Kayna Fernandez

Assist with oversight of occupancy and housing operations in alignment with HUD and NYCHA regulatory requirements.

• Support annual and interim certifications, resident eligibility reviews, transfers, and documentation accuracy to ensure program compliance.
• Managed over 6 TEAM MEMBERS per day.
• Coordinate compliance documentation and reporting in preparation for internal reviews, audits, and regulatory inquiries.
• Act as operational support to management by monitoring workflows, tracking compliance items, and identifying process gaps.
• Collaborate with property management, administrative staff, and central offices to ensure consistent implementation of housing policies and procedures.
• Serve as a point of contact for escalated operational and resident-related issues, supporting resolution while maintaining regulatory standards.
• Maintain confidentiality and accuracy when handling sensitive resident, financial, and compliance-related information.
• Contribute to process improvements aimed at increasing efficiency, compliance readiness, and service delivery.
• Collaborated with maintenance teams to address repair needs swiftly, ensuring minimal disruption for tenants.
• Facilitated conflict resolution between tenants when necessary, promoting a harmonious living environment.
• Reviewed and resolved income discrepancies identified through eligibility reviews and supporting documentation to ensure compliance with HUD and NYCHA requirements.
• Assisted with resident eligibility determinations, including income verification, household composition changes, and documentation validation.
• Supported analysis of reported versus verified income to identify discrepancies and coordinate corrective actions in accordance with program guidelines.
• Collaborated with management and compliance teams to address eligibility findings, ensuring accurate resident records and regulatory adherence.
• Assisted in preparing documentation related to income discrepancies and eligibility reviews for audits, internal reviews, and compliance follow-ups.
• Supported corrective actions and resident communication related to eligibility determinations while maintaining compliance and confidentiality standards.
• Reduced maintenance expenses with proactive property inspections and timely repairs.

• Supported leasing and occupancy operations for HUD-regulated affordable housing portfolio, ensuring full compliance with HUD program requirements and Fair Housing regulations.
• Managed over 20 IDR calls per day.
• Managed applicant intake, eligibility screening, and income verification in accordance with HUD guidelines.
• Assisted with annual and interim certifications, unit transfers, and move-ins to maintain accurate occupancy and compliance records.
• Oversaw waitlist management and tenant selection processes in alignment with the Tenant Selection Plan (TSP).
• Utilized Yardi Affordable Housing module to maintain resident data, leasing activity, and compliance documentation.
• Coordinated with Property Management and Compliance teams to resolve eligibility issues and ensure timely processing of certifications.
• Provided guidance and support to leasing staff on HUD procedures, documentation standards, and resident communication.
• Assisted with audit preparation by organizing leasing files, certifications, and compliance records for internal reviews and MOR audits.
• Maintained confidentiality and accuracy when handling sensitive resident and financial information.
• Conducted market research to remain competitive with local rental rates and amenities.
• Maintained accurate records of rental payments, deposits, and expenses for effective financial management.
• Negotiated lease terms with potential tenants, securing favorable agreements for both parties.

• Utilized Yardi Affordable Housing module to manage resident data, compliance tracking, and reporting.
• Supported EIV report reviews to identify income discrepancies and ensure program integrity.
• Partnered with Property Managers and leasing teams to resolve resident issues while maintaining compliance standards.
• Assisted with implementation of compliance policies including VAWA requirements and fair housing procedures.
• Contributed to operational improvements that increased workflow efficiency and reduced processing errors.
• Aided in the collection of rent payments, minimizing delinquencies and maintaining positive cash flow.
• Maintained strong relationships with local agencies such as social services departments or shelters to assist with tenant referrals and support services.
• 1100 units mixed property with government assistance programs, market rent,commercial. Maintained and monitored waitlists in accordance with the Tenant Selection Plan and Fair Housing guidelines.
• Coordinated responses to MOR audits by preparing documentation, resolving findings, and ensuring corrective actions were implemented.

• Managed over 50 customer calls per day.
• Balance monthly preventive maintenance workload to labor availability.
• Prioritize and schedule all other maintenance requests based on client’s needs.
• Facilitate weekly Planning and Scheduling meeting with maintenance team and managers.
• Work with Ops Manager to build a calendar for work requiring shutdowns.
• Create and run reports tracking work order status, material, etc.
• Support work order completion and closeout to meet monthly metrics.
• Dispatch emergency work requests.
• Main point of contact for work requests from the Service Center and route work orders accordingly Qualifications:
• Proficient in Microsoft Office including Excel, Access, and Query.
• Prior scheduling experience.
• Understanding of maintenance trades, common repairs, parts, and services.
• Client service-oriented attitude.
• Excellent verbal and written communication skills to sustain superior customer and team interaction.
• Strong organizational and prioritization skills.
• Ability to plan and manage work under minimal supervision.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.