Organization Type: Highmark Residential LLC / Glen Oaks Property
Location: Tallahassee, FL
Engagement Type: 3 Year LIHTC/HOME Recertification Backlog Resolution
Programs Supported: LIHTC and HOME
Housing Portfolio: Approximately 200 Units
Timeline: Originally contracted for 3 months; extended to 6 months due to scope and depth of compliance issues
Highmark Glen Oaks faced a significant compliance risk due to a three-year backlog of tenant recertifications across its LIHTC and HOME-assisted units. The backlog resulted from prolonged staff turnover, limited internal compliance expertise, and strained relationships between management and residents. Many tenant files were incomplete, outdated, or noncompliant, creating exposure to audit findings, monitoring citations, and potential IRS tax credit recapture. The engagement was triggered through an RFP after internal reviews identified widespread noncompliance and an urgent need for stabilization prior to monitoring and investor scrutiny. Failure to address these issues would have jeopardized funding, long-term affordability restrictions, and operational credibility.
AMA deployed an experienced compliance specialist onsite to immediately assess file conditions, tenant readiness, and property-level processes. Rather than functioning purely as a file-cleanup consultant, AMA took a hands-on, relationship-driven approach. The AMA consultant worked directly with tenants to explain program requirements, rebuild trust, and guide residents step-by-step through the recertification process using the RentCafe system. Files were reviewed, corrected, and fully prepared onsite, then digitized and transmitted to a third-party compliance reviewer to ensure accuracy and consistency.
AMA collaborated closely with site staff, providing real-time coaching on LIHTC and HOME requirements, unit compliance standards, and documentation expectations. This approach addressed both the immediate backlog and the underlying causes of noncompliance. AMA’s value extended beyond task completion by restoring tenant engagement, strengthening staff confidence, and establishing repeatable compliance workflows. More than 50% of tenants were successfully enrolled and trained in RentCafe, significantly improving future recertification efficiency. The effectiveness of AMA’s training and onsite support was demonstrated when the AMA temporary staff member assigned to the project was ultimately hired into an Assistant Property Manager role.
Highmark Glen Oaks is now positioned with stronger compliance controls, better-trained staff, and systems that support sustainability. The property benefits from improved tenant communication, standardized recertification processes, and enhanced file integrity. AMA’s approach ensured knowledge transfer and operational resilience, allowing the client to maintain compliance independently rather than relying on ongoing external intervention.
“AMA went far beyond clearing our recertification backlog. Their team rebuilt trust with residents, strengthened our staff, and helped us establish systems that will support compliance long-term.”
AMA Consulting Group partnered with Highmark Residential to stabilize LIHTC and HOME compliance at Glen Oaks, mitigate significant regulatory risk, and equip both staff and residents with the tools and knowledge necessary to sustain long-term program success.
Every agency’s situation is just as unique, but the path forward doesn’t have to be unclear. AMA brings the expertise, structure, and hands-on support your team needs to move forward with confidence.
