NeighborWorks® Western Pennsylvania New Client Triage Manual
Table of Contents 1 |
Introduction and Purpose
2 |
New Client Flow Chart
3 |
Post-‐Orientation and Set Goals Workshop Protocol
4 |
New Client Triage Protocol
6 |
Triage Review Form
8 |
Self-‐Evaluation Form
P a g e | 1
Introduction This manual provides information relating to the triage system to be used in conjunction with new clients who have attended the Orientation and Set Goals workshop, and who are interested in receiving counseling services and attending additional workshops including both the financial education series and the Homebuyer Education workshop. This manual includes a visual representation of the client flow model for NeighborWorks Western Pennsylvania (NWWPA), protocols for programmatic staff, detailed procedural instructions for conducting client triage, and copies of the New Client Self-‐Evaluation Form and the Triage Review Form. For information regarding protocol for the financial education series, education filing, and counselor filing, please refer to the following documents: • NeighborWorks Western PA 4-‐Part Financial Education Series Education Protocol • NeighborWorks Western PA Education Filing Protocol • NeighborWorks Western PA Counseling Filing Protocol
Purpose The triage process of clients is an industry-‐wide best practice. Generally, it is used to assess client needs and aid in determining the best delivery of programs and services. The purpose of this triage system is to obtain client information and details conducive to understanding the financial situation of a client prior to meeting with counseling staff and to enable programmatic staff to: 1. Determine the length of time it should take a client to achieve goals while receiving NeighborWorks Western Pennsylvania programs and services 2. Provide a record of a client’s financial situation at the start of receiving services to serve as an indicator for a client’s goal-‐achievement progress 3. Provide counselors with the opportunity to become acquainted with a new client’s financial background prior to the first appointment
P a g e | 2
NWWPA Client Flow Model
Prospective Client
Client Orientation Workshop
Registration
Triage Process
Intake form, Self-‐Evaluation Form, Credit Report, Triage Review Form
• In Pipeline: 3 – 6 months • Credit Scores from 620 -‐ 850 • Have savings of $4,000 o r promise of$4,000 • Working with a realtor • Steady employment (2 yrs) • Fair spending habits • Home purchase ready • Pre-‐approved for home loans
Long – Term Clients
Mid – Term Clients
Short – Term Clients • • • • • • •
In Pipeline: 6 – 12 months Credit score from 550 -‐ 620 Fair to reparable credit Steady employment (~2 yrs) No savings to some savings Have some credit issue Need budgeting h elp
HBE
• • • • • • •
• •
In Pipeline: 12 + months Credit scores from 350 – 550 Need credit repair Need savings p lan Need budgeting h elp Need employment referrals Have collections Have charged-‐off accounts Identify as n eeding financial h elp
4 – Part Workshop Series: PHFA FFP
Home Purchased or Goals Met
Counseling Appointments
Post – Purchase Follow-‐Up
Post – Purchase Program
P a g e | 3
Post-Orientation and Set Goals Workshop Protocol Introduction After attending an orientation workshop, the education filing protocol must be followed. All data from intake forms must be entered into the appropriate databases, and the physical education file placed in the filing room. Following the workshop and filing process, a triage session will be conducted.
Procedures The following three sections dictate the procedures for each level of programmatic staff involved in handling the intake of new clients who have attended the Orientation and Set Goals workshop.
Education Staff The facilitator of the Orientation and Set Goals workshop will have collected all intake forms and self-evaluation forms, and will have entered corresponding data into Counselor Max. Following data entry, the facilitator will add and add the following to the “Pending Assignment” folder found in the HomeOwnership Center (HOC) filing room below the education filing drawer: 1. Photocopies of clients’ intake forms 2. Each client’s self-evaluation form Following the previous step, a copy of the sign-in sheet will be given to the Front Desk.
Front Desk After receiving a copy of a sign-in sheet from the Orientation and Set Goals workshop, the Front Desk will contact those clients who have specified a desire to meet with a counselor to arrange an appointment. For each new financial education client who receives an appointment, the Front Desk will confirm that the client has signed a credit authorization page (found in the intake form) and then use Counselor Max to download and print each client’s credit report. The credit report will then be placed with that client’s intake form and self-evaluation form in the “Pending Assignment” folder. Finally, the Front Desk will notify the client’s assigned counselor so that they may obtain the files from the “Pending Assignment” file and perform triage for that client prior to the arranged appointment.
Counseling Staff Counselors will refer to page 4 of this manual, “New Client Triage Protocol.”
P a g e | 4
New Client Triage Protocol Introduction This manual provides the protocol for processing clients and determining the triage category for each new client who has attended the NeighborWorks Western Pennsylvania (NWWPA) Orientation and Set Goals workshop. The triage system will provide NWWPA with a way to identify the length of time an incoming client should receive services from the organization and provide a means for determining priorities given to clients in achieving individual goals set during the first counseling appointment. It also provides counselors with an introduction to a new client prior to the first counseling session.
Required Materials To perform client triage, each client must have filled out the Financial Self-Evaluation form during the Orientation and Set Goals workshop, collected by the workshop facilitator and filed along with the client’s completed intake form containing a signed credit authorization page. Items necessary for Triage: -‐ -‐ -‐ -‐ -‐
Clients’ Completed Self-Evaluation Form Clients’ Completed Intake Form Credit Report Blank Triage Review Form Client Triage Assignment Record
Triage Review Triage assignments will be given to new clients who have attended an NWWPA Orientation and Set Goals workshop, and who have scheduled an appointment to meet with a counselor. A counselor will receive a list from the Front Desk of those clients who have attended the workshop and scheduled an appointment. Counselors will perform the triage process individually at a self-appointed time prior to each client’s scheduled appointment. After receiving assigned clients, counselors will retrieve each new client’s intake form and selfevaluation form from the “Pending Assignment” folder found in the HomeOwnership Center (HOC) filing room. Upon confirming that the client has signed the credit authorization page in the intake form, counselors will print the client’s credit report and add it to each client’s counseling folder to be kept in the counseling filing drawer in the HOC filing room when not in use. The following outline provides steps for triaging each client:
Client Triage Assignment Procedure 1. Obtain assigned clients for each week from the Front Desk 2. Retrieve assigned clients’ intake forms, self-evaluation forms, and credit reports from the “Pending Assignment” file in the HOC filing room 3. Using a Triage Review Form, conduct triage for each client 4. Once a client has been given a triage assignment, enter the assignment and relevant data into the Client Triage Assignment spreadsheet
P a g e | 5 5. Place each client’s intake form, self-evaluation form, credit report, and completed Triage Review Form in the client’s counseling file folder to be kept in the HOC filing room when not in use
Using the Triage Review Form The design of the Triage Review Form’s layout follows the flow of the Self-Evaluation Form. It also incorporates information from the Intake Form. This system requires a counselor or staff member to review a client’s credit report to validate the answers provided on a self-evaluation and intake form, which will then allow the counselor or staff member to determine the level of help a new client may need while receiving NWWPA services. The Triage Review form contains some instruction on where to look for certain pieces of information. The purpose of the form is to provide a structure for which a counselor or NWWPA staff member can make action plan decisions regarding a new client’s financial situation and potential goals prior to meeting with the client.
Assigning Triage Categories to Clients Clients will be triaged according to the information shown on their Self-Evaluation Form, Intake Form, and Credit Report. The following table lists the common characteristics of a client in each of the three triage categories:
Category • • • • • Traits
• • •
NWWPA New Client Triage Categories and Traits Short-Term Mid-Term Long-Term (3-6 months) (6-12 months) (12+ months) Credit Scores: 620 – • Credit score: 550 – 620 • Credit scores: 350 – 550 850 • Fair to reparable credit • Need for substantial Have Savings • Steady employment (~2 credit repair Working with realtor years) • Need for savings plan Steady employment (>2 • No savings to some • Need help with years) savings spending plan Appropriate spending • May have issues in • May need employment Habits credit report that need to referrals Home purchase readybe resolved • May have collections Pre-approved for home • May have charged-off loans accounts Promise of savings for • Other loans/difficulty home purchase of at paying loans least $4000 (i.e. • Identify as needing monetary gifts from financial help family)
Recording Client Triage Assignments Client triage assignments will be recorded and kept as a means for measuring client success rates, in improving client flow, and improving counselor pipeline maintenance. Triage assignments will be recorded using the Client Triage Assignment Record (an Excel spreadsheet file), which will be filed digitally in the online cloud-based storage system, Dropbox. Unless printing or archiving a version of the file, there is no need to download the file to a desktop in order to edit it or save it. When working with the “Client Triage Assignment Record,” staff members will enter data or make changes within the web browser so that the file will save to the Dropbox account. Accessing Dropbox A user can access the Dropbox storage system from any location with any computer provided that they have the correct 1. To access the Dropbox account, open a browser and type www.Dropbox.com into the address bar. 2. When the home screen for the Dropbox website loads, find the sign-in section on the right-hand side of the browser window. 3. Enter the sign-in credentials, provided to you by a supervisor, and click Sign in. 4. Once signed in, the Dropbox navigation page will appear.
Using Dropbox On the left-hand side of the browser window, a list of items is visible. To access desired files, click Files. After selecting the Files option, a list of folders will become available. The label of each folder relates to a different area of a NeighborWorks Western PA program or department. For instance, the folder titled “NWWPA Education” will contain all materials and manuals relating to the education department. To open a file in the browser window to edit or make changes: 1. Find the current fiscal year’s “Client Triage Assignment” file listed in the “Counseling” folder 2. Click on the file 3. Once the file opens in a new page as a preview a. Click Open in the top right-hand corner of the browser window i. The file will open in Microsoft Office Online within a new browser window b. From this window, make edits or changes to the file as needed just as one would do in the desktop version of Microsoft Office
i. There is no need to save the file. Microsoft Office Online will automatically save changes made to the file directly to the file location in the Dropbox account To download the file (to print or archive): 1. Find the “Client Triage Assignment Record” file listed in the “Counseling” folder 2. Click on the file 3. Once the file opens in another page as a preview: a. In the top right-hand corner of the browser window, click on the button with three dots b. A menu of options will appear c. Click Download to begin downloading the file
Entering Triage Assignment Data Once the “Client Triage Assignment Record” has been opened in the web-browser, proceed to enter a client’s data in the corresponding data fields. When finished, the file will save automatically and the browser window may be closed.
Client Name: _______________________ CounselorMax ID: _______________________ Reviewer Name: _______________________
Client Orientation Self-‐‑Evaluation Review and Triage Form This form is to be used in reviewing responses on the Client Self-‐‑Evaluation Worksheet in conjunction with the client’s credit report. 1. Client reasons for seeking services with NWWPA: 2. Client’s self-‐‑described goals: 3. Client’s self-‐‑described challenges:
Based on the number of “Yes,” “No,” and “Somewhat” responses on the self-‐‑evaluation worksheet, indicate which triage category a client best relates to for each corresponding section. Budgeting Banking Savings Credit Home Purchase History
( Short – Mid – Long )
Client Financial Detail Summary
Refer the Home Purchase History section.
Annual Household net income: $ ___________________
1. 2. Does the client have savings? ( Y / N ) 3. How much? $ ________________________ 4. 5. Where? _________________________________________________
Does the client own a Home? ( Y / N ) Is client home-‐‑purchase ready? ( Y / N ) Is client pre-‐‑approved? ( Y / N ) Is the client interested in HBE? ( Y / N ) Is client working with a realtor? ( Y / N ) a. Who? Agency/brokerage?
For this section, refer to Credit Report, Intake Form, and Self-‐‑Evaluation Form Income Source Summary: Full-‐‑Time Employee Part-‐‑Time Employee Self-‐‑Employed Child Support Spouse/Parent Employ Other ____________________ Client Credit Scores: Experian: _________ TransUnion: _________ Equifax: _________
Assets: Gift Letter Tax Refund Other ____________________ Other ____________________ Other ____________________ Other ____________________
Client’s Obstacles:
Documentation Money Management Credit Issues Mortgage Qualifying
Debt repayment Repurchase related ____________________ Savings Other ____________________
Bearing in mind all information presented so far, assign a Triage Category (place a check in the corresponding box): 1) Short – Term (1 – 6 months) 2) Mid – Term (6 – 12 months) 3) Long – Term (12 + months)
Comments or concerns regarding client’s triage placement:
NWWPA Orientation Self-‐‑Evaluation Worksheet This worksheet helps NeighborWorks Western PA get to know you. The questions relate to topics you’ll discuss with a counselor. All information is kept confidential. Please complete all sections. Ask any questions. 1. Please describe what brings you here today, and describe your financial goals. 2. Please, define what “financial security” means to you. Please, also rank how secure you feel on a scale of 1 (not secure) to 5 (very secure). Please indicate your response by placing an X or checkmark in the corresponding box. Budgeting 1. I’ve used a budget/spending plan in the past 3 months. 2. I use tools to manage my budget. 3. My family is aware of the monthly budget. (If applicable.) 4. I provide allowances for family members. (If applicable.) 5. I will make a large purchase other than a home in the near future. 6. I made a large purchase in the past six months. 7. I obtain cash with a credit card in non-‐‑emergency situations. 8. I usually have a budget surplus each month. 9. I usually have a budget deficit each month. 10. I receive a steady income. Banking 1. I have a checking account. 2. I have a savings account. 3. I use pre-‐‑paid debit cards from a bank/credit union. 4. I make regular deposits to my savings account(s). 5. I have money in my savings account(s). 6. I save money only when I have a surplus. 7. I set goals for my savings. 8. I have money saved for a home purchase/financial goal. 9. When I have savings, I resist using it until I need to.
Yes
No
Somewhat
Not Sure
11 Please indicate whether or not you have set aside money for savings in the following places during the past 6 months by answering “yes” or “no” for each one. Savings Yes No 1. In a savings account with my bank. 2. Through an automatic transfer or deposit to an account for a future use. 3. Somewhere at home. 4. A certificate of deposit (CD) at a bank or credit union. 5. Savings bonds. 6. Individual Development Account (IDA), where the money is deposited for homeownership or education is matched with additional funds. 7. In retirement accounts. 8. Stocks. 9. Mutual funds. 10. Lending circle, where individuals contribute their funds to make loans to those who need it. 11. With another individual. 12. Someplace else: specify below.
11a. Please specify "Someplace else":+
What is your household’s annual net income? $___________________ If you have savings, please provide an estimate for how much you have saved: $ _______________________ Credit 1. I’ve seen my credit report in the past three months. 2. I pay my credit card balances off each month, or make regular payments. 3. I don’t take unsolicited loan offers. I only take loans when I need them. 4. I do not have unpaid loans. 5. I make regular payments towards any loans I currently have. 6. I have not received loan collection letters or calls recently. 7. I make car payments. 8. I do not have student loan debt. Home Purchase History 1. I own a home. 2. I am ready to purchase a home. 3. I am currently working with a realtor. 4. I am pre-‐‑approved for a home loan. 5. I am interested in homebuyer education. 3a. Please, state your realtor’s name and realty agency:
Yes No Somewhat Unsure
Yes
No
Unsure
4a. Please, state your loan officer’s name and financial institution:
12 Please indicate the ways in which you have obtained cash by checking the box next to each method that you have used: o I obtained cash using a debit card o I obtained cash from a payday loan in anticipation of an upcoming paycheck o I used a check-‐‑cashing store where I paid a fee to get cash in exchange for a check o I sold something to a pawn shop o I obtained a loan that required me to transfer the title of my automobile o I obtained a tax return on the same day I filed my income tax return o I over-‐‑withheld income taxes throughout the year so that I would get a big refund when I filed my tax return Below is a list of ways in which people sometimes pay for things they purchase Please indicate if you have used the following methods in the past 5 months by selecting “Yes” or “No.” Yes No 1. Rented something from a rent-‐‑to-‐‑own store 2. Purchased a money order 3. Used a layaway plan at a retail store
13
NWWPA HCO Data Entry and PHFA Billing Procedures for Reimbursement Manual
Table of Contents Introduction Education Building Your Financial House (BYFH) Pre-‐‑Purchase Group Session (Homebuyer Education) Anti-‐‑Predatory Lending and Foreclosure Prevention Fair Housing / Fair Lending Workshop Counseling and Coaching Pre-‐‑Purchase Coaching—One-‐‑on-‐‑One Session (BYFH Coaching) One-‐‑on-‐‑One Pre-‐‑Purchase Counseling Credit and Budget Face-‐‑to-‐‑Face Counselling Default and Delinquency Face-‐‑to-‐‑Face Counselling Mediation and Diversion Activities
Introduction This manual outlines the procedures for two processes. One being data entry into the Home Counselor Online (HCO) data management system, which allows for the tracking of funds from the Pennsylvania Housing Finance Agency (PHFA) across multiple services and programs offered at NeighborWorks Western Pennsylvania (NWWPA). The second being billing procedures to PHFA for services and programs provided to clients by NWWPA. For descriptive information regarding the following services and programs, please refer to the NWWPA PHFA Service and Program Description Manual, where you will find information on eligible activities, presentation formats, and required documentation.
Education
Building Your Financial House (BYFH) HCO Data Entry 1. In HCO, click on the ‘Education’ tab 2. From the dropdown menu, select ‘Class Calendar’ 3. In the ‘Class Calendar,’ select the desired class 4. In the ‘Class Details’ section below the calendar: a. Select the workshop with the number of attendees in parentheses i. 1-‐‑2: BYFH (1-‐‑2) ii. 3-‐‑4: BYFH (3-‐‑4) iii. 5-‐‑6: BYFH (5-‐‑6) iv. 7-‐‑8: BYFH (7-‐‑8) b. Select the grant i. Pennsylvania FHA: CHCI Funding (pick current fiscal year) c. Select the initiative i. Financial Fitness Program PHFA Billing Procedure 1. Submission a. Bill monthly using BYFH Workshop invoice b. Send bill to chcibilling@phfa.org by the 5th of each month 2. Billing a. Per Household b. 8 1.5-‐‑Hour session i. 1-‐‑2: $150 ii. 3-‐‑4: $200 iii. 5-‐‑6: $225 iv. 7 or more: $250 c. 4 3-‐‑Hour Sessions
i. ii. iii. iv.
1-‐‑2: $300 3-‐‑4: $400 5-‐‑6: $450 7 or more: $500
Pre-‐‑Purchase Group Session (Homebuyer Education) HCO Data Entry 1. HCO, click on the ‘Education’ tab 2. From the dropdown menu, select ‘Class Calendar’ 3. In the ‘Class Calendar,’ select the desired class 4. In the ‘Class Details’ section below the calendar: a. Select the workshop i. PHFA Homebuyer Educational Seminar b. Select the grant i. Pennsylvania FHA: CHCI Funding (Select current fiscal year) c. Select the initiative i. Comprehensive Housing Counselling Initiative PHFA Billing Procedure 1. Submission a. Bill monthly using CHCI Workshop Invoice b. Send bill to chcibilling@phfa.org by the 5th of every month 2. Billing a. Per household b. $500 upon completion of workshop c. Must have 7 attendees d. Show all attendees on the sign-‐in sheet
Anti-‐‑Predatory Lending and Foreclosure Prevention HCO Data Entry 1. In HCO, click on the ‘Education’ tab 2. From the dropdown menu, select ‘Class Calendar’ 3. In the ‘Class Calendar,’ select the desired class 4. In the ‘Class Details’ section below the calendar: a. Select the workshop i. Anti-‐‑Predatory Lending Foreclosure Prevention b. Select the grant i. Pennsylvania FHA: CHCI (select current fiscal year) c. Select the initiative i. Anti-‐‑Predatory Lending
PHFA Billing Procedure 1. Submission a. Bill monthly using CHCI Workshop Invoice b. Send bill to chcibilling@phfa.org by the 5th of each month 2. Billing a. Per household b. $250 per workshop c. Must have at least 7 attendees
Fair Housing / Fair Lending Workshop HCO Data Entry 1. In HCO, click on the ‘Education’ tab 2. From the dropdown menu, select ‘Class Calendar’ 3. In the ‘Class Calendar,’ select the desired class 4. In the ‘Class Details’ section below the calendar: a. Select the workshop i. Fair Housing / Fair Lending b. Select the grant i. Pennsylvania FHA: CHCI Funding (select current fiscal year) c. Select the initiative i. Anti-‐Predatory Lending PHFA Billing Procedure 1. Submission a. Bill monthly using CHCI Workshop Invoice b. Send bill to chcibilling@phfa.org by the 5th of each month 2. Billing a. Per household b. $250 per workshop c. Must have at least 7 attendees d. Show attendees on the sign-‐in sheet
One-‐‑on-‐‑One Coaching and Counseling
Pre-‐‑Purchase One-‐‑on-‐‑One Sessions, Pre-‐‑Purchase Face-‐‑to-‐‑Face Counselling sessions, and Credit and Budget Counselling sessions can be conducted simultaneously so long as the session meets eligibility requirements for all three as found in the NWWPA PHFA Service and Program Description Manual. When entering data into HCO, be aware that the main difference lies in the initiative type entered—shown below in red.
Pre-‐‑Purchase Coaching—One-‐‑on-‐‑One Session (BYFH Coaching) Held in conjunction with the BYFH workshop modules, these sessions and can be conducted face-‐‑to-‐‑face or by telephone. HCO Data Entry 1. The following directions begin by selecting a client case and selecting “Summary” from the menu on the left-‐ hand side of the screen. From there: a. Select the Case Status i. Pre-‐Purchase Counselling b. Select Counselling Type i. Pre-‐Purchase One-‐on-‐One Counselling 2. The following directions begin by selecting a client case and selecting “Case Funding” from the menu on the left-‐hand side of the screen. From there: a. Select the Grant i. Pennsylvania FHA: CHCI Funding (select current fiscal year) b. Select the Initiative i. Financial Fitness Program Billing Procedure 1. Submission a. Bill monthly using the BYFH Coaching Invoice b. Send bill to chcibilling@phfa.org by the 5th of each month 2. Billing a. Per household b. $65 per hour, up to 4 hours c. Bill in 1 hour increments only
Pre-‐‑Purchase Face-‐‑to-‐‑Face Counselling HCO Data Entry 1. The following directions begin by selecting a client case and selecting “Summary” from the menu on the left-‐ hand side of the screen. From there: a. Select the Case Status i. Pre-‐Purchase Counselling b. Select the Counselling Type i. Pre-‐Purchase One-‐on-‐One Counselling 2. The following directions begin by selecting a client case and selecting “Case Funding” from the menu on the left-‐hand side of the screen. From there: a. Select the Grant i. Pennsylvania FHA: CHICI Funding (select the current fiscal year)
b. Select the Initiative i. Comprehensive Housing Counselling Initiative PHFA Billing Procedure 1. Submission a. Bill monthly using CHCI Invoice b. Send bill to chcibilling@phfa.org by the 5th of each month 2. Billing a. Per household b. $65 per 1 hour session, up to 4 hours c. Bill in 1 hour increments only
Credit and Budget Face-‐‑to-‐‑Face Counselling HCO Data Entry 1. The following directions begin by selecting a client case and selecting “Summary” from the menu on the left-‐ hand side of the screen. From there: a. Select the Case Status i. Credit and Budget b. Select the Counselling Type i. Credit and Debt 2. The following directions begin by selecting a client case and selecting “Case Funding” from the menu on the left-‐hand side of the screen. From there: a. Select the Grant i. Pennsylvania FHA: CHCI Funding (select current fiscal year) b. Select the Initiative i. Anti-‐Predatory Lending Initiative PHFA Billing Procedure 1. Submission a. Bill monthly using CHCI Invoice b. Send bill to chcibilling@phfa.org by the 5th of each month 2. Billing a. Per household b. $65 per hour up to 4 hours c. Bill in 1 hour increments only
Default and Delinquency Face-‐‑to-‐‑Face Counselling HCO Data Entry 1. The following directions begin by selecting a client case and selecting “Summary” from the menu on the left-‐ hand side of the screen. From there: a. Select the Case Status i. Default and Delinquency b. Select the Counselling Type i. Default and Delinquency
2. The following directions begin by selecting a client case and selecting “Case Funding” from the menu on the left-‐hand side of the screen. From there: a. Select the Grant i. Pennsylvania FHA: CHCI Funding (select current fiscal year) b. Select the Initiative i. Anti-‐Predatory Lending PHFA Billing Procedure 1. Submission a. Bill monthly using CHCI Invoice b. Send bill to chcibilling@phfa.org by the 5th of each month 2. Billing a. Per household b. $65 per hour up to 4 hours c. Bill in 1 hour increments only
Mediation and Diversion Activities HCO Data Entry 1. The following directions begin by selecting a client case and selecting “Summary” from the menu on the left-‐ hand side of the screen. From there: a. Select the Case Status i. Default and Delinquency b. Select the Counselling Type i. Default and Delinquency 2. The following directions begin by selecting a client case and selecting “Case Funding” from the menu on the left-‐hand side of the screen. From there: a. Select the Grant i. Pennsylvania FHA: Mediation and Diversion (select current fiscal year) b. Select the Initiative i. Mediation and Diversion Counselling Initiative PHFA Billing Procedure 1. Submission a. Bill monthly using the M & D Invoice b. Send bill to chcibilling@phfa.org by the 5th of each month 2. Billing a. Per household b. $65 per hour up to 4 hours c. Bill in 1 hour increments only
NWWPA PHFA Service and Program Description Manual
Table of Contents Introduction Education Building Your Financial House (BYFH) Pre-‐‑Purchase Group Session (Homebuyer Education) Anti-‐‑Predatory Lending and Foreclosure Prevention Fair Housing / Fair Lending Workshop Counseling and Coaching Pre-‐‑Purchase One-‐‑on-‐‑One Session (BYFH Coaching) One-‐‑on-‐‑One Pre-‐‑Purchase Counseling Credit and Budget Face-‐‑to-‐‑Face Counselling Default and Delinquency Face-‐‑to-‐‑Face Counselling Mediation and Diversion Activities
Introduction This manual provides a description of each PHFA service or program that NWWPA offers. Information relating to client eligibility, eligible activities within each service, presentation formats, and required documentation for each. For HCO data entry and billing information, refer to the NWWPA HCO Data Entry and PHFA Billing Procedures for Reimbursement Manual.
Education
Building Your Financial House (BYFH) This 8-‐‑module workshop series provides in-‐‑depth financial education to clients, and also utilizes the BYFH Pre-‐‑purchase coaching service. Client Eligibility
-‐ -‐
Clients who are 7 months or more from purchasing a home (Mid and Long-‐‑term) Clients must attend all 8 workshop modules to receive a certificate of achievement
Eligible Activities 8 BYFH Modules -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Topic 1: Invest in Yourself Topic 2: Maximize Earnings Topic 3: Spend Sensibly Topic 4: Check Taxes Topic 5: Make Money Work Topic 6: Protect Your Potential Topic 7: Borrow to Grow Topic 8: Summary and Celebration
Workshop Format It is not mandated, but BYFH is intended to be a monthly workshop series over the span of 8 months from September to May (the Taxes topic coincides with tax season).
-‐
1.5 hours per sessions o 8 1.5 hour sessions (1 topic each) o 4 3 hour sessions (2 topics each) o 2 6 hour sessions (4 topics each)
-‐ -‐
Topics must be presented in order No indication that clients must attend all 8 topics, except to receive the certificate of achievement
Required Documentation A separate file must be established for each workshop, but it is not necessary to have a separate file for each session (topic or group of topics). The following items must be included in each file: -‐ A sign-‐‑in sheet for each session that shows: o A separate sign-‐‑in sheet is required for each session o Date of Session o List of agency personnel attending o Printed participants names and signatures o Participants address, email address, and phone number -‐ A signed and dated 3-‐‑in-‐‑1 form for each participant -‐ A copy of the BYFH Workshop invoice for each session -‐ Session evaluation form from each participant o A copy must be sent to FinancialEd@phfa.org by the 5th of every month -‐ Copy of the BYFH Certificate of Achievement for each participant o Included only in the final session file only o Participants must complete all 8 modules to receive the certificate o A copy must be provided to the participant as well
Pre-‐‑Purchase Group Session (Homebuyer Education) This is what PHFA has outlined as relevant for their prescribed version of a homebuyer education workshop, not to be confused with the current homebuyer education program offered at NWWPA and billed to HUD. Client Eligibility -‐ Potential homebuyers Eligible Activities A PHFA participating lender must be available to answer questions during some portion of the workshop. Topics must include but are not limited to: -‐ Advantages and disadvantages of homeownership -‐ Budget planning and record keeping -‐ Mortgage Qualifying
-‐
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
o A copy of the HUD guides titled below must be given to at least each household participating in the workshop. § “Shopping for Your Loan: 33 Answers” § “Shopping for your Home: 33 Answers” Beginning the purchase process o A copy of the HUD forms titled below must be given to at least each household participating in the workshop. § “For Your Protection Get a Home Inspection” § “Ten Important Questions to Ask Your Home Inspector” Loan Application Process Closing and real-‐‑estate transactions Taking possession of your home Priorities of the new homeowner Financial emergencies Home repair and maintenance Improving budgeting and money management skills Lead paint concerns Predatory lending practices Comparison shopping for a home equity loan A copy of the RMIC manual must be given to at least each household participating in the workshop o Manual can be found on Counselor’s Corner under training materials
Format -‐ Total of 4 hours for all 14 topics -‐ Topics may be presented in multiple sessions -‐ Topics do not have to be presented in a particular order to more easily accommodate the participating PHFA lender -‐ Workshop is complete when all 14 topics have been presented -‐ If the topics are presented in multiple sessions, only the clients who complete all 14 can be counted towards the minimum of 7 required for reimbursement -‐ This workshop may be given in conjunction with the Fair Housing / Fair Lending workshop and the Anti-‐‑Predatory Lending and Foreclosure Prevention workshop Required Documentation A separate file must be established for each workshop but not for each session The following items must be included in each file: -‐ Sign-‐‑in sheet for each session that shows: o Date of session o List of agency personnel attending o Name(s) of PHFA ‘s participating lender attending o Printed participants’ name and signature o Each participant’s address, email address, and phone number
-‐ -‐ -‐ -‐ -‐
o A separate sign-‐‑in sheet is required for each session Signed and dated 3-‐‑in-‐‑1 form for each participant Participant self-‐‑assessment form (NOT the NWWPA orientation self-‐‑evaluation form) Sample of any advertisements or flyers Copy of the CHCI Workshop invoice for each session Copy of the Pre-‐‑Purchase Workshop certificate of completion for each eligible participant o Participant must complete all 14 topics to receive certificate o Copy must be given to the participant
Anti-‐‑Predatory Lending and Foreclosure Prevention Client Eligibility -‐ Potential homebuyers and homebuyers Eligible Activities Topics for Anti-‐‑Predatory Lending portion must include: -‐ What is predatory lending? -‐ General characteristics of predatory lending -‐ Predatory lending practices -‐ General characteristics of victims -‐ General principles For foreclosure Prevention Portion, must include -‐ What happens if I do not make a mortgage payment? -‐ What should you do? -‐ Alternatives to foreclosure -‐ Should I be aware of anything else? -‐ What are the important points to remember? A copy of the book listed below must be given to at least each household participating: -‐ “Anti-‐‑Predatory Lending and Foreclosure Prevention Workbook” Format -‐ 1.5 hour workshop -‐ This workshop may e given in conjunction with the Fair Housing / fair Lending workshop and/or the Pre-‐‑Purchase Education Workshop Required Documentation Items to be in the workshop file must include: -‐ A sign-‐‑in sheet that shows o Date of workshop o Printed participant name and signature o Participant address, email address, and phone number -‐ Signed and dated 3-‐‑in-‐‑1 form -‐ Copy of CHCI Workshop invoice
Fair Housing / Fair Lending Workshop Client Eligibility -‐ Potential homebuyers Eligible Activities Topics must include: -‐ The Fair Housing Act -‐ Additional Protections Under the Law -‐ Types of Discrimination -‐ Did You Know That…? -‐ Fair Lending Facts: What is a Mortgage? -‐ Fair Lending Facts: Types of Mortgages -‐ Dodd-‐‑Frank Wall Street Reform -‐ How to File a Discrimination Complaint -‐ A copy of the handouts listed below, given to at least each participating household: o “Don’t Be a Victim of Loan Fraud” o “Are You a Victim of Housing Discrimination” o “Fair Housing: Equal Opportunity for All” -‐ The following DVD must be shown: o “Fair Housing” o DVD may be ordered through PHFA Format -‐ 1.5 hours per workshop -‐ This workshop may be given in conjunction with the Anti-‐‑Predatory and Foreclosure Prevention workshop and/or the Pre-‐‑Purchase Education Workshop Required Documentation Items to be in the workshop file must include: -‐ A sign-‐‑in sheet that shows o Date of workshop o Printed participant name and signature o Participant address, email address, and phone number -‐ Signed and dated 3-‐‑in-‐‑1 form -‐ Copy of CHCI Workshop invoice
Counselling and Coaching Pre-‐‑Purchase Coaching—One-‐‑on-‐‑One Session (BYFH Coaching) • Coaching sessions must be integrated with BYFH workshop series • BYFH Coaching sessions differ from Credit and Budget sessions in that they serve as follow-‐‑up and evaluation for the BYFH workshops
Client Eligibility -‐ Required for participants in the BYFH workshops
Eligible Activities -‐ Assess progress with BYFH Workshops and Coaching -‐ Address steps towards homeownership -‐ Support the client to achieve input and output measurements: o Improve credit score o Increase savings o Increase income through appropriate employment o Reduce existing expenses o Improve DTI ratio o Purchase a home Coaching Format -‐ 4 coaching/counseling sessions must be provided o 1st between BYFH session 3 and 4 o 2nd between BYFH sessions 6 and 7 o 3rd 30 days after BYFH session 8 o 4th 90 days after third coaching session Required Documentation The following items must be included in each file: -‐ Signed and dated 3-‐‑in1 form -‐ Client Intake form -‐ Budget o Include documents used for verification o Credit report alone is not sufficient -‐ Credit report with credit score o First and last session -‐ Copies of BYFH Worksheets, as listed int eh Coachign Protocol -‐ Counselor notes -‐ Signed and dated action plan o Update each session if necessary o A copy must be provided to the client -‐ BYFH data collection form o Must be sent to FinancialEd@phfa.org by the 5th of every month
One-‐‑on-‐‑One Pre-‐‑Purchase Counseling Client Eligibility -‐ Potential homebuyers o Who are ready to buy a home in 6 months o That are eligible to qualify for a PHFA loan product, even if they’re not interested in or receive a PHFA loan product o The client must have a middle FICO score of 680 or higher Eligible Activities Topics must include:
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Assessment of family housing needs Determining eligibility for first time homebuyer program Provide information and instruction regarding financial planning on the homebuying process The role of credit in homebuying and homeownership Affordability analysis Assistance in getting pre-‐‑qualified for a home loan Develop a plan of action for the homebuying process HUD forms to be given to the client must include, but are not limited to: o For Your Protection: Get a Home Inspection o Ten Important Questions to Ask Your Home Inspector
Format -‐ 0ne-‐‑on-‐‑one counselling, face-‐‑to-‐‑face Required Documentation The following items must be included in each file: -‐ Signed and dated 3-‐‑in1 form -‐ Client intake form -‐ Budget o Must include documents used for verification o A credit repot alone is not sufficient -‐ Credit report with credit score -‐ Copies of income tax return with all schedules -‐ Current Pay Stubs -‐ Current Bank Statements -‐ Client Self-‐‑assessment form (not the NWWPA orientation Self-‐‑evaluation form) -‐ Copy of loan product comparison report -‐ Counselling referral form -‐ A referral must be made to a lender o You are required to use the loan product comparison report reflecting at least 3 loan products o The agency is expected to make a referral to a PHFA participating lender o If your agency is HUD approved or receiving HUD funding, you must include an FHA loan product when you do your comparison
Credit and Budget Counselling—Face-‐‑to-‐‑Face Session Client Eligibility FFP -‐ Clients 7 months from purchasing a home CHCI -‐ Potential homebuyers that are ready to buy a home in 6 months Eligible Activities Must include, but are not limited to: -‐ Budget and monthly management skills -‐ Credit report analysis and repair -‐ Developing an action plan and savings plan
Format -‐ Face-‐‑to-‐‑face counselling sessions Required Documentation The following items must be included in each file: -‐ Signed and dated 3-‐‑in1 form -‐ Client intake form -‐ Budget o Must include documents used for verification o A credit repot alone is not sufficient -‐ Credit report with credit score -‐ Copies of income tax return with all schedules -‐ Current Pay Stubs -‐ Current Bank Statements -‐ Client Self-‐‑assessment form (not the NWWPA orientation Self-‐‑evaluation form) -‐ Savings plan -‐ Counselor’s notes -‐ Signed and dated action plan o Update at each session if necessary o Copy must be provided to the client -‐ Signed and dated Funding Report o Must be updated each session o Copy must be provided to the client
Default and Delinquency Counselling—Face-‐‑to-‐‑Face session Client Eligibility -‐ Individuals that are homeowners Eligible Activities Must include, but are not limited to: -‐ Improving budget and money management skills -‐ Credit report analysis and repair -‐ Default and delinquency counseling -‐ Developing an action plan and savings plan -‐ Referrals to appropriate agencies/partners as needed Format -‐ Face-‐‑to-‐‑face counselling session Required Documentation Items that must be in the client file include: -‐ Signed and dated 3-‐‑in-‐‑1 form -‐ Client intake form (first session only) -‐ The “Urgent Notice” from the Court
-‐ -‐ -‐ -‐ -‐
Documentation/paperwork from the Court Copy of any mediation papers Letters from lenders/services about status Signed and dated action plan o Must be updated each session, if necessary o Copy must be provided to the client Signed and dated Funding Report o Required only if the appointment was entered into HCO o Copy must be provided to the client
Mediation and Diversion Activities Court approved agencies receiving FMCI funding only. Client Eligibility -‐ Homeowners that have received an “Urgent Notice” from the Court -‐ Clients involved with the Mediation and Diversion courts that have completed level 1 and level 2 counselling under PHFA’s Foreclosure Mitigation Eligible Activates Any housing counselling agencies in preparation for the Mediation/Diversion process including, but not limited to: -‐
-‐
-‐
Counselling o Credit report analysis and repair o Additional default and delinquency counselling o Improving budget and money management skills o Development of the action plan and/or savings plan (emergency fund) Administrative o Review workout packages from private lenders that are not involved in the Making Home Affordable Program o Submissions of new loan packages associated with permanent loan modifications o Monitoring of scheduled payments for timeliness o Follow up with clients adhering to long term workout options Court Preparation o Attending meetings with mediator o Collecting and preparing documentation
Format -‐ Face-‐to-‐face counselling sessions Required Documentation Items to be in the client file must include, but are not limited to: -‐ Signed and dated 3-‐in-‐1 form -‐ Client intake form (first session only) -‐ The “Urgent Notice” from the Court -‐ Documentation/paperwork from the court
-‐ -‐ -‐ -‐ -‐
Copy of any modification papers Letters from lenders/services about status Counselor’s notes Signed and dated action plan o Must be updated each session, if necessary o A copy must be provided to the client Signed and dated Funding Report o Required only if the appointment was entered into HCO o Copy must be provided to the client
vCita and the New NeighborWorks Western Pennsylvania (NWWPA) Program Delivery Model
The New NWWPA Program Delivery Model The new program delivery model at NWWPA consists of a client orientation workshop, client triage, a new fee-‐for-‐ services schedule, a new financial education system, and the introduction of a client engagement tool on the NWWPA website. The web-‐based client engagement service, vCita, will be introduced in order to streamline the new program delivery system. vCita will allow NWWPA to have clients schedule for appointments and workshops, process fee payments, increase counselor and client communication, and allow counselors and clients to upload documents (such as an intake form) to a secure location.
Improving Client Engagement with vCita vCita is a web-‐based service that provides a digital platform that enables companies and organizations to engage with clients and increase lead conversion. The main features of vCita include: -‐ -‐ -‐ -‐
A Client Relationship Management System Appointment Scheduling Document Sharing Payment Processing
cVita Client Relationship Management System vCita is accessible to any visitor to the NWWPA website. A widget will be visible on the website, which invites visitors to engage and contact the front desk, leave a message or details, upload a document, schedule an appointment, and pay for a service. All of these options can be hidden to clients however, and also made viewable by sending a registered client a web link that directs them to the vCita portal—known as the LiveSite—where they can then engage with the features. On the staff side of vCita, the system is designed as an online management system where staff will have access to client profiles, calendars, documents, and payment information. For those staff who will be using vCita to track clients and interact with them, they will have access to their own data, meaning that counselors will each have their own client groups and calendars. In addition, they will have access to the master calendar with information about upcoming appointments from other counselors as well as their own. The current CounselorMax database may be imported to cVita via an Excel spreadsheet. Initially, some care may need to be taken to ensure that each client who is uploaded to the cVita database is done so with all necessary data and accurate information. Staff members who do not have their own vCita data accounts will have access to the system as well, so long as they have an administrator’s login. This means that as clients upload important documents, education staff will have access to the forms so that they can be filed properly prior to a counseling session. Because the NWWPA intake form is often filled out and collected during workshops, clients may now be prompted to complete and upload an intake form prior to or after attending any workshop and counseling session by utilizing vCita’s document sharing feature.
vCita also provides a mobile application that both clients and staff members can use to interact and engage. Clients can send messages to counselors via email or the vCita mobile application, which counselors can then receive on in their email or mobile devices and then respond to accordingly. For any counselor or client who may be accustomed to mobile technologies, this feature should allow them to handle communications at any time. vCita sends automatic reminders via email and text message to both counselors and clients prior to any upcoming appointments. vCita Appointment Scheduling Currently, appointment scheduling is restricted to single-‐client appointments. vCita has assured that a new group appointment scheduling feature is soon to roll out sometime before the end of January, 2016. Clients can be allowed to set their own appointments, or this function can be removed, allowing only counselors the ability to set appointments. Once an appointment is set, an appointment verification message will be sent to a client who can then accept, reject, or reschedule it. The appointment calendar will automatically sync with calendars in Outlook and will also be viewable on the vCita mobile application. Document Sharing This feature allows counselors to securely send documents to clients and vice versa. This encrypted security feature will allow for the submission of sensitive intake form information. Once a client has registered for a workshop, an intake form—in either an electronic, fillable format or one that requires scanning—can be sent to a client via vCita and returned by the client via vCita. All uploaded documents are saved under a client’s profile, and will remain online until they are deleted manually. Payment Processing vCita provides the ability to accept payments for services from clients. A client can either be directed to the vCita LiveSite online or on the mobile application where a page with payment options will be presented. A fee schedule can be created, made viewable by email invitation only, that clients can select from to pay an associated fee for a service they will or have received. Invoices can also be created to receive payments form clients. vCita has no additional costs for processing payments because vCita requires the connection of either a PayPal account or a Stripe account. Any costs that arise from online payment processing will stem from the service used, be it PayPal or Stripe. Costs will be discussed later in this report.
Suggested Procedures for vCita Use with NWWPA Program Delivery Model The following outlines are guides for how vCita may be used in conjunction with programs and services at NWWPA. The following guides provide general examples of how cVita can be used. Detailed instruction guides are currently being developed for staff training purposes. Orientation Workshop 1. Client visits the NWWPA website, engages with vCita widget and contacts front desk, front desk sends potential client an email prompting them to visit the vCita Livesite 2. Client schedules attendance for upcoming orientation workshop, client fills out a registration form that collects any information NWWPA would like on file with vCita (this form is customizable)
3. 4. 5. 6.
7.
8.
9.
vCita sends clients and staff automatic reminders and emails/text messages about the upcoming appointment scheduled Registered orientation workshop clients are contacted through vCita, then an electronic intake form is sent, then the client completes and uploads it prior to attending workshop Orientation workshop sign-‐in sheet is compiled from vCita client registration for an upcoming workshop Clients attend orientation worship a. In addition to organization info, program info, etc., clients are instructed to download the vCita application on their mobile devices to aid in communication with a future counselor when they enroll For those who don’t pay for the counseling fee or HBE after orientation, follow-‐up is conducted with clients via vCita or via phone to see if they have decided to enroll a. To obtain fee payment, an email sent to the client will direct them to a payment portal For those clients who have paid their counseling materials fee, triage will be conducted using the client’s intake form, credit report, and self-‐evaluation worksheet, then a workshop will be assigned to them with an appointment message sent with vCita Counselors and Front Desk can follow-‐up with enrolled clients through vCita or by phone
Obtaining Intake Forms Electronically 1. Counseling/Education/Front Desk sends a newly registered client an email with vCita’s document sharing feature a. In this instance, the form is the intake form, which has been revised to allow clients to complete it on a computer or print, complete, and scan 2. Client sends completed intake form back via vCita 3. Staff receives notification of document delivery 4. Staff file intake form in compliance with filing procedures a. Shared document can be removed from vCita, and will remain until this step is performed
Projected Cost Estimates The cost for subscribing to vCita’s Business package, when paid annually, is $478.80, or roughly $500. The option to subscribe to vCita’s service monthly also exists, though the cost is higher at $59.90 per month, for an annual sum of $718.80. With the revenue generated by the new fee-‐for-‐service schedule, the amounts projected for each year are as follows: • 460 Counseling Clients at $26.50 = $12,190.00 • 175 Homeownership Clients at $25.00 = $4,375.00 • Combined total = $16,5656.00 While there are no extra costs associated with using vCita to accept online payments, accepting payments online with vCita requires either a PayPal or Stripe account. Both of these services have processing fees of 2.9% + $.30 per transaction. For the above amounts, the following figures display the annual costs of using either PayPal or Stripe: • 460 Counseling Client transactions of $26.50 X 2.9%+$.30 = $492.20
• 175 Homeownership Client transactions of $25.00 X 2.9% + $.30 = $180.25 • Combined Total = $672.45
The above total combined with the total sum of subscribing to vCita annually is $1,151.25, which reduces the initial revenue to $15,413.00. In order to offset the cost of using an online payment processor to obtain the desired amount, the following fees are suggested: • Raise the Counseling Materials fee to $27.60 • Raise the Homeownership fee to $26.06 By raising the current fees by about a $1.10 each, the reductions in revenue can be avoided without adding too much to the original fee amounts.