Workload sharing allows offices, teams, and even managers to distribute workload across the country in both Production and Asset Management. If an office, team, or individual experiences a spike in volume, other offices, teams, or individuals with extra capacity can pick up the work. This will mitigate pressure on staff, and reduce wait time and backlogs for customers. Workload sharing is already being piloted in several hubs, and has received positive feedback from both staff and customers.
Underwriter Model and Risk Based Processing in Production
The Underwriter Model will foster greater efficiency and effectiveness through the specialized processing of incoming applications based on risk and complexity.
Production applications will be segmented according to risk and complexity, and then assigned to the appropriate underwriter. More experienced underwriters will process riskier, more complex applications. The underwriter will manage the end-to-end review of each application, drawing in technical experts such as construction analysts and appraisers as needed. This approach will increase the efficiency of processing applications, provide improved customer service, and better manage risk.
Account Executive and Troubled Asset Specialist support in Asset Management
This Asset Management model will enable Multifamily experts to better manage risk while aligning the Asset Management portfolio according to staff expertise.
Three different roles will be established under this model to manage assets based on the risk and complexity: Account Executives will be responsible for managing the non-troubled portfolio; Senior Account Executives will handle potentially troubled and more complex, non-troubled assets; and Asset Resolution Specialists will focus on Multifamily's most risky, complex, or troubled assets.
Streamlined organizational model in both headquarters and the field
Multifamily is aligning its organizational structure to streamline decision-making, improve consistency, and enhance accountability.
In Headquarters, Multifamily has realigned its organizational structure into the following four offices:
- The Office of Multifamily Production, which oversees policy supporting Multifamily's mortgage insurance programs. This office is formerly known as the Office of Asset Development.
- The Office of Asset Management and Portfolio Oversight, which is responsible for the quality oversight and risk management of Multifamily assets. This office incorporates the offices formerly known as Asset Management, Housing Assistance and Grants Administration, Housing Assistance Contract Administration Oversight, and the Lender Quality and Monitoring Division.
- The Office of Recapitalization, which supports the recapitalization and preservation involving the most complex affordable housing programs such as 236, 202 Direct Loan, and the Rental Assistance Demonstration. This office was formerly known as the Office of Affordable Housing Preservation (OAHP).
- The Office of Field Support and Operations, which is a new office that will provide dedicated support to Multifamily's field offices while facilitating improved human capital, performance management, and procurement activities across the organization.
In the field, Multifamily will be simplifying its presence in the field to improve consistency and more closely mirror the regional structure used elsewhere in HUD. Specifically, Multifamily will consolidate 17 hubs into five regions. Each region will have a Regional Center and one or two Regional Satellite Offices. Under the existing approval from Congress, Asset Management will have the ability to continue operating in all existing locations nationwide.
- Northeast Region (covering Federal Regions I, II, and III)
Regional Center: New York; Regional Satellite Offices: Boston, Baltimore
Asset Management: Buffalo, Charleston, Hartford, Manchester, Newark, Philadelphia, Pittsburgh, Providence, Richmond, Washington
- Southeast Region (covering Region IV)
Regional Center: Atlanta; Regional Satellite Office: Jacksonville
Asset Management: Birmingham, Caribbean, Columbia, Greensboro, Jackson, Knoxville, Louisville, Miami, Nashville
- Midwest Region (covering Region V)
Regional Center: Chicago; Regional Satellite Offices: Minneapolis, Detroit
Asset Management: Cleveland, Columbus, Indianapolis, Milwaukee
- Southwest Region (covering Regions VI and VII)
Regional Center: Fort Worth; Regional Satellite Office: Kansas City
Asset Management: Albuquerque, Des Moines, Houston, Little Rock, New Orleans, Oklahoma City, Omaha, St. Louis, San Antonio, Shreveport, Tulsa
- West Region (covering Regions VIII, IX, and X)
Regional Center: San Francisco; Regional Satellite Office: Denver
Asset Management: Honolulu, Las Vegas, Los Angeles, Phoenix
*Offices in the existing Seattle Hub will become part of the Office of Healthcare Programs
All Multifamily staff will have the opportunity to remain with Multifamily. As a result of these changes, some staff will be asked to relocate and offered relocation benefits, or they may elect to take a buyout, and early retirement if eligible. Some headquarters staff will also receive these options. Multifamily will be providing additional information and support to impacted employees.