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CVR hires additional staff to address voucher backlog; HACM staff and CVR to coordinate weekly
Summary
CVR, HACM’s voucher‑processing partner, added four staff and is using remote resources to help clear a backlog in voucher administration; HACM staff said they hold regular coordination meetings and will continue to monitor performance metrics.
HACM staff and representatives from vendor CVR updated the board June 11 on progress addressing a backlog in voucher processing and customer‑service calls. Tracy Sheffield, senior vice president at CVR, and Tina Royalty, CVR on‑site deputy (formerly HACM staff), were present for commissioners’ questions.
Ken Barbot and Dina Hunt said CVR received added staffing capacity in recent weeks to accelerate processing: CVR hired four additional staff beyond the originally budgeted positions and assigned some work remotely to manage the backlog. Hunt said she holds a standing Monday meeting with CVR leadership and on‑site staff to review outstanding items and to ensure performance reporting meets HACM needs. CVR also adjusted how call‑center metrics are reported after board requests.
Barbot and Hunt said staffing shortages across HACM and contractors complicate backlog reduction; CVR told the board it is adding staff and adjusting processes to increase throughput while assuring data confidentiality for proprietary proposal details.
Why it matters: Timely voucher processing affects participants’ housing stability and HACM’s program compliance. Commissioners asked for continued transparency on CVR performance metrics and for staff to include CVR progress in future board reports.
