Housing Choice Voucher Program Manager

FUNCTION:

Reporting to the Director of Housing Services, the HCVP Manager is responsible for overall operation and performance of the HCVP team including staff and contractor performance. This includes performance measurement and reporting, staff performance and development, continuing staff education, community and provider relations, staff relations, meeting performance standards for the service and agency established in contracts with IHCDA and other funding sources, program review and quality oversight for compliance with the State and Federal guidelines and practices.

The HCVP Manager is expected to be an active participant in the agency’s mission, vision, and values. He/she shall work to ensure consistent, quality services to the agency’s constituents, demonstrate enthusiasm, initiative, and flexibility in assignments and maintain positive working relationships and communication with all agency personnel, will be inclusive, communicative and will establish himself/herself as a primary resource to those he/she supervises.

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.