Technical Support to the Housing Authority of Maricopa County
HUD requested that Econometrica assist the Housing Authority of Maricopa County (HAMC) with its operation of finances, customer service delivery, and Housing Choice Voucher (HCV) program. HAMC had experienced issues with the performance of its HCV program as well as its financial management, and HUD received numerous complaints regarding the customer service and treatment from HAMC staff. Although the organization had made great strides prior to Econometrica’s work plan, we did provide some of the following assistance.
- In the area of finance, Econometrica helped HAMC complete a voucher portability reconciliation, develop new policies and procedures, and train staff to address their challenging HCV port-in issue. In addition, we prepared a 3-year budget forecast based on HAMC’s implementation of the Rental Assistance Demonstration (RAD) program and the impact on the Centralized Office Cost Center as well as develop a plan for building an HCV program reserve. Specific to the HCV program, Econometrica completed a hearing officer and RAD Project-Based Voucher training, as well as updating the agency’s Administrative Plan and developing a quality control program for the HCV tenant files.
- In the area of customer service, Econometrica conducted an in-house survey to capture internal and external customer service needs and available resources. Developed a series of applicant and tenant customer service surveys, information sheets and protocols, as well as website upgrade recommendations. We also assisted with their policies around debt collection and interim certification policies, which led to a less customer-oriented environment at HAMC.