BONNIE HODGE
Summary
Dynamic leader with extensive experience in Housing Choice Voucher Program Administration, problem solving and conflict management skills. Evaluate and address grievances and undesirable outcomes. Proven track record in strategic oversight, staff development, driving program efficiency, and enhancing stakeholder relationships. Passionate about empowering communities through effective housing solutions.
Overview
16
16
years of professional experience
Work History
Chief Ombudsman Officer
Housing Opportunities Commission Of Montgomery County
Kensington, Maryland
09.2021 - Current
- Facilitate housing program operations to ensure regulatory compliance across multiple initiatives
- Support individuals and families in securing stable housing through diverse assistance programs
- Serve as agency hearing facilitator
- Supervise the Office of the Ombudsman staff, delivering clear operational directives and guidance
- Manage case files, maintaining the accuracy and completeness of records
- Serve as the liaison for program administration, effectively communicating with stakeholders
- Investigate customer inquiries, mediate disputes and propose effective resolutions
- Collaborate with internal and external partners to provide thorough, fact-based responses
- Educate stakeholders and customers on program regulations to enhance understanding of processes
- Evaluate grievances and recommend actionable resolutions based on findings
Assistant Director - Housing Resources
Housing Opportunities Commission Of Montgomery County
Kensington, Maryland
08.2014 - 09.2021
- Provided management oversight and implementation of the Housing Choice Voucher, Project Based Housing, Moderate Rehab, RAD 6 and Family Self Sufficiency Programs
- Provided leadership and training for Customer Service Center Director, Management Team and Analyst
- Trained managers and staff on program rules and regulations required to complete daily, monthly and annual activities
- Reviewed and evaluated the effectiveness of the division and implementation of new policies and procedures
- Managed staff performance by conducting initial, annual and interim performance reviews
- Assisted with audit preparation, review and response
- Developed and implemented quality control process to increase program efficiency
- Review and evaluate the effectiveness of the division along with implementation and compliance of federal regulations
- Conduct informal hearings for program compliance and failure to complete recertification
- Cultivated and maintained positive working relationships with internal and external stakeholders
- Generate reports via HUD systems and agency software
- Established budgets and tracked expenses to maintain operational efficiency
- Utilized the two year tool to project leasing potential and funding
- Created and enforced more efficient processes to boost agency productivity
- Evaluated key business metrics and made recommendations for proactive adjustments to policies and procedures
- Created comprehensive reports on all programs to show progress
- Represent the Division verbally and in writing through presentations to community groups and partners.
- Maintained high SEMAP performer status.
- Served on the management union negotiation team
Customer Service Center Director
Housing Opportunities Commission Of Montgomery County
Kensington, Maryland
08.2009 - 08.2014
- Provided management oversight of the Housing Choice Voucher, Project Based Voucher and Public Housing programs
- Reviewed employees' work to check adherence to quality standards and proper procedures
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity
- Guided employees in handling difficult or complex problems
- Kept accurate records to document customer service actions and discussions
- Investigated, mediated and resolved customer complaints
- Implemented departmental policies and standards in conjunction with management to streamline internal processes
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Consulted with managers to resolve problems relating to employee performance and work schedules
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance
- Recommended solutions related to staffing issues and proposed procedural changes to managers
- Assisted customer service representatives in troubleshooting orders requiring special handling
- Recruited, interviewed and selected employees to fill vacant roles
- Discussed job performance problems with employees, identifying causes and issues to find solutions
- Mentored and trained employees on job responsibilities and company policies
- Received valuable feedback and suggestions from customers to enhance the overall customer service experience
- Delegated work to staff, setting priorities and goals
Education
Political Science - Public Administration
University of Maryland Baltimore County
Baltimore, MD05-2024
Hearing Officer -
01.2021
Public Housing Occupancy Certification -
01.2009
C3P Tax Certification -
01.2008
Family Self Sufficiency -
01.2005
Section Eight Housing Manager -
01.2003
Housing Quality Standards -
01.2002
Housing Choice Voucher Proficiency -
03.1998
Skills
- Housing Choice Voucher Subject Matter Expert
- Stakeholder Engagement
- Customer Relationship Management
- Attend community meetings to provide education and resources
- Conflict Management
- Family Self Sufficiency Program Management
- Project oversight and planning
- Strategic leadership skills
- Staff development and training
- Financial review and analysis
Timeline
Chief Ombudsman Officer
Housing Opportunities Commission Of Montgomery County
09.2021 - Current
Assistant Director - Housing Resources
Housing Opportunities Commission Of Montgomery County
08.2014 - 09.2021
Customer Service Center Director
Housing Opportunities Commission Of Montgomery County
08.2009 - 08.2014
Political Science - Public Administration
University of Maryland Baltimore County