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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 employees and is still recruiting to fill 13 on-site positions, including housing specialists, an enforcement specialist and a PIC reporting analyst.
On file work, Hunts said CVR has scanned 2,000 files and is working with a subcontractor to conduct document reviews. The contractor told staff it expects to clear a backlog of late reexaminations by May 31; Hunts said the volume of late reexams was “in the thousands” and that the board would receive more detailed monthly metrics going forward.
The operational update was tied to HUD monitoring. Hunts said the agency submitted quality-control logs covering October–December 2024 to HUD on Feb. 27 and submitted the CMAP (Section 8 Management Assessment Program) materials on Feb. 28. She said HUD agreed CVR will perform quarterly QC testing going forward and HACM will audit CVR’s work. "A stronger CVR is a stronger HACM," Hunts said.
Several commissioners asked how CVR measures success and what a “normal” call volume should be once operations stabilize. Hunts said she would ask CVR to report measures of customer experience and case-level communication tracking; CVR is scheduled to appear at the April meeting and staff said they will prepare advance reports for board review.
What it means: The vendor appears to have increased live-answer capacity and begun systematic file scanning and QC work, but staff cautioned the program is still recovering from prior delays. HUD’s acceptance of quarterly QC testing by CVR is intended to provide an earlier pulse on compliance as HACM works to improve CMAP indicators.
Next steps: CVR will present to the board in April and staff committed to providing written monthly metrics — including reexamination backlogs, timeliness and QC results — ahead of that meeting.
