The U.S. Department of Housing and Urban Development (HUD) recently launched a new national initiative that will enhance the agency’s customer service model. This initiative also reaffirms HUD’s commitment to hiring people who are eligible for HUD services, as required from our partners through the Section 3 Program of the Housing and Urban Development Act of 1968. HUD and Department of Labor Job Corps Program leadership joined St. Louis Housing Authority leadership in St. Louis to launch and celebrate the opening of the third HUD C.A.R.E. Center. Four HUD C.A.R.E. Centers – which stands for Customer Assistance and Resident Engagement – will open in existing HUD Field Offices in Salt Lake City, Utah; Memphis, Tennessee; Albuquerque, New Mexico; and St. Louis, Missouri. HUD’s Strategic Plan includes increasing equity, improving customer experience, supporting underserved communities, and strengthening internal capacity – all of which are vital elements of the HUD C.A.R.E. Initiative.
“The HUD C.A.R.E. Center launch is a transformative step toward creating opportunity right here in St. Louis,” said Peter Hunter, HUD Office of Field Policy and Management Assistant Deputy Secretary. “By prioritizing hiring individuals who are eligible for HUD services, like through the St. Louis Housing Authority, we are investing in the potential of our workforce and the resilience of our neighborhoods.”
“Through the establishment of this C.A.R.E. Center, HUD is able to advance two important objectives,” said HUD Great Plains Regional Administrator Ulysses Clayborn. “It increases HUD’s ability to provide effective customer service to those in need and provides young, low- and moderate-income individuals with access to careers in governmental service.”
“The St. Louis Housing Authority is proud to partner with HUD in identifying residents ready to take the next step toward financial independence and self-sufficiency,” said Latasha K. Barnes, St. Louis Housing Authority Executive Director. “The HUD C.A.R.E. Program demonstrates a strong commitment to empowering public housing residents by helping them earn income and achieve financial independence. The 10 residents currently in the pipeline to be hired into the program will have secure financial futures and serve as beacons of hope, showcasing the positive impact of the HUD C.A.R.E. Center on the community.”
“Our partnership with HUD continues to open doors for Job Corps graduates, offering them meaningful careers while ensuring that HUD’s customer service teams reflect the lived experiences of the individuals they serve,” said John E. Hall, Job Corps National Director. “The new C.A.R.E. Center in St. Louis is a testament to our shared commitment to providing good jobs and helping those who need it most.”
“I am humbled and thrilled by the level of commitment and dedication being shown by the U.S. Department of Housing and Urban Development,” said Timothy J. Chambers, St. Louis Job Corps Center Director. “HUD’s willingness to partner with the Job Corps program is crucial in empowering young adults from the local community by giving them a clear path to exiting poverty through meaningful career opportunities. The new Customer Assistance and Resident Engagement Call Center aligns perfectly with many of our Career Technical Training offerings.”
ENHANCE CUSTOMER SERVICE
HUD receives hundreds of thousands of customer inquiries annually through phone calls, emails, and other means of communication. Currently, those inquiries are handled at a local level or program area level and often go to voicemail because the call volume is too high for our Field Office staff to answer in real time. By dedicating HUD C.A.R.E. Center staff to answer customer calls as they come in, HUD will eliminate most voicemails and customers will immediately receive answers to their questions, which will literally save lives in some cases.
IMPROVE OPERATIONS
HUD C.A.R.E. Centers will streamline operations by providing a single, national entry point for all HUD customer calls. This will improve organizational data with increased analytics on call volume, subject matter, and location which will allow HUD to respond quickly to emerging trends.
In addition, HUD C.A.R.E. Centers will increase equality in the federal government by hiring HUD-assisted people and those who are eligible for HUD programs, as the agency requires of HUD-funded organizations through Section 3 requirements. HUD and the federal government will continue to contribute to a more inclusive workforce and help reduce economic inequality, which will enrich the workplace with diverse perspectives and experiences.
PROVIDE OPPORTUNITY
HUD is committed to increasing economic opportunities for HUD-assisted and eligible individuals and families. HUD C.A.R.E. Centers will enhance skillsets and open career opportunities for people who are hired into the program. The C.A.R.E. Center jobs will come with training and professional development to help people acquire new skills and improve existing ones. This upskilling will enhance their employability and open doors to higher-paying jobs and career advancement, both within HUD and outside of HUD, promoting long-term economic mobility for themselves and future generations.
Communities with HUD C.A.R.E. Centers will have increased resilience through an increase in stable employment opportunities for HUD-assisted and eligible households which will have a ripple effect on the four communities chosen for the initiative.
Caption: (L-R) HUD Senior Advisor Dr. Judith Canales, HUD St. Louis Field Office Director James Heard, HUD
Deputy Chief Human Capital Officer Priscilla Clark, HUD Principal Deputy Secretary for Fair Housing and Equal
Opportunity Diane Shelley, HUD Great Plains Regional Administrator Ulysses Clayborn, HUD Assistant Deputy
Secretary for Field Policy and Management Peter Hunter, City of St. Louis Senior Advisor Grace Kyung, HUD
Chief Human Capital Officer Lori Michalski, Job Corps Regional Director Zina Watkins, HUD Principal Deputy
Assistant Secretary for Public and Indian Housing Richard Monocchio, St. Louis Housing Authority Executive
Director Latasha Barnes, HUD Chief Information Officer Sairah Ijaz, and St. Louis Job Corps Center Director
Timothy Chambers cut the ribbon in celebration of the Customer Assistance and Resident Engagement, or C.A.R.E.,
initiative at the St. Louis Housing Authority on Friday, December 6, 2024 (Photo Credit: HUD Great Plains)