Program Coordinator, HCVP

About Us

Founded in 1937, the Housing Authority of Baltimore City (HABC) has kept the promise of public housing alive. It has done so by maintaining and modernizing its buildings and enriching the lives of its residents through innovative social services, recreational and educational programs, and job training initiatives. What makes HABC successful is the dedication of its employees and its history of strong leadership.

HABC Benefits Health and Well-Being At the Housing Authority of Baltimore City (HABC), we offer a competitive benefits package that supports our recruitment and retention goals and meets the diverse, evolving needs of our employees. HABC’s comprehensive benefits package includes: Vacation and Leave Universal leave program 12 paid holidays Health and Wellness Medical and dental insurance Employer‑paid vision coverage Flexible Spending Accounts (FSA) Employee Assistance Program (EAP) Free health and wellness programs Income Protection and Retirement Life insurance with optional additional coverage Short‑term disability Voluntary Plans Retirement programs with employee contribution options Position Summary Under general supervision, provides leadership and oversight in units of the Housing Choice Voucher Program (HCVP).

Administers aspects of the program and reviews for accuracy and quality of work completed in HCVP. Performs responsible analytical and administrative work in support of the HCVP/Section 8 programs. Provides detailed training to new and current Program Specialists and others on new initiatives and refresher topics, as necessary.

Enforces adherence to HABC policies and procedures and HUD regulations. Works to maintain HCVP partnerships with the special referral programs, responds to complaints, and mediates solutions. Recommends methods to improve efficiency and accuracy and assists the Manager with general oversight. Serves as acting manager in the absence of the Manager.

Provides excellent customer service assistance orally and in writing to employees, clients, landlords, applicants, participants, and other agencies. Performance of the duties requires the ability to understand and interpret policies, regulations, and procedures. Performance of the duties requires excellent supervisory skills, customer service skills, good problem-solving abilities, and attention to detail.

Prepares for and attends Court Hearings, as assigned. All activities must support the Housing Authority of Baltimore City (“HABC” or “Authority”) mission, strategic goals, and objectives.

Essential Duties and Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed. Performs customer service functions Provides customer service to applicants, participants, property owners, other agencies, and employees.

Assists clients by responding to inquiries via mail, e-mail, and telephone. Accurately disseminates HCVP information to applicants, participants, owners, and all other interested parties in the community. Explains HUD regulations, HCVP policies and procedures, and contract terms to owners and tenants. Interprets HABC policies and procedures and HUD regulations to staff and customers.

Retrieves information from program software to answer inquiries and assist customers in resolving problems, concerns, and complaints. Trains and provides guidance to new and current HCVP employees, and other HABC stakeholders concerning the following: HUD regulations and HABC Administrative Plan HUD and HCVP Eligibility and Continued Assistance policies and procedures Technical HCVP Program requirements HCVP Landlord Portal, Applicant Portal and Resident Portal Procedures for determining eligibility, calculating income and rent, the leasing process, Housing Quality Standards (HQS) Inspections, and denials and termination of assistance.

Methods to improve caseload management, productivity, and morale. Educate and advise HCVP applicants and participants, new and current landlords/owners, and community stakeholders concerning the following: HUD regulations and HABC Administrative Plan HCVP special housing programs HCVP incentives HCVP Landlord Portal, Applicant Portal and Resident Portal Attends internal management and staff meetings and external meetings with property owners or landlords, housing agencies, and government officials.

Drafts and types a variety of written correspondence to clients, applicants, participants, landlords, employees, and other agencies. Responds to and troubleshoots complaints from private/public sectors. Mediates and arbitrates landlord/tenant disputes, negotiates fair and equitable solutions to problems involving repairs, rents, maintenance, terminations, or payment reimbursements.

Monitors special programs and projects; tracks and reports on statuses and outcomes. Coordinates special events that can include (but not limited to) expedited interviewing and briefing sessions, housing fairs and outreach, and hosting informational landlord sessions for landlord recruitment. Evaluates termination referrals.

Examines applicant and participant folders, verifying that the correct documentation is in the file. Gathers evidence and prepares cases to present at hearings concerning terminations and repayment of funds as assigned. Attends and presents testimony in district and circuit court. Complies with HUD Personally Identifiable Information (PII) and Enterprise Income Verification (EIV) requirements.

Provides weekly reports of program activity to Managers. Serves as Acting Manager in the absence of the Manager. Performs the following quality control tasks: Reviews and monitors the work of others to ensure quality control, adherence to HABC policies and procedures and HUD regulations, and ensures compliance with applicable performance and production standards.

Conducts desk audits to confirm confidential documents are not visible and monitors the number of files at the desk. Audits monetary transactions for accuracy to prevent fraud and abuse. Identifies, corrects, and tracks errors; monitors progress with MAP errors. Reviews and recommends changes to policies and procedures to minimize errors and/or the impact of errors.

Investigates accounts to determine the validity of payments, terminations, payment, or reimbursement of payment. Controls payments and/or suspends, terminates, reinstates, and recovers money. Performs the following leadership tasks: Recommends hiring and promoting. Assigns staff daily work schedules. Collaborates with manager to implement unit goals and procedures Completes weekly case reviews.

Monitors and reviews quality and quantity of daily production. Ensures accuracy of work performed, Meets with staff to gather updates, answer questions, and review workload. Recommends improvements in workflow efficiencies. Assists with addressing staff concerns. Mentors employees toward improvement, recommends corrective actions (up to termination) and ensures that necessary corrective actions are taken.

Interviews New Hires. Performs other duties as assigned. Additional Duties based on assignment: Continued Assistance, Site Based, RAD, Applications & Waiting List: Reviews rent calculations for completeness and accuracy to determine tenant portions and housing assistance. Investigates to determine the validity of payments, terminations, or reimbursement of payments.

Provides applicants and participants with community-based information, i.e., social services and housing agencies such as shelters, fair housing agencies, Legal Aid Bureau Inc., and government-sponsored social services agencies. Makes referrals to other service agencies and organizations as warranted. Monitors applicant selection, preference policies, portability, denials of assistance, voucher issuance, expiration, and withdrawals.

Ensures documents are processed within the required timeframe. Monitors procedures for specific actions, reviews household composition and income, explains regulations, and informs the client of results. Maintains accurate records for assignments, initiates payments, suspends, terminates, or reinstates payments and recovers monies.

Compiles and updates data and prepares reports. Assists with correcting and processing errors. Completes caseload as assigned. Monitors contract renewal dates, rent increase requests, and current vacancies; ensures timely submission of move-in documents from landlords for project-based programs, Supervises and ensures home visits are scheduled and conducted within required time frames.

Creates and maintains a log of home visit outcomes and prepares reports. Minimum Education, Training, and/or Experience Bachelor’s degree in business, social service, or related field(s) and a minimum of three (3) years of experience in low-income, HUD Housing Choice Voucher Program (HCVP), dealing with property management, leasing, and contracting.

An equivalent combination of education, training, and experience may be considered. Special Requirements Possession of a valid Maryland driver's license. Must be able to be covered under the Authority's vehicle insurance policy. Must not engage in private real estate business. Other Requirements: Availability to work some evenings and weekends as needed.

Successful completion of a pre-screening investigation, including verification of employment history and education credentials. A 6-month probationary period applies to this full-time permanent position. FOR INTERNAL CANDIDATES ONLY: Current HABC employees who are on probation, whether due to initial new hire status (6 months) or promotion (3 months), will have the opportunity to apply for other roles within HABC once their probationary period is successfully completed.

This allows time for growth, development, and the demonstration of their skills and commitment, paving the way for new opportunities within the organization. If you are currently under the progressive disciplinary process or have received disciplinary action within the past six (6) months, it may impact your ability to be considered for promotion within HABC.

Please refer to the Manual of Personnel Policies or the applicable Collective Bargaining Agreement for additional information regarding the disciplinary process. This job posting will remain open until October 27 th , 2026.