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pdfAppendix D
Macro International Inc.
Headquarters
11785 Beltsville Drive
Calverton, MD 20705
Phone: 301-572-0200
Fax: 301-572-0999
www.orcmacro.com
O R C MACRO
SM
Date
Addressee
Address
Dear
As you know, the Department of Housing and Urban Development is conducting a nation-wide
study to measure the amount and sources of error associated with determinations of eligibility and
tenant rent in the Public Housing, Section 8, Section 202, and Section 811 programs. In addition to
the tenant data we are already collecting at your PHA or project, ORC Macro has been asked to
collect information from PHA and project staff regarding your procedures for conducting
certifications and recertifications. This information will be used to prepare project characteristic
findings related to the tenant level data.
Enclosed is a questionnaire that includes questions related to:
• Number and types of staff
• Staff training
• Communicating information from HUD to staff
• Quality control processes
• Conducting interviews
• Verification procedures
Please ask the appropriate person at your PHA or project to complete this questionnaire and return
it to us by date.
If you are the contact person for more than one program or project in our study, we have enclosed
multiple copies of the questionnaire. Please note that the label on the front of the questionnaire
indicates the specific project for which we are collecting information. If the responses to the
questions are the same for all or some of the programs or projects for which you are responsible,
you may indicate such by responding: “please see responses for (name of project or program)” in
the appropriate section(s). Return all forms to ORC Macro.
Once again, we thank you for your cooperation with this study. We know you are busy and have
many commitments. However, we also know you recognize how important this information is to
HUD. If you have any general questions about this study, please feel free to call me. I can be
reached at 301-572-0239, or through ORC Macro’s toll free number, 877-392-9776. If you have
questions about our authorization to collect this data, please contact Yves Djoko, the Government
Technical Representative for the study, at 202-708-0426 ext. 5851.
Sincerely,
Sophia Zanakos, Ph.D.
Deputy Project Director
2006 Quality Control for Rental
Assistance Subsidies Study
PHA/Project Staff Questionnaire
July 24, 2006
Attn: Laura Webb
11795 Beltsville Drive
Calverton, MD 20705
Throughout this survey, we use the following terms:
•
“PHA/project” refers to EITHER:
•
The PHA that administers either the Public Housing or Section 8 Voucher Program,
OR
A project administered by a private management company or PHA.
“(re)certification” refers to BOTH move-in certifications AND annual recertifications.
PLEASE CIRCLE YOUR RESPONSE OR FILL IN THE BLANK WITH YOUR ANSWER.
I.
NUMBER AND TYPES OF STAFF
1.
As of today, how many staff does your PHA/project
employ, including full-time and part-time?
staff
THE FOLLOWING QUESTIONS ARE ABOUT THE STAFF WHO CONDUCT (RE)CERTIFICATION TASKS
SUCH AS:
●
interviewing the tenant or gathering information from the tenant
●
calculating the rent
●
tracking verification
●
supervising staff who perform these tasks
DO NOT INCLUDE STAFF WHOSE PRIMARY ROLE IS INSPECTING UNITS, FILING, SERVING AS
RECEPTIONIST, SCHEDULING APPOINTMENTS, SORTING MAIL OR OTHER TASKS NOT RELATED
TO THE (RE)CERTIFICATION PROCESS.
2.
As of today, how many staff do you have that work on
(re)certification or verification tasks?
staff
3.
As of today, how many units do these staff support?
units
4.
Do these staff work mostly on (re) certification, or do they do a variety of tasks?
Check one:
|
|
Mostly work on (re) certifications
Work on a variety of tasks
Depends on the person
|
1
5.
6.
Do (re)certification staff have a caseload of specific tenants
which they handle on an ongoing basis?
| Yes
IF YES: ON AVERAGE, HOW MANY CASES ARE
ASSIGNED TO A STAFF MEMBER?
_______CASES
Do you have any minimum education requirements for new
employees who will be working with (re)certifications?
| Yes
| No
| No
IF YES: WHAT ARE THE REQUIREMENTS?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
7.
Do you have any other minimum requirements for
employees who work with (re)certifications?
| Yes
| No
IF YES: WHAT ARE THE REQUIREMENTS?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
2
II.
TRAINING FOR NEW (RE)CERTIFICATION STAFF
The following questions ask about how your PHA/project trained new (re)certification staff in the
past 12 months. By new (re)certification staff, we mean both new hires and staff who were
(re)assigned to conduct (re)certifications.
1.
In the past 12 months, were any new staff assigned to conduct
(re)certifications?
| Yes
| No
IF YES, GO TO QUESTION 2.
IF NO, SKIP TO PAGE 4, SECTION III, TRAINING FOR
(RE)CERTIFICATION STAFF WITH SOME EXPERIENCE.
5.
In the past 12 months, on average about how many hours of
training did each new (re)certification staff receive?
______ hours
In the past 12 months, did all new (re)certification staff receive the
same training?
| Yes
| No
For new staff trainings conducted in the past 12 months, how often did your PHA/project
use the following training activities?
a.
b.
c.
d.
e.
f.
Al
wa
ys
4.
______ staff
Oc
ca
sio
na
lly
Us
ua
lly
3.
How many new staff were assigned to conduct (re)certifications in
the past 12 months?
Ne
ve
r
2.
New staff read HUD/PHA/owner manual, watched videos, or asked
informal questions
New staff used tele-course or Internet/web-based training
O
O
O
O
O
O
O
O
Supervisor/senior staff held training sessions with new staff
explaining procedures
New staff worked one-on-one with experienced staff during the
conduct of (re)certifications
New staff attended training conducted by outside organization (e.g.,
HUD, NAHRO)
Other training activity (specify) _________________________
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
3
III.
TRAINING FOR (RE)CERTIFICATION STAFF WITH SOME EXPERIENCE
The following questions ask about training given to experienced (re)certification staff in the past
12 months. By experienced (re)certification staff we mean any staff, other than the new staff,
who were assigned to conduct (re)certifications.
1.
In the past 12 months, how many experienced (re)certification staff
received training to change or improve the way they conduct
(re)certifications?
_______staff
IF NONE, SKIP TO PAGE 5, SECTION IV.
2.
In the past 12 months, on average about how many hours of training did
experienced (re)certification staff receive?
3.
In the past 12 months, did all experienced (re)certification
staff receive the same training?
| Yes
a.
b.
c.
d.
e.
f.
5.
| No
Experienced staff read HUD/PHA/owner manual, watched videos, or
asked informal questions
Experienced staff used tele-course or internet/web-based training
Supervisor/senior staff held training sessions with experienced staff
explaining procedures
Experienced staff worked one-on-one with other experienced staff to
conduct (re)certifications
Experienced staff attended training conducted by outside organization
(e.g., HUD, NAHRO)
Other training activity (specify) _________________________
Al
wa
ys
Oc
ca
sio
na
lly
Us
ua
lly
For experienced staff trainings conducted in the past 12 months, how
often did your PHA/project use the following training activities?
Ne
ve
r
4.
_______hours
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
In the past 12 months, what topics were covered in experienced staff meetings?
a. HUD policies and rules for conducting (re)certifications
Check all that apply:
O
b. Tools available in the PHA/project (e.g., software, forms)
to help in conducting (re)certifications
O
c. How to conduct interviews
O
d. Changes in HUD or PHA/project policies or procedures related to (re)certifications
O
e. Other topic (specify)
O
4
IV.
COMMUNICATING HUD INFORMATION
These questions ask about how your PHA/project communicates changes in HUD and/or
internal PHA/Owner policies, rules, and procedures for conducting (re)certifications to staff.
1.
In the past 12 months, what methods did you use to communicate changes
in HUD policies affecting eligibility or rent calculations to your staff?
IF YOU ARE THE ONLY STAFF MEMBER, CHECK HERE Æ
AND SKIP TO QUESTION 2.
Check all that apply:
O
a. Formal training session
b. Detailed staff memo describing the changes and providing instructions
for implementation
O
c.
O
Brief staff memo describing the change in regulation without instructions
for implementation
d. One-on-one discussions between supervisors/managers and staff
O
e. Copies of HUD announcement distributed to staff
O
f.
O
Word of mouth between workers
O
g. Staff meetings
O
h. Newsletters
i.
2.
O
Other method: (specify)
O
In the past 12 months, when you had questions about HUD policies—what they meant or
how they should be implemented—how did you get answers to your questions?
Check all that apply:
O
a. Asked HUD field office or other HUD staff
b. Held meetings or talks with other PHAs/owners (e.g., round tables, regional
meetings)
O
c.
O
Used contractors/consulting services
d. Asked questions at a HUD training session
O
e. Used internet/web-based information/training
O
f.
O
Referred to HUD/PHA/owner manual
g. Watched training videos
O
h. Figured the answer out for yourselves
O
i.
O
Other method (specify)
5
V.
QUALITY CONTROL
The next questions are about how your PHA/project reviewed work done by (re)certification staff
in the past 12 months.
In the past 12 months, how often was (re)certification work monitored by the following?
ys
Al
wa
Us
ua
lly
sio
n
a.
Team leader or supervisor
O
O
O
O
b.
Co-worker
O
O
O
O
c.
Staff auditor
O
O
O
O
d.
Contracts administrator
O
O
O
O
e.
Outside auditor
O
O
O
O
f.
HUD or HUD contractor
O
O
O
O
g.
Someone else (specify) ______________________________
O
O
O
O
Al
wa
ys
Oc
ca
sio
na
lly
Us
ua
lly
In the past 12 months, how often did reviewers use the following techniques to monitor
(re)certifications?
Ne
ve
r
2.
Oc
ca
Ne
ve
r
all
y
1.
a.
Sitting in on the interview with the client
O
O
O
O
b.
Reviewing files while in process
O
O
O
O
c.
Reviewing files after completion
O
O
O
O
d.
Discussing (re)certification with staff while in process
O
O
O
O
e.
Discussing (re)certification with staff after completion
O
O
O
O
f.
Using pre-designed form to check key steps
O
O
O
O
g.
Making individualized notes for each case reviewed
O
O
O
O
h.
Re-interviewing the household
O
O
O
O
i.
Using computer program
O
O
O
O
j.
Other method: (specify) ________________________
O
O
O
O
6
In the past 12 months, what methods did you use to select cases for review?
a. Randomly spot checked a percent of all cases
b. Checked cases on certain dates or times of year
O
c.
O
Checked certain cases completed within a given period
d. (Re)certifications conducted by new staff
O
e. Files with certain characteristics or anomalies
O
f.
O
(Re)certifications made by staff who had past performance problems
g. Review all cases
O
h. Other method (specify)
O
In the past 12 months, how often were the following kinds of errors found?
Of
ten
4.
Check all that apply:
O
Oc
ca
sio
na
lly
Ne
ve
r
3.
a. Mistakes in calculating rent
O
O
O
b. Missing or incomplete verification of income
O
O
O
c. missing or incomplete verification of expenses
O
O
O
d. Overdue recertifications
O
O
O
e. Determination that applicants are eligible when in fact they are not.
O
O
O
f. Other (specify___________________________________)
O
O
O
7
So
me
No
ne
In the past 12 months, how much of a problem were the following reasons for errors in
eligibility determinations and rent calculations?
Se
rio
us
5.
a. Not having enough staff to handle the workload
O
O
O
b. The complexity of HUD regulations concerning rent computations
O
O
O
c. The complexity of determining eligibility for assistance
O
O
O
d. Tenants providing inaccurate or incomplete information
O
O
O
e. Frequent change in HUD regulations concerning eligibility for assistance
O
O
O
f. Other (specify___________________________________)
O
O
O
8
VI.
CONDUCTING TENANT INTERVIEWS
These next questions ask about how your PHA/project conducts tenant interviews to gather
information from the tenant during the (re)certification process.
1.
2.
3.
In the past 12 months, how many minutes did a typical initial
certification interview take?
In the past 12 months, how many minutes did a typical annual
recertification interview take?
What proportion of your tenants speak a language other than
English as their primary language?
_______minutes
_______minutes
_______percent
IF NONE, SKIP TO QUESTON 5.
4.
How do project staff communicate with these tenants during (re)
certification interviews?
Check all that apply:
|
a. Bilingual staff are available
5.
b. Tenants bring their own translator
|
c. Other (specify)
|
Do you have a standardized interview guide you use when you conduct (re)certification
interviews?
Yes
Check one:
|
No
|
We don’t’ conduct an interview as part of the (re)certification process
|
9
In the past 12 months, how difficult was it for tenants to answer questions about the
following?
Ve
ry
Di
ffic
ult
So
me
wh
at
Di
No
ffic
ta
ult
ta
ll D
iffi
cu
lt
6.
a. Earned income
O
O
O
b. Sporadic or intermittent income
O
O
O
c. Income received from absent family members
O
O
O
d. Income from self-employment
O
O
O
e. Other income (e. g., Social Security, retirement, TANF)
O
O
O
f.
O
O
O
g. Training program participation
O
O
O
h. Household composition
O
O
O
i.
Child care expenses
O
O
O
j.
Medical expenses
O
O
O
k. Assets
O
O
O
l.
O
O
O
Child support
Other questions (specify) ________________________________
10
VII. AUTOMATION
These next questions ask about how your PHA/project used computers and computer software
in the past 12 months.
1.
In the past 12 months, did your PHA/project use computer software to do any of the
following?
Check all that apply:
O
a. Interview tenants and record answers
2.
b. Keep track of pending verifications
O
c.
O
Input verified information
d. Calculate rent, income, or allowances
O
e. Print the 50058/50059 form
O
f.
O
Conduct accounting tasks
g. Track maintenance activities
O
h. Print letters to the tenants
O
i.
Assign recertification dates/appointments
O
j.
Print checks
O
k.
Submit tenant information to HUD
O
l.
Conduct rent reasonableness comparisons
O
m. Record tenant age, ethnicity, family size, or other demographics
O
n. Keep other types of statistics (specify)
O
In the past 12 months, what percent of your PHA/project’s 50058/50059
data were transferred to HUD via PIC/TRACS?
percent
IF YOU DIDN’T TRANSMIT ANY DATA VIA PIC/TRACS, SKIP TO
PAGE 12 SECTION VIII.
3.
In the past 12 months, what method did you use to transmit 50058/50059 data to HUD?
Check all that apply:
O
a. Directly
b. Through another agency
O
c.
O
Other method (specify)
11
VIII. VERIFICATION PROCEDURES
These next questions ask about your procedures for verifying tenant information.
1.
In the past 12 months, how did your PHA/project staff keep track of when verification
information was received?
Check all that apply:
O
a. Kept files with outstanding verification in separate location
2.
b. Marked on calendar
O
c. Marked on a paper list/tickler file
O
d. Kept record in tenant file
O
e. Tracked by computer
O
f.
O
Other method (specify)
In the past 12 months, who kept track of verification requests and returns?
Check all that apply:
O
a. Project (re)certification staff
b. Supervisor or manager
O
c.
O
Clerical staff
d. Other staff (specify)
3.
O
In the past 12 months, how often did you use the Tenant Assessment Sub
System (TASS) or Enterprise Income Verification (EIV) System to verify the
following?
4.
Al
wa
ys
No
tA
pp
lic
ab
le
Oc
ca
sio
na
lly
Us
ua
lly
O
Ne
ve
r
IF YOU NEVER USE TASS OR EIV, CHECK HERE
SKIP TO QUESTION 5.
Employment Income
O
O
O
O
O
Social Security/SSI Benefits
O
O
O
O
O
Unemployment Benefits
O
O
O
O
O
Black Lung Benefits
O
O
O
O
O
Disability Status
O
O
O
O
O
Dual Entitlement Benefits
O
O
O
O
O
In what month and year did you begin using TASS or EIV?
12
/
Month Year
ys
Al
wa
lly
Us
ua
sio
n
Oc
ca
ve
r
all
y
In the past 12 months, how often did you verify the following?
Ne
5.
a.
Age of household members
O
O
O
O
b.
Social Security numbers
O
O
O
O
c.
Income from employment
O
O
O
O
d.
Sporadic/infrequent/seasonal employment
O
O
O
O
e.
TANF/Welfare benefits
O
O
O
O
f.
Social Security benefits
O
O
O
O
g.
Child support payments
O
O
O
O
h.
Other sources of income
O
O
O
O
i.
Value of assets
O
O
O
O
j.
Medical expenses
O
O
O
O
k.
Child care expenses
O
O
O
O
l.
Disability expenses
O
O
O
O
m.
Citizenship
O
O
O
O
n.
Disability status
O
O
O
O
o.
Full time student status
O
O
O
O
p.
Other information (specify) ___________________________
O
O
O
O
13
In the past 12 months, how difficult was it to verify the following?
Ve
ry
Di
ffic
ult
So
me
wh
at
Di
No
ffic
ta
ult
ta
ll D
iffi
cu
lt
6.
a. Age of household members
O
O
O
b. Social Security numbers
O
O
O
c. Income from employment
O
O
O
d. Sporadic/infrequent/seasonal employment
O
O
O
e. TANF/Welfare benefits
O
O
O
f. Social Security benefits
O
O
O
g. Child support payments
O
O
O
h. Other sources of income
O
O
O
i. Value of assets
O
O
O
j. Medical expenses
O
O
O
k. Child care expenses
O
O
O
l. Disability expenses
O
O
O
m. Citizenship
O
O
O
n. Disability status
O
O
O
o. Full time student status
O
O
O
p. Other Information (specify) _________________________
O
O
O
14
So
me
No
ne
In the past 12 months, when you had problems in obtaining complete verifications, how much
of a problem were the following issues?
Se
rio
us
7.
a. Tenants providing incomplete or inaccurate information
O
O
O
b. Employers not responding to verification requests in a timely manner
O
O
O
c. Employers not providing all the requested information
O
O
O
d. Other agencies (e.g., Social Security Administration; TANF agency)
not responding to requests in a timely manner
e. Staff not following up on requests for verifications that have not been
answered
f. Not having enough staff to complete all of the verification procedures for
all of the item that should be verified.
g. Other (specify___________________________________)
O
O
O
O
O
O
O
O
O
O
O
O
In the past 12 months, how cooperative were the following people in obtaining verification
information?
Us
ua
lly
Co
op
So
era
me
tiv
tim
e
es
Co
Us
ua
op
lly
era
no
tiv
tC
e
oo
pe
rat
ive
8.
a.
Tenants
O
O
O
b.
Employers
O
O
O
c.
Financial institutions (e.g. , banks, investment firms)
O
O
O
d.
O
O
O
e.
Social services (e.g. , Social Security, TANF, Food Stamps,
Child Support Enforcement)
Health care providers (e.g. , doctors, pharmacies)
O
O
O
f.
Education institutions
O
O
O
g.
Insurance companies (e.g., health insurance)
O
O
O
h.
Other (specify) _____________________________________
O
O
O
15
9.
In the past 12 months, what procedures did you follow when verification was not provided
as requested?
Check all that apply:
O
a. Sent follow-up letter to third party
b. Called third party
O
c.
O
Sent follow-up letter to tenant
d. Called tenant
O
e. Accepted other/less preferred verification
O
f.
O
Electronic verification or data matching (e.g., EIV)
h. Other (specify)
O
16
IX.
CONCLUSION
In the spaces below, please enter the name, title, telephone number, and email address of the
person who completed this questionnaire.
NAME:
TITLE:
TELEPHONE
NUMBER:
E-MAIL ADDRESS:
Please use the enclosed envelope to return the survey to ORC Macro.
Our toll free fax number is 1-800-823-0127.
THANK YOU FOR COMPLETING THE SURVEY
17
| File Type | application/pdf |
| File Modified | 2007-01-10 |
| File Created | 2006-08-25 |