Housing Programs Manager and Trainer

T A ' S H A E N. C O A K L E Y

**** ********** **** ****,******, Georgia 30096

954-***-**** mobile *************@*****.***

Professional Summary

Results driven housing professional with 20+ years of experience administering HUD-assisted housing programs, including Housing Choice Voucher (HCV) operations, eligibility determinations, portability administration, and regulatory compliance. Proven Team Lead with extensive experience supervising staff, delivering training and coaching, conducting quality control reviews, and ensuring adherence to HUD regulations and agency policies. Skilled in resolving complex participant and landlord issues, managing high-volume caseloads, and maintaining program integrity through accurate and efficient program administration. Recognized for strong leadership, exceptional customer service, attention to detail, and commitment to operational excellence.

SUMMARY OF SKILLS

Certified in HUD Enterprise Income Verification (EIV), Nan McKay Housing Choice Voucher Certificate and Rent Calculations.

Excel in work environments: meticulous, adaptive learner with high accuracy.

Highly organized individual, more than capable of representing the organization in a pleasant and professional manner.

Excellent team leadership skills and able to communicate effectively in a diverse environment.

I am skilled in Microsoft Word, Excel, and PowerPoint; and,

Quality control assessments on files with the ability to train support staff.

Worked with systems Emphasys (Elite), Lindsey Software Support, and Tenmast 1 and 2

Professional Experience

Atlanta Housing Authority Atlanta, Georgia

Team Lead (January 2025-Present)

• Supervise, mentor, and support housing specialists and administrative staff in the administration of HUD-assisted housing programs.

• Review eligibility determinations, recertifications, portability actions, and housing assistance cases to ensure accuracy and compliance with HUD regulations.

• Provide ongoing training, coaching, and performance feedback to improve staff productivity and service delivery.

• Assist management with monitoring program performance, workload distribution, and operational goals.

• Resolve complex participant, landlord, and stakeholder concerns while maintaining compliance with agency policies.

• Conduct quality assurance reviews and support internal audits to ensure file accuracy and regulatory compliance.

• Collaborate with community partners, landlords, and service providers to support housing program objectives.

• Maintain accurate program records and ensure data integrity within housing management systems.

• Communicate policy updates, procedural changes, and organizational initiatives to staff through team meetings and training sessions.

Housing Authority of the City of Decatur Georgia Decatur, GA

Portability Specialist (May 2017- Current)

Negotiated and prepared Housing Assistance Payments Contracts in accordance with the fair market rents, payment standards, rent reasonableness certification, utility allowances, and annual adjustment factors as prescribed by HUD.

Scheduled and conducted eligibility interviews with the waiting list applicants and incoming portability families, processed and obtained third party verification for family income, assets, and allowances, and calculates total tenant payment (TTP).

Managed all routine inquiries from clients and the public.

Assisted with mailing of portable incoming billing invoices in a timely manner.

Coordinated with the Inspections Department to secure inspection status of all new lease ups.

Coordinated with the Finance Department to ensure all Housing Authorities participants entered the system and updated with any changes to their data including administrative fee.

Processed all initial billing for incoming portable families inclusive of HUD-50058s and HUD-52665s on a timely basis and ensure accuracy of billing invoices.

Ensured briefings are available on a weekly basis to educate families on the rules and regulations regarding the Housing Choice Voucher program, including completion and issuance of family packets; and,

Scheduled, interviewed, processed data and correspondence related to the issuance of a voucher in accordance with HUD guidelines.

Housing Authority of Pompano Beach Pompano Beach, FL

OCCUPANCY SPECIALIST I (March 2016 – March 2017)

Managed caseload exceeding four hundred participants:

Currently completing all new admissions with lease up.

Completing all unit transfers.

Assisting with the initial process of qualifying the applicants to determine eligibility to the Section 8 program.

Maintain the applicants’ files who was approve for the program.

Issue and terminate vouchers of participants of the program.

Calculate the family rent and housing assistance payment.

Obtaining proper documents needed to complete the applicants’ files.

Conducting new admission orientation to the housing choice voucher program.

The Housing Authority of Fulton County Atlanta, GA

PORTABILITY COORDINATOR (April 2014 - January 7, 2016)

Negotiated and prepared Housing Assistance Payments Contracts in accordance with the fair market rents, payment standards, rent reasonableness certification, utility allowances, and annual adjustment factors as prescribed by HUD.

Scheduled and conducted eligibility interviews with the waiting list applicants and incoming portability families, processed and obtained third party verification for family income, assets, and allowances, and calculates total tenant payment.

Managed all routine inquiries from clients and the public.

Assisted with mailing of portable incoming billing invoices in a timely manner.

Coordinated with the Inspections Department to secure inspection status of all new lease ups.

Coordinated with the Finance Department to ensure all Housing Authorities participants are enter into the system and updated with any changes to their data including administrative fee.

Processed all initial billing for incoming portable families inclusive of HUD-50058s and HUD-52665s on a timely basis and ensure accuracy of billing invoices.

Ensured briefings are available on a weekly basis to educate families on the rules and regulations regarding the Housing Choice Voucher program, including completion and issuance of family packets; and,

Scheduled, interviewed, processed data and correspondence related to the issuance of a voucher in accordance with HUD guidelines.

OCCUPANCY SPECIALIST (March 2012 - April 2014)

Scheduled and conducted eligibility and recertification interviews with applicants, processed and obtained third party verification for family income, assets, and allowances, and calculated total tenant payment (TTP).

Determined applicant or program participant compliance with program requirement and may terminate contracts and assistance or recommend other remedies of corrective action such as reduction of subsidy, or collection of retroactive amounts owed.

Established and maintained rapport with landlords and tenants, and mediate problems and complaints.

Conducted and assisted with tenant, property owner meetings, or informational sessions. Also, requested unit inspections as needed.

Responsible for all inquiries and escalated issues via email, phone, and walk-ins.

Made referrals to the Family Self Sufficiency Program.

Created and maintained files in accordance with HAFC procedures for applicants, program participants, and owners.

Filed new paperwork weekly; and,

Maintained daily logs, weekly, and monthly statistics to illustrate status of assigned caseload or program activity.

Housing Authority of Pompano Beach Pompano Beach, FL

OCCUPANCY SPECIALIST (June 2009 - March 2012)

Effectively maintained a caseload of four hundred or more applicants.

Assisted with the initial process of qualifying the applicants to determine eligibility to the Section 8 program.

Maintained the applicants’ files who were approve for the program.

Issued and terminated vouchers for participants of the program.

Calculated the family rent and housing assistance payment, requesting proper documents needed to complete the file.

Broward County Housing Authority Fort Lauderdale, FL

OCCUPANCY SPECIALIST (December 2002 - November 2007)

I interviewed applications for the Section 8 program to determine eligibility.

Issued voucher of participation.

Prepared and completed tenant folders including case records, reports, contracts, and leases.

Initially determine and re-adjust family rent and housing assistance payment.

Completed move-ins and move-outs; and,

Transferred tenants to other agencies when they chose to relocate.

Housing Authority of Fort Lauderdale Fort Lauderdale, FL

OCCUPANCY SPECIALIST (June 2000 - December 2002)

I interviewed applicants for the Section 8 program to determine eligibility.

Issued voucher for Participation.

Prepared and completed tenant folders including case records, reports, contracts, and leases.

Initially determined and re-adjusted family rent and housing assistance payment; and,

Completed move-ins and move-outs.

EDUCATION

1/2009-2011 AIU Online College Buckhead, GA

AA of Business Administration

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