Josh Fuhrman_BWH Portland 2011

Josh Fuhrman: SVP, Community RelationsBring Workers Home ForumDecember 1st, 2011

Who We Are• Founded in 2003, the Homeownership Preservation Foundation is a 501(c)(3) independent national nonprofit dedicated to reducing foreclosures and preserving homeownership for American homeowners• HPF provides a comprehensive foreclosure prevention counseling service available to the homeowner for free by calling 888-995-HOPE™

Who we Are• The Homeowner’s HOPE Hotline is offered by a network of 8 HUD-approved non-profit counseling agencies and 600 counselors, 24 hours a day, 7 days a week, 365 days a year• Since 2003, the Homeowner’s HOPE Hotline has handled over 6,000,000 million calls and counseled over 1,000,000 homeowners• In 2011, we continued to average over 4000 calls per day

MHA Call Center and Hotline Counseling• This service is free to homeowners• We have the capacity to respond in 170 languages• 70% of the homeowners who call want to speak to a counselor• We have 50 responders in the call center; in addition there are 600 counselors standing by• HPF counselors connect homeowner to their servicers over 75% of the time

The Hotline offers homeowners a choice• Every caller who wants a counselor is offered the choice ofreceiving the service on the phone or in person. o If they choose in person, our locator data base populated by 800 HUD approved counseling agencies, identifies the three agencies nearest the caller.• 95% of them choose to receive the service on the telephone because 1. It is convenient. They can get it anytime of the day or night. We counseled 85 homeowners on Christmas Day. 2. Some borrowers experience shame in their situation and the telephone provides a measure of anonymity. 3. For rural homeowners, this is their best option

What We Do Call Center Counseling Data submitted Client action planConnection to to HopeNet and written and sent servicer retrieved by to home owner servicer • 6 million calls received since 2003; • Over 1,000,000 homeowners counseled • 75% of counseled home owners connected to servicer

Borrower Experience

Consumer Outreach• With the announcement of President Obama’s MAKING HOME AFFORDABLE program in March, 2009, HPF was honored to become the nation’s hotline, help to determine program pre- eligibility for homeowners and provide counseling that prepares them to take advantage of MHA• 4 National Public Service Campaigns – Over 35,000 media outlets – Endorsed on over 120 congressional websites

Facts and trends in the current environment• 71% of the callers report that loss of income due to underemploymentor unemployment is their primary reason for default.• 44% of the callers have an annual gross income of less than $40,000•The average amount of unsecured debt is approx. $18,000• 17% of those who qualified for HAMP had back end Debt to Incomeratios greater than 55%•250 homeowners per week feel they’ve been the victim of a scam•7% of the consumers who call us are suicidal•71% of homeowners who receive counseling are still in their homes ayear later

Counselor and Consumer Resources•United Way/211•Suicide/mental health counseling•Credit counseling•Legal resources•Servicers•GSE’s (Fannie Mae, Freddie Mac)•Govt (Treasury, HUD)

How a the counseling works

Consumer NeedOur consumer surveys tell us that:• Consumers are confused, frustrated, scared, anxious, angry and depressed with their housing situation prior to calling the Hotline• Consumers often do not understand how to navigate through the various programs offered by the Government and their servicers• Consumers are seeking assistance in dealing with their servicer• Consumers are looking to someone to turn to whom they can trust• Consumers indicate they are satisfied even if they do not receive the loss mitigation option they sought, as long as they receive explanations and are treated fairlyHow Counseling Helps:• Counselors use actively listen to the consumer with empathy in an effort to ease their worry and stress• Loss mitigation options and program guidelines are explained and confirmed for understanding• Counselor-facilitated contact to the servicer via a three-way conference call is offered based on the consumer’s unique situation• Counselors confirm consumers understanding of next steps and solidify through a written action plan that often includes additional referrals to helpful resources for further assistance page

Contact Information Josh FuhrmanSVP, Community Relations jfuhrman@995hope.org 612-230-4024

Josh Fuhrman_BWH Portland 2011

by National Housing Conference & the Center for Housing Policy

Accessibility

Categories

Upload Details

Usage Rights

Statistics

Josh Fuhrman_BWH Portland 2011 Presentation Transcript