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HCVP Case Manager

Job Title: Housing Choice Voucher Case Manager
Exempt: No
Salary Level: Annual - Depending on Experience
Employee Reports To: Chief Executive Officer
Prepared and Approved by: Chief Operating Officer
Date: 12/2023
Application Due Date: Open Until Filled

Summary 
This position is responsible for the timely and accurate completion of the annual and interim re-examination activity of the Housing Authority of the City of Texarkana, Texas (VCTT's) dba Village Communities of Texarkana, Texas (VCTT) Housing Choice Voucher (HCV) Rental Assistance Program. Under the Direction of the Chief Operating Officer (or designee), this position, admits applicants, schedules interviews, verifies family status and income, conducts third party verifications, make calculations to assure the accurate determination of income, computation of rent. This position is also responsible for ensuring adherence to rules and regulations governing the HCV program management through systematically monitoring, reviewing and documenting staff performance relative to initial and continued occupancy applications; re-examination activity; and certification to the HUD Section Eight Management Assessment Program (SEMAP).

Essential Duties 
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

  1. Schedule and conducts interviews with HCV participants or applicants. Determine eligibility for continued assistance. Verifies family status and income in accordance with HUD prescribed rules and regulations and agency policy, including accessing EIV information. Performance Standards: Compliance with HUD's third-party verification protocol, the Housing Choice Voucher Guidebook and the agency Administrative Plan.

  2. Issues and receives HUD forms 52665 and accompanying required documents for families porting in and out of VCTT's jurisdiction in accordance with HUD rules. Request and provides information on porting families. Request and provide Administrative Fee rates to initial and receiving PHA's. Track all port activity to ensure timely execution of HAP contracts. Track and reconcile all accounts receivables and accounts payables relative to portability activity. Performance Standards: Port activity conducted in accordance with HUD PIH 2004-12. All accounts receivables and payable discrepancies resolved. All tracking spreadsheets current and complete.

  3. Conducts and completes timely re-examinations for 100% of families in the assigned case load; Perform income calculations to determine the correct rent amount (family contribution and HAP contribution). Conduct personal quality control review of calculations. Performance Standard: 100% of re-exams conducted with at least 98% accuracy on all calculations; Compliance with CFR 982.

  4. Issues timely notices to families, landlord and other agencies (for families that are not absorbed by VCTT) regarding changes to family's rent portion and HAP contribution. Performance Standard: All changes noted and processed timely to ensure notices issued in compliance with HUD rules. (at least 30-day notice for all changes resulting in increase in family contribution).

  5. Performs data entry task to generate 50058 to be transmitted into PIC system and generate HAP checks; Completes electronic forms and retrieves information from automated system; Types correspondence and required forms. Performance Standard: Accurate correspondences, forms, 50058s and payments to landlords.

  6. Monitor and control timely PIC data entry and transmission. Ensures that data is accurate prior to transmission; provide error reports to supervisor for corrections; Recommend and or provide one-on-one training of staff as need is identified by PIC error reports. Recommend corrective actions required to achieve 100% reporting with no fatal errors. Performance Standards: Monthly report on PIC errors with recommendations for corrective actions and or training; PIC reporting rate of 100% with no fatal errors.

  7. Maintains case files in accordance with prescribed format ensuring that all essential data is contained therein. Make written notes to file on a log of correspondence and/or oral/telephone contacts with participants, landlords and providers of third-party verifications. Performance Standard: Notations in file that provide date, time, content and initialing of each entry (electronic notations are permitted provided that all required information is logged).

  8. Prepare spreadsheets and reports in accordance with established procedures which track completed activity. Performance Standard: Completion of spreadsheets, logs and reports by weekly and monthly cut off dates.

  9. Provide general program information in response to telephone inquiries received and or directs calls to appropriate staff. Answer phone calls from landlord, tenants and other housing agencies regarding status of assistance and HAP payments; Resolves complaints and disputes with owners and clients as appropriate. Performance Standard: Phone calls returned and or referred within 48 hours.

  10. Identify families potentially eligible for participation in FSS and homeownership activity as per established guidelines Performance standard: referrals of families who meet special program eligibility.

  11. Ensure timely and accurate processing of eligible Section 8 applicants from the waiting list as warranted by the number of vouchers issued and funding provided by the Department of Housing and Urban Development; Maintains records and reports relative to applicant status post initial interview through transfer to continued occupancy. Performance Standards: Consistently completing assigned work in accordance with established priorities, maintaining a high degree of accuracy, demonstrating initiative and adherence to strict confidentiality as required or appropriate; accurately maintained Case Manager work schedules and reports.

  12. Update applicant's files when applicable, performing preliminary eligibility determinations, verifying pertinent data, conducting background checks for drug related or violent criminal activity; Issue program vouchers in accordance with program regulations, HCV guidebook and agency administrative plan. Tracks and monitors voucher utilization in coordination with compliance and finance. Conduct quality control (QC) reviews of selection from wait list in accordance with sample size dictated by SEMAP regulations. Monitor eligibility activity to ensure compliance with SEMAP indicators: (1) Waiting list, (3) Determination of Adjusted Income, (8) FMR Limit and Payment Standards, (10) Correct Tenant Rent Calculations, (13) Utilization (Lease-up) and (14) family self-sufficiency. Performance Standards: Report on monthly QC file reviews of cases completed by case managers and wait list samples. Corrective action and recommendations communicated to staff for systemic problems discovered.

  13. Conduct meetings with applicants and owners to resolve problems and complaints regarding program participation, answer/return phone calls of applicants, participants, property owners, and the general public regarding the Section 8 program. Draft written correspondence in response to inquiries from clients, owners and government entities regarding subsidized housing programs. Performance Standards: Effective delivery of customer service evidenced by improved customer relations; documentation of phone calls returned within 48 hours. Files maintained on correspondence initiated.

  14. Conducts briefings for families and landlords; Conducts briefings for families and landlords; Participates in landlord outreach activity. Participates in decision making and strategy for opening and or closing waiting list; Performance Standard: Reports on briefing conducted for families and landlords; reports on outreach activity and written recommendations on status of waiting list.

  15. Conducts the annual/interim re-certification activity to assure timely and accurate processing and completion of scheduled appointments; continuing eligibility applications; re-certification of eligibility; provision of required notices to all participants; Assigning appropriate caseloads to Case Managers to ensure that all re-exam activity is completed and submitted for review within 60 days of effective date. Performance Standards: Consistently completing assigned work in accordance with established priorities, maintaining a high degree of accuracy, demonstrating initiative and adherence to strict confidentiality as required or appropriate. Accurately maintained case Manager work schedules and reports.

  16. Conduct quality control (QC) reviews on at least 25% of re-certifications completed, for compliance with SEMAP indicators (3) Determination of Adjusted Income, (6) HQS Enforcement, (7) Expanding Housing Opportunities, (8) FMR Limit and Payment Standards, (9) Annual Re-examinations, (10) Correct Tenant Rent Calculations, (13) Lease-up and (14) family self-sufficiency. Performance Standards: Report on monthly QC file reviews of cases completed by case managers. Corrective action and recommendations communicated to staff for systemic problems discovered.

  17. Maintains audit ready documentation on all SEMAP sampling and review activity, in accordance with established procedure, in a centrally located and secure area; maintain a departmental library containing current versions of all rules, regulations, guidebooks, notices, policies, procedures and forms. Maintains and controls client and landlord files. Request automated reports from MIS and Finance to aid in effective program monitoring and payment reconciliations. Performance Standards: Monthly report on SEMAP documentation; Updated program information centrally filed and accessible; Adequate written controls established for program files.

  18. Participate in: the monthly compilation of data for tracking monitoring and reporting on Section 8 utilization with Eligibility Manager and Section 8 Finance staff, projecting program utilization for the purpose of controlling voucher issuance, compilation of statistical data and other reports at the request of the Director of Business and Community Relations or other agency or government officials to answer questions regarding funding and or utilization. Performance Standards: regular reports to be submitted to the Director of Business and Community Relations regarding program utilization; written recommendations on improving program utilization.

  19. Provides quality control (QC) for UPCS/V inspections and coordinates with VCTT staff as required facilitating completion of inspections.

Knowledge, Skills and Abilities

  1. Knowledge of Texas Tenant/Landlord law.
  2. Proven ability to develop and work within property-level budgets.
  3. Knowledge of HUD regulations related to occupancy management.
  4. Knowledge of physical systems sufficient to coordinate maintenance priorities.
  5. Knowledge of property management filing systems.
  6. Good communication and supervisory skills.
  7. Sophisticated knowledge of basic office computer software including Internet and e-mail systems.

Physical Requirements 
The duties of this position are primarily office and site-based and require manual dexterity sufficient to competently use office equipment such as a computer keyboard or calculator. From time to time, the holder of this position will be required to conduct site visits that would include the ability to traverse over a 1/4 mile at a time and ability to climb stairs. Effective written and oral communication skills are also required such as complex written responses to regulatory agency or public information request.

Education and Experience 
Bachelor's Degree (or equivalent work experience) with two or more years' experience working with low income or assisted housing programs and demonstrated skills in site base management, lease enforcement, maintenance supervision and budget management; or

A Master's degree may be substituted for one year of general experience.

Other 
Must possess a valid driver's license and be able to be covered by the VCTT's insurance.

Effective and respectful communication and interaction with other employees and supervisors; Conduct staff meetings with team members to discuss operational problems, changes, results of Quality Control reviews, and other program related matters. Confer with peers and supervisor relative to the needs of the division/program. Performance Standards: Maintaining an orderly and pleasant work environment; cohesive and productive work group; documented monthly staff meetings; documented written recommendations on program needs.

An Equal Opportunity Employer

VCTT Instrumentalities & Affiliates (When engaged) 
Provide various professional services under agreements with HUD and other entities including, but not limited to:

HCV Services 

  • Technical Assistance - HCV Program Administration; When engaged & assigned.
    • Provide consulting and program management services
    • Interpret and implement new HUD policies and requirements
    • Develop strategies for responding to audit findings
    • Provide customized training based on client needs and assessments
    • Conduct program assessments and process mapping in order to improve program efficiencies, identify training areas, and reduce administrative costs
    • Oversee waiting list openings, including marketing materials, call center, applicant assistance, lottery selection, and applicant notifications

  • Technical Assistance - Inspection Services; When engaged & assigned.
    • Offer Inspections by HQS- certified and lead-based paint trained inspectors
    • Provide technology tools that create efficient and effective routes
    • Assist Owners and Participants by offering a dedicated Web Portal to access real-time information, including schedules, results and deficiencies
    • Deliver immediate notice to the PHA, owner and tenant for failed inspections via email and mail
    • Provide customer service Call Center

  • Technical Assistance - Technology Tools; When engaged & assigned.
    • Provide proprietary HCV technology tools to reduce administrative costs and improve efficiency:
    • Applicant Portal for simple online wait list application management
    • Inspection Management System to monitor inspectors, improve communication, and maintain letters and photos in real-time
    • Quality Control Management System to monitor compliance, staff performance, and reduce errors
    • Owner and Participant Portals to manage owner and resident activity

Revision Schedule

  • January 25, 2021
  • August 9, 2021
  • December 1, 2023