Director of Housing Operations at South Metro Housing Options (2024-10 – 2026-07)
Provided strategic direction and executive-level oversight for portfolio and Housing Choice Voucher programs, supporting effective housing operations and delivery of affordable housing services.
- Led Portfolio and HCV departments, including hiring, onboarding, training, professional development, performance management, and staff accountability.
- Oversaw property and voucher operations, maintenance, inspections, tenant files, leasing activities, recordkeeping, and resident data submissions for accuracy, timeliness, and compliance.
- Ensured compliance with HUD, Section 8 HCV, LIHTC, AHP, lender/investor, ADA, and Section 504 requirements.
- Developed, maintained, and implemented housing policies, procedures, the Section 8 HCV Administrative Plan, and Tenant Selection Plan; monitored regulatory changes and translated requirements for staff and leadership.
- Directed quality-control processes, including rent-calculation testing and file reviews, to identify deficiencies and strengthen program compliance.
- Monitored financial practices, expenditures, and departmental operations to support sound fiscal management and effective use of housing resources.
- Partnered with Compliance, Asset Management, Maintenance, and Resident Services leadership to improve property performance, address deficiencies, and strengthen resident outcomes.
- Developed action plans to improve staffing, marketing, community on-site operations, and overall program effectiveness.
- Served as a key liaison to community members, City staff, and the Board of Commissioners, providing education and advocacy regarding affordable housing programs.
Regional Portfolio Manager – Housing Management at South Metro Housing Options (2024-04 – 2024-09)
Directed daily management operations for SMHO's regional property portfolio, overseeing resident experience, property performance, compliance, and operational execution.
- Monitored property appearance, lease enforcement, vacancies, work orders, turnover activities, and overall site operations.
- Ensured timely completion of initial, annual, pre-move-out, move-out, and REAC inspections.
- Performed monthly quality-control testing of tenant rent calculations and addressed identified issues.
- Updated HCV Administrative Plan, Tenant Selection Plan, model leases, and Admissions and Continued Occupancy Plan; communicated regulatory changes to property teams.
- Prepared monthly property reports covering vacancies, file reviews, lease enforcement, and administrative changes.
- Collaborated with Resident Services Coordinators and participated in resident roundtables to address concerns and support housing stability.
- Provided management recommendations regarding lease terminations and evictions.
Program Manager – Housing Choice Voucher / Project-Based at Denver Housing Authority (2022-09 – 2023-12)
Managed HCV and project-based housing program operations, administering owner contracts and tenant certificates/vouchers while ensuring compliance with program obligations.
- Led staff activities including interviews, selection, promotions, disciplinary actions, terminations, performance reviews, and corrective actions.
- Supervised staff responsible for eligibility reviews, rent increases, applicants, portability, Move with Continued Assistance, and non-compliance matters.
- Directed quality-control reviews of lease-ups, terminations, leases, contracts, and 20% of other processes completed by supervised staff.
- Researched and monitored program violations, made participant termination decisions consistent with HUD requirements, and conducted informal hearings as required.
- Reviewed and authorized HAP/UAP payments and adjustments, vendor and participant adjustments, and repayment agreements involving participant or landlord overpayments/fraud.
- Developed and implemented policies and procedures, maintained program records, and prepared weekly, monthly, quarterly, and annual reports.
- Coordinated training and promoted strong customer service for participants, landlords, and community partners.
Residential Property Manager at Denver Housing Authority (2020-07 – 2022-09)
Managed mixed-income, multifamily, project-based, tax credit, and Housing Choice Voucher properties, balancing resident service, compliance, leasing, and property operations.
- Directly supervised 8–10 employees, including maintenance leadership, maintenance staff, a Housing Program Specialist, and resident caretaker.
- Managed move-ins, transfers, recertifications, and lease renewals while maintaining compliance with DHA policies and HUD regulations.
- Planned and analyzed budgets, reviewed operational work for accuracy and completion, and maintained day-to-day property performance.
- Achieved 100% occupancy of 187 units by the target date.
- Resolved staff and resident issues and represented DHA at community meetings.
- Facilitated staff meetings, trainings, tenant meetings, and resident engagement events.
- Partnered with social service agencies, Sun Valley Community Connectors, and the City of Denver, including support for Sun Valley Relocation.
Housing Program Specialist at Denver Housing Authority (2019-10 – 2020-07)
Determined initial and continued eligibility and processed applications, move-ins, move-outs, recertifications, re-examinations, income redeterminations, and income verifications.
- Resolved routine resident concerns and referred complex matters to management while maintaining accurate program records.
- Performed accounting functions related to office operations and supported property management and resident services.
Test Center Administrator at PSI Testing Center (2017-12 – 2019-10)
- Managed secure testing-center operations, candidate check-in/check-out, inspections, video surveillance, confidential records, inventory, and electronic fingerprinting.
- Trained entry-level proctors and delivered customer service by phone and email.
Housing First Director & Family and Senior Homeless (FSHI) Facilitator at The Salvation Army (2015-03 – 2017-06)
Provided leadership for Housing First programming and directly supervised a Housing First Caseworker.
- Managed case-management activities and partnerships with donors, sponsors, government agencies, faith communities, and community organizations.
- Oversaw Family First Apartments in partnership with Habitat for Humanity Denver, including case-management meetings, home visits, inspections, and program fees.
- Developed and implemented policies, procedures, eligibility criteria, reporting processes, and accounting controls for program assistance.
- Managed a Denver Public Schools partnership and grant and served as the primary organizational liaison.
Customs Broker Specialist at Gallagher Transport (2013-09 – 2015-03)
Prepared import documentation in accordance with U.S. Customs regulations and processed shipments requiring federal administrative review.
- Processed more than 25 files per week with 100% accuracy and filed import security filings for more than 70% of shipments.
