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Contractor CVR faces staffing and reconciliation delays in HACM voucher work; HUD involvement ongoing
Summary
The contractor managing HACM’s voucher operations continues to report staffing turnover and unresolved reconciliations, particularly at Westlawn; the authority and HUD officials are monitoring progress and CVR is billing under a year‑one administrative fee arrangement.
Commissioners expressed concern on Wednesday about the pace of work by CVR Associates Inc., the contractor managing parts of HACM’s Housing Choice Voucher operations.
Acting Executive Director Ken Barbot said CVR is “finishing up the analysis of discrepancies” between HACM’s records and voucher records and that the vendor is prioritizing files with the greatest discrepancies; he said the largest reconciliation issues are at Westlawn. Barbot told commissioners CVR has hired temporary staff specifically to address the backlog but is still contending with turnover.
Barbot described the vendor’s first-year fee arrangement to commissioners: CVR is paid a large portion of the voucher administrative fee in year one (the presentation referenced a first-year rate of about 85 percent of the fee), with the vendor also contracted to complete a 100% participant file review this year. Barbot and commissioners said the authority is monitoring quality control and has pushed CVR to identify staff making recurring errors so training can be targeted.
Commissioners said they have received resident complaints about late or inconsistent recertifications and asked staff for a timetable and a copy of the signed contract. Vice Chair Gotzler asked staff to circulate the full agreement; Barbot said HACM’s contract administration team, led by COO Dina Hunt, is overseeing daily interactions with the vendor and will report back on progress.
HUD is engaged at multiple levels: Barbot said the local HUD field office and HUD quality assurance staff are in contact with HACM as the contractor works through performance issues. Several commissioners said they expect staff to return with a clearer remediation timeline if the current staffing and processing issues do not show measurable improvement in the coming months.
