and be capable of providing leadership across multiple program areas.

The position is responsible for achieving established program performance goals, monitoring operational outcomes, identifying areas for improvement, developing and implementing corrective action when necessary, and ensuring the delivery of high-quality customer service to applicants, participants, landlords, owners, partner agencies, and other stakeholders.

ESSENTIAL FUNCTIONS

Program Management and Compliance

• Manages assigned HCV program operations to ensure services are delivered accurately, efficiently, consistently, and in accordance with HUD regulations, applicable federal, state, and local requirements, HACC policies, and the HACC Administrative Plan.
• Provides leadership and oversight for assigned HCV functions and ensures established program goals, performance standards, deadlines, and service expectations are achieved.
• Maintains comprehensive knowledge of HCV program requirements and remains current on HUD notices, regulations, guidance, regulatory changes, and program requirements affecting assigned areas.
• Monitors program operations to identify compliance risks, processing delays, backlogs, errors, and opportunities for operational improvement.
• Develops and implements corrective action plans when program performance or compliance requirements are not met.
• Interprets HUD regulations, HACC policies, and Administrative Plan requirements and provides guidance to staff regarding appropriate program administration.
• Ensures program activities are administered consistently and equitably and that appropriate documentation is maintained.
• Reviews and approves participant actions, as appropriate, including terminations, abatements, suspensions, rent determinations, and other actions requiring management review.
• Resolves complex and non-routine participant, landlord, owner, staff, and program issues.

Staff Management and Development

• Directly supervises assigned staff and provides leadership, direction, coaching, training, and professional development.
• Performs supervisory responsibilities, including recruitment and selection, onboarding, performance evaluations, coaching and counseling, progressive discipline, recognition, and termination in accordance with HACC policies.
• Establishes individual and team expectations and monitors staff performance, productivity, accuracy, quality, timeliness, and customer service.
• Conducts regular staff and one-on-one meetings with team members to communicate program requirements, operational priorities, performance expectations, policy changes, and other pertinent information.
• Identifies training and development needs and provides or coordinates training, coaching, and mentoring to ensure staff maintain the knowledge and skills necessary to perform their responsibilities effectively and in compliance with HCV requirements.
• Promotes accountability, teamwork, professionalism, continuous improvement, and a positive work environment.
• Ensures adequate workload distribution and continuity of operations during staff absences and periods of increased workload.

Program Performance and Quality Control

• Monitors key program performance indicators, including but not limited to leasing, utilization, recertifications, inspections, applications, rent determinations, portability, HAP/UAP activity, participant processing, and other assigned program functions.
• Reviews reports and operational data to identify trends, deficiencies, processing delays, and opportunities for improvement.
• Establishes and monitors performance goals for assigned teams and takes appropriate action when goals are not achieved.
• Conducts quality control reviews to ensure accuracy, consistency, compliance, and timely completion of program activities.
• Ensures appropriate follow-up on identified errors and deficiencies and tracks corrective actions through completion.
• Uses program data and reports to support operational decision-making and resource allocation.
• Assists with development and implementation of process improvements designed to increase efficiency, accuracy, compliance, and customer service.

HCV Program Administration

• Oversees assigned HCV program functions, which may include:
  • Housing Choice Voucher renewals and interim reexaminations;
  • Wait List and applicant processing;
  • Portability activities, including billing, receivables, payables, and PHA correspondence;
  • Project-Based Voucher (PBV) administration;
  • Special Voucher Programs, including Family Unification Program (FUP), Mainstream, VASH, Emergency Housing Voucher (EHV), and other special-purpose vouchers;
  • Family Self-Sufficiency (FSS);
  • HCV Homeownership; and
  • Other HCV programs or initiatives assigned by management.
• Ensures waiting list applicants are selected, screened, processed, and issued vouchers in accordance with HUD regulations and the HACC Administrative Plan.
• Oversees portability activities and ensures timely processing of incoming and outgoing ports, PHA correspondence, billing, receivables, payables, and related documentation.
• Monitors HCV utilization and leasing activity and identifies strategies to address underutilization, voucher issuance delays, and other program performance concerns.
• Ensures appropriate processing of HAP contracts, HAP payments, UAP, rent changes, abatements, suspensions, and other financial program activities.
• Reviews reports to ensure proper release, suspension, adjustment, and reconciliation of HAP and UAP.
• Ensures accurate and timely processing of recertifications, interim changes, inspections, rent determinations, applications, transfers, moves, and other participant transactions.
• Oversees compliance with applicable special voucher program requirements and established HUD utilization and reporting requirements.

Reporting, Data, and Financial Oversight

• Prepares, reviews, and maintains detailed program reports required by HACC, HUD, and other applicable entities.
• Reviews and analyzes program data to monitor utilization, leasing, expenditures, productivity, compliance, and other performance measures.
• Assists with the preparation and submission of HUD reports, including VMS, SEMAP-related reporting, and other required program reports.
• Monitors HAP expenditures, utilization, and program funding in coordination with senior HCV leadership and Finance.
• Identifies significant variances, trends, and potential financial or programmatic concerns and communicates them to management.
• Ensures reports and supporting documentation are complete, accurate, timely, and maintained in accordance with applicable requirements.
• Assists with audits, monitoring reviews, HUD reviews, and other internal or external program assessments.

Policy, Procedures, and Process Improvement

• Reviews, develops, updates, and implements HCV policies, procedures, standard operating procedures, forms, and workflows.
• Ensures policies and procedures remain consistent with HUD requirements and the HACC Administrative Plan.
• Recommends operational changes to improve efficiency, compliance, consistency, and customer service.
• Assists with implementation of new HUD regulations, program requirements, technology systems, and organizational initiatives.
• Communicates policy and procedural changes to staff and ensures appropriate implementation and training.

Partnerships and Community Relations

• Develops and maintains effective working relationships with housing providers, developers, government agencies, community organizations, service providers, employers, educational institutions and other community partners.
• Represents HACC in meetings, committees, community events, stakeholder meetings, and other external engagements as assigned.
• Supports efforts to expand housing opportunities and strengthen partnerships that benefit HACC participants and applicants.
• Provides presentations and public speaking engagements as appropriate.
• Promotes positive relationships between HACC, participants, landlords, owners, community partners, and other stakeholders.

Grants and Special Initiatives

• Assists with the identification of potential funding opportunities and prepares or contributes to grant applications as assigned.
• Monitors grant-funded program requirements and assists with ensuring compliance with applicable grant terms and reporting requirements.
• Participates in special projects, program initiatives, technology implementations, process improvement efforts, and other assignments as directed by HCV leadership.

OTHER DUTIES AND RESPONSIBILITIES

• Prepares documentation and provides information for legal proceedings, hearings, grievances, appeals, and other cases as required.
• Assists with responses to HUD, auditors, legal counsel, oversight agencies, and other external inquiries.
• Maintains confidentiality of participant, employee, and agency information.
• Complies with all applicable federal, state, and local laws, regulations, HUD requirements, HACC policies, and Administrative Plan provisions.
• Meets or exceeds applicable HUD and HACC performance standards relating to program administration, compliance, customer service, and reporting.
• Promotes positive customer relations and professional interactions with applicants, participants, landlords, owners, staff, and community partners.
• Responsible for safety while performing all facets of the job and observes all HACC safety procedures and applicable safety laws and regulations.
• Performs other duties as assigned.

EDUCATION, EXPERIENCE AND/OR CERTIFICATION

• Bachelor's degree or equivalent in Public Administration, Business Administration, Housing, Social Services, Finance, or a related field from an accredited college or university.
• Five (5) years of progressively responsible experience in the administration or management of the Housing Choice Voucher Program or a substantially similar housing assistance program.
• At least three (3) years of supervisory or management experience.
• HCV Specialist certification required. Candidates who do not currently hold an HCV Specialist certification must attend and successfully pass an approved HCV Specialist certification within six (6) months of hire.
• A combination of education, training, and progressively responsible experience may be considered in lieu of the stated educational requirements, where appropriate.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Extensive knowledge of HUD regulations, notices, requirements, and program guidance applicable to the Housing Choice Voucher Program.
• Extensive knowledge of HACC policies, procedures, and Administrative Plan requirements governing HCV operations.
• Demonstrated knowledge of HCV program administration, including eligibility, leasing, rent determination, recertification, portability, inspections, HAP, voucher utilization, and participant termination.
• Demonstrated knowledge of special-purpose voucher programs, including VASH, Mainstream, FUP, EHV, and other special voucher programs.
• Demonstrated knowledge of Project-Based Voucher programs.
• Demonstrated knowledge of Family Self-Sufficiency and HCV Homeownership programs.
• Strong knowledge of compliance, quality control, monitoring, and program performance management.
• Strong organizational, analytical, critical-thinking, and problem-solving skills.
• Ability to interpret complex HUD regulations and translate requirements into practical operational procedures.
• Ability to analyze program data and reports and use information to make sound operational recommendations.
• Demonstrated ability to develop, implement, and monitor policies, procedures, and corrective action plans.
• Demonstrated leadership and staff management skills, including coaching, mentoring, accountability, conflict resolution, and performance management.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with employees, applicants, participants, landlords, owners, community partners, HUD representatives, and other stakeholders.
• Demonstrated computer literacy, including proficiency with Yardi, Microsoft Word, Excel, Outlook, Teams, and other applicable software systems.
• Ability to learn and effectively utilize HACC and HUD information systems and technology platforms.
• Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced environment.
• Ability to work independently while exercising sound judgment and discretion.
• Strong attention to detail and commitment to accuracy.
• Demonstrated reliability, punctuality, professionalism, and accountability.
• Ability to produce clear, accurate, comprehensive, and timely reports.
• Ability to maintain confidential information and exercise appropriate discretion.

EQUIPMENT AND SYSTEMS OPERATED

• Personal computer and related peripherals.
• Standard office equipment.
• HUD information systems and software applications.
• Yardi Software systems.
• Microsoft Office applications, including Word, Excel, Outlook, Teams, and related applications.

ADDITIONAL WORKING CONDITIONS

• Requires availability to work beyond the normal workday, including occasional evenings or weekends as operational needs require.
• Work environment consists substantially of indoor office activities performed in a heated/air-conditioned setting.
• Occasional travel to various HACC work locations, community locations, partner agencies, and other sites may be required.
• Must have reliable transportation and a valid driver's license and insurance if operation of a vehicle is necessary to perform essential duties.
• Position requires the ability to walk, sit, and/or stand for extended periods.
• Requires lifting, carrying, and/or pushing up to 15 pounds.
• Requires frequent repetitive hand movements, including typing and use of computer equipment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

BENEFITS

· Health insurance

· FREE Dental insurance

· FREE Vision insurance

· Life insurance

· Healthcare flexible spending account

· Dependent Care flexible spending account

· Commuter flexible spending account

· Employee Assistance Program (EAP)

· Paid time off including 14 Holidays

· Hybrid Schedule

· Flexible Work Hours

· 401(k) – Employer contribution of 6%

This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed. The qualifications listed above are guidelines, other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job will be considered.