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New vendor CVR begins HCV management; board presses for clearer communications, dashboards and resident inclusion
Summary
Commissioners pressed CVR Associates and HACM staff on call-center performance, backlog in voucher processing and confusing rent/recertification notices after the authority transitioned Housing Choice Voucher operations to CVR; staff promised template fixes, better communications, and quarterly briefings with resident groups.
HACM commissioners and staff on April 9 reviewed early performance after CVR Associates began managing the agency—s Housing Choice Voucher (HCV) operations and identified continuing backlogs and communication failures that are affecting residents and landlords.
Tracy Sheffield, senior vice president with CVR Associates, and Michael Tonovitz, CVR executive vice president, described four priority projects: percent file reviews, project-based voucher (PBV) backlog remediation, a research backlog tied to conversion, and reconstruction of Family Self-Sufficiency (FSS) files and escrow amounts. CVR said it has begun scanning and reconstructing records and…
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