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Housing Manager’s Procedures Manual - HUD

Housing Manager s Procedures Manual Public Housing agency November 2005 Internal Review Project Director Technical Reviewer Management Reviewer Housing Manager s Procedures Manual Public Housing agency A Word About This Manual i A Word About This Manual This Manual was initially prepared as a resource for public Housing agencies (PHAs) participating in the Moving to Work (MTW) Demonstration that were transitioning to project-based management. However, given the recent shift to project-based management for the public Housing program as a whole, it is anticipated that this Manual will have much broader application. Included with this document are sample job descriptions for Regional Manager, Housing Manager, Housing Assistant, Maintenance Superintendent, Maintenance Superintendent and Housekeeper. These job descriptions are also in keeping with a project-based model.

o Agency size. While no specific agency size was intended in the development of this manual, smaller agencies will likely have simpler organizations and possibly more streamlined procedures than contained herein. o Collective bargaining. The majority of larger PHAs are subject to collective bargaining agreements.

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Transcription of Housing Manager’s Procedures Manual - HUD

1 Housing Manager s Procedures Manual Public Housing agency November 2005 Internal Review Project Director Technical Reviewer Management Reviewer Housing Manager s Procedures Manual Public Housing agency A Word About This Manual i A Word About This Manual This Manual was initially prepared as a resource for public Housing agencies (PHAs) participating in the Moving to Work (MTW) Demonstration that were transitioning to project-based management. However, given the recent shift to project-based management for the public Housing program as a whole, it is anticipated that this Manual will have much broader application. Included with this document are sample job descriptions for Regional Manager, Housing Manager, Housing Assistant, Maintenance Superintendent, Maintenance Superintendent and Housekeeper. These job descriptions are also in keeping with a project-based model.

2 How to Use This Manual The intent of this document is to provide PHAs with a sample Procedures Manual for Housing managers under project based management. Please note that it assumes a fairly evolved (or decentralized) project-based management structure, one that is consistent with norms in private Housing . PHAs must decide what model best meets the needs for each property. Consequently, PHAs should adapt this Manual to fit local conditions, where appropriate. For example, while the Manual assumes that Housing managers will have purchasing authority of up to $200 without prior approval from the regional manager, PHAs may feel that higher (lower) thresholds are appropriate. Certain other assumptions used in the development of this Manual include: o Local landlord-tenant laws. These laws vary across jurisdictions. For example, whereas this Manual includes a late fee of $10 on the 6th day of the month and $15 on the 10th, PHAs may not be permitted, or may not choose to adopt, such a late fee policy.

3 Similarly, rules on managing security deposits or the disposition of abandoned furniture vary by locality. PHAs will want to conform the Procedures in this document to all such local laws. o Automated management information system. This Manual assumes that the subject PHA has an automated management information system to handle such functions as: rent collections, wait list management, reexaminations, work orders, and property accounting. o Forms. It is assumed that, as part of this hypothetical PHA s automated management information system, all forms required by Housing management personnel are contained in a shared drive within the agency s intra-net. This Manual references, but does not include, these forms. The exception is of certain forms that, in the opinion of the authors, might be new to PHAs who previously have maintained centralized property management systems.

4 For example, this Manual includes a Petty Cash Log (few PHAs today have petty cash accounts for each property) as well as a Traffic Log (tracking the number of applicant inquiries under a site-based waiting list system). These selected forms appear as exhibits at the end of the chapters in which they are first introduced and are referenced, in the text, with brackets (<>). o agency size. While no specific agency size was intended in the development of this Manual , smaller agencies will likely have simpler organizations and possibly more streamlined Procedures than contained herein. o Collective bargaining. The majority of larger PHAs are subject to collective bargaining agreements. This Manual assumes that the maintenance staff is covered under a collective bargaining agreement, but one where the work rules are more similar to practices in private Housing (where the workforce tends not to be subject to formal collective bargaining agreements).

5 Ii A Word About This Manual Housing Manager s Procedures Manual Public Housing agency In keeping with its conventional approach to property management, this Manual has a particularly strong emphasis on marketing, curb appeal, and customer satisfaction. While some public Housing properties benefit from strong demand, and therefore face little difficulty filling units, efforts at curb appeal, customer satisfaction, and marketing should be universal themes, regardless of property type or subsidy program. Another resource developed in conjunction with this Manual is a series of sample job descriptions. Managing under PBM model means the assignment of new job tasks and responsibilities for Housing management personnel, especially for the following positions: Housing manager, assistant Housing manager, maintenance supervisor/technician, and regional property manager. The sample job descriptions are provided in the Manual s Appendix.

6 Acknowledgements This Manual combines (1) the experience of various MTW and non-MTW PHAs who, in recent years, have initiated project-based management with (2) the actual operating Procedures of a private property management company. Special appreciation is extended to: Allied Group of Renton, WA, and the Housing authorities of King County, WA, Portland, OR, Cambridge, MA, Dade County, FL, Louisville, KY, Baltimore, MD, Tampa, FL, and Indianapolis, IN. This Manual was prepared under contract C-OPC-21702, Task Order 5, between Abt Associates Inc. and the Department of Housing and Urban Development. Housing Manager s Procedures Manual Public Housing agency Contents i Contents Property Management agency agency agency Automated Management Information System (AMIS)..ix Organization of this Chapter Financial The Operating Financial Budget Coding (Chart of Account Structure).

7 2 Monthly Declining Budget Approving Vendor Petty Use of agency Funds, Facilities, and Fixed Annual Chapter 2 General Office Administrative Office Equipment, Services, and Hours of Phone Bulletin Product Knowledge Key agency Courier Weekly Property Staff Monthly Operations Periodic Property Utility Access to Occupied Approvals for Non- Housing Use of Property Emergency Procedures ii A Word About This Manual Housing Manager s Procedures Manual Public Housing agency Annual Interim, or Special, Lease Annual Home Resident Required Chapter Marketing and Leasing The Leasing Training Leasing Advertising/Marketing The Marketing Telephone Technique/The Invitation to The Importance of an Accurate Traffic Curb Safety Precautions for Showing the Apartment/The Marketing Closing the A Lasting How Do Others View You?

8 41 Special Leasing Plans for Properties Completing Maintaining Copies of Fair General Chapter 4 The Waiting Outline of Site-based Waiting List Chapter 5 The Mechanics of Leasing an Move-in What to Give the Resident at Resident Lease Rental Live-in Resident Chapter 6 Resident Relations and Developing a Rules for Resident Parcels and Housing Manager s Procedures Manual Public Housing agency Contents iii Parking Numbering Resident Recognition Resident Resident Council Programming Community Collaborations with Outside Service Chapter 7 Unit Turnover Termination of the Move-Out Cleaning and Preparing Vacant Monitoring Unit Chapter 8 Personnel and Staffing Customer Relations and Work Order Unit Turnover (see also Chapter 7)..77 Preventive Working Inventory and Materials Shop Purchasing (see also Chapter 11).

9 82 After-Hours Maintenance Quality Reporting Grounds Service Salvage/Disposition of Fire Code Emergency Snow Domestic Hot Weekend and Holiday Chapter 9 Lease General Legal Status House iv A Word About This Manual Housing Manager s Procedures Manual Public Housing agency Formal Resident Alterations to Disposition of Abandoned Chapter 10 Security Security Daily Patrol of Graffiti Restricted Access Security Courtesy Guard Resident Law Tracking Photo Lease Office Incident Chapter 11 Ethics in Public Procurement Authorization Procurement Technical Description and Specifications for Cost and Price Blanket Contracts ( , Pre-Established Contracts)..102 Section Minority Business Enterprise Wage Rate Requirements for Maintenance Codes and Certifications and Identifying and Soliciting Vendor Justification of Award to Other than Lowest Non-Competitive Executing the PO/Obtaining Notifying Vendors of Appeals from Unsuccessful Receiving your Goods or Record Internal Housing Manager s Procedures Manual Public Housing agency Contents v Chapter 12 Capital Capital Capital Fund Procuring Capital Modifications to Physical Capital Work Funded through Resident Councils and Other Chapter 13 Supervisory Recruitment, Posting, and Filling Personnel Drug Dress Code and Uniform Beepers and On-Call Attendance Leave of Payroll Disciplinary Annual Performance Salary Schedules and Employee Posting of Minimum Wage, Worker Safety.

10 And EEO Accident/Injury Chapter 14 Risk Management and General Loss Prevention Reserves Against Monthly Safety Sound Safety Materials Safety Data Sheets (MSDS)..125 Chapter 15 Energy HUD s Utility Utility Capital vi A Word About This Manual Housing Manager s Procedures Manual Public Housing agency Chapter 16 Computer Equipment and Repairs and Computer File Help User Computer Access Training System Chapter 17 Tenant Overview of the Tenant Accounting System (TAS)..131 Leasing of Units: Rent Unit Status Rent Resident Rent Terminating Office Escrow Reimbursement for Property Damage to Reporting Other NSF/Account Closed Appendix - Exhibits Housing Manager s Procedures Manual Public Housing agency Introduction vii Introduction Purpose The purpose of this Manual is to provide each Housing Manager, and other site personnel, with the routine operating instructions and general expectations for the day-to-day operation of his/her development.


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