The Road Home Week 18 Situation & Pipeline Report and Pipeline Reports...Weekly Situation & Pipeline...

The Road Home Week 18 Situation & Pipeline

Report

November 8, 2006

Weekly Situation & Pipeline Report Week 18

October 31 – November 6, 2006

i

Table of Contents

EXECUTIVE SUMMARY ................................................................................................... 2

State Assistance Required .................................................................................................. 2

Deliverables ....................................................................................................................... 2

HOMEOWNER PROGRAM ................................................................................................ 3

Housing Assistance Center Activity .................................................................................. 5

Award Calculation Activity ............................................................................................... 5

Data Verification Activity.................................................................................................. 5

Home Evaluations (Home Inspection) Activity ................................................................. 5

Call Center Activity ........................................................................................................... 6

Mailroom/Data Entry Activity ........................................................................................... 6

Housing Assistance Center Appointment Activity ............................................................ 7

Supporting Function Activity ............................................................................................ 9

SMALL RENTAL PROGRAM .......................................................................................... 10

HAZARD MITIGATION GRANT PROGRAM (HMGP) ................................................. 11

PROGRAM SUPPORT STATUS ....................................................................................... 11

LOGISTICS, FACILITIES, & SECURITY .................................................................... 11

HUMAN RESOURCES .................................................................................................. 11

POLICY & PLANS ......................................................................................................... 11

TRAINING ...................................................................................................................... 12

EXTERNAL AFFAIRS ................................................................................................... 12

Community Outreach ................................................................................................... 12

Communications .......................................................................................................... 12

Public Information ....................................................................................................... 12

MIS .................................................................................................................................. 13

ANTI-FRAUD, WASTE, AND ABUSE ........................................................................ 13

QUALITY ASSURANCE AND CONTROL ................................................................. 13

COMPLIANCE................................................................................................................ 14

SPECIAL NEEDS TEAM ............................................................................................... 14

APPENDIX A ...................................................................................................................... 15

APPENDIX B ...................................................................................................................... 17

APPENDIX C ...................................................................................................................... 18

GLOSSARY ........................................................................................................................ 19



2

EXECUTIVE SUMMARY

The Road Home Program continues to make progress toward serving the residents of

Louisiana.

The Homeowner Assistance Program saw 3,051 applicants this week; averaging 436 per

day for all Centers. The Program closed three previously scheduled Homeowners (from

last week) this week on awards totaling $202,488 ($67,496 average award). The three

additional closings bring the total to 20 Homeowner closings.

The Homeowner program also added capacity to existing Centers by hiring 62 additional

advisors. The Evaluations Team issued 2,705 work orders for home inspections and

conducted 1,924 inspections for the period. In addition, the data entry team completed the

backlog of paper applications and entered them into the grants software.

The Rental Assistance Program continued to recruit staff and refine Program designs. The

Program began gathering requirements for the Property Owner application process and

construction of the implementation and risk assessment plans. The Program requires

additional input from OCD to proceed with final design of the program. The notice of

funds available for Round 1 for Program funding is estimated to be February 15.

The Hazard Mitigation Grant Program also continued to refine Program designs and recruit

staff. In addition, GOHSEP submitted the HMGP Acquisition application to FEMA and

the Individual Mitigation Measures (IMM) application is scheduled for delivery to OCD

November 9th

. Individual Mitigation Measures training has begun with the integration of

mitigation measures into evaluator training.

Quality Assurance compiled survey data representing approximately 25% of applicants

seen from around the State and found that 93% of respondents rated their overall

experience with The Road Home Program as good or excellent. Also, The Road Home

signed the Houston Center building lease this week and hired 19 additional staff for the

Center, which is scheduled to begin operation November 15th

.

State Assistance Required

Policy and Plans: Waiting to hear back from OCD on finalizing the amendments to

the action plan for Homeowner

Rental: Require first of recommended four meetings with OCD to resolve program

issues and approve decision checklist

Deliverables

Del. ID Deliverables Date

00002 Cash Flow Projection and Financial Dashboard 11/6/2006

00025 Combined Weekly & Pipeline Report 10/31/2006

00028 Additional Housing Assistance Center and Mobile Unit Plan 11/1/2006

00029 Anti-Fraud, Waste and Abuse Policies and Procedures 11/1/2006

00030 Automated Scheduling Software online and operational 11/3/2006



3

HOMEOWNER PROGRAM

APPOINTMENT

LETTERS SENT

APPOINTMENTS

COMPLETED

51,886 60,557 8,671

25,162 34,300 9,138

16,370 19,356 2,986

ONLINE IN SYSTEM 38,741 40,197 1,456

MAIL IN SYSTEM 22,803 38,474 15,671

PHONE IN SYSTEM 0 24 24

TOTAL IN SYSTEM 61,544 78,695 17,151

RECEIVEDRECEIVED 77,28177,281 78,69578,695 1,4141,414

APPOINTMENTS

SCHEDULED

AP

PL

ICA

TIO

NS

AP

PO

INT

ME

NT

S

CUMULATIVE

As of 10/30

CUMULATIVE

As of 11/06 INC/ (DEC)

HOMEOWNER

PROCESS

APPS IN SYSTEMAPPS IN SYSTEM 61,54461,544 78,69578,695 17,15117,151

BACK LOG 15,737 0 (15,737)

APPOINTMENT

LETTERS SENT

APPOINTMENTS

COMPLETED

51,886 60,557 8,671

25,162 34,300 9,138

16,370 19,356 2,986

ONLINE IN SYSTEM 38,741 40,197 1,456

MAIL IN SYSTEM 22,803 38,474 15,671

PHONE IN SYSTEM 0 24 24

TOTAL IN SYSTEM 61,544 78,695 17,151

RECEIVEDRECEIVED 77,28177,281 78,69578,695 1,4141,414

APPOINTMENTS

SCHEDULED

AP

PL

ICA

TIO

NS

AP

PO

INT

ME

NT

S

CUMULATIVE

As of 10/30

CUMULATIVE

As of 11/06 INC/ (DEC)

HOMEOWNER

PROCESS

APPS IN SYSTEMAPPS IN SYSTEM 61,54461,544 78,69578,695 17,15117,151

BACK LOG 15,737 0 (15,737)

Figure 1: Homeowner Assistance Program Pipeline- Applicant Input

- The numbers represented

are cumulative

- The 15,671 pieces of mail in

the system represented in

the figure are an indication

of pieces processed through

the backlog

- Backlog is zero; the

mailroom is entering

current mail receipts

- The Road Home expects to

surpass 25,000

appointments completed

next week

- 2, 986 of the 3,051

appointments held for the

current period were

completed, which allows the

applicant to enter into the

evaluation/verification/calc

ulation process

See the Glossary for explanation of

terms



4

OPTIONS

LETTERS SENT189 1,043 854

17 20 3CLOSED

CA

LC

UL

AT

ION

SC

LO

SIN

GS

APPLICATIONS IN

VERIFICATION16,370 19,356 2,986

675 1,721 1,046BENEFITS

CALCULATED

TOTAL TOTAL $34.5 million$34.5 million $110.3 million$110.3 million $75.8 m$75.8 m

AVERAGEAVERAGE $57,760$57,760 $67,908$67,908

TOTAL TOTAL $756,000$756,000 $959,000$959,000 $203,000$203,000

AVERAGE $44,481 $47,934

OPTIONS

SELECTED82 88 6

CUMULATIVE

As of 10/30

CUMULATIVE

As of 11/06 INCREASE

HOMEOWNER

PROCESS

OPTIONS

LETTERS SENT189 1,043 854

17 20 3CLOSED

CA

LC

UL

AT

ION

SC

LO

SIN

GS

APPLICATIONS IN

VERIFICATION16,370 19,356 2,986

675 1,721 1,046BENEFITS

CALCULATED

TOTAL TOTAL $34.5 million$34.5 million $110.3 million$110.3 million $75.8 m$75.8 m

AVERAGEAVERAGE $57,760$57,760 $67,908$67,908

TOTAL TOTAL $756,000$756,000 $959,000$959,000 $203,000$203,000

AVERAGE $44,481 $47,934

OPTIONS

SELECTED82 88 6

CUMULATIVE

As of 10/30

CUMULATIVE

As of 11/06 INCREASE

HOMEOWNER

PROCESS

Figure 2: Homeowner Assistance Program Pipeline- Applicant Processing

- The total number of benefits

calculated (1,721) represents

preliminary and final

calculation award benefit;

verification is still required

on most applicants

- The $110.3M and $67,908

average award represents

maximum benefit if ALL

applicants select Option 1 –

rebuild in place

- The award calculation

includes available elevation

grant amounts, but does not

include affordable loan

amounts

- All closed applicants have

selected Option 1

- Applicants’ initial options

selection are in Appendix A

See the Glossary for explanation of

terms



5

Housing Assistance Center Activity

Appointment activity at the 10 Housing Assistance Centers increased 4% from the

prior reporting week.

o There were 3,051 appointments held (2,986 of the held appointments were

completed); cumulatively, 19,356 Homeowner appointments are complete

Completed three (3) rescheduled closings; total Homeowner closings - 20

The number of calculated awards has increased by 1,046; total awards calculated -

1,721:

o 1,043 total options letters mailed (three awards under additional review)

o 258 are scheduled for mailing

Award Calculation Activity

Calculated 1,721 awards totaling $110.3M ($67,908 average); using Option 1 to

calculate maximum benefit including available elevation grant amounts

Determined 24.3% of applicants reporting income and parish are low to moderate

income (less than 80% Area Median Income). Table 1 shows the break down and

relative percentage

Table 1: Applicants <80% Area Median Income *

Applicants Providing Income and Parish

Applicants Not Providing Parish

Applicants not Providing Income

or $0 Income

Applicants <80% Area

Median Income

Applicants <80% Area

Median Income (Percent)*

38,580 4,792 23,222 9,367 24.3%

*Applicants that do not provide parish or income data cannot be calculated with respect to Area Median

Income and are not included in the 24.3% figure (9,367/38,580)

** Information in this Table is as of November 4, 2006

Data Verification Activity

Assisted with three homeowner closings

During verification of applicant data, delivered 1,557 Real Estate Solution (RES)

matches; 6,555 Flood determinations; 3,973 Automated Valuation Model (AVM)

matches; 59 Broker Price Opinion (BPO) matches

Installed biometric solution software at the Data Center (thumb scan software); due

to begin testing this week

Home Evaluations (Home Inspection) Activity

Table 2: Home Evaluation Team Metrics

ACTIVITY Prior Total

10/09 – 10/15

10/16 – 10/22

10/23 – 10/29

10/30 – 11/5

11/6 – 11/12

Current Total

Four Week

Average

Work Orders Submitted by Housing Advisor

7,056 3,079 3,223 2,546 2,705 18,609 2,888



6


10/09 – 10/15

10/16 – 10/22

10/23 – 10/29

10/30 – 11/5

11/6 – 11/12

Current Total

Four Week

Average

Work Orders Dispatched*

7,008 2,736 3,386 2,478 2,734 18,342 2,834

Evaluations Completed

2,430 1,609 1,309 1,723 1,924 8,995 1,641

*Work order submitted by advisors are processed in batch, which accounts for the difference between

submitted and batched work orders

Completed 1,924 home inspections this period

Completed automated verification data flow for Shaw and initiated Providence data

deliveries (expected completion November 7)

Working through prioritized CAD records (821 remaining of 1,143 original

records); processed approximately 3,000 Shaw CAD records through automated QC

tool and making progress to QC Providence records

Initiated priority-based dispatching of work orders

Call Center Activity

Table 3: Call Center Metrics


10/09 – 10/15

10/16 – 10/22

10/23 – 10/29

10/30 – 11/5

11/6- 11/12

Current Total

Four Week Average

Calls 116,773 17,359 15,115 11,294 16,292 176,833 15,015

Applications Requested

21,820 812 1,012 756 507

24,907 772

Online Application Assists

489 224 193 144 159

1,209 180

Hardcopy Application Assists

414 142 128 71 74

829 104

Phone Applications N/A N/A N/A N/A 24 24 24

Spanish Calls 86 58 61 59 68 332 62

Vietnamese Calls 14 17 31 13 23 98 21

Appointments Scheduled by Phone

6,850 7,533 6,729 4,050 9,178

34,340 6,873

Began ‘soft-launch’ of phone applicants during the period and took 24 applications

over the phone; planning full-scale launch on 11/8

Mailroom/Data Entry Activity

Table 4: Mailroom/Data Entry Metrics

ACTIVITY Prior Total*

10/09 – 10/15

10/16 -10/22

10/23 – 10/29

10/30 – 11/05

11/6-11/12 Total

Four Week

Average

New paper applications received through mailroom

30,346 2,399 2,212 1,942 1,575 38,474 2,032

New paper applications entered into batch files for entry into eGrantsPlus

7,322 3,093 6,762 11,505 9,792 38,474 7,781



7

ACTIVITY Prior Total*

10/09 – 10/15

10/16 -10/22

10/23 – 10/29

10/30 – 11/05

11/6-11/12 Total

Four Week

Average

New paper applications remaining to be entered into eGrantsPlus

24,665 23,971 19,421 9,859 0 N/A N/A

Data-entry back-log complete and staff entering current weeks inbound mail

Mail volume (inbound) has dropped off significantly to 1,575 pieces this week,

which is down from 8,742 the week of September 11th

Total mail (i.e., new, non-duplicate applications) received to date is 38,474. Note:

this number has been adjusted to reflect actual counts of earlier estimates for

weeks prior to the opening of the data entry center

Total mail processed for entry into eGrantsPlus is 38,474. Mail processing has

steadily increased from 960 applications per week to a high of 11,505

Cumulative Metrics

123

8605

17347

23334

27074

3034632745

3495736899

38474

17177

28682

38474

8605

17347

2237423332 23024 22330

8217

0

10415

7322

3742

9600

00123

17780

-5000

0

5000

10000

15000

20000

25000

30000

35000

40000

45000

28

-Au

g

4-S

ep

11

-Se

p

18

-Se

p

25

-Se

p

2-O

ct

9-O

ct

16

-Oct

23

-Oct

30

-Oct

Vo

lum

es

Inbound Mail Processed Applications Backlog

Figure 3: Mailroom/Data Entry Trends

Housing Assistance Center Appointment Activity

Appointments were up this week from the previous week as the Program continues to take

appointments by telephone and from potential applicants by walking into the Centers.

Tables 5 and 6 show the appointment activity for the Centers by day and by week,

respectively.

Table 5: Housing Assistance Center Appointments by Day

ACTIVITY Mon 10/30

Tues 10/31

Wed 11/1

Thurs 11/2

Fri 11/3

Sat 11/4

Sun 11/5

Total Four Week

Average

Appointments Held 281 592 492 613 671 348 54 3,051 436



8

Table 6: Housing Assistance Center Appointments by Week


10/09 – 10/15

10/16 – 10/22

10/23 – 10/29

10/30 – 11/5

11/6-11/12

Current Total

Four Week

Average

Appointments Held 7,487 3,085 3,153 2,924 3,051 19,700 3,053

Weekly total demonstrates a 4% increase over the previous week, but still down

from a weekly high of 3,153

Figure 4 shows the number of appointments scheduled and actual appointments held by

Center. The percentage for each Center represents the number of scheduled appointments

that were actually held.

367

38

825

413

1009

95

280

360

54

91

312

29

666

369

894

88

244

326

45

78

85%

76%

81%

89%

89%

93%

87%

91%

83%

86%

0 200 400 600 800 1000 1200

Calcasieu

Cameron

E. Baton Rouge

Jefferson

New Orleans

Plaquemine

St. Bernard

St. Tammany

Terrebonne

Vermilion

Ho

us

ing

As

sis

tan

ce

Ce

nte

r

Applications

# of Appts Scheduled # of Actual Appts Percent

Figure 4: Appointments Scheduled and Held by Center



9

Figure 5 shows the trend of scheduled v. held appointments over the last seven weeks.

Scheduled (Planned) v. Held (Actual) Appointments

3532

3051

340135063571

2453

1158

1183

2924

2275

31533082

1236

1147

481477353489

17836

0

500

1000

1500

2000

2500

3000

3500

4000

9/2

5/0

6

10

/2/0

6

10

/9/0

6

10

/16

/06

10

/23

/06

10

/30

/06

11

/6/0

6

Week Ending

Ap

po

intm

en

ts

Planned Actual Difference

Figure 5: Weekly Scheduled and Held Appointments.

481 applicants canceled appointments, changed appointments, or did not show

Table 7 shows the “next available” appointment date by Center, and indicates relative

immediate availability in the East Baton Rouge Center.

Table 7: Center Appointment Availability

# Center Name Next Available Appointment 1 East Baton Rouge November 9, 2006 2 Orleans November 15, 2006 3 Calcasieu November 9, 2006 4 Jefferson November 21, 2006 5 St. Bernard November 11, 2006 6 St. Tammany November 15, 2006 7 Cameron November 17, 2006 8 Plaquemines November 17, 2006 9 Terrebonne November 11, 2006 10 Vermilion November 15, 2006

The Road Home made significant adjustment to the way appointments were

scheduled during the last period by providing times of availability with designated

hours and allowing the applicant to choose from available times. The significant

result is that all Centers now have availability in November

Applicants currently scheduled for future appointments will be given the

opportunity to reschedule for earlier appointments



10

Supporting Function Activity

Quality Assurance: 93% of applicants surveyed from across the State rated their

overall experience with The Road Home Program as good or excellent; 5%

satisfactory; 2% poor or very poor (surveys are voluntary)

Human Resources: Additional Human Resource activity to add capacity to

existing and future Centers is progressing. In recent weeks, 62 new advisors were

added to existing Centers and 19 additional personnel for the Houston Center

Table 8 shows the breakdown of applicants by race as reported by the applicant. Nineteen

percent designated their race as Black, 21% as White, and 57% chose not to designate race.

Table 8: Applicant Race and Ethnicity as Reported by Applicant

Race Total Applications

American Indian/Alaska Native 120

American Indian/Alaska Native and White 133

American Indian/Alaskan Native/Black-African American 167

Asian 563

Asian and White 64

Black/African American 15,302

Black/African American and White 371

Native Hawaiian/Other Pacific Islander 45

Other Multi-Racial 800

White 16,325

Race not Provided by Applicant 44,805

Total 78,695

RENTAL PROPERTY REPAIR PROGRAM

Began detailed requirements gathering for development of the Property Owner

Application process

Started collaborative development of Implementation Plan and Risk Assessment

with OCD/ICF/Housing Development Software (HDS)

Completed high level of review of the Rental Property Repair Program with HDS

o Numerous program issues related to the Property Owner Application

process remain unresolved including new issues that were uncovered during

the HDS requirements gathering sessions

o HDS cannot complete the full requirements analysis, provide development

timeline, or begin the development process for the Property Owner

Application until the major program issues identified in the item above are

resolved

Completed a draft of the scoring characteristic matrix and forwarded it to

representatives of the LRA and OCD for comment/suggestion



11

Determined estimate for Notice of Funds Available Round 1 with a date of

February 15

HAZARD MITIGATION GRANT PROGRAM (HMGP)

Submitted the Acquisition HMGP application (GOHSEP to FEMA) on Thursday,

November 2nd

Continued work on the Individual Mitigation Measures (IMM) HMGP application

which has changes to the payment process for delivery to OCD on November 9th

Continued staffing for the Program to fill Regional Coordinator, Evaluation

Liaison, and Grant Manager positions

Completed evaluator information fact sheet regarding the Individual Mitigation

Measures for use in Evaluator Training

Began a study and white paper of viable alternative uses of HMGP funds to address

the possibility of lower participation in acquisitions than projected; coordinated

with other Road Home functional areas, OCD, LRA, and the GOHSEP mitigation

strategy teams

PROGRAM SUPPORT STATUS

LOGISTICS, FACILITIES, & SECURITY

Submitted Houston and New Orleans Housing Assistance Centers and Mobile

Engagement Plan to OCD for review and approval

Signed lease for the Houston facility

Ordered all furniture and IT hardware for Houston Homeowner Assistance Center

Conducted site surveys for second New Orleans Homeowner Assistance Center

HUMAN RESOURCES

Hired 62 staff for existing Centers and hired 19 staff for the Houston Center;

current advisor level is 271

Continued hiring efforts to staff Center to 100% - 320 advisors for existing Centers

and continued recruiting for the Rental Program (recruiting 70 people)

Worked with the Principal Chief of the United Houma Nation to arrange a

workshop to recruit Native American candidates for Road Home

POLICY & PLANS

Continued to revise Homeowner Policy to incorporate new expedited process

Continued to draft Homeowner monitoring plan (will go to OCD on 11/8)

Worked on Programmatic Agreement for state historic requirements

Continued to revise Home Evaluator training to incorporate additional

environmental and historic requirements

Finalized Homeowner documents for closings (Grant agreement, covenants, etc.)

Began reviewing all policies, procedures, and activities for compliance with CDBG



12

TRAINING

Conducted Homeowner Program training for new hires in Kenner, LA on Oct. 31-

Nov. 2; 78 attendees

Developed “just-in-time” training on the Income Verification process for delivery

by Housing Assistance Center staff on Nov. 2

Continued development of the revised training for Home Evaluators

Continued development of the web-based training for Housing Assistance Center

staff

EXTERNAL AFFAIRS

Community Outreach Table 8: Community Outreach Metrics

Meeting Type Events

Week 10/24-10/30

People Reached Week 10/24-

10/30

Events To-Date

People Reached To-Date

Community 8 98 110 10,945

Faith Based 3 17 15 872

Business 2 26 7 254

Governmental 5 38 35 1,687

Case Managers 1 15 29 578

TOTALS 19 194 196 14,336

Met with several local government organizations, ecclesiastical leaders and local

community groups throughout southern Louisiana to provide updates and

information about the Program in an effort to increase participation, including

Elementary Schools, Catholic Social Services, Cameron Aging Council, People for

Hurricane Relief, etc.

Conducted workshop for SWLA legislative staffers, Terrebonne/Lafourche

legislative staffers,

Communications

Developed press release on phone applications and appointments, Houston Center

opening, and disbursement clarification

Updated and distributed latest Frequently Asked Questions

Continued development of a Small Rental Communications and Rebuilding

Registry communications timeline

Produced Homeowner and Verification process flow charts

Submitted communications strategy for Houston Housing Assistance Center and

Mobile teams

Public Information

Continued information campaign to disseminate Program information and correct

errant information through media outlets, including the Times Picayune, WWL-TV,

New York Times, WTUL-AM , The Community Gumbo Show, and New Orleans

Publishing Group



13

Continued planning media availability

Worked with the Homeowner Program, State and federal Departments of Justice on

a fraud PSA film (East Baton Rouge Center)

MIS

Continued testing of the integrated eGrantsPlus calculator with ‘side-by-side’

testing of the manual process and automated process and preparing to ‘go-live’

Worked with Rental and HMGP program to determine requirements for software

and hardware; installed single family software for Rental Program for testing

Selected Business Objects as the Program reporting tool

Completed installation of thumb scan software in the Data Center

ANTI-FRAUD, WASTE, AND ABUSE

Table 9: Fraud, Waste and Abuse Metrics ACTIVITY Prior

Total 10/09– 10/15

10/16– 10/22

10/23– 10/29

10/30– 11/5

11/6 – 11/12

Current Total

Housing Assistance Center Issues Reported to Anti-Fraud

2 0 0 0 3 5

Evaluator Issues Reported to Anti-Fraud

4 2 0 0 7 13

Evaluator Data Anomalies Identified by Anti-Fraud

0 138 0 0 385 523

Identified 385 evaluator data anomalies (errant, missing, inconsistent data, etc.) and

made comments to the evaluation team for resolution and additional data gathering

Continued to investigate 10 issues reported to the anti-fraud team

Finalized anti-fraud, waste, and abuse policies and procedures for submission to

OCD

Attended federal anti-fraud task force meeting and discussed current efforts with

U.S. Attorney and FBI

Continued to provide feedback regarding policy and procedure changes

Began process of integration of fraud prevention measures into the design of the

Rental Program

QUALITY ASSURANCE AND CONTROL

Revised draft of Information Request Procedure and submitted to the OCD for

consideration

Completed initial draft of Quality Assurance Monitoring Plan for Long-Term

Compliance Deliverable and the Quality Assurance Action Plan related to Rental

Program

Met with HUD OIG auditors and responded to request for information including

internal checklists used to monitor Homeowner Program

Revised Homeowner satisfaction survey to one page and incorporated HMGP,

special needs and communications questions



14

COMPLIANCE

Worked with other Road Home team members to finalize policies

Met and worked with Rental Program participants to ensure compliance with

applicable laws during Program design

Worked with HUD Auditors to provide additional info and set up interviews

Continued working with KMPG to develop Anti-Fraud and internal controls to

prevent and detect Fraud, Waste, and Abuse within the Road Home Program

SPECIAL NEEDS TEAM

Continued to develop special needs liaison and training for The Road Home

programs – especially within the Call Center and Housing Assistance Centers

Continued to work within the Programs to ensure accessibility and special needs

integration within the design of emerging programs and the existing Homeowner

Program

Met with several community groups to address special needs of potential applicants

Devised and revised Special Needs plan for the Program



15

APPENDIX A

Initial Option Elections of Applicants, by Parish of Damaged Residence

Note: Parish information and option choices are as reported on applications received from homeowners and may change once

validation by The Road Home Program is completed and families consider benefit amounts for each possible option.

PARISH Keep Your

Home Sell, but Stay in

Louisiana Sell, and Move

out of Louisiana Undecided

Information Not Available

Total

ACADIA 42 5 - 6 - 53

ALLEN 72 5 - 10 2 89

ASCENSION 28 11 1 1 2 43

ASSUMPTION 31 3 - 5 - 39

BEAUREGARD 154 22 - 21 7 204

CALCASIEU 2,513 289 8 425 139 3,374

CAMERON 535 168 10 376 76 1,165

EAST BATON ROUGE 105 6 1 10 3 125

EAST FELICIANA 13 - - 4 2 19

EVANGELINE 8 1 1 1 1 12

IBERIA 443 47 2 85 27 604

IBERVILLE 23 4 - 7 - 34

JEFFERSON 6,975 363 53 541 266 8,198

JEFFERSON DAVIS 193 19 - 36 16 264

LAFAYETTE 27 2 - 10 8 47

LAFOURCHE 117 17 1 18 6 159

LIVINGSTON 61 11 - 15 4 91

ORLEANS 22,296 2,938 537 3,976 955 30,702

PLAQUEMINES 911 428 27 645 163 2,174



16

Initial Option Elections of Applicants, by Parish of Damaged

Residence (Continued)

PARISH Keep Your

Home Sell, but Stay in

Louisiana Sell, and Move

out of Louisiana Undecided

Information Not Available

Total

POINTE COUPEE 5 - - 3 1 9

SABINE 5 2 - 2 - 9

SAINT BERNARD 3,452 3,216 316 1,806 240 9,030

SAINT CHARLES 172 9 - 22 22 225

SAINT HELENA 55 4 2 12 2 75

SAINT JAMES 21 1 - 3 - 25

SAINT LANDRY 42 6 - 6 1 55

SAINT MARTIN 29 3 - 9 2 43

SAINT MARY 81 8 - 15 7 111

SAINT TAMMANY 4,115 401 53 465 143 5,177

ST JOHN THE BAPTIST 171 5 3 18 5 202

TANGIPAHOA 190 16 1 36 14 257

TERREBONNE 564 110 4 115 21 814

VERMILION 771 116 1 164 52 1,104

VERNON 15 2 - - 2 19

WASHINGTON 288 10 - 27 15 340

WEST BATON ROUGE 4 - - - - 4

WEST FELICIANA - - - - - -

No Parish Provided by Applicant 3,713 797 105 895 7,962 13,472

Non-Presidentially Declared Disaster Area Parishes 227 31 4 46 20 328

Total 48,467 9,076 1,130 9,836 10,186 78,695



17

APPENDIX B



18

APPENDIX C



19

GLOSSARY

Pipeline Diagram Terms (Figures 1 and 2)

APPLICATIONS

Online in System represents the cumulative number of applications in the system for

applications submitted online.

Mail in System represents the cumulative number of applications in the system for hard copy

applications submitted via mail.

Phone in System represents the cumulative number of applications in the system for applications

taken over the phone.

Total in System represents the cumulative number of applications in the system for applications

submitted online, via mail, and over the phone.

Back Log represents the current number of hard copy applications awaiting data entry into the

system.

Received represents the cumulative number of applications received whether entered into the

system or awaiting data entry.

APPOINTMENTS

Appointment Letters Sent represents the cumulative number of letters sent to applicants asking

them to call and schedule an appointment. Not all applicants will receive appointment letters

because they may be ineligible or may have already scheduled their appointment over the phone.

Appointment letters are sent in batches twice a week.

Appointments Scheduled represents the cumulative number of appointments scheduled to date.

Appointments Completed represents the cumulative number of appointments completed at

Housing Assistance Centers where advisors submitted the applicants’ completed applications.

CALCULATIONS

Applications in Verification represents the cumulative number of applicants whose application

data is being verified to determine eligibility and basis for calculation of benefits.

Benefits Calculated represents the cumulative number of applications for which eligibility has

been determined and benefits have been calculated for the various possible options.

CLOSINGS

Options Letters Sent represents the cumulative number of applicants who have been sent a

benefit options letter noting their respective benefit options.

Options Selected represents the cumulative number of applicants who have replied to the options

letter and selected their benefit option.

Closed represents the cumulative number of applicants who have gone through the closing

process and whose funds have been disbursed.

The Road Home Week 18 Situation & Pipeline Report and Pipeline Reports...Weekly Situation & Pipeline...

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