Manager, Occupancy

Manage, monitor, audit, and report on all waitlist management and continued occupancy matters, as well as other daily operations of the Occupancy Department. Ensure timely and effective customer service consistent with HUD regulations and CHA policies and procedures. Represent the Occupancy Department and provide support to various internal and external stakeholders.

DUTIES AND RESPONSIBILITIES

• Waitlist Management: Manage, monitor, and audit the accuracy of new and updated application waitlist placement through the online application portal as well as the accuracy of applications selected from the waitlist. Ensure that outreach & screening documentation complies with applicable CHA policies, procedures, and processes.
• Customer Service: Manage customer service inquiries to include addressing client comments, concerns, and making manual application updates as needed. Customer service may be in the following formats: Face-to-face, written, over the telephone, and through an online portal. Process and conduct requests for Waitlist Appeals and grievance hearing requests.
• Continued Occupancy: Manage continued occupancy matters and timely processing of lease additions, residuals, and transfers including running and evaluating criminal/credit background reports.
• Policy Enforcement: Ensure property management contractors, internal and other external stakeholders comply with CHA’s Occupancy related policies, procedures, protocols, and other requirements. Implement and administer new and modified policies and procedures. Provide recommendations on procedural, standard operating procedures, and process updates.
• Training: Develop and administer various Occupancy related trainings for internal/external stakeholders online and face-to-face.
• Team Management (Supervisor): Provide guidance, plan, and conduct routine team meetings to provide updates, discuss and resolve work product concerns. Provide and reinforce implemented processes through training. Manage team morale, create team cohesion, organize, motivate, and lead with emotional intelligence. Introduce projects and initiatives that ensure compliance with project requirements. Conduct performance evaluations and implement Corrective Action Plans (if necessary). Strategize to ensure waitlist management activities are processed accurately and timely.
• Working with IT: Work with the Information Technology team to write project specifications, conduct user acceptance testing, attend various project team meetings, implement and update application management systems. Troubleshoot and submit IT tickets to resolve technical issues.
• Reporting: Prepare team and departmental reports on an as needed basis (adhoc, weekly, monthly, quarterly, annually) for submission to senior and executive staff for both internal and external stakeholders.
• Other: Participate on Request for Proposal committee teams to procure services and products. Performs all other duties and projects as assigned.

QUALIFICATIONS

This position requires the following: Bachelor's degree in Business Administration, Urban Planning, Public Policy, or related field. Detailed oriented with the ability to think out of the box and at least five (5) years of experience in managing a team. At least, five (5) years of experience working with public housing, Project Based Voucher (PBV), or other affordable housing program(s). The incumbent must possess strong leadership skills to manage employees, daily departmental activities, strong written and verbal communication skills, and, effective customer service skills. The ability to manage multiple projects with competing deadlines. Computer skills: Yardi, Microsoft Excel, PowerPoint, and WORD.

The following is highly desirable: Experience managing unionized employees and processing housing applications using Rent Café.

Salary Range: 90,000 – 95,000

Grade: S9

FLSA: Exempt

Union: None