Candice Horton Email & Phone Number

Chicago, Illinois, United States

▪ Provides strategic operational, policy, and leadership consulting to Public Housing Authorities (PHAs) providing agencies with a roadmap for improvement, efficiency, and innovation.▪ Delivers technical assistance, policy guidance, procedural development, and training to PHAs on behalf of the Department of Housing and Urban Development (HUD).▪ Leads CVR Content Management team in the development of training materials utilized internally, at PHAs, and as part of HUD deliverables.▪ Manages CVR’s Learning Management System and leads the development of its eLearning training modules and webinars.▪ Advises CVR’s clients of opportunities to leverage the utilization technology, aiding them in the assessment of software, potential system upgrades, and the selection product add-ons to create efficiency and promote cost savings.▪ Oversees the development and enhancement of CVR’s business solutions, such as CVR’s Quality Control Management System, Inspection Management System, Portals, and workflow tracking solutions.

• Oversees the management of 100 employees in the administration of 20,000 HCV Program vouchers, Owner Services for all 13,000 HCV program owners and Project Based Voucher owners, and HCV Marketing in accordance with Chicago Housing Authority (CHA) policies and procedures, HUD regulations, SEMAP, and contractual obligations between CHA and CVR.• Responsible for the accurate and timely disbursement of $240 million in Housing Assistance Payments and Landlord Incentives annually. • Provides CHA with procedural, MTW plan, and administrative plan recommendations to create efficiency, enhance customer services, and garner cost savings. • Assesses, research, identify barriers, evaluates, and analyzes methodologies and develops strategic pathways to innovate operations to promote effectiveness, ensure proficient program performance and maximize voucher utilization.• Leads HCV Communication and Outreach activities expanding program awareness, education, participation, and fortifying public trust.

Alpharetta, Georgia

Ms. Horton is the Technology Director for CVR’s business solutions, such as CVR’s proprietary file review software, workflow tracking solutions, portals, and inspection management system, which have all been designed to integrate with various systems used by Public Housing Authorities (PHAs). She is the technical lead for all of CVR’s clients, aiding them in the assessment of software used across business processes, completing system upgrades, and selecting product add-ons. Ms. Horton leads the Content Management team in the development of CVR’s training materials and the creation of its Learning Management System. CVR LMS is used for internal training as well as PHA standardized training such as Eligibility, Occupancy, and Housing Quality Standards. The LMS has also been used for specialized sessions such as income calculation, PIC submission, and Portability, as requested in assignments from the Department of Housing and Urban Development. Ms. Horton provides strategic operational and leadership consulting for PHA's Housing Choice Voucher Programs providing agencies with a roadmap for improvement, efficiency, and innovation. Additionally, she conducts IT assessments for PHAs providing guidance on leveraging the utilization and implementation of technology solutions across their organizations.

Chicago Housing Authroity

Ms. Horton has successfully managed voucher programs for over 15 years, and served as CVR’s Director of Owner Services and Administration at the Chicago Housing Authority, where she implemented the Owner’s Excellence Program (OEP) and subsequent Inspection Excellence Program (IEP). Unique to Chicago, the IEP Program incentivizes program participation for owners that increase housing opportunities for residents by exhibiting outstanding property management skills and consistent HQS compliance. Utilizing comprehensive data analysis and evaluation of operational procedures, she has also customized processes that leverage technological solutions to minimize cost and ensure compliance with SEMAP as well as Federal, State and local rules and regulations. Before joining CVR, Ms. Horton managed various aspects of the Chicago Housing Authority’s HCV program, such as recertifications, moves, finance, program integrity/ enforcement, quality assurance, program reporting, data analysis, community outreach, mobility and Family Self-Sufficiency programs.

Alpharetta, Georgia

Provide strategic and tactical support to program operations by analyzing and interpreting data to provide creative solutions. Evaluate operational requirements and customizes processes to efficiently meet business needs, leverage a range of technological solutions to minimize cost and resources.

Southwest Regional Office (Cha)

United States

URSistaCircle was established to empower women of color to thrive with confidence and resilience through the development of professional and life skills. The Circle is here to embrace women for who they are, while supporting and assisting them as they strive to become all they desire.

Directly supervises the T&H CVP Team Leaders stationed at the West Office and coordinates the supervision of their staff. Monitors reports to ensure the timely completion of all operational tasks. Identifies program, system, and employee performance deficiencies;, and designs training initiatives that address areas of concern to promote staff development, and contract compliance. Acts as the principle liaison for all community stakeholders inquiries as part of CHA’s Improving Properties Initiatives and executive log cases from government officials assigned to the West Office. Assists in the development of strategies and timetables for achieving company goals and objectives to ensure contract compliance. Monitors and enforces company customer service policies, indentifies critical customer service issues, and creatively develops initiatives designed to address these areas. Assesses T&H CVP applicants and makes recommendations for hiring, reviewing and conducting employee discipline, and participates in union grievances hearings. Coaches, develops, and mentors all of the West Office staff.•Renovated the T&H Quality Assurance Tool to not only serve as a guide for staff to improve quality, but serve as a monitoring tool to evaluate operational efficiencies, including the creation and implementation of real time management monitoring reports•Modified the West Office operational structure improving productivity by 40%•Oversaw the completion of 264 outstanding recertifications and 251 overdue recertifications within 60 business days from the start of her assignment, while ensuring the completion of the current recertifications caseload at or above 95% accuracy •Improved the West Offices Salesforce YTD timely case closure rating from 88% to 95%

Provides recommendations to establish, monitor, review, and refine the efficiency of T&H CVP’s quality management framework. Monitors and assesses operational performance and client satisfaction. Develops, documents, and publishes Quality Assurance (QA) policies, procedures, and processes. Provides strategic counsel and support to the Executive Project Director and Senior Management. Evaluates Special Programs benchmarks and successes, creating new marketing strategies to boost enrollment, opportunities, and sufficiency in programs such as Housing Opportunity and Family Self Sufficiency, ensuring contract compliance. Reviews business processes and makes recommendations to enforce compliance.•Lead in the development of an online Quality Assurance tracking tool, QA Tracker, which is Sharepoint based•Developed of the T&H CVP quality management plan•Conducted process performance evaluations for all areas of operations and proposed recommendations leading to a staff reorganization and improved service delivery•Partnered with our prime contractor to identify processing gaps and collaborated to implement improvement strategies

Supervised staff responsible for recertifications, interim re-exams, transfers, Salesforce, and walk-in customer service inquiries; ensuring task completion. Maintained positive community relations with all stakeholders within my office jurisdiction. Coordinated with other departments and vendors to meet program requirements. Notified and trained staff on all policies, procedures, and software. Prepared accurate and timely reports including narratives and statistical information. Assisted in the development of company policies and procedures.•Developed and implemented Customer Service aids for staff, as well as an online Customer Service tracking and monitoring system•Collaborated with Chicago Housing Authority and it’s vendors to develop a new comprehensive administrative plan•Participated in weekly program operation meetings with CHA and its vendors addressing operational concerns; assessing solutions and aiding in the creation of new processes & procedures.

Chicago Housing Authority

Supervised staff responsible for recertifications, interim re-exams, transfers, Salesforce, and walk-in customer service inquiries; ensuring task completion. Maintained positive community relations with all stakeholders within my office jurisdiction. Coordinated with other departments and vendors to meet program requirements. Notified and trained staff on all policies, procedures, and software. Prepared accurate and timely reports including narratives and statistical information. Assisted in the development of company policies and procedures.