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Housing Authority reports contractor CVR handling thousands of calls, commits to monthly reporting and HUD-quality-control steps
Summary
Staff told commissioners the HCV contractor CVR handled 9,122 calls in February, has scanned 2,000 files and employs 41 staff with 13 vacancies. CVR will present to the board in April; HUD agreed CVR's quarterly QC reports will be accepted as part of corrective actions connected to the agency's CMAP review.
Acting executive director Ken Barbot and Chief Operations Officer Dina Hunts updated the Housing Authority March 5 on progress with CVR, the agency’s contractor for the Housing Choice Voucher (HCV) program, saying the vendor handled 9,122 calls in February and has begun more robust file-scanning and quality-control work.
Dina Hunts reported CVR answered 5,527 calls live and returned 3,595 calls; the contractor reported an average return time for callbacks of about three and a half days. Hunts said CVR currently has 41 staff working on the contract supplemented by six corporate…
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