Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shante Plaskett-Moore

New York,NY

Summary

Senior Program Coordinator-Manager leading Section 8 Housing Choice Voucher operations, staff supervision, and quality control within a large municipal housing agency. Oversees 100+ housing cases per month, along with 2 supervising team leaders and 10 case managers while guiding eligibility reviews, recertifications, transfers, HAP abatements, and subsidy terminations. Strengthens unit performance through 5+ training sessions per month, workload monitoring, federal and local housing compliance, and cross-agency coordination.

Overview

1
1
Certification
16
16
years of professional experience

Work History

Senior Program Coordinator-Manager / Housing Access Stability Unit Trainer Administrative Housing Development Specialist

NYC Department of Housing Preservation and Development (HPD)
New York, NY
06.2016 - Current
  • Provide operational leadership, staff supervision, training, quality assurance, and program oversight within HPD's Division of Tenant & Owner Resources supporting the administration of the Section 8 Housing Choice Voucher Program.
  • Coordinate, manage, supervise, train, monitor, and review the administrative workload of 2 supervising team leaders and 10 case managers, ensuring staff meet established productivity, quality, and program standards.
  • Provide direct leadership and operational support for the daily activities of the Continued Occupancy Housing Choice Voucher Unit.
  • Oversee training, case review, and quality-control processes involving initial application screening, eligibility determinations, lease and contract preparation, client briefings, rent calculations, file preparation, interim re-examinations, annual recertifications, client transfers, and subsidy terminations.
  • Review complex cases involving long-term Housing Assistance Payment (HAP) abatements and determine whether cases warrant termination, reinstatement, or additional review.
  • Review and approve or recommend payment adjustments involving building owners and private property owners while ensuring compliance with applicable program requirements.
  • Review inspection reports and identify discrepancies requiring follow-up, corrective action, or referral to appropriate program units.
  • Develop and monitor team leader and case manager goals and objectives to promote compliance with federal regulations, HPD policies, procedures, and established performance standards.
  • Conduct regular one-on-one and team meetings with supervisors and case managers to evaluate performance, address operational challenges, establish goals, and support professional development.
  • Manage staff-related administrative functions, including productivity monitoring, performance evaluation, workforce development, scheduling, and recommendations regarding corrective or disciplinary action when appropriate.
  • Coordinate staff schedules and client/owner appointments to support efficient program operations and timely service delivery.
  • Train staff and conduct participant briefings regarding Housing Choice Voucher Program requirements, procedures, responsibilities, and available services.
  • Collaborate with multiple stakeholders, including homeless shelters, housing authorities, city agencies, HPD divisions, property owners, and other internal and external partners to resolve housing-related issues and facilitate program operations.
  • Review, update, analyze, and distribute departmental reports and spreadsheets generated from multiple databases and program units, using information to monitor workload, identify trends, and support operational decision-making.
  • Utilize and provide guidance on multiple housing and administrative information systems, including Emphasys Elite, HPD Info, WMS, Expertly, Digital Document Management System (DDMS), and Business Intelligence.
  • Respond to complex inquiries from participants, applicants, property owners, and other stakeholders through written correspondence, telephone communication, or electronic communication.
  • Develop and deliver training for new and existing employees on housing program requirements, policies, procedures, database systems, and operational processes.
  • Conduct applicant interviews and reference checks as part of the employee recruitment and selection process.
  • Facilitate and participate in departmental meetings addressing program policies, procedures, operational issues, and process improvements.
  • Serve as a knowledgeable resource to staff and leadership on program procedures, case processing, database navigation, and operational requirements.
  • Supervise daily workflow for team leaders and case managers across housing access and stability operations.
  • Deliver training on program rules, case processing, and database procedures for new and current staff.
  • Monitor file quality, documentation, and eligibility determinations to support consistent program compliance.
  • Review inspection findings and follow up on discrepancies requiring corrective action or additional program review.
  • Support recruitment interviews and reference checks for prospective staff in the unit.
  • Apply fair housing compliance principles when reviewing cases, communications, and program procedures.
  • Track administrative deadlines and follow up on pending case actions to maintain steady unit flow.
  • Guide staff through housing program requirements, recertifications, transfers, and subsidy terminations.
  • Facilitate team meetings to address operational issues, workload distribution, and service improvements.
  • Develop procedure updates and process guidance to support consistent case handling across the unit.
  • Respond to participant, applicant, and owner inquiries through written, phone, and electronic communication.
  • Conduct performance check-ins with staff to address workload concerns, goals, and professional development needs.
  • Prepare and update departmental reports from multiple systems to track workload and identify operational trends.
  • Coordinate with property owners, shelters, and city partners to resolve housing issues and support clients.

Community Associate – Supervising Team Leader / Certified Housing Choice Voucher Specialist

NYC Department of Housing Preservation and Development (HPD)
New York, NY
10.2012 - 06.2016
  • Supervised and supported the daily operations of a Section 8 Move Unit responsible for processing housing assistance activities and providing services to program participants, landlords, and other stakeholders.
  • Supervised, monitored, and reviewed the work of 9 case managers, providing direction, coaching, performance feedback, and ongoing support.
  • Oversaw case processing activities included application screening, eligibility determinations, lease and contract preparation, participant briefings, rent calculations, file preparation, interim re-examinations, annual recertifications, and participant transfers.
  • Established case manager goals and performance objectives consistent with federal regulatory requirements and HPD policies and procedures.
  • Conducted weekly performance meetings with case managers to review workload, productivity, quality, and individual development goals.
  • Scheduled staff appointments with participants and property owners to support timely processing and resolution of housing-related matters.
  • Advised and screened program participants, vendors, and landlords regarding eligibility, admission, and housing moves.
  • Conducted Housing Choice Voucher participant briefings and explained program requirements, responsibilities, and procedures.
  • Coordinated with homeless shelters, housing authorities, city agencies, and other stakeholders to facilitate housing placement and resolve participant issues.
  • Reviewed, updated, and distributed departmental reports and spreadsheets using multiple databases, including Emphasys Elite, HPD Info, Move, and Portability systems.
  • Responded to inquiries concerning the Section 8 Housing Choice Voucher Program through telephone, email, and written correspondence.
  • Trained newly hired staff on program requirements, policies, procedures, and case-processing standards.
  • Supported leadership in maintaining consistent application of program policies and improving unit operations.
  • Supervised case managers in daily housing assistance workflows, providing coaching, feedback, and workload direction.
  • Reviewed eligibility, lease, and rent calculation work for compliance with program rules and agency procedures.
  • Conducted participant briefings to explain program requirements, responsibilities, and next steps for housing assistance.
  • Coordinated housing moves with landlords, shelters, and city agencies to support timely placement outcomes.
  • Trained newly hired staff on case processing standards, policy requirements, and system usage.
  • Scheduled participant and property owner appointments to keep housing actions moving on time.
  • Reviewed reports and spreadsheets to track caseload activity, pending items, and processing status.
  • Responded to participant, landlord, and vendor inquiries by phone, email, and written correspondence.
  • Updated case records across multiple housing databases to maintain accurate program documentation.
  • Set performance goals for case managers aligned with federal requirements and agency policies.
  • Prepared case files for eligibility determinations, recertifications, and transfer actions.
  • Advised participants and landlords on admission rules, move procedures, and housing program requirements.
  • Maintained departmental records and correspondence to support consistent case tracking and retrieval.
  • Supported leadership with policy implementation and operational improvements within the Section 8 Move Unit.

Customer Information Representative / Group Leader

New York City Housing Authority (NYCHA)
New York, NY
09.2010 - 10.2012
  • Provided training, operational support, customer service oversight, and technical assistance to staff supporting the Section 8 Housing Choice Voucher Program.
  • Trained and assisted staff of approximately 40 employees in effectively using information technology systems supporting the Section 8 Housing Choice Voucher Program.
  • Provided guidance and coaching to staff regarding customer service, communication standards, and appropriate responses to public inquiries.
  • Identified operational challenges and recommended revisions to policies and procedures designed to improve customer service and administrative efficiency.
  • Monitored customer service calls to evaluate quality, professionalism, accuracy, and adherence to established standards.
  • Responded to customer inquiries and researched complex issues using computerized databases and information systems.
  • Documented complaints, conducted research, and identified appropriate resolutions to customer issues.
  • Entered and maintained customer information and inquiries within computerized tracking systems.
  • Performed administrative and clerical functions supporting the daily operations of the Leased Housing Program.
  • Researched complex participant issues using computerized systems and department records to support timely responses.
  • Supported staff handling eligibility, recertification, and transfer inquiries for the Housing Choice Voucher Program.
  • Reviewed customer interactions for accuracy, tone, and compliance with established service expectations.
  • Provided technical assistance to staff using housing databases and tracking systems for daily casework.
  • Maintained accurate participant records and inquiry logs to support program operations and reporting.
  • Coordinated with internal teams to escalate unresolved cases and support consistent participant follow-up.
  • Processed administrative tasks supporting daily leased housing operations and customer service workflows.
  • Assisted with preparing staff guidance materials for recurring housing program questions and procedures.
  • Monitored service desk activity to help maintain timely responses during peak inquiry periods.
  • Entered and updated customer information in tracking systems to support accurate case documentation.
  • Helped resolve routine service questions by directing participants to appropriate program resources and next steps.

Education

Bachelor of Arts - undefined

College of New Rochelle
New York, NY

Certified Administrative Assistant - undefined

City College of New York
New York, NY

Skills

  • Housing Program Administration & Operations
  • Program Management & Oversight
  • Applicant & Participant Services
  • Policy & Procedure Implementation
  • Case Review & Quality Control
  • Emphasys Elite
  • Staff Supervision & Leadership Development
  • Training & Workforce Development
  • Compliance & Quality Assurance
  • Data Analysis & Management Reporting
  • Stakeholder & Interagency Coordination
  • Policy development
  • Fair housing compliance

Certification

Certified Administrative Assistant

Timeline

Senior Program Coordinator-Manager / Housing Access Stability Unit Trainer Administrative Housing Development Specialist

NYC Department of Housing Preservation and Development (HPD)
06.2016 - Current

Community Associate – Supervising Team Leader / Certified Housing Choice Voucher Specialist

NYC Department of Housing Preservation and Development (HPD)
10.2012 - 06.2016

Customer Information Representative / Group Leader

New York City Housing Authority (NYCHA)
09.2010 - 10.2012

Certified Administrative Assistant - undefined

City College of New York

Bachelor of Arts - undefined

College of New Rochelle
Shante Plaskett-Moore