DEPARTMENT OF HOUSING AND COMMUNITY DEVELOPMENT: PRIVATIZE THE SECTION 8 LEASED HOUSING PROGRAM OR OVERHAUL THE PROGRAM’S MANAGEMENT STRATEGY
The Section 8 program is perceived by its participants, its partners, and the broader community as inefficient, inflexible, and uncooperative. If this perception is to change, either the program needs to be privatized or the culture of the Section 8 division must be changed, the staff trained in the fundamentals of customer service, and their performance judged in accordance with quantifiable goals established by HABC.
Implementing this recommendation would necessitate instituting performance-based management requiring the establishment of quantifiable goals in the following areas:
– customer service
Estimated Annual Impact:
Estimated Implementation Costs:
Barriers to implementation:
– more pro-active;
Replacing senior leadership who may not be performing adequately will give HABC the opportunity to hire senior managers with the necessary expertise and commitment to providing an improved level of service. It will also send a message to the remaining Section 8 staff that poor customer service and lackluster performance will not be tolerated. The adoption of a performance-based management strategy, the communication of quantifiable performance goals to all staff, and the monitoring of staff performance will provide the basis for sound personnel decisions in the future.