Experience

Housing Opportunities Commission

• United States
• Individual and Family Services
• 200 - 300 Employee

• Customer Service Center Director

  • Nov 2019 - Present

  Provide management oversight of the Housing Choice Voucher Program Provide management and supervision of Housing Choice Voucher Specialists, Managers, Supervisors, and Program Assistants Improving the methods of providing services to clients, recommending changes, and implementing guidelines and procedures to address changes in regulations, technology, and workforce. Develop employee performance guidelines and conduct periodic employee performance evaluations and counseling… Show more Provide management oversight of the Housing Choice Voucher Program Provide management and supervision of Housing Choice Voucher Specialists, Managers, Supervisors, and Program Assistants Improving the methods of providing services to clients, recommending changes, and implementing guidelines and procedures to address changes in regulations, technology, and workforce. Develop employee performance guidelines and conduct periodic employee performance evaluations and counseling sessions. Ensure Housing Choice Voucher processes are in line with HOC's Administrative Plan, the Housing Urban Development (HUD) regulations Public and Indian Housing (PIH) Notices. Evaluating and monitoring the performances of processes. Develop and update processes to improve operational performance. Analyze and report statistical data regularly Knowledge of Federal, State and local laws and regulations pertaining to subsidized housing programs Knowledge of affordable housing programs Show less Provide management oversight of the Housing Choice Voucher Program Provide management and supervision of Housing Choice Voucher Specialists, Managers, Supervisors, and Program Assistants Improving the methods of providing services to clients, recommending changes, and implementing guidelines and procedures to address changes in regulations, technology, and workforce. Develop employee performance guidelines and conduct periodic employee performance evaluations and counseling… Show more Provide management oversight of the Housing Choice Voucher Program Provide management and supervision of Housing Choice Voucher Specialists, Managers, Supervisors, and Program Assistants Improving the methods of providing services to clients, recommending changes, and implementing guidelines and procedures to address changes in regulations, technology, and workforce. Develop employee performance guidelines and conduct periodic employee performance evaluations and counseling sessions. Ensure Housing Choice Voucher processes are in line with HOC's Administrative Plan, the Housing Urban Development (HUD) regulations Public and Indian Housing (PIH) Notices. Evaluating and monitoring the performances of processes. Develop and update processes to improve operational performance. Analyze and report statistical data regularly Knowledge of Federal, State and local laws and regulations pertaining to subsidized housing programs Knowledge of affordable housing programs Show less



Baltimore Regional Housing Partnership

• United States
• Non-profit Organization Management
• 1 - 100 Employee

• Housing Choice Voucher Director

  • Jun 2017 - Nov 2019

   Provide oversight of the Housing Choice Voucher Program in compliance with federal regulations and BRHP policies, including implementation of Moving to Work demonstration activities.  Ensure applicant lease-up targets are achieved.  Manage the ongoing process improvements to ensure compliant voucher services are provided to participants.  Responsible for the development and strengthening of strategic partnerships with local government, nonprofit and social service providers… Show more  Provide oversight of the Housing Choice Voucher Program in compliance with federal regulations and BRHP policies, including implementation of Moving to Work demonstration activities.  Ensure applicant lease-up targets are achieved.  Manage the ongoing process improvements to ensure compliant voucher services are provided to participants.  Responsible for the development and strengthening of strategic partnerships with local government, nonprofit and social service providers throughout the Baltimore region.  Provide effective management and supervision of Housing Choice Voucher Specialists, Supervisors, Assistants and Coordinators.  Support internal initiatives and development of continuing process improvements.  Coordinate seamless client service delivery with other internal teams  Contribute to identification and implementation of best practices in Housing Mobility Services.

• Housing Choice Voucher Director

  • 2017 - Nov 2019

• Housing Choice Voucher Manager

  • Feb 2016 - Nov 2019

• Housing Choice Voucher Supervisor

  • Jan 2015 - Nov 2019

   Monitor production, quality control and data integrity of transactions completed by staff.  Ensure staff meets and/or exceeds BRHP performance standards.  Ensure compliance with BRHP's Administrative Plan, Standard Operating Procedures and HUD regulations.  Determine staff training needs; coordinating provide appropriate training, coaching, etc.  Complete performance plans, evaluations and disciplinary actions for staff managed.  Perform client transactions as necessary to… Show more  Monitor production, quality control and data integrity of transactions completed by staff.  Ensure staff meets and/or exceeds BRHP performance standards.  Ensure compliance with BRHP's Administrative Plan, Standard Operating Procedures and HUD regulations.  Determine staff training needs; coordinating provide appropriate training, coaching, etc.  Complete performance plans, evaluations and disciplinary actions for staff managed.  Perform client transactions as necessary to ensure effective workflows and performance metrics are achieved.  Monitor and approve staff timesheets.  Ensure staff provides professional and comprehensive customer service to internal and external customers.  Evaluate procedures and processes and provide recommendations for program excellence.  Promote open communications between teams, departments and divisions.  Provide excellent customer service to participants, landlords, co-workers, clients and vendors.



Metropolitan Baltimore Quadel

• Housing Counselor

  • Nov 2011 - Dec 2014

  • Provides motivational counseling to Section 8 participants, who are enrolled in the Mobility program regarding housing search methods and utilizing community resources. • Schedules and conducts initial enrollment according to program procedures. • Conducts an initial home visit. • Completes an assessment interview. • Develops a family plan with objectives, services to be provided, milestones for completion of key elements and a timetable. • Enters into a written agreement… Show more • Provides motivational counseling to Section 8 participants, who are enrolled in the Mobility program regarding housing search methods and utilizing community resources. • Schedules and conducts initial enrollment according to program procedures. • Conducts an initial home visit. • Completes an assessment interview. • Develops a family plan with objectives, services to be provided, milestones for completion of key elements and a timetable. • Enters into a written agreement with the family that incorporates the plan. • Makes appropriate referrals for needed services to help remove barriers to a successful mobility move (e.g., credit repair, substance abuse). • Provides assistance with efforts at credit repair or rental history problems • Issues the Special Certificate and refers the family to landlords whose screening criteria the family can meet. • Keeps required records of the counseling services provided and the referrals made for each family and maintains those files according to the established protocols. • Coordinates with other local agencies regarding post-placement services. • Conducts follow-up via telephone calls and home visits. • Ensures systems of record are accurate and in compliance to program guidelines • Conducts Housing Choice Voucher Briefings • Completes affordability checks ensuring client can afford unit of request • Review Requests for Tenancy Approval to ensure all documents are needed to process clients’ records. • Oversee Workshop Coordinator staff to ensure files are maintained, processed accurately and efficiently. • Responsible for the creation of point of service elements and the creation of assessments in Efforts to Outcomes software (ETO) which documents client progress • Maintaining systems of record for counseling to ensure reporting software is up to date and accurate. • Provide monthly reporting templates to upper management of intake and counseling services completed within the counseling department.

• Workshop Coordinator

  • Mar 2006 - Nov 2011

  • Employs a stringent process in determining client eligibility by completing the admission process of clients from the point of application submission through the completion of the orientation process. • Determines client eligibility intermittently throughout the housing process by utilizing the database of Housing Authority of Baltimore City (HABC). • Supervises other administrative staff in an effort to facilitate a successful workshop program for MBQ clients. • Corresponds with… Show more • Employs a stringent process in determining client eligibility by completing the admission process of clients from the point of application submission through the completion of the orientation process. • Determines client eligibility intermittently throughout the housing process by utilizing the database of Housing Authority of Baltimore City (HABC). • Supervises other administrative staff in an effort to facilitate a successful workshop program for MBQ clients. • Corresponds with clients via the telephone and in writing to communicate program requirements and eligibility status. • Conducts monthly quality assurance process to ensure that the client records are in accordance with HUD requirements. • Responsible for the creation of point of service elements and the creation of assessments in Efforts to Outcomes software (ETO) which documents client progress. • Creates monthly reports and analyzes data for program management and other stakeholders as needed. • Conducts data tracking of clients within the program to determine progress, setbacks and timelines for program, completion. • Strong knowledge of Microsoft Office products • Strong attention to detail and strong organizational skills • Scheduling appointments for multiple employees and clients