| Now What? (with random nouns) | Interesting Folk | Documentation 101 - (Vets can assist with 1) | Timelines + Boundaries (Vets can help with 1) |
|---|---|---|---|
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Income for month prior to submission of app, award letters, public benefit award letters
You discuss income docs with a client. They don't have a tax return. Now what? Client: House, Process, Clip
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Ask questions about eviction timeline, ask about future housing goals, create plan for current rent assistance, refer to HSA for search, refer to FIMO after place is lined up
You're a ghost looking for a new home in your neighborhood. Currently, you're facing eviction, and want to move.
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Names, Lease term (current), Rent amount, Signatures
What are the important aspects of a lease (during file review)?
|
-Reviewed file
-Tried to contact client (48 hours) -Recorded contacts in audit log -Sent close out if no response -Emailed documents if you contacted client
Within 72 hours of being assigned a client, you should have done at least 3 of these things?
|
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Ask about COVID impact since April 2020-must be financial. Edit checked boxes in app, note in file that COVID impact was verified.
Client checked "other" in app COVID attestation, and wrote "my dog done got sick." Now what? Client: Fax, Document, Chocolate
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Stay calm, explain turnaround timelines, explain process, reassure of when she'll hear from you next
You're a valley girl from SoCal. You've turned in all your documents and want to know what's taking so long.
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SNAP, LEAP, TANF
What 3 public services award / certification letters can be used to show income for the household?
|
-Explain our timelines
-Be honest/realistic with client -Set a deadline for all docs to be in by 3pm -Ask a team member to help follow up if absolutely necessary
A client calls at 2pm and hasn't turned in all docs. They say they need an update by 5pm. You were planning to leave for a bday party at 4. What are 3 things you could do/say?
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Verify COVID impact. Then, N2N.org, or call a client coordinator on the hotline
Client doesn't know how to apply for rent assistance. Now what? Client: Quirky, Fluffy, Hamburger
|
REAL SCENARIO: You're a senior, elderly, and like to chat. You like to chat a lot.
REAL SCENARIO: You're a senior, elderly, and like to chat. You like to chat a lot. You need help with many things.
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Area Median Income
What does AMI stand for?
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-Text
-Call
In what 3 ways can you reach out to a client within 48-72 hours?
|
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Ask client if the adult is still in the household, if not, make a note in the AL. If so, add them to application and collect income.
There is another adult on the lease, not on the application. Now what? Client: Massive, Worm, Piano
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Emphasize eviction potential, explain docs needed, set deadlines for close out.
You're from the deep south. You hunt hogs, love potlucks, and crackin open a cold one at 5pm. You also have been in the HACs caseload for about a month and have yet to turn in docs.
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Eviction notice = eviction for nonpayment of rent or lease violation, goes through the courts
Lease termination = the lease is ending, and LL is not renewing
What's the difference between an eviction notice vs. lease/tenancy termination or non-renewal?
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Step away from your computer.
Talk it through with your lead. PTO / flex the rest of the day. Remember / reread your job description.
You just had a very emotionally difficult call and are shaken up. What are three things you could do next?
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N2N has been in Larimer County since the 1970s, we're a local nonprofit and have been contracted to distribute Federal funds allocated for rent assistance for those impacted financially from COVID-19. Your tenant has applied for these funds, and the check will be written directly to you.
A landlord is skeptical of the program/giving any information for the LLV. They want to know what this is all about. Landlord: Bugs, Grass, Helicopter
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REAL SCENARIO: You're a difficult, irritated client and you want to know how the process works. Your landlord needs to get paid TODAY.
REAL SCENARIO: You're a difficult, irritated client and you want to know how the process works. Your landlord needs to get paid TODAY.
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ERAP = Emergency Rent Assistance Program
DOLA = Department of Local Affairs
What do ERAP and DOLA stand for?
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-Emailing weeklies
-Posting in the counseling team chat -Sending PTO invite to lead and rachel -Submitting for PTO in Dominion
What are 3 ways HACs communicate their upcoming schedule/schedule changes/PTO?
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