Multifamily for Tomorrow (MFT) Transformation
By 2016 the Office of Multifamily Housing (MFH) will complete a transformation of the way we work from a 1970s operating model to a 21st-century model that applies industry best practices, improves our ability to manage risk and deliver excellent customer service, and increases accountability and national consistency. This new model will better align our organization with other areas of HUD and offer our people clearer roles and new opportunities. The transformation involves four initiatives:
- Workload sharing to address fluctuations in volumeWorkload sharing to address fluctuations in volume
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.
- The Underwriter Model and risk based processing in ProductionThe Underwriter Model and risk based processing in Production
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.
- The Account Executive Model in Asset Management The Account Executive Model in Asset Management
This Asset Management model will enable Multifamily experts to better manage risk while creating more manageably scoped roles for staff. Asset Resolution Specialists, a new role, will focus on addressing challenges associated with at-risk assets. Account Executives, today’s Project Managers, will focus on the non-troubled portfolio.
- Streamlined organizational model in both headquarters and the field Streamlined organizational model in both headquarters and the field
Multifamily will realign its organizational structure as part of this transformation. Currently Multifamily operates in over 50 field locations, organized into 17 hubs, which creates inconsistency and makes effective management difficult. Also, Multifamily's headquarters and field structures do not mirror each other, creating confusion and duplication. This transformation will resolve those issues, creating a more nimble and effective structure. In the future, Multifamily will operate from 12 field locations organized into 5 hubs, and there will be four primary headquarters offices: Multifamily Production, Asset Management and Portfolio Oversight, Recapitalization, and Field Operations.
Overview of Multifamily's Five New Regions
- Southwest Region: Fort Worth (Regional Center) and Kansas City (Regional Satellite Office)
(Asset Management: Albuquerque, Des Moines, Houston, Little Rock, New Orleans, Oklahoma City, Omaha, St. Louis, San Antonio, Shreveport, Tulsa)
- Midwest Region: Chicago (Regional Center), Detroit, and Minneapolis (Regional Satellite Offices)
(Asset Management: Cleveland, Columbus, Indianapolis, Milwaukee)
- Southeast Region:: Atlanta (Regional Center) and Jacksonville (Regional Satellite Office)
(Asset Management: Birmingham, Puerto Rico, U.S. Virgin Islands, Columbia, Greensboro, Jackson, Knoxville, Louisville, Miami, Nashville)
- Northeast Region: New York (Regional Center) Boston, and Baltimore (Regional Satellite Offices)
(Asset Management: Buffalo, Charleston, Hartford, Manchester, Newark, Philadelphia, Pittsburgh, Providence, Richmond, Washington)
- West Region: San Francisco (Regional Center) and Denver (Regional Satellite Office)
(Asset Management: Honolulu, Las Vegas, Los Angeles, Phoenix)
*Offices in the existing Seattle regional center will become part of the Office of Healthcare Programs