Deborah Cooke
Housing Consultant
Mesa,Arizona
Summary
Customer-focused professional with successful 30-year career in the affordable Housing industry, working in both the Public Housing Authority (PHA) and private sectors. Effective leader with a thorough understanding of an affordable Housing work environment where compliance with federal regulations and policies is key to success. Creative Senior Program Manager with over 20 years experience training Housing teams on federal regulations and local policies.
Overview
27
27
years of professional experience
Work History
Senior Program Manager
City Of Chandler
06.2017 - 05.2023
- Engaged with City management, HUD representatives, program applicants/participants, and constituent groups to create positive, trusting, and professional relationships.
- Tracked, analyzed, and reported program utilization and success to Management, HUD, and City Council through various forms of reporting methods and in-person meetings.
- Researched and analyzed data collection to develop strong training.
- Devised tools and benchmarks to improve team performance and monitor production and quality of work.
- Conducted SEMAP Quality Control activities through NSPIRE and Housing Quality Standards (HQS) protocol.
- Mentored, supported, managed, and evaluated multiple teams, to include Housing Specialists, Inspectors, administrative staff, and front desk staff to create a strong and efficient workplace culture.
- Conducted research of federal requirements, created policies and procedures, implemented new and/or revised requirements and policies by training staff on new HUD regulations, local policies, and other requirements teams to accomplish set goals and benchmarks.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on productivity strategies to accomplish challenging goals.
- Developed and maintained logistics workflows, procedures and reports.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Devised creative solutions for critical client needs.
- Designed and developed training programs for dissemination to teams.
- Built teams to address project goals and objectives for multiple projects.
Supportive Housing Programs Supervisor
HOM, Inc.
01.2012 - 06.2017
- Monitored and analyzed program performance and outcomes for successful delivery of services.
- Researched best practices and developed strategies to improve program outcomes
- Utilized problem-solving skills to resolve issues efficiently.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Achieved results by working with teams to meet established targets.
- Developed and maintained relationships with external partners to facilitate program operations.
- Motivated and directed teams to align operations with organizational mission using appropriate training initiatives and presentations.
- Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
Housing Manager
Housing Authority Of Maricopa County
05.2008 - 01.2012
- Administered housing program
- Implemented and enforced policies and Standard Operating Procedures to maintain program integrity and to standardize processes.
- Improved tenant satisfaction by addressing concerns promptly and implementing effective solutions.
- Communicated effectively with team members, applicants/participants, landlords, Board of Commissioners, advisory groups, and HUD.
- Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
- Reviewed daily database activity of team to determinate compliance with requirements, accuracy, and efficiency.
- Developed and implemented team training on policies and procedures, while ensuring consistency.
- Facilitated conflict resolution between tenants, promoting a positive living environment for all residents.
- Managed budget effectively, reducing operating costs without compromising the quality of services provided.
Community Revitalization Specialist
City Of Mesa
07.2007 - 05.2008
- Reviewed, updated, and maintained Community Development Block Grant (CDBG), HOME, and Emergency Service Grant (ESG) sub-recipient contracts
- Coordinated contract management for subrecipient contracts for CDBG, HOME, and ESG funding.
- Entered outcome data into HUD's IDIS system.
- Performed sub-recipient audits.
Housing Coordinator/Senior Housing Specialist
City Of Mesa
07.1999 - 04.2007
- Reviewed documentation and enter data into computer system to complete eligibility process, re-certifications and tenant move-outs.
- Oversaw housing plans for over [Number] clients to promote timely transition to permanent housing and appropriate usage of housing subsidies.
- Conducted SEMAP Quality Control HQS Inspections to identify deficiencies and to verify compliance with federal regulations.
- Performed all grant writing activities for the division.
- Kept case files updated, accurate and aligned with requirements.
- Supervised Family Self-Sufficiency (FSS) and Homeownership Option staff
- Coordinated and managed volunteer activities for community service projects.
Housing Specialist
City Of Mesa
03.1996 - 07.1999
- Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.
- Conducted home and apartment inspections to identify safety issues and needed repairs.
- Met with housing residents and landlords to answer questions, address concerns and clarify policies and procedures.
- Assisted applicants in filling out housing applications and verifying assets.
- Calculated tenant rent amounts to prepare leases and contracts.
- Answered client questions about lease and rental agreements and advocated on behalf of client needs.
- Explained rental and housing regulations to clients and helped each discover best options for housing.
- Researched possible fraud cases by scrutinizing bank statements and reconciling statements with reported income sources.
Education
Bachelor of Science - Business Administration
University of Phoenix
Tempe, AZ12.1997
Associate of Arts - Liberal Arts And General Studies
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ05.1994
Skills
- Best Practices Methodologies
- Strategic Planning and Goal Development
- Program Utilization Forecasting
- Managed Program Activities
- SEMAP Quality Control Activities
- Advanced knowledge of WASS modules
- Annual PHA Plan
- Updated Administrative Plans and ACOP
- Trained team on new regulations
Certification
- Executive Manager Certification, Nan McKay & Associates, 2014
- Financial Management Certificate (Attendee), NAHRO, 2010
- Section 8 Manager Certification, NAHRO, 2004
- Grant Writing I and II Certificates (Attendee), City of Mesa, 1999
Accomplishments
- Collaborated with teams in the preparation and implementation of HUD's Emergency Housing Voucher (EHV), HUD's Veterans Affairs Supportive Housing (VASH) implementation, Rapid Re-Housing (RRH), and other new housing programs.
Timeline
Senior Program Manager
City Of Chandler
06.2017 - 05.2023
Supportive Housing Programs Supervisor
HOM, Inc.
01.2012 - 06.2017
Housing Manager
Housing Authority Of Maricopa County
05.2008 - 01.2012
Community Revitalization Specialist
City Of Mesa
07.2007 - 05.2008
Housing Coordinator/Senior Housing Specialist
City Of Mesa
07.1999 - 04.2007
Housing Specialist
City Of Mesa
03.1996 - 07.1999
Bachelor of Science - Business Administration
University of Phoenix
Associate of Arts - Liberal Arts And General Studies
Maricopa Community Colleges - Rio Salado Community College
- Executive Manager Certification, Nan McKay & Associates, 2014
- Financial Management Certificate (Attendee), NAHRO, 2010
- Section 8 Manager Certification, NAHRO, 2004
- Grant Writing I and II Certificates (Attendee), City of Mesa, 1999
- Eligibility Certification, Nan McKay & Associates, 1996
- Rent Calculation Certification, Nan McKay & Associates, 1996
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