The Road Home Week 23 Situation & Pipeline Report and Pipeline... · 2019-10-24 · authorization...

The Road Home Week 23 Situation & Pipeline

Report

December 12, 2006

Weekly Situation & Pipeline Report Week 23

December 1 – December 7, 2006

i

Table of Contents

EXECUTIVE SUMMARY ................................................................................................... 1

State Assistance Required .................................................................................................. 2

Deliverables ....................................................................................................................... 2

HOMEOWNER PROGRAM ................................................................................................ 3

Housing Assistance Center Activity .................................................................................. 5

Award Calculation Activity ............................................................................................... 5

Data Verification and Closing Activity ............................................................................. 5

Home Evaluations (Home Inspection) Activity ................................................................. 6

Call Center Activity ........................................................................................................... 6

Mailroom/Data Entry Activity ........................................................................................... 7

Housing Assistance Center Appointment Activity ............................................................ 8

Supporting Function Activity .......................................................................................... 11

RENTAL PROPERTY REPAIR PROGRAM .................................................................... 12

HAZARD MITIGATION GRANT PROGRAM (HMGP) ................................................. 12

PROGRAM SUPPORT STATUS ....................................................................................... 12

LOGISTICS, FACILITIES, & SECURITY .................................................................... 12

HUMAN RESOURCES .................................................................................................. 12

POLICY & PLANS ......................................................................................................... 12

TRAINING ...................................................................................................................... 13

EXTERNAL AFFAIRS ................................................................................................... 13

Community Outreach ................................................................................................... 13

Communications .......................................................................................................... 14

Public Information ....................................................................................................... 14

MIS .................................................................................................................................. 14

FRAUD PREVENTION .................................................................................................. 15

QUALITY ASSURANCE AND CONTROL ................................................................. 16

COMPLIANCE................................................................................................................ 16

SPECIAL NEEDS ADVISORY TEAM ......................................................................... 16

APPENDIX A ...................................................................................................................... 17

APPENDIX B ...................................................................................................................... 19

APPENDIX C ...................................................................................................................... 20

GLOSSARY ........................................................................................................................ 21


December 1 –December 7, 2006

1

EXECUTIVE SUMMARY

The Homeowner Assistance Program continued to make progress in the number of

applicants seen for the reporting period. The number of appointments held this week

increased 22% exceeding all previous weeks reported. During the period, Homeowner

Program Advisors met with 5,370 applicants (averaging 767 per day). The number of

benefits calculated increased from 10,465 to 10,778. In addition, 17 closings were

completed during the period (73 total). Homeowners returned 3,253 options letters

increasing the number of benefits options selected over 800% for a total of 3,655. Option

breakdown is below.

Table 1: Homeowner Program Snapshot

Activity As of COB November 30

Weekly Activity

As of COB December 7

Number of Applications Recorded 84,047 2,375 86,422

Number of Appointment Letters Mailed 74,947 2,579 77,526

Number of 1st Appointments Scheduled 54,662 2,936 57,598

Number of 1st Appointments Held 35,289 5,370 40,659

Number of 1st Appointments Completed 34,272 5,067 39,339

Number of Home Evaluations Completed 23,513 4,172 27,685

Number of Benefits Calculated 10,465 313 10,778

Number of Benefits Options Letters Sent 10,108 - 10,108

Number of Benefits Options Selected 402 3,253 3,655

Number of Closings Held 56 17 73

Table 2: Options Selections and Closings by Option Type

Option 1 Option 2 Option 3 Total

Benefits Options Selected 2,685 882 88 3,665

Closings Held 73 - - 73

The Rental Repair Program continues to prepare for the initiation of the program. Work has

progressed on the development of the Program Guide, Lender Handbook, Policy and

Procedures and Scoring Criteria. The final program design, rents, and awards were

delivered to OCD and LRA during this reporting period.

The HMGP continues to hire key project administration and staff in anticipation of the

approval to incur pre-award HMGP project delivery costs. Initial negotiation with the

chosen subcontractor has begun in an effort to expedite the final contract process.


December 1 –December 7, 2006

2

State Assistance Required

HMGP: Require key decisions from the State regarding approval of limited

authorization to incur pre-award HMGP project delivery costs pending approval of

the HMGP applications

Deliverables Table 2: Program Deliverables

Del. ID Deliverables Date

00025 Combined Weekly & Pipeline Report 12/05/06

00002 Cash Flow Projection & Financial Dashboard 12/05/06

00076 Homeowner Construction Representative Training 12/05/06



3

HOMEOWNER PROGRAM

APPOINTMENT

LETTERS SENT

APPOINTMENTS

COMPLETED

77,526 2,579

57,598 2,936

39,339 5,067

ONLINE IN SYSTEM 46,191 1,605

MAIL IN SYSTEM 38,617 398

PHONE IN SYSTEM 1,614 372

APPOINTMENTS

SCHEDULED

AP

PL

ICA

TIO

NS

AP

PO

INT

ME

NT

S

CUMULATIVE

As of 11/30

CUMULATIVE

As of 12/07 INCREASE

HOMEOWNER

PROCESS

APPS IN SYSTEMAPPS IN SYSTEM 86,42286,422 2,3752,375


74,947

54,662

34,272

44,586

38,219

1,242

84,04784,047

84,04784,047

APPOINTMENT

LETTERS SENT

APPOINTMENTS

COMPLETED

77,526 2,579

57,598 2,936

39,339 5,067

ONLINE IN SYSTEM 46,191 1,605

MAIL IN SYSTEM 38,617 398

PHONE IN SYSTEM 1,614 372

APPOINTMENTS

SCHEDULED

AP

PL

ICA

TIO

NS

AP

PO

INT

ME

NT

S

CUMULATIVE

As of 11/30

CUMULATIVE


HOMEOWNER

PROCESS



74,947

54,662

34,272

44,586

38,219

1,242

84,04784,047

84,04784,047

Figure 1: Homeowner Assistance Program Pipeline - Applicant Input

- Figures are cumulative

through the period

indicated

- An increase of 2,375

applicants entered the

system through applicant

online entry, paper

transcription, and phone

entry

- Phone application entry

increased over 29% from

the previous period

- 5,067 of the 5,370

appointments held for the

current period were

completed, which allows the

applicant to enter into the

evaluation/third party

verification/calculation

process

See the Glossary for explanation of

Figure 1 terms



4

OPTIONS

LETTERS SENT10,108 -

73 17CLOSED

CA

LC

UL

AT

ION

SC

LO

SIN

GS

APPLICATIONS IN

VERIFICATION39,339 5,067

10,778 313BENEFITS

CALCULATED

TOTAL TOTAL $821.1 million$821.1 million $169.8 m$169.8 m

AVERAGEAVERAGE $78,714$78,714

TOTAL TOTAL $3.8 million$3.8 million $ .9 m$ .9 m

AVERAGE $52,073

OPTIONS

SELECTED3,655 3,263

CUMULATIVE

As of 11/30

CUMULATIVE


HOMEOWNER

PROCESS

10,108

56

34,272

10,465

$651.3 million$651.3 million

$64,926$64,926


$51,452

402

OPTIONS

LETTERS SENT10,108 -

73 17CLOSED

CA

LC

UL

AT

ION

SC

LO

SIN

GS

APPLICATIONS IN

VERIFICATION39,339 5,067

10,778 313BENEFITS

CALCULATED

TOTAL TOTAL $821.1 million$821.1 million $169.8 m$169.8 m

AVERAGEAVERAGE $78,714$78,714

TOTAL TOTAL $3.8 million$3.8 million $ .9 m$ .9 m

AVERAGE $52,073

OPTIONS

SELECTED3,655 3,263

CUMULATIVE

As of 11/30

CUMULATIVE


HOMEOWNER

PROCESS

10,108

56

34,272

10,465


$64,926$64,926


$51,452

402

Figure 2: Homeowner Assistance Program Pipeline - Applicant Processing

- The $821.1M total and

$78,714 average award

represent maximum benefit if

ALL applicants select Option

1 – rebuild in place (the total

does not include affordable

loan amounts or ‘zero’ grant

awards)

- All closed applicants have

selected Option 1

- Applicants’ initial options

selection are in Appendix A

See the Glossary for explanation of

Figure 2 terms



5

Housing Assistance Center Activity

Increased throughput at the 11 Centers by 22%; 5,370 appointments held (40,659

total to date)

Continued to finalize staffing plans and strategies for implementation of the

Benefits Option appointment

Worked to finalize logistics, staffing and scheduling plans to open a 2nd

Housing

Assistance Center in New Orleans

Award Calculation Activity

Calculated an additional 313 grant benefits for the period (10,778 total); 42 ‘zero’

grant amounts (476 total) and 271 ‘non-zero’ or ‘positive’ grant amounts (10,307

total) calculated for the period (averaging $78,714 per grant)

Table 4: Award Calculation Activity including LMI and Elderly Detail

Option 1 Total Compensation Grant Amount

Elevation Grant Affordable Loan

Number of Total Benefits 10,778 10,778 10,778 10,778

Sum of Total Dollars $821,068,371 $456,522,537 $199,856,633 $164,689,200

Number of LMI Benefits 4,976 4,976 4,976 4,976

Sum of Dollars to LMI $463,338,430 $211,267,347 $90,181,531 $161,889,550

Number of LMI Benefits as a % of Total Population

46% 46% 46% 46%

Sum of Dollars to LMI as a % of Total Population

56% 46% 45% 98%

Number of Elderly Benefits

1,951 1,951 1,951 1,951

Sum of Dollars to Elderly $175,292,841 $106,348,878 $38,010,411 $30,933,550

Number of Elderly Benefits as a % of Total Population

18% 18% 18% 18%

Sum of Dollars to Elderly as a % of Total Population

21% 23% 19% 19%

Data Verification and Closing Activity

Assisted with the completion of 17 closings

Continued to work with Program participants to accelerate verification processes

and increase matches for greater throughput



6

Home Evaluations (Home Inspection) Activity

Table 5: Home Evaluation Team Metrics

ACTIVITY Prior Total

11/6 – 11/09

11/10-11/17

11/18-11/25

11/26-11/30

12/1-12/7

Current Total

Five Week

Average

Work Orders Submitted by Housing Advisor

19,175 3,611 4,144 3,091 5,058 4,114 39,193 4,004

Work Orders Dispatched 18,980 3,101 2,778 3,464 3,458 3,816 35,5971 3,323

Evaluations Completed in the Field

8,995 3,705 6,683 983 3,147 4,173 27,686 3,738

1 – 1,641 work orders for condos and doubles not yet dispatched and 1,058 work orders held due to priority

code 99 (current ineligibility) or no priority code. An additional 50 work orders are awaiting Housing Center

resolution.

Initiated planning for a focus group of homeowners to gather feedback on preferred

computer-aided design format

Continued to develop a resolution team focused on Home Evaluations

Collaborated with KPMG to resolve data errors

Developed database to track homeowner inquiries and appeals

Drafted policy for handling of homeowner-submitted structural damage analyses

Developed policy and protocol for evaluating duplexes and manufactured homes

Developing Just-in-Time training about Home Evaluations for delivery at Centers

Delivered training to all currently-active home evaluators on HMGP and

environmental review requirements

Interviewed evaluators to resolve computer-aided designs marked with questionable

specifications

Call Center Activity

Table 6: Call Center Metrics


11/6- 11/9

11/10- 11/16

11/17– 11/23

11/24– 11/30

12/1-12/7

Current Total

Five Week

Average

Calls 176,833 16,086 22,008 12,128 20,767 21,353 269,175 18,468

Applications Requested

24,907 508 751 430 653 687 27,936 606

Online Application Assists

1,209 169 263 191 243 253 2,328 224

Hardcopy Application Assists

829 69 78 42 85 94 1,197 74

Phone Applications

24 90 405 248 475 372 1,614 318

Spanish Calls 332 73 75 35 78 90 683 70

Vietnamese Calls 98 22 12 19 26 22 199 20

Appointments Scheduled by Phone

34,340 7,444 6,853 2,760 3,286 2,936 57,619 4,656



7

Table 7: Resolution Team Activity

ACTIVITY Current Total1

Calls referred to the Resolution Team 2,636

Calls Resolved without Opening Resolution Issue 1,138

Calls Opened as Resolution Issues 1,498

Resolution Issues Closed 53

Resolution Issues Remaining Open 1,445 1 Reporting period is 11/13/06 – 12/07/06

Mailroom/Data Entry Activity

Table 8: Mailroom/Data Entry Metrics


11/6- 11/9

11/10- 11/16

11/17-11/23

11/24-11/30

12/1-12/7 Total

Five Week

Average

New paper applications received through mailroom

38,877 912 1,229 1,048 1,034 793 43,893 1,003

New paper applications entered into batch files for entry into eGrantsPlus

38,091 1,100 1,227 1,253 905 786 43,362 1,054

New paper applications remaining to be entered into eGrantsPlus

8,847 217 219 14 141 261 261 N/A

Processed 793 pieces of mail this period (total 43,893 to date; averaging over 1,003 per

week); total mail processed for entry into eGrantsPlus is 43,362 (38,219 entered in

eGrantsPlus)

Continued processing current week mail (within a day or two of receipt)



8

Figure 3: Mailroom/Data Entry Trends

Cumulative Metrics

1799

9476

18218

24205

27945

3121733616

3571137529

38877 3978941018

42066 43100 43893

17177

28682

3847239572

4079942054 42846 43362

9476

18218

23245 24203 23895 23201

8847

10415

7322

3742

9600

00

53125412219217405

1799

18534

-5000

0

5000

10000

15000

20000

25000

30000

35000

40000

45000

50000

28

-Au

g

4-S

ep

11

-Se

p

18

-Se

p

25

-Se

p

2-O

ct

9-O

ct

16

-Oct

23

-Oct

30

-Oct

6-N

ov

13

-No

v

20

-No

v

27

-No

v

4-D

ec

Vo

lum

es

Inbound Mail Processed Applications Backlog

Housing Assistance Center Appointment Activity

The number of appointments increased to 5,370 for the week, a 22% increase from the

prior reporting period. Figure 4 and Table 9 show the appointment activity for the Centers

by day and by week, respectively.

Figure 4: Housing Assistance Center Appointments by Day

# of Appointments Per Day, December 1 - December 7, 2006

1124

631

103

637

1,077

802

996

0

200

400

600

800

1000

1200

Fri Sat Sun Mon Tues Wed Thu

# of Appointments



9

Table 9: Housing Assistance Center Appointments by Week


11/6-11/9

11/10-11/16

11/17-11/23

11/24-11/30

12/1-12/7

Current Total

Five Week

Average

Appointments Held 19,696 2,288 4,822 4,315 4,164 5,370 40,655 4,192

Average Daily Appointments Held

572 689 617 595 767

Figure 5 shows the number of appointments scheduled and actual appointments held by

Center. The percentage for each Center represents the number of scheduled appointments

that were actually held. The number of counselors per Center is also reported.

Housing Assistance Center Processing, December 1 - 7, 2006

881

66

1091

274

583

1940

138

513

559

112

132

655

59

835

245

499

1760

113

484

515

95

110

74%

89%

77%

89%

86%

91%

82%

94%

92%

85%

83%

0 500 1000 1500 2000 2500

Calcasieu/25 Advisors

Cameron/3 Advisors

E. Baton Rouge/41 Advisors

Houston/11 Advisors

Jefferson/27 Advisors

New Orleans/77 Advisors

Plaquemines/4 Advisors

St. Bernard/20 Advisors

St. Tammany/20 Advisors

Terrebonne/3 Advisors

Vermilion/5 Advisors

Ho

us

ing

As

sis

tan

ce C

en

ter/

Nu

mb

er

of

Ad

vis

ors

Applications

# of Appts Scheduled # of Actual Appts Percentage Scheduled vs. Actual

Figure 5: Appointments Scheduled and Held by Center

Figures 6 and 7 show trends of scheduled versus held appointments and the average

number of appointments per day over the current and previous periods. Figure 6 also

includes the number of appointments missed. The trend illustrated by Figure 6 continues to

show substantial throughput for the Centers with the total appointments for the weeks and

daily averages considerably higher than previous periods.



10

Weekly Scheduled (Planned) vs. Held (Actual) Appointments

24532639

4852

6289

178

651

4968

34013532

5364

3571 3506

5370

41644317

2275

2924 305131533082

4822

2288

919

688489353

477 481351

542

0

1000

2000

3000

4000

5000

6000

7000

9-O

ct

16-O

ct

23-O

ct

30-O

ct

6-N

ov

9-N

ov

16-N

ov

23-N

ov

30-N

ov

7-D

ec

Period Ending

Ap

po

intm

en

ts

Scheduled Held Missed

Figure 6: Weekly Scheduled and Held Appointments

Average Daily Appointments

418

617

767

595

436440

572

450

689

325

050

100150200250300350400450500550600650700750800850

9-O

ct

16-O

ct

23-O

ct

30-O

ct

6-N

ov

9-N

ov

16-N

ov

23-N

ov

30-N

ov

7-D

ec

Period Ending

Appoin

tments

Average Daily

Figure 7: Average Daily Appointments by Period



11

Table 10 shows the next available appointment date by Center, and indicates immediate

availability in the East Baton Rouge, Calcasieu, and Houston.

Table 10: Center Appointment Availability

# Center Name Next Available Appointment

Average # of Days Wait until Appointment

1

1 East Baton Rouge December 12, 2006 5

2 Orleans January 22, 2007 45

3 Calcasieu December 12, 2006 5

4 Jefferson February 1, 2007 55

5 St. Bernard January 20, 2007 43

6 St. Tammany December 22, 2006 16

7 Cameron January 4, 2007 29

8 Plaquemines February 9, 2007 63

9 Terrebonne January 5, 2007 30

10 Vermilion January 20, 2007 43

11 Houston December 12, 2006 5 1The Average # of Days Wait until Appointment is the number of days between the last day of the

reporting period (December 7, 2006) and the Next Available Appointment

Increased availability in the East Baton Rouge and Houston Centers is a result of

cancelled appointments and increased scheduling possibilities

Supporting Function Activity

General: In support of Program initiatives, applicants are requested to provide

demographic, income, and household data voluntarily. Table 11 shows the breakdown of

applicants by race as reported by the applicant. Twenty-five percent designated race as

Black, 26% as White. Forty-five percent of the applicants available to provide race data

chose not to designate race, a 3% decrease from the previous reporting period.

Table 11: Applicant Race and Ethnicity as Reported by Applicant

Race Total Applications

American Indian/Alaska Native 171

American Indian/Alaska Native and White 183

American Indian/Alaskan Native/Black-African American 204

Asian 817

Asian and White 101

Black/African American 22,021

Black/African American and White 476

Native Hawaiian/Other Pacific Islander 59

Other Multi-Racial 1,028

White 22,194

Race Not Provided 39,168

Total 86,422



12

RENTAL PROPERTY REPAIR PROGRAM Drafted Scoring Criteria and weighting

Began working on Program Guide, Lender Handbook, Policy, and Procedures

Guidelines

Participated in two meetings with OCD regarding the Programmatic Agreement

Continued negotiations with Environmental Subcontractors

Developing functional checklists for HDP software

Web site design for property owners will be available mid-week

Completed and delivered final program design, rents, and awards to OCD and LRA

Prepared materials and participated in Joint Legislative Committee Hearing on

Thursday, December 7, 2006

HAZARD MITIGATION GRANT PROGRAM (HMGP) Forwarded the Basic Ordering Agreement (Base Contract) for subcontractor

technical assistance to the preliminary awardee to expedite the final negotiation

process

Hired key project administration and delivery staff to initiate HMGP projects

including:

o HMGP Program Manager

o HMGP Project Coordinator

o HMGP Administrative Assistant

o HMGP Evaluation Coordinator

o HMGP New Orleans Area Regional Coordinator

PROGRAM SUPPORT STATUS

LOGISTICS, FACILITIES, & SECURITY

Initiated build-out of New Orleans East Housing Assistance Center (90% complete)

for December 15th

opening

Signed lease for the West Telemarketing building

Continued negotiation for purchase of furniture and IT assets at the West

Telemarketing building

HUMAN RESOURCES

Conducted hiring event at the Louisiana Technology Park for the homeowner

program. hired total of 68 Housing Advisors and Closing, Appeals and Resolution

Advisors

Continued recruiting and hiring efforts to staff the Small Rental Program

POLICY & PLANS

Held 3 hour CDBG training workshop for key personnel

Finalized protocols for home evaluations of duplexes and condominiums

Continued work on funding assistance award calculations for duplexes and

condominiums



13

Coordinated with OCD on environmental review compliance

Participated in FEMA historic preservation programmatic agreement consultation

meeting and continued work on The Road Home historic preservation programmatic

agreement

Met with OCD attorneys on modification to the replacement housing grant

agreement and the affordable loan rider

Determined policy for owners of mixed used property

Contributed to process mapping of grant calculation process and upcoming eGrants

requirements releases

TRAINING

Delivered three-day Homeowner Program Training for 67 new employees in New

Orleans

Delivered five-day training for 52 new Home Evaluators

Developed Rental Property Repair Program Orientation; delivered 4-hour training

to 13 employees

Continued development of the web-based training for Housing Assistance Center

staff

Table 12: Training Summary

Training Type

Target Audience Location Date Attendees

Internal The Road Home Employees

Doubletree Hotel New Orleans, LA

December 5-7, 2006 67

Internal Home Evaluators Doubletree Hotel New Orleans, LA

November 27 - December 1, 2006

52

Internal The Road Home Employees (Rental Program)

East Baton Rouge Housing Assistance Center Baton Rouge, LA

December 5, 2006 13

EXTERNAL AFFAIRS

Community Outreach

Table 13: Community Outreach Metrics

Meeting Type Events Week

12/1-12/7 People Reached Week 12/1-12/7

Events To Date

People Reached To Date

Community 10 2,667 164 14,656

Faith Based 2 1,201 28 2,812

Business 5 228

Governmental 2 120 49 2,188

Case Managers 2 7 35 782

TOTALS 16 3,995 281 20,666



14

Continued to meet with several faith-based groups, governmental organizations, and

non-profit organizations to provide information about the Program and continued to

assist groups with providing access to The Road Home, including meetings with the

St. Stephens Baptist Church congregation in Atlanta GA, Vermilion Faith

Community of Care, FDIC, Native American Disaster Recovery committee, the

Atlanta Diocese and the Georgia Advocacy Center

Prepared for and attended the Parochial and Municipal Affairs Joint Committee

meeting

Made a presentation to the Cameron Parish Police Jury which was filmed on public

access television for viewing audience of 3,000 in Johnson’s Bayou, Creole, Grand

Chenier, Cameron, Hackberry and Grand Lake

Provided applications and information as well as answered questions at the

UNOP/AmericaSpeaks forums in five cities including Atlanta, Baton Rouge,

Dallas, Houston and New Orleans

Conducted community homeowner education forums in Chauvin, Montegut, New

Orleans East, Franklinton and Bogalusa. The Bogalusa presentation filmed on

public access television for a viewing audience of 10,000 in Washington Parish and

surrounding area

Communications

Distributed press release on community outreach

Finalized FAQs for Benefit Option Letters, IRS talking points and Pre-storm value

talking points

Continued recruitment efforts of potential homeowner testimonial candidates

Collaborated with creative agency to produce new ads using testimonials

Drafted Mitigation Measures Booklet

Printed Mitigation Measures Fact Sheet

Assisted Small Rental with updated Homeowner and Rental Talking points

Drafted Homeless Fact Sheet

Public Information

Met and contacted several media outlets in Louisiana to disseminate Program

information, correct errant information, and respond to questions regarding the

Program, including The Times of Acadiana, New Orleans City Business, WIST-

AM, ABC News (Local). AP, New Orleans Tribune, Reuters, Gumbomedia

Network, WRNO Radio, The Courier (Houma), Bayou Buzz, Times-Picayune, The

Louisiana Network, Daily Advertiser, KLFY-TV10, and WDSU-TV

Met and contacted media outlets in the Houston, Texas area and areas outside of

Louisiana to disseminate Program information, correct errant information, and

respond to questions regarding the Program

MIS

Evaluated solutions for the Resolutions Team to manage exceptions processing and

identified TrackStudio as a suitable solution



15

Conducted additional requirements definition sessions with HDS for the Rental

program

Initiated Tracesecurity audit; completed internal scanning of devices

Participated in the “Gap Analysis” audit by KPMG concluding with a site visit to

NTG

Initiated the West facility technology transfer

Brought online 4 new insurance companies for data verification

Tested Automated Feed with First American

Implemented Matching Logic with SBA Data

Completed eGrantsPlus Release 3 requirements

FRAUD PREVENTION

Table 14: Fraud Prevention Metrics

ACTIVITY Prior

Totals 11/06- 11/09

11/10- 11/16

11/17-11/23

11/24-11/30

12/1-12/7

Current Totals

Applicant Issues Reported to Anti-Fraud

16 2 2 - 1 - 21

Evaluator Issues Reported to Anti-Fraud

- - - - - - -

Third-Party Issues Reported to Anti-Fraud

2 1 - - - 1 4

Evaluator Data Anomalies 523 45 - - - - 568

Shaw Data Issues - - 1,636 - 278 83 1,997

Shaw Outliers - - 70 - 7 32 109

Providence Data Issues - - 3,165 - - 828 3,993

Providence Outliers - - 130 - - 77 207

Applicant Outliers based on ICF Criteria

- -

3,384 - - - 3,384

Applicant Outliers based on KPMG Criteria

- 156 33 - 6,422 4,178 10,7891

Continued to investigate multiple applicant and application matters, including new

matters related to fraudulent checks and attempted bribery of an evaluator

Performed detailed data analytics for 6,815 records provided by Shaw, 11,056

records provided by Providence, and 18,993 application related records provided by

ICF MIS department

Attended CDBG training

Attended HUD Auditor conference in Biloxi and Rental Training update in Baton

Rouge

Obtained GAO report issued December 6 concerning further findings of fraud,

waste and abuse and shared our analysis of its findings with Program participants

Provided anti-fraud awareness training to new HAC employees in New Orleans



16

QUALITY ASSURANCE AND CONTROL

Reviewed 121 eGrants files for appraisal and insurance supporting documentation

Participated in and contributed to the identification and documentation of improved

processes for Benefit Option Letter generation

Developed a process flow map for Closing process

Consolidated homeowner survey comments and preparing result analysis

Initiated follow-up on Conflict of Interest requirements and monitoring strategies

Completed 41 telephone surveys with homeowners regarding home evaluation

process

Supported Rental team in identifying metrics for the Rental program

COMPLIANCE

Met with OCD to work on public requests for email records and all contracts and

subcontracts

Attended HUD Audit Entrance Conference and KPMG Analytics meeting with

OCD

Worked on training needs for HUD and Legislative Auditors

Investigated possibly obtaining records from HUD on recent property sales

SPECIAL NEEDS ADVISORY TEAM

Received approval of expedited process and outreach worker pilot

Continued working towards developing agreement with Louisiana Spirit to provide

crisis counseling services in the Centers, referrals, and training

Began to research and develop workplan for addressing special needs at the

Houston HAC

Revised the Call Center script to acknowledge difficulties in accessing Housing

Centers based on the Accessibility surveys

Trained Special Needs liaisons from six Centers

Surveyed stakeholders on access to resources and barriers to The Road Home

program

Met with UMCOR and Catholic Charities about participation in piloting expedited

process appointments and outstationing workers



17

APPENDIX A

Initial Option Elections of Applicants, by Parish of Damaged Residence

Note:Parish information and option choices are as reported on applications received from homeowners and may change once

validation by The Road Home Program is completed and families consider benefit amounts for each possible option.

PARISH Keep Your

Home Sell, but Stay in

Louisiana Sell, and Move

out of Louisiana Undecided

Information Not Available

Total

ACADIA 65 4 - 8 2 79

ALLEN 96 8 - 15 3 122

ASCENSION 41 12 1 3 1 58

ASSUMPTION 44 4 - 7 - 55

BEAUREGARD 208 25 - 30 8 271

CALCASIEU 3,312 364 13 524 132 4,345

CAMERON 671 199 7 436 50 1,363

EAST BATON ROUGE 128 8 1 12 1 150

EAST FELICIANA 13 - - 4 1 18

EVANGELINE 12 1 - 2 2 17

IBERIA 524 51 2 102 26 705

IBERVILLE 31 5 - 7 - 43

JEFFERSON 9,035 446 61 700 313 10,555

JEFFERSON DAVIS 263 26 - 42 12 343

LAFAYETTE 43 3 - 11 8 65

LAFOURCHE 166 21 1 21 9 218

LIVINGSTON 80 13 - 23 5 121

ORLEANS 26,588 3,434 655 4,777 920 36,374



18

PARISH Keep Your

Home Sell, but Stay in

Louisiana Sell, and Move

out of Louisiana Undecided

Information Not Available

Total

PLAQUEMINES 1,142 499 32 770 167 2,610

POINTE COUPEE 8 - - 3 1 12

SABINE 5 3 - 1 - 9

SAINT BERNARD 4,212 3,767 361 2,218 207 10,765

SAINT CHARLES 220 12 - 32 20 284

SAINT HELENA 66 3 2 12 3 86

SAINT JAMES 30 1 - 4 - 35

SAINT LANDRY 62 6 - 8 1 77

SAINT MARTIN 44 4 - 12 1 61

SAINT MARY 111 17 - 28 11 167

SAINT TAMMANY 4,959 473 64 564 168 6,228

ST JOHN THE BAPTIST 213 5 4 20 8 250

TANGIPAHOA 251 28 1 47 10 337

TERREBONNE 705 124 3 146 30 1,008

VERMILION 932 136 2 189 55 1,314

VERNON 18 3 - 3 1 25

WASHINGTON 394 21 - 46 20 481

WEST BATON ROUGE 7 1 - - - 8

WEST FELICIANA - - - - - -

Non-Presidentially Declared Disaster Area Parishes 228 32 4 46 17 327

No Parish Provided by Applicant 2,021 429 58 523 4,405 7,436

Total 56,948 10,188 1,272 11,396 6,618 86,422



19

APPENDIX B



20

APPENDIX C



21

GLOSSARY

Pipeline Diagram Terms (Figures 1 and 2)

APPLICATIONS

Online in System represents the cumulative number of applications in the system for

applications submitted online.

Mail in System represents the cumulative number of applications in the system for hard copy

applications submitted via mail.

Phone in System represents the cumulative number of applications in the system for applications

taken over the phone.

Total in System represents the cumulative number of applications in the system for applications

submitted online, via mail, and over the phone.

APPOINTMENTS

Appointment Letters Sent represents the cumulative number of letters sent to applicants asking

them to call and schedule an appointment. Not all applicants will receive appointment letters

because they may be ineligible or may have already scheduled their appointment over the phone.

Appointment letters are sent in batches twice a week.

Appointments Scheduled represents the cumulative number of appointments scheduled to date.

Appointments Completed represents the cumulative number of appointments completed at

Housing Assistance Centers where advisors submitted the applicants’ completed applications.

CALCULATIONS

Applications in Verification represents the cumulative number of applicants whose application

data is being verified to determine eligibility and basis for calculation of benefits.

Benefits Calculated represents the cumulative number of applications for which eligibility has

been determined and benefits have been calculated for the various possible options.

CLOSINGS

Options Letters Sent represents the cumulative number of applicants who have been sent a

benefit options letter noting their respective benefit options.

Options Selected represents the cumulative number of applicants who have replied to the options

letter and selected their benefit option.

Closed represents the cumulative number of applicants who have gone through the closing

process and whose funds have been disbursed.

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