VERONICA MUNOZ

Dynamic Regional Services Manager with a proven track record at Prospera Housing Community Services, excelling in team leadership and quality assurance. Skilled in policy writing and conflict resolution, I foster agency alignment and enhance community engagement through strategic partnerships and impactful outreach initiatives. Bilingual communicator dedicated to empowering residents and driving program success.

• Regional Services Manager, Prospera Housing Community Services, 07/10/17, Present, Responsible for overseeing and managing 17 Services Managers at 23 properties in Northern San Antonio., Coordinate and complete regular Quality Assurance audits to ensure the Resident Services (RS) Department complies with internal and external audits., Collaborate with partnering agencies to provide uniform programming and build trust to ensure we obtain letters of support., Oversees the execution of new partnerships as well as update MOUs annually., Create marketing material and educational flyers to inform the immediate community of changes in health, education, and other trends., Grant management and expenditure., Collaborate with the Fund Development department and conduct presentations at Public Meetings on behalf of the Resident Services Department., Budget, monitor, and oversee the implementation of resident services initiatives and policies., Recruit, interview, and hire staff for vacant services positions at various properties as well as conduct performance reviews for services staff., Ongoing oversight and direct support in ensuring timely and high-quality data entry., Assist with MCO initiative., Create administrative and training documents as needed.
• Resident Services Coordinator, Greater Phoenix Urban League, 09/01/14, 04/01/17, Responsible for overseeing four subsidy apartments., Provide support services to residents at Legacy on Main, Temple Square, City Place, and Trinity Place Apartments., Assist with all housing needs through rental and credit counseling., Coordinate and create marketing material for monthly financial literacy workshops held at each apartment complex., Teach financial literacy classes as needed., Work with financial institutions/banks to assist with workshops., Do outreach work by distributing flyers and/or attend events to market program., Serve as a resource for residents who seek employment opportunities, health benefits, or public assistance., Manage staff and keep up to date with program requirements for the Before and After School Program., Create document templates for staff material., Create a policy procedures handbook, and staff handbook., Prepare a budget plan and action plan with residents who seek coaching., Assist residents in identifying the services and benefits needed to maintain independence, and self-sufficiency.
• Community Outreach Counselor, Accurate Placement, L.C., City of Phoenix, Neighborhood Services Department, 11/01/13, 08/31/14, Provide professional-level support to the Housing Development Manager., Coordinate Work Group meetings and training sessions with our Housing Counselors and Developer partners., Work in a public relations capacity by participating in Homebuyer and Realtor/Lender events, outreach events, and/or radio show upon request., Distribute flyers to local schools, libraries, and community centers., Develop marketing material for community outreach events., Coordinate dates and venues for upcoming events., Customize PowerPoint presentations for events., Review purchase agreements and follow up with homebuyers, realtors and lenders and/or all parties involved., Guest speak and present at city libraries, community centers, and brokerage offices., Educate clients about homebuyer assistance programs., Provide customer service to clients who inquire about local, state and federal housing assistance programs., Provide information on credit counseling, and foreclosure prevention assistance to clients who do not meet the Phoenix NSP Move-in-Ready program criteria., Report monthly activity from our Housing Counseling agencies., Work with clients in a one-on-one setting, group setting, or via phone.
• Customer Advisory Services Manager, R.O.I. Properties, Phoenix, AZ, City of Phoenix, Neighborhood Services Department, 09/14/12, 10/31/13, Manage all activity involving the Phoenix Neighborhood Stabilization Program (NSP)., Act as liaison and point-of-contact to potential homebuyers, real estate professionals, lenders and partners., Assess homebuyers' program options, provide guidance, and direct participants to appropriate resources., Ensure requirements are met and monitor progress., Maintain accurate call logs and update reporting in Excel and internal database., Prepare monthly reports, and update inventory list., Assist with program outreach presentations to homebuyer and Real Estate/ Lender professionals., Prepare meeting notes for monthly work group meetings., Perform general administrative clerical duties and participate in outreach events.

• Bilingual; excellent verbal and written skills in English & Spanish
• Managed 15+ employees
• Educator
• Auditor
• Facilitator
• Experienced in writing Policies and Procedures
• Have worked in aligning agency partners to deliver resources
• Emotional Intelligence
• Conflict Resolution
• Active Listening