RNR Consulting was engaged to perform an assessment of the department overseeing the Section 8 Housing Choice Voucher Program (HCVP) in the Division of Finance at the Cuyahoga Metropolitan Housing Authority (CMHA). The department was facing a myriad of complex interrelated difficulties with symptoms that hindered departmental efficiency and productivity, which ultimately had a negative impact on vendor and customer relationships. In order to overcome these critical issues, the root causes were identified through a redefinition of job descriptions and the full utilization of the Elite system as a business enabler.

Based upon information gathered during interviews and from CMHA position descriptions, computer skills surveys, and observations, RNR Consulting created several strategic recommendations for the department. CMHA benefited from these improvements by reducing and eliminating the inefficiencies. The strategic action steps within RNR Consulting’s recommendations provided the roadmap for the following: reclassification of the position descriptions, creation of a standardized means of verification for information manually entered into the HCVP database, automation of previously manual processes, and application of enhanced quality control procedures and incorporation of testing procedures after training initiatives.