QUALIFICATIONS: An example of acceptable qualifications for this position:

Must possess a Bachelor’s degree in Business Administration, Sociology, Public Administration, or related field preferred. Minimum of three years of supervisory experience, with housing-related expertise in inspections, payments, and rent adjustments.

LICENSURE OR CERTIFICATION REQUIREMENTS:

N/A

EQUIPMENT OPERATED: The following are examples only and are not intended to be all inclusive. Calculator, computer, computer software (e.g., Microsoft Office, Microsoft Teams, Microsoft Vizio, Scyphus, OnBase, SharePoint, OnCue, Dynamics, US Bank Software, Affordablehousing.com, ADP, Adobe Reader, and other applicable computer software), mobile phone, fax machine, copier, scanner, telephone, and other standard modern business office equipment.

INHERENTLY HAZARDOUS OR PHYSICALLY DEMANDING WORKING CONDITIONS:

Employee ascends and/or descends ladders, stairs, or scaffolds; has exposure to chemical compounds found in an office environment (e.g., toner, correction fluid, etc.); is exposed to environmental conditions which may result in injury from fumes, odors, dusts, mists, gases, and/or poorly ventilated work areas; is exposed to possible injury from unclean or unsanitary conditions, electrical shock; works in or around crowds; has contact with potentially violent or emotionally distraught persons or vicious animals; has exposure to hot, cold, wet, humid, or windy weather conditions; exposure to hazardous driving conditions; has exposure to second-hand smoke; this is considered light work and the employee must demonstrate the ability to perform the physical demands required of the position in accordance with the U.S. Department of Labor’s physical demands strength ratings.

In cases of emergency, unpredictable situations, and/or department needs, may be required to lift, push, pull, and/or carry objects heavier than D.O.L. strength ratings recommend.

JOB DESCRIPTION AND WORKER CHARACTERISTICS:

JOB DUTIES in order of importance

ESSENTIAL FUNCTIONS OF THE POSITION: For purposes of 42 USC 12101:

The Participant Relations and Outcomes (P.R.O.) Agent Supervisor for Inspections, Rent Increases, and Payments oversees critical Housing Choice Voucher (HCV) program functions. This includes coordinating inspections, managing rent increases, ensuring accurate and timely payments, and maintaining compliance with

HUD and CMHA regulations. The supervisor leads a team of P.R.O. Agents, ensuring performance metrics, customer service excellence, and operational efficiency are consistently achieved.

Operational Oversight

1.       Third-Party Vendor Coordination: Manage relationships with vendors to ensure timely completion of required inspections.

2.       Payment Management: Oversee payment processing, maintaining an accuracy rate of at least 98%.

3.       Rent Increase Oversight: Ensure timely and compliant processing of rent adjustments.

4.       Quality Control (QC): Conduct routine QC reviews of inspections, payments, and rent adjustments to ensure compliance with HUD and CMHA standards.

Team Leadership

5.       Supervision: Lead, mentor, and develop the P.R.O. Agent team, fostering a collaborative and productive work environment.

6.       Performance Monitoring: Establish and monitor performance metrics, ensuring team adherence to service standards.

7.       Training and Development: Implement ongoing training programs to enhance team capabilities and compliance knowledge.

Compliance and Reporting

8.       Regulatory Adherence: Ensure compliance with HUD, CMHA, and local housing policies.

9.       Audits and Reporting: Prepare and review reports for audits and performance assessments, responding promptly to findings.

Problem Solving and Stakeholder Engagement

10.   Conflict Resolution: Address escalated issues with internal and external stakeholders, ensuring effective solutions.

11.   Strategic Collaboration: Work with leadership to align team operations with organizational goals and program strategies.

OTHER DUTIES AND RESPONSIBILITIES:

12.   Performs additional duties as assigned to support departmental goals and objectives.

MINIMUM ACCEPTABLE CHARACTERISTICS: (*indicates developed after employment)

Knowledge of: interviewing; office practices and procedures; *Agency/department goals and objectives;*Agency/department policies and procedures; *workplace safety practices and procedures; *personnel rules and regulations; supervisory principles and practices; computer software; community resources and services; records management; personnel administration; office management; project management;

government structure and process; public administration; government grant programs; state, federal, and local laws and/or regulations; employee training and development; local geographical area; business administration;

English grammar and spelling; modern principles, practices, and techniques of Public Housing Authority management; the relationship of Public Housing Authority’s to other federal, state, and local jurisdictions and their abilities to provide funds or other support to the Authority; pertinent HUD regulations; federal, state, and local laws and regulations pertaining to public housing authorities; modern principles, practices, and techniques of rental property maintenance; Housing Choice Voucher and low-income housing policy and regulations; Housing Choice Voucher eligibility and rent calculation requirements, as required by HUD and Housing Quality Standard (HQS) Inspection Program; apartments & dwellings; construction. Housing and rental property maintenance standards.

Skill in: computer operation; use of modern office equipment; customer service; organization, planning, and time management.

Ability to: interpret a variety of instructions in written, oral, picture, or schedule form; deal with many variables and determine specific action; apply management principles to solve agency problems; define problems, collect data, establish facts, and draw valid conclusions; exercise independent judgment and discretion; understand, interpret, and apply laws, rules, or regulations to specific situations; select most qualified applicant according to specifications for referral; read, copy, and records figures accurately; add, subtract, multiply, and divide whole numbers; calculate fractions, decimals, and percentages; copy records precisely without error; complete forms; prepare correspondence; compile and prepare reports; respond to routine inquiries from public and/or officials; conduct effective interviews; communicate effectively; train or instruct others; understand a variety of written and/or verbal communications; maintain records according to established procedures; handle sensitive inquiries from and contacts with officials and general public; develop and maintain effective working relationships; resolve complaints; travel to and gain access to work site; maintain confidentiality.

POSITIONS DIRECTLY SUPERVISED:

P.R.O Agents

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