Slide #1 © 2006 Nan McKay & Associates JERRY BENOIT PHA PROGRAM SIMPLIFICATION AND PERFORMANCE...

Slide #1Slide #1©2006 Nan McKay & Associates

JERRY BENOIT

PHA PROGRAM SIMPLIFICATION AND PERFORMANCE IMPROVEMENT

Housing Choice Voucher ProgramMay 18, 2007

©2006 Nan McKay & Associates


OBJECTIVE

Analyze program administration Identify unnecessary work Simplify program administration Reduce costs


ADMINISTRATIVE FEES – BUDGET

Allocate fixed costs Prorating costs between vouchers and public

housing Allocate regular periodic expenses Prioritize other expenses Review existing expenses


ADMIN FEES - REVIEW EXPENSES

Office cleaning fees• Price shopping• Cleaning frequency

Copier and fax fees Telephone service Cell phones



Utility costs Duplicate association membership fees File storage fees Attendance at out of state events Corporate credit card points



Ordering supplies Discounts on bulk purchases Inventory Monitor use Contractors vs. In-house staff vs. Temporary

agencies



Training: on-site vs. On-line Do you develop forms, fact sheets, automated

systems, and so forth on your own rather that partner with other agencies to share expenses

Are you reinventing the wheel rather than borrowing from others



Are you creating duplicative forms when they are available from HUD or other PHAs

Administrative plans: develop in-house vs. Purchase


ADMIN FEES – SALARIES AND WORKLOAD

Are salaries higher than those of others relative to other similar jobs in the area

Is the use of overtime high Are there staff that are not fully used for an

eight hour day indicating that their caseload is too small


ADMIN FEES – SALARIES AND WORKLOAD

Are pay raises and cost of living adjustments higher than what is paid in your area

Are employee bonuses cash compensation


IN-HOUSE PROGRAM

SIMPLIFICATION-WAITING LIST MANAGEMENT

Do you wait until selection of families to purge the waiting list

Do you verify preferences before a family is selected

Do you keep the waiting list open even when there is a long wait for assistance


IN-HOUSE PROGRAM

SIMPLIFICATION-WAITING LIST MANAGEMENT

Do you use a walk-in application process rather than mail-in of applications or a lottery system when the waiting list is reopened


IN-HOUSE PROGRAM SIMPLIFICATION- FAMILY FILES

Do your family files contain data that is not required for more than three years

Do you maintain duplicative documents in family files


IN-HOUSE PROGRAM SIMPLIFICATION- FAMILY FILES

Are family files primarily full of documents, based on date, rather than standardized and organized using tabs for key areas


IN-HOUSE PROGRAM SIMPLIFICATION- OWNER ISSUES

Do you require proof of ownership; copy of recorded deed vs. Real estate tax bill

Do you establish multiple sets of utility allowances based on construction date rather than a single set by structure type



Do you require new HAP contracts for in place families when a new lease is signed

Do you send letters to owners reminding them to send in requests for rent increases



Do you require a copy of an owner’s social security card

Do you conduct complaint inspection instead of annual inspection when close to next annual inspection


IN-HOUSE PROGRAM SIMPLIFICATION - INSPECTIONS

Do you verify minor owner HQS repairs instead of requiring owner certification

Do you inspect homeownership units annually


IN-HOUSE PROGRAM SIMPLIFICATION – FAMILY ISSUES

Do you conduct third party verification unnecessarily when EIV data does not differ by more than $200 a month from family provided data

Do you conduct interim reexaminations of income when a family reports an increase in income



Do you verify all the medical expenses from the previous year rather than what the family projects for the current year

Do you use a disability definition that is different than the SSA definition



Do you conduct interim reexaminations for minimal increases in family income

Do you use new utility allowances when conducting interim reexaminations of income



Do you conduct interim reexaminations for decreases in income instead of annual reexaminations when the next annual is only a few months away



Do you synchronize annual reexaminations and annual inspections to be effective on the anniversary date

Do you conduct annual reexaminations when a family moves



Do you require pay stubs for the income of minors

Do you verify non-citizenship status for elderly persons that are exempt

Do you re-verify citizenship status at each annual reexamination



Do you require SSN and proof of identity documentation at each annual reexamination

Do you require original birth certificates as proof of identity


IN-HOUSE PROGRAM SIMPLIFICATION – MISC ISSUES

Do you perform rent reasonableness determinations more frequently that HUD requires

Do you create local forms that duplicate HUD forms (e.g., Family obligations form that duplicates the voucher)



Do you use spread sheets and manual systems to schedule and process reexaminations and inspections rather than make use of available technology



Do you wait until mid-year to absorb portable families when you are underutilizing your budget authority


HUD REGULATORY WAIVERS

PHAs may request HUD to grant waivers of regulatory requirements

HUD generally approves waivers on a family-by-family basis based on the justification provided by the PHA



HUD may also approve PHA-wide waivers (e.g., Allow PHAs to apply reduced payment standards at the first annual reexamination (rather than the second) when the PHA does not have enough money



HUD will not grant waivers that have an adverse impact on families or owners, with some exceptions (e.g., Reducing payment standards because PHA has insufficient funds)



HUD will not grant waivers that are tantamount to rulemaking (e.g., Allowing PHAs to establish term limits)


WORK FLOW – PURPOSE

Workflows are a map of processing steps conducted by various staff (e.g., The reexamination process)

Workflows assure smooth flow of work and communication among all departments



Workflows are essential for effective program management

Workflows assure all processing requirements are met



Effective workflows increase efficiency among the various departments

Workflows must address the responsibilities of all disciplines to facilitate optimal program management and functioning



Workflows should make use of computer technology


WORK FLOW – ESTABLISH PROCESS

Review work flow process to eliminate unnecessary steps

Document work flow from the application process through termination of tenancy or termination of HAP contracts


WORK FLOW – ESTABLISH PROCESS

Workflow must be all encompassing to make sure that all critical actions are performed

Review processing times


STANDARD OPERATING PROCEDURES

Develop standard operating procedures to eliminate variations by staff

Establish specialization of job functions


STANDARD OPERATING PROCEDURES

Establish reasonable case loads and establish performance standards for staff

Assign staff to multiple functions to make full use of staff time


QUALITY CONTROL PLAN

Establish a strategic quality control plan - areas needed; don’t overkill



The QC plan should cover the following areas:• Regulatory compliance and compliance with

administrative plan• RIM reviews• Inspections• SEMAP



The QC plan should cover the following areas:• Budget authority utilization• Housing assistance payments to owners

(maintenance of HAP register)• Workflows• Employee performance• Form HUD 50058 reporting in PIC• Audits


AUTOMATION – PURPOSE

Consolidates data about families that is accessible through the system

Provides consistent family data to all PHA employees

Used to assist many workflow processes



Inspections Reexaminations PIC reporting Financial management



Improve processing accuracy Reduce cycle times Reduce need for staff and office space Reduced travel time for inspectors Reduce errors and audit finding Reduces paper


AUTOMATION - FAMILY DATA

All family data in one place Use to select families from waiting list Use to calculate adjusted income and family

share of rent


AUTOMATION - FAMILY DATA

Use to schedule reexamination appointments and generate letters to families


AUTOMATION – OWNER DATA

Use of handhelds for HQS inspections Use to schedule inspections Use to download inspection data to handhelds


AUTOMATION – OWNER DATA

Upload inspection data to computer system Use to generate inspection schedule letters to

owners and pass/fail letters to owners


AUTOMATION – OTHER APPLICATIONS

Desktop computers for all, employees Prepare standard form letters to be generated

by the computer system



Establish a web-site to provide access to:• Frequently used forms• Special PHA announcements and bulletins• Frequently asked questions



• Use of automated rent reasonableness technology (e.g., Go section 8)

• Use of a call center to more efficiently handle complaints and routine matters


COMMUNICATIONS

Review the lines of communications between program specialists

If a team approach is used make sure the teams communicate


COMMUNICATIONS

If a functional approach is used make sure that there is communication and smooth workflow between the functional areas


PROGRAM IMPROVEMENT

Adopting some of the things discussed today:• Will simplify and streamline program operations• Make for more efficient use of staff and possibly

reduce staffing requirements


PROGRAM IMPROVEMENT

Adopting some of the things discussed today:• Save administrative fees• Reduce errors and avoid audit findings• Improve overall PHA performance• Improve customer relations


THE REST IS UP TO YOU

Questions And Answers

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Thank you for attending!

Upcoming Lunch ‘n’ Learn Topics: The NEW Procurement Handbook – May 25th

HCV Denials and Terminations – June 7th PH Denials and Terminations – June 9th Outsourcing – Save Admin $$ - June 15th

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