PHMA PDS Navy Housing Referral Update
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PHMA PDS Navy Housing Referral Update

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Presented to the Professional Housing Management Association (PHMA) Professional Development Seminar (PDS) in January 2012.

Presented to the Professional Housing Management Association (PHMA) Professional Development Seminar (PDS) in January 2012.

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PHMA PDS Navy Housing Referral Update PHMA PDS Navy Housing Referral Update Presentation Transcript

  • Navy Housing Referral Update Carol Casto Navy Housing Referral Program Manager CNIC N93 January 2012
  • Navy Housing Referral: The Latest• Housing Referral Working Group• Signed CNICINST 11103.1 “Navy Housing Referral Services”• Finalizing “Housing Referral Operations Supplemental Guidance” Desk Guide http://www.cnic.navy.mil/HOUSING  2
  • Components of Housing Referralhttp://www.cnic.navy.mil/HOUSING 
  • HomeFinding & Home Finding and CounselingCounseling • Listings Management – AHRN – Rental Partnership Program • Counseling – Assess and Advise customers – Lease Review – BAH/OHA counseling – TLA/TLE – Arriving/Departing • PPV Information and Availability http://www.cnic.navy.mil/HOUSING 
  • Inspections Inspections • Program Listing Inspections (e.g. eMH, RPP, etc.) • Complaints –Lease Compliance –Health and Safety • BAH http://www.cnic.navy.mil/HOUSING 
  • IssueResolution Issue Resolution • Landlord Tenant Disputes • Complaint Resolution • State Landlord Tenant Statutes • SCRA • PPV Mediation • Federal Fair Housing – Receive/Investigate Complaints – Provide Consumer Information – Restrictive Sanctioning http://www.cnic.navy.mil/HOUSING 
  • Marketing& Comm Marketing and Communication • Proactive and Earlier Contact with Customers • Marketing – To Customers – To Internal Coordinating Organizations – To External Organizations • Social Media – Facebook, Twitter, YouTube, etc. • Customer Education • Surveys • Technology – Websites, AHRN, and eMH http://www.cnic.navy.mil/HOUSING 
  • Improving Communications• Need to improve effectiveness of communications• Need to leverage preferred methods of communication• Communications Strategic and Tactical Plans – Referral Staff Awareness – Customer Awareness http://www.cnic.navy.mil/HOUSING  8
  • HQ Communications Actions • Referral Working Group • Re-established RPD calls (HAB) •a – Insert Housing COP Link – Insert Blog Link • Social Media • Way Aheadhttp://www.cnic.navy.mil/HOUSING  9
  • Installation Communication Actions• Go Where They Go –Online –In Person• Leverage Partnerships –Internal –External http://www.cnic.navy.mil/HOUSING  10