Workload sharing allows offices, teams, and 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 mitigates pressure on staff, and reduces wait time and backlogs for customers.
Underwriter Model and Risk Based Processing in Production
The Underwriter Model fosters greater efficiency and effectiveness through the specialized processing of incoming applications based on risk and complexity.
Production applications are segmented according to risk and complexity, and then assigned to the appropriate underwriter. More experienced underwriters process riskier, more complex applications. The underwriter manages the end-to-end review of each application, drawing in technical experts such as construction analysts and appraisers as needed. This approach increases the efficiency of processing applications, provides improved customer service, and supports better risk management.
Account Executive and Asset Resolution Specialist support in Asset Management
The new Asset Management model enables Multifamily experts to better manage risk while aligning the Asset Management portfolio according to staff expertise.
Three different roles have been established to manage assets based on the risk and complexity: Account Executives are primarily responsible for managing the non-troubled portfolio; Senior Account Executives handle potentially troubled and more complex, non-troubled assets; and Asset Resolution Specialists focus on Multifamily's riskiest, most 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 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 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 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 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 has consolidated 17 hubs into five regions. Each region has a Regional Center with one or two Regional Satellite Offices and several smaller Asset Management Offices.
- 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