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Navy Housing Referral Services Process Model Draft Final
 

Navy Housing Referral Services Process Model Draft Final

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Process mapping of housing referral services functions for home finding, issue resolution, listings management, and customer outreach.

Process mapping of housing referral services functions for home finding, issue resolution, listings management, and customer outreach.

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    Navy Housing Referral Services Process Model Draft Final Navy Housing Referral Services Process Model Draft Final Document Transcript

    • 1Navy Housing Referral Services (HRS)Process ModelMarch 2013
    • 2ContentsHOUSING REFERRAL SERVICES PROCESS MODEL EXECUTIVE SUMMARY........................................................................3HOME FINDING SERVICES CORE PROCESS ..............................................................................................................................4Government and Public-Private Venture (PPV) Home Finding Sub-Process...........................................................................5Rental Partnership Program (RPP) and Community Home Finding Sub-Process....................................................................6Lease Services Sub-Process....................................................................................................................................................7Showing Services Sub-Process................................................................................................................................................8LISTINGS MANAGEMENT CORE PROCESS ................................................................................................................................9Listings Inventory Management Sub-Process ........................................................................................................................10Listings Inspections Sub-Process...........................................................................................................................................11Rental Partnership Program (RPP) Sub-Process...................................................................................................................12Inventory Outreach and Management Sub-Process...............................................................................................................13ISSUE RESOLUTION CORE PROCESS.......................................................................................................................................14Complaint Inspections Sub-Process.......................................................................................................................................15Landlord/Tenant Dispute Sub-Process...................................................................................................................................16Federal Fair Housing (FFH)/Discrimination Sub-Process.......................................................................................................17
    • 3Housing Referral Services Process Model Executive SummaryHousing Referral Services (HRS) supports Navy Housing’s mission to assist personnel in locating safe, suitable, and affordable housing. HRS isresponsible for performing the following functions in support of this mission: (1) Home Finding Services, (2) Listings Management, (3) IssueResolution, and (4) Customer Outreach. HRS uses a standardized process model (Figure 1) to articulate the Core and Sub-Processes thatenable delivery of goal-aligned results or “outputs”. Each process is driven by a demand signal or “trigger” and each set of activities performed inresponse to the trigger results in an output. The following pages outline each process and sub-process in greater detail. Customer outreach isomitted from this set as research is ongoing to align this function to industry standards.HRS Process Model OverviewFunctions Core Processes Sub-ProcessesHome Finding ServicesListings ManagementIssue ResolutionCustomer OutreachWhat does HRS deliver? How does HRS achieve these results?RPP and CommunityHome FindingLease ServicesShowing ServicesListings InventoryManagementListings InspectionsRental PartnershipProgramComplaint InspectionsCustomer FeedbackMarket Programs &ServicesLandlord/Tenant DisputeCommunity LiaisonInventory Outreach andManagementAuthoritative Source forCustomer OutreachFederal Fair Housing/DiscriminationCustomer ContactsHSCfor Home FindingSupportHSC ProvidesHome FindingServicesHSCDeterminesRequiredServicesInformed & EfficientPlacement intoHousingCommunityStakeholders NeedInformation aboutNavy HousingPrograms andServicesHSC DeliversInformation toStakeholdersand ObtainsFeedbackHSCDeterminesInformationRequiredInformedCommunity and2-WayCommunicationTenant or LandlordFiles a ComplaintHSC ProvidesIssueResolutionServices toTenants and/or LandlordsHSCDeterminesType ofComplaint/IssueResolutionthrough NegotiatedSettlement,Mutually AgreedUpon Resolutionor Legal ActionHSC Notified of NewListing orModification toExisting ListingHSC PerformsListings MgmtActivitiesHSCDeterminesRequiredListings MgmtActivitiesUp-To-DateInventory ofCompliant HousingGovernment and PPVHome FindingWhat drives delivery offunctions?What are theresults?How does HRS Executeits functions?Start/EndActivity DecisionLegend:Figure 1: HRS Process Model Overview
    • 4Home Finding Services Core ProcessThe Home Finding Services Function provides customer-focused services that result in the informed and efficient placement of customers intoPublic-Private Venture (PPV), Government-owned/leased, Community, or Rental Partnership Program (RPP) housing. This function entailsproviding home finding assistance to customers through the determination of needs and eligibility, processing of applications and letters ofeligibility, placement on waitlists, referral to appropriate POCs, providing of listings, processing of allowances and allotments, and processing offull tour/loaner furniture. Reviewing and/or negotiating leases and providing showing and/or transportation services to customers to view availablehousing units are also performed as part of the Home Finding Servicesfunction.HRS Core Process: Home Finding Services Start/EndActivity DecisionLegend:What TRIGGERS require HomeFinding Service Support?Customer Contacts HSCfor Home Finding SupportHSC ProvidesHome FindingServicesTriggers Sub-Processes OutputInformed & EfficientPlacement into HousingHSCDeterminesRequiredServicesCustomer contacts HSC for home findingassistanceReceive lease review or negotiationrequestReceive showing service requestWhat SUB-PROCESSES are neededto deliver Home Finding Services?What is the desired OUTPUT?Provide Government and PPV homefinding assistanceProvide RPP and Community home findingassistanceProvide lease review and/or negotiationProvide showing servicesPlacement of customer into Governmentor PPV homePlacement of customer into RPP orCommunity homeCompliant leaseTransportation / showing services providedFigure 2: Home Finding Services Core Process
    • 5Government and Public-Private Venture (PPV) Home Finding Sub-ProcessActivities that enable the provision of government and PPV home finding services in response to receiving customer contact for assistance includedetermination of needs and eligibility, processing of applications and letters of eligibility, placement on waitlists, and referral to appropriate POCs.Figure 3: Government and PPV Home Finding Sub-Process
    • 6Rental Partnership Program (RPP) and Community Home Finding Sub-ProcessActivities that enable the provision of RPP and Community home finding services in response to receiving customer contact for assistance includedetermination of needs and eligibility, processing of applications and letters of eligibility, providing of listings, processing of allowances andallotments, and processing of full tour/loaner furniture.Figure 4: RPP and Community Home Finding Sub-Process
    • 7Lease Services Sub-ProcessActivities that enable the provision of lease services in response to receiving lease review or lease negotiation requests include assessment ofrequests, review and analysis of applicable legal statutes, recommendation of changes and referral of customer to legal (as necessary),performing negotiation of terms with landlord and tenant, lease modification, and lease signing.Figure 5: Lease Services Sub-Process
    • 8Showing Services Sub-ProcessActivities that enable the provision of showing services in response to receiving showing service requests include assignment and scheduling ofshowing and transportation services to customers.Figure 6: Showing Services Sub-Process
    • 9Listings Management Core ProcessThe Listings Management Function includes internal operational and administrative activities that result in an up-to-date inventory of complianthousing. This function entails managing property listing inventoriesthrough the deletion, modification, and/or tracking of listings in housingdatabases (i.e. AHRN, eMH), conducting and documenting listings inspections, and managing the Rental Partnership Program (RPP) throughnegotiation/renewal of agreements and update of RPP property listings in housing databases. Performing inventory outreach and managementactivities designed to increase number of listings, including marketing strategy determination and implementation, are also performed as part ofthe Listings Management Function.Figure 7: Listings Management Core Process
    • 10Listings Inventory Management Sub-ProcessActivities that enable the management of listings inventories in response to receiving change notifications include determining if listings requireinspection and deleting, modifying, and/or tracking listings in housing databases (i.e. AHRN, eMH).Figure 8: Listings Inventory Management Sub-Process
    • 11Listings InspectionsSub-ProcessActivities that enable conduct of listings inspections in response to notification of new listing or inspection requirement includescheduling/rescheduling and conducting inspections, notifying landlord of pass/fail, documenting inspection performance, and updating listingsinventories in housing databases.Figure 9: Listings Inspections Sub-Process
    • 12Rental Partnership Program (RPP) Sub-ProcessActivities that enable the management of the RPP in response to new, renewed, or modified RPP listings include counseling landlords on RPPand obtaining paperwork, completing listings inspections, negotiating/renewing RPP agreements and updating listings inventories in housingdatabases.Figure 10: RPP Sub-Process
    • 13Inventory Outreach and Management Sub-ProcessActivities that enable inventory outreach and management in response to insufficient inventory of community housing listings include determiningand implementing marketing strategy to obtain new listings and updating listings inventories in housing databases.Figure 11: Inventory Outreach and Management Sub-Process
    • 14Issue Resolution Core ProcessThe Issue Resolution Function provides customer-focused services that result in the resolution of complaints filed by landlords or tenants throughnegotiated settlement, mutually agreed-upon resolution, or legal action. This function entails conductingand documenting complaint inspections,providing landlord-tenant dispute resolution through meditation, negotiation, or referral, and providing Federal Fair Housing (FFH)/discriminationcomplaint resolution through assessment and preliminary investigation, referral, and listings updates for sanctioned properties.What TRIGGERS require IssueResolution Support?What SUB-PROCESSES are needed todeliver Issue Resolution Services?What is the desired OUTPUT?Tenant or LandlordFiles a ComplaintHSC Provides IssueResolution Servicesto Tenants and/orLandlordsResolution throughNegotiated Settlement,Mutually Agreed uponResolution or Legal ActionHSC DeterminesType ofComplaint/IssueReceive landlord/tenant complaintReceive complaint inspection requestReceive Federal Fair Housing (FFH) complaintConduct complaint inspectionsProvide landlord/tenant dispute resolution servicesProvide FFH / discrimination complaint servicesHRS Core Process: Issue ResolutionTriggers Sub-Processes OutputStart/EndActivity DecisionLegend:Completed inspectionNegotiated settlementInvestigation referral completedFigure 12: Issue Resolution Core Process
    • 15Complaint Inspections Sub-ProcessActivities that enable the performance of complaint inspections in response to receipt of a complaint inspection request include: schedulinginspections with the appropriate parties; documenting physical condition of property; and completing, documenting, and briefing inspection results.Issue Resolution:Complaint Inspections Sub-ProcessHRSStaffTriggers Activities OutputStart/EndActivity DecisionLegend:IR-CIActorsResolution throughNegotiated Settlement,Mutually AgreedUpon Negotiationor Legal ActionYESNOScheduleInspection withOne or BothPartiesA1Document PhysicalCondition ofPropertyA2Is a Re-InspectionNeeded?A3Complete,Document, & BriefInspectionA4Receive ComplaintInspection RequestT1Completed InspectionO1Figure 13: Complaint Inspections Sub-Process
    • 16Landlord/Tenant Dispute Sub-ProcessActivities that enable resolution of landlord/tenant disputes in response to receipt of a complaint from a landlord or tenant include: fosteringresolution between landlord and tenant; reviewing, analyzing, and researching local, state, and federal statutes and past trends; providingmediation and negotiation between parties, achieving resolution or referring to appropriate authorities, and completing inspections reports.HRSStaffIssue Resolution:Landlord/ Tenant Dispute Sub-ProcessTriggers Activities OutputStart/EndActivity DecisionLegend:ActorsIR-LTDT1 A1 A4A3A2YESA5A6A7O1Send back toTenant or LandlordReceive Landlord/Tenant ComplaintResolution throughNegotiated Settlement,Mutually AgreedUpon Negotiationor Legal ActionReview, Analyze,Research Local,State and FederalStatutes, PastTrendsRefer to ComplaintInspectionSub-ProcessDidLandlord/ ResidentAttempt to Resolveon Own?InspectionRequired?CompleteResolutionReportNOYESNOA8Negotiated SettlementMediation andNegotiationbetween PartiesResolutionReached or Referto Proper AuthorityFigure 14: Landlord/Tenant Dispute Sub-Process
    • 17Federal Fair Housing (FFH)/Discrimination Sub-ProcessActivities that enable resolution of FFH/discrimination complaints in response to receipt of a FFH complaint include: determining if dispute isfederal jurisdiction and providing information to the state and local jurisdiction as necessary; performing preliminary investigation to determinevalidity and referring to HUD; identifying if sanctions are imposed and following local sanction procedure; removing affected properties from listingsdatabases; and updating, posting, and briefing sanctions list.Issue Resolution:Federal Fair Housing / Discrimination Sub-ProcessHRSStaffTriggers Activities OutputPerformPreliminaryInvestigation toDocument FactsStart/EndActivity DecisionLegend:IR-FFHActorsT1A1 A4A2A3Is Disputein FederalJurisdiction?NOA5HYES NOO1A6Refer toHUDRefer to Landlord/Tenant DisputeSub-ProcessProvideInformation toState & LocalJurisdiction toInvestigate &Process ComplaintResolution throughNegotiated Settlement,Mutually AgreedUpon Resolutionor Legal ActionReceive Federal FairHousing (FFH) ComplaintSanctionImposed?IsComplaintValid?YESNOYESInvestigation ReferralCompletedA8Receive RestrictiveSanction andFollow LocalSanctionProcedureA9Remove AffectedProperties fromHousingDatabasesA10Update, Post andBrief SanctionsList; EnsureRequired ActionsCompleteA11Close OutA7Figure 15: FFH/Discrimination Sub-Process