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Meet the NMA team: Betty Turner

Posted by BEMuser on Mar 6, 2014 9:38:02 AM

Betty TurnerToday in the NMA "Meet the Team" interview series, we sit down with senior associate trainer Betty Turner. With longstanding expertise in subjects including transition to asset management, supervision, and working with commissioners, Ms. Turner frequently trains popular NMA classes such as Public Housing Management, Public Housing Specialist, Supervision and Management, and Hearing Officer Workshop.

Tell us about your work experience.

I have over 25 years of experience in the affordable housing industry and have worked in both public housing and Section 8.

How did you get your start in the industry?

I ended up in the industry because I needed a job! I had no clue what a housing authority was about — in fact, I didn't know the government was even involved in housing!

How many years have you been at NMA?

Nine years. Ten years this September.

Education credentials and professional organizations?

B.S. in business administration, and some graduate school. I'm semi-retired now, so I don't do a lot with professional organizations anymore.

What’s one topic you’re most passionate about in the affordable housing industry?

Public housing management. You have an opportunity to work with the whole family in a very meaningful way.

What's your favorite part about your job?

I love training, especially when I see the class participants really getting it!

Describe your typical work day?

Up at 5:30 a.m., in the training room by 6:45 a.m., no lunch, out of the training room about 6 p.m.

Tell us about a successful project that you had a part in.

A collaboration with the social services department in assisting kids aging out of foster care with eligibility for family unification Section 8 vouchers.

Hobbies outside of work?

Movies! There's just something magical about sitting in a large, dark room full of strangers eating popcorn.

NMA senior associate trainer Betty Turner honed her creative team-building skills over more than three decades as executive director of both large and medium-sized PHAs.

Topics: asset management, commissioners, foster children, hearing officer, Meet the NMA team, public housing management, supervision

New NMA conference sessions and one-on-one consulting

Posted by NMA on Aug 29, 2013 3:32:22 PM

One week left to register for the 2013 NMA Housing Conference and GoSection8 User Conference! New track sessions and signups for one-on-one consulting have just been announced. To read the full list of sessions, go here.

Executive Leadership for Performance Excellence

Don't Waste Strategy Time on Goal Setting!
Presenter, Eric Kaufmann, President, Sagatica LLC

Most strategy sessions are merely operational — a missed leadership opportunity. Eric Kaufmann guides leadership teams across the country and coaches corporate CEOs. He will present the way to prepare a strategic action plan that becomes a useful resource to accomplish your agency’s goals within limited funding. You will discover the six deadly mistakes of strategy planning. Ask the right questions, set the right measurements, and get to work!

Regulatory Knowledge for Smart Management

Why Your Agency Should Be Taking a Second Look at RAD
Presenter, Carrol Vaughan

The RAD demonstration program is a unique opportunity for housing authorities to convert their at-risk public housing to long-term Section 8 rental assistance contracts. In this session, we’ll cover the latest information on the program and discuss why your housing authority should take a serious look at whether RAD would work for your agency. We’ll also hear from staff at a large housing authority on why their agency is considering submitting an application, and review the thought process involved in making the decision to apply.

Fair Housing/Civil Rights Reviews: Are You Prepared?
Presenter, Annie Stevenson

Using HUD’s civil rights review checklist, we’ll discuss fair housing requirements for the public housing and HCV programs. Topics will include limited English proficiency (LEP), reasonable accommodations, alternative communication methods, and more. Don’t miss this opportunity to prepare for civil rights monitoring.

Free One-on-One NMA Consulting

Reserve your free session with an NMA industry expert! These consulting sessions are limited and will be filled on a first-come, first-served basis. In fact, some are already full, so we encourage you to sign up now.

Nan McKayNan McKay, President and Founder
Expertise: HCV program management






John McKayJohn McKay, CEO
Expertise: Performance management, applying Baldrige principles to affordable housing






Carrol VaughanCarrol Vaughan, VP of Professional Services
Expertise: Procurement, organizational development






Dorian JenkinsDorian Jenkins, VP of Program Management
Expertise: HCV program, public housing leasing, tenant relations, rent collection, REAC prep, cost controls





Cydney JonesCydney Jones, Director of Program Management
Expertise: General HCV topics and issues






Sheryl PutnamSheryl Putnam, Professional Development Manager
Expertise: LIHTC compliance, HOME, PBRA






Samantha PratterSamantha Pratter, Writing Supervisor
Expertise: HCV and public housing eligibility, occupancy, and rent calculation






Annie StevensonAnnie Stevenson, Senior Trainer
Expertise: Fair housing, hearings, EIV, general HCV and public housing topics






Terry ProvanceTerry Provance, Senior Trainer
Expertise: Fair housing, PHAS, public housing property management, general asset management issues





Sammie SzaboSammie Szabo, Associate Trainer
Expertise: General HCV and public housing, PBV, blended occupancy






Jay OrtenzoJay Ortenzo, Property Services Manager
Expertise: HCV inspections and standards, public housing maintenance management






Teri RobertsonTeri Robertson, Senior Consultant
Expertise: SEMAP, quality control, HCV program utilization






Betty TurnerBetty Turner, Senior Associate Trainer
Expertise: Transition to asset management, supervision, working with commissioners






Please note that you must be a registered conference attendee or new registrant in order to take advantage of free consulting sessions. Non-registrants without an accompanying registration are not eligible. Register online or email sales@nanmckay.com for more information. Winners of the 2013 NMA Housing Awards will be announced at the conference — don't miss it!

Topics: asset management, blended occupancy, commissioners, EIV, eligibility, executive management, fair housing, HCV utilization, hearing officer, HQS, inspections, LIHTC, maintenance, NMA Housing Awards, occupancy, PBRA, PBV, PHAS, program management, quality control, RAD, rent calculation, SEMAP, supervision, The Housing Conference

Achieving high performance in the HCV program: Tip #18

Posted by NMA on Feb 11, 2013 2:58:31 PM

Tip #18: Maintain a viable owner base.

The availability of suitable housing is essential for maximum program utilization. Make sure you're meeting the informational needs of new owners and providing excellent service to all owners participating in the program. Here are some suggestions to consider:

  • Make owner outreach and marketing to owners an ongoing activity (the NMA Owner's Handbook can be helpful during this process)
  • Emphasize interpersonal skills as well as technical skills for inspectors
  • Respond quickly to owner inquiries and complaints
  • Ensure consistency in HQS inspections (the NMA Quick Check Guide is a useful resource)
  • Ensure timely HAP payments
  • Rehabilitate or eliminate underperforming and substandard owners
  • Reach out to owners periodically for customer service feedback

We've covered a lot of ground here. To summarize, here are the 18 steps I've outlined to help your PHA maximize performance in the HCV program.

In the first five tips, we covered ways to define and communicate your agency’s goals and how you plan to get there:

Next, we talked about how to monitor results:

Then, we discussed how a manager can set up a leadership system with an emphasis on production, accuracy, and customer service:

Finally, we reviewed some methods for maximizing HCV program utilization:

Managing the HCV program is a complex task, but with a defined plan, an effective monitoring system, and a strong leadership system, your path to high performance and program utilization should be clear.

While serving as executive director of a Minnesota housing authority, Nan McKay started one of the nation’s first Section 8 programs. The agency was subsequently honored with a HUD award as one of 13 outstanding Section 8 programs in the country.

Founder and president of Nan McKay and Associates, she has devoted the past two years to redesigning NMA’s HCV Executive Management course, as well as rewriting the HCV Executive Management Master Book with Bill Caltabiano. The tips and systems described above are thoroughly explored in both, with many forms available on a CD.

Nan McKay and Associates provides training and consulting solutions to improve your PHA’s program utilization, including HCV utilization assessments, compliance assessments, onsite lease-up, and program management. You can also schedule a SEMAP and Program Utilization workshop for your agency. Contact sales@nanmckay.com for more information.

Topics: customer service, executive management, HCV utilization, HQS, inspections, supervision

Achieving high performance in the HCV program: Tip #13

Posted by NMA on Jan 31, 2013 9:19:34 AM

Tip #13: Ensure effective program utilization.

To review, in the first five tips, we covered ways to define and communicate your agency's goals and how you plan to get there:

Next, we talked about how to monitor results:

Then, we discussed how a manager can set up a leadership system with an emphasis on production, accuracy, and customer service:

Now, let's look at the final piece of the performance puzzle — how to ensure effective program utilization.

In the past, HCV finance directors managed the HCV money and told the HCV managers when and how many families to lease. That system worked fine when agencies were financed in units, not dollars. HUD used to allocate funding by bedroom size, and that drove the leasing activities. When HUD moved to dollar funding and total baseline units, the role of the HCV manager had to change internally within the agency. As a result, finance and HCV management are now interdependent.

Today, housing choice voucher managers must have a basic understanding of not only how the HCV program is financed and the corresponding funding and leasing requirements, but also how to use tools to track, monitor, and forecast lease-up and the status of funding dollars. HCV managers need to understand budgeted vs. actual PUCs (per unit costs). The HCV manager should understand restricted net assets and unrestricted net assets. And since fees are earned by units leased, the HCV manager must also understand the administrative fee budget, and be capable of monitoring fee earnings vs. administrative expenses.

Program utilization is usually considered to be the responsibility of the HCV manager. However, without access to financial information, it's impossible to manage to both baseline units and dollars. As HUD ties funding tighter and tighter to the Voucher Management System (VMS), the HCV manager must fully understand how to utilize and analyze the VMS reporting results.

Next: Achieving high performance in the HCV program: Tip #14

While serving as executive director of a Minnesota housing authority, Nan McKay started one of the nation’s first Section 8 programs. The agency was subsequently honored with a HUD award as one of 13 outstanding Section 8 programs in the country.

Founder and president of Nan McKay and Associates, she has devoted the past two years to redesigning NMA’s HCV Executive Management course, as well as rewriting the HCV Executive Management Master Book with Bill Caltabiano. The tips and systems described above are thoroughly explored in both, with many forms available on a CD.

Nan McKay and Associates provides training and consulting solutions to improve your PHA's program utilization, including compliance assessments, onsite lease-up, and program management. You can also schedule a SEMAP and Program Utilization workshop for your agency. Contact sales@nanmckay.com for details.

Topics: compliance assessments, executive management, financial management, HCV utilization, onsite lease-up, program management, SEMAP, supervision, VMS

Achieving high performance in the HCV program: Tip #12

Posted by NMA on Jan 30, 2013 9:11:11 AM

Tip #12: Ensure adequate and capable supervision.

When PHAs promote from within, they usually select from those who have demonstrated high technical expertise and knowledge of the program rules, policies, and procedures. However, technical expertise doesn't always translate into success as a manager. The skills needed to be a successful supervisor are quite different than those required for the role of housing specialist or technician. (You'll find an excellent resource for accessing supervisory information and building your supervisory skills at www.managementhelp.org; NMA also offers a supervisory management course.)

As supervisor, your role is to coach and mentor the team leader on how to create a corrective action plan and how to set up a coaching environment for the employees who need it the most. You should also check that the team leader has needed resources such as desk guides and training materials.

You may also want the quality control staff to become more involved with the individuals who have the highest error rates, which helps ensure that each person understands where and why they're making errors — and how to correct them. Remember, you can't expect what you don't inspect!

Next: Achieving high performance in the HCV program: Tip #13

While serving as executive director of a Minnesota housing authority, Nan McKay started one of the nation’s first Section 8 programs. The agency was subsequently honored with a HUD award as one of 13 outstanding Section 8 programs in the country.

Founder and president of Nan McKay and Associates, she has devoted the past two years to redesigning NMA’s HCV Executive Management course, as well as rewriting the HCV Executive Management Master Book with Bill Caltabiano. The tips and systems described above are thoroughly explored in both, with many forms available on a CD.

Topics: executive management, quality control, supervision

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