Client Services Manager - City of Madison

This is responsible supervisory and managerial work in the management of the Community Development Authority’s (CDA’s) Housing Voucher program, as well as the admissions and eligibility function of both the Housing Voucher program and Public and Multifamily Housing programs. The work involves responsibility for managing, coordinating, and directing program functional areas and developing and implementing operational systems, program policies and procedures that ensure high quality services and cost-effective operational systems.  The position supervises staff through a Section 8 Supervisor and an Admissions and Eligibility Supervisor in an effort to foster alignment and collaboration, and works in close coordination with program leadership to create synergy and clarity amongst program staff.

The position establishes best practices and standards of excellence for program management ensuring a high level of client satisfaction. The work includes developing operating budgets, and standard operating policies and procedures that ensure the achievement of goals, plans, and objectives are consistent with regulations, contract requirements, and performance standards, as set by the U.S. Department of Housing and Urban Development (HUD) and the Wisconsin Housing and Economic Development Authority (WHEDA). The position serves as a member of the CDA’s senior management team and participates in the CDA’s implementation of strategic housing initiatives to assist in designing and managing programs.   Work is performed with a high degree of independence and decision-making under the general supervision of the Housing Operations Program Manager (CDA Deputy Director).

1. Leadership including managing or supervising employee groups that have a variety of work responsibilities;
2. Describe a time you implemented a change in a process at work, how did you identify the change was needed, what did you do to implement the change, and how did you manage this change;
3. Describe a time where you mediated a situation between two distressed individuals and how did you find a successful solution.