QUALITY ASSURANCE MODEL

Transcription

1 QUALITY ASSURANCE MODEL Madelyne J. Pfeiffer, MSW Building communities through service coordination MJ HOUSING & SERVICES Dedicated to providing: 1

2 COMPANY HISTORY Since 2011, MJ Housing & Services has raised over 2 million dollars in HUD Service Coordinator grants and Community Reinvestment Funds. We currently provide comprehensive services to over 4,000 residents at 52 affordable housing communities across California and Colorado. We employ 16 Service Coordinators and are contracted by owners and operators to provide quality assurance to 36 other senior and family Service Coordinators. In addition, the founder, Madelyne Pfeiffer is a Faculty with American Association of Services Coordinators and delivers national trainings and coaching to property management associations, affordable housing associations and service coordinator conferences. EMPLOYMENT Developers, Owners, Property Management Companies, Housing Authorities and Co-ops see the tremendous value of having a Service Coordinator (SC) at their property(s). However, many do not have the capacity or in-house social service staff available to supervise the SC and comply with all reporting, accounting and HUD requirements. We hire, employ, manage Service Coordinators, cover all expenses and administer all accounting and billing related to the SC program. Deliver all HR services to employee, including: Recruitment, hiring, processing payroll, provide benefits, maintain workers comp, liability insurance, and compliance with applicable federal, state/local laws and regulations relating to a safe and accessible work environment. 2

3 EMPLOYMENT Day to day supervision/oversight of SC by Service Coordinator Manager. In addition to management of the SC, a new SC is paired up with a mentor who provides guidance and support during the first year the SC is at the property. Quality Assurance oversight and compliance provided monthly (average 8 hours/month). Grant administration (prepare LOCCS vouchers with backups, etc.) and submittal of invoices and backups for budget based Service Coordinator Program. All expenses are paid by MJ Housing and reimbursed by grantee/or management. 3

4 EMPLOYMENT Service Coordinator and Property Management are a TEAM. Ensure SCs, Property Mgrs., Assistant Mgrs., Maintenance (and any other on site staff) understand one another s roles, responsibilities, and find common goals to connect them together as a team. President provides monthly reports and meet with Stakeholders weekly, monthly or quarterly depending on needs of the stakeholders. QUALITY ASSURANCE Monitor monthly services, statistics and HUD requirements on AASC online (all SCs working with MJ Housing utilize AASC online). Review and timely submission of all HUD required reports including: Semi- Annual Report; Training Log, QA Annual Report; Logic Model; Financial Status Report and Grant Extensions with budgets. Conduct annual face to face HUD required QA on-site review (and 6 months onsite review for new Coordinators). Includes interviewing the residents and Property Manager. Deliver 8 10 HUD required trainings per year. Provide daily guidance and on-call support. Update ownership and property mgt. on SC performance and SCs provide a year end report. Annual Resident Survey Quarterly Face to Face meeting with operators of Co-ops, SCs, and QA Provider 4

5 QUALITY ASSURANCE Southern California Thirty SCs meet nine times a year with QA Provider for 7-8 hours (includes travel) and are provided quality assurance technical guidance, trainings from outside agencies and participation with the other SCs in case studies. Cost is approximately $25 for lunch and travel. All SCs in states and cities other than those in Southern California participate in monthly web cam conference calls/gotowebinars and cover the same information and trainings presented in the Southern California meeting. 5

6 HUD DESK AUDIT On-site audit includes: File review; resident/manager interviews; review of resource directory and overall review of the quality of the SC program and other mandatory HUD compliance requirements. 2 Hour Training on How to prepare for a HUD Desk Audit and How to create a Q/A Binder. SC 101: UNDERSTANDING WHAT IS EXPECTED FOR A HUD DESK AUDIT AND HOW TO PREPARE Learning objectives 1. This webinar will prepare attendees for the periodic HUD Desk Audit Review of your Service Coordinator Program. 2. Gain a better understanding of the SC Review Form and how to use the SC Review Checklist. 3. Organize and create an all-in-one binder that has everything required for the HUD Desk Audit. 4. Help you document and organize training hours. 5. Addresses how to create your own system and organization for maintaining up to date HUD required documents. 6

7 GRANT ADMINISTRATION Administration of grant or program expensed to indirect costs and includes: Prepare Monthly Drawdown of HUD Funds. Review payroll and expenses. Prepare HUD Voucher by calculating amount to be drawn each month. Process drawing of funds through HUDS LOCCS system. Provide required invoices and other back up documentation to HUD monthly. Ensure all HUD reports are submitted (Financial Statement, Grant Extensions and budgets). Payment and or processing of bills and invoices. GRANT WRITING Cost varies depending on the fund development project. Write SC grants or budget based HUD applications and can administer them if funding is received. Working with local banks to receive Community Reinvestment Funds. Train service coordinators and administrative staff on creating fundraising plans and learning how to make the ask to effectively reach annual fundraising goals or subsidize SC program. Teach SCs how to organize fundraising events and solicit in-kind donations. 7

8 EDUCATION Provide trainings at over a dozen national and local conferences focused on affordable housing and supportive housing/resident services/low income communities. Faculty member of American Association of Service Coordinators. Train and educate new QA Supervisors and Service Coordinators and help them set up internal QA programs. Provide Training to Property Managers at AHMA, CHFA and SAHMA. Deliver trainings to Coordinators on all required subject categories of HUD SC grant and trainings based on the needs of the SC and their community. ADDITIONAL SERVICES Develop and implement needs assessments to ensure the service needs of the community are met. Implement needs assessment during rehabilitation and new construction process. Work with resident committees, owners, city housing authority and other stakeholders to develop a plan of action for rehabilitation. Help effectively implement a needs assessment of the community, and ensure that the needs and the voices of the residents are heard while also understanding and working with the major stakeholders on the tactical needs of the project. Help to ensure there is an alignment between owners and existing community when planning and implementing planned course of action. 8

9 Madelyne J Pfeiffer, MSW, CFRE [email protected]