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Housing Choice Voucher Program Manager

At Quadel, we believe great work starts with great people. That's why we focus on building teams that care deeply about the communities we serve and the colleagues we work beside every day. We're currently seeking dedicated professionals who are ready to grow with us and help drive our mission forward.

JOB SUMMARY

The Manager is responsible for the overall leadership, management, and supervision of administrative, professional, and technical staff involved in the day-to-day operations of the Housing Choice Voucher (HCV) program under the direction of the Deputy Director. This position ensures full compliance with U.S. Department of Housing and Urban Development (HUD) regulations, the PHA Administrative Plan, all applicable program requirements and contractual requirements. The Program Manager implements the strategic direction, operational oversight, and performance management to ensure program integrity, efficiency, and high-quality service delivery. This role is accountable for achieving performance standards, including SEMAP compliance and scoring as well as contracted performance service level requirements.

DUTIES AND RESPONSIBILITIES

• Plans, organizes and supervises the work of administrative, professional and technical employees involved in the day-to-day administration of the program.
• Provides leadership and direction in establishing program goals, objectives, and policies.
• Maintains current understanding and compliance with HUD regulations, the Administrative Plan and program procedures.
• Ensure staff are trained on and comply with HUD regulations, the Administrative Plan, and program procedures.
• Conduct routine monitoring and reporting of program operations to ensure full compliance with SEMAP indicators and contractual performance service levels.
• Develop and implement program strategies to improve operational efficiency, service delivery, and overall program performance.
• Monitor HUD systems (Public Information Center; Enterprise Income Verification and any successor system) to ensure timely reporting and correction of deficiencies.
• Ensures contractors are performing to the required service levels and meet contract obligations
• Investigates and resolves problems involved in the management of the program specific to the areas of supervision.
• Advises the Managing Director of the status and needs of the program(s)
• Writes and prepares weekly, monthly and annual reports.
• Demonstrates superior seamless customer service, integrity, and commitment to innovation, efficiency, and fiscally responsible activity.
• Advises Managing Director immediately of any issues or complaints regarding discrimination, legal issues, etc.
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES

• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Supervise and coordinate the daily work activities of assigned staff.
• Assign, prioritize, and monitor workload to ensure timely and effective service delivery.
• Provide guidance, direction, and technical assistance related to HCV program policies and procedures.
• Review work products, communications, and outreach activities for accuracy, quality, and compliance with program requirements and contractual obligations.
• Conduct regular team meetings to communicate priorities, updates, and performance expectations.
• Train, coach, and mentor staff to strengthen program knowledge, customer service skills, and professional development.
• Monitor staff /contractor performance, including productivity, responsiveness, and service quality, and provide ongoing feedback.
• Conduct performance evaluations and support the formal performance management process.
• Address and resolve staff performance issues and escalate disciplinary matters as appropriate.
• Support staff in resolving complex program issues, including escalated inquiries and disputes.
• Ensure consistency in messaging, strategies, and service delivery across the team.
• Promote adherence to organizational policies, confidentiality requirements, and professional and/or contractual standards.
• Identify training needs and coordinate skill development opportunities for staff.
• Foster a culture of accountability, professionalism, collaboration, and customer service excellence.

QUALIFICATIONS

• Three years of responsible experience in the management of assisted and affordable housing programs, including at least two years of supervisory experience, and a bachelor's degree in business, public administration, the social sciences, or a related field. Other combinations of experience and education that meet the minimum requirements may be substituted.
• Knowledge of program development, monitoring, and evaluation techniques, principles and practices of public administration and public housing management, community resources available to assist residents, contract negotiation methods and legal procedure, principles, methods, and practices of municipal budgeting.
• Strong knowledge of HUD regulations and the Housing Choice Voucher (HCV) program required.
• Demonstrated experience with SEMAP compliance and performance management systems preferred.
• Strong leadership, organizational, and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to manage complex operations and multiple priorities in a high-accountability environment.
• Knowledge of and ability to use system of records, Microsoft Office Word, Excel, Power point
• Proficiency in written and spoken English is required to effectively communicate with customers, team members, and management.
• Professional working proficiency in Spanish/Creole a plus.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Occasionally required to stand.
• Occasionally required to walk.
• Frequently required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
• Occasionally/required to lift/push/carry items up to 25lbs.

Quadel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, or any other protected status under applicable law. Quadel complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities throughout the hiring process. Employment is contingent upon successful completion of pre?employment requirements, which may include background screening, pre-employment drug test and verification of credentials. This job description reflects the general nature of the position and is not an exhaustive list of duties or responsibilities.