Navy Housing Referral Services (HRS) Process Model

March 2013

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ContentsHOUSING REFERRAL SERVICES PROCESS MODEL EXECUTIVE SUMMARY........................................................................3

HOME FINDING SERVICES CORE PROCESS.............................................................................................................................. 4

Government and Public-Private Venture (PPV) Home Finding Sub-Process...........................................................................5

Rental Partnership Program (RPP) and Community Home Finding Sub-Process....................................................................6

Lease Services Sub-Process................................................................................................................................................... 7

Showing Services Sub-Process............................................................................................................................................... 8

LISTINGS MANAGEMENT CORE PROCESS................................................................................................................................ 9

Listings Inventory Management Sub-Process........................................................................................................................ 10

Listings Inspections Sub-Process.......................................................................................................................................... 11

Rental Partnership Program (RPP) Sub-Process................................................................................................................... 12

Inventory Outreach and Management Sub-Process............................................................................................................... 13

ISSUE RESOLUTION CORE PROCESS...................................................................................................................................... 14

Complaint Inspections Sub-Process....................................................................................................................................... 15

Landlord/Tenant Dispute Sub-Process................................................................................................................................... 16

Federal Fair Housing (FFH)/Discrimination Sub-Process....................................................................................................... 17

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Housing Referral Services Process Model Executive Summary

Housing Referral Services (HRS) supports Navy Housing’s mission to assist personnel in locating safe, suitable, and affordable housing. HRS is responsible for performing the following functions in support of this mission: (1) Home Finding Services, (2) Listings Management, (3) Issue Resolution, and (4) Customer Outreach. HRS uses a standardized process model (Figure 1) to articulate the Core and Sub-Processes that enable delivery of goal-aligned results or “outputs”. Each process is driven by a demand signal or “trigger” and each set of activities performed in response to the trigger results in an output. The following pages outline each process and sub-process in greater detail. Customer outreach is omitted from this set as research is ongoing to align this function to industry standards.

Figure 1: HRS Process Model Overview

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Home Finding Services Core Process

The Home Finding Services Function provides customer-focused services that result in the informed and efficient placement of customers into Public-Private Venture (PPV), Government-owned/leased, Community, or Rental Partnership Program (RPP) housing. This function entails providing home finding assistance to customers through the determination of needs and eligibility, processing of applications and letters of eligibility, placement on waitlists, referral to appropriate POCs, providing of listings, processing of allowances and allotments, and processing of full tour/loaner furniture. Reviewing and/or negotiating leases and providing showing and/or transportation services to customers to view available housing units are also performed as part of the Home Finding Services function.

Figure 2: Home Finding Services Core Process

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Government and Public-Private Venture (PPV) Home Finding Sub-Process

Activities that enable the provision of government and PPV home finding services in response to receiving customer contact for assistance include determination 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

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Rental Partnership Program (RPP) and Community Home Finding Sub-Process

Activities that enable the provision of RPP and Community home finding services in response to receiving customer contact for assistance include determination of needs and eligibility, processing of applications and letters of eligibility, providing of listings, processing of allowances and allotments, and processing of full tour/loaner furniture.

Figure 4: RPP and Community Home Finding Sub-Process

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Lease Services Sub-Process

Activities that enable the provision of lease services in response to receiving lease review or lease negotiation requests include assessment of requests, 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

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Showing Services Sub-Process

Activities that enable the provision of showing services in response to receiving showing service requests include assignment and scheduling of showing and transportation services to customers.

Figure 6: Showing Services Sub-Process

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Listings Management Core Process

The Listings Management Function includes internal operational and administrative activities that result in an up-to-date inventory of compliant housing. This function entails managing property listing inventories through the deletion, modification, and/or tracking of listings in housing databases (i.e. AHRN, eMH), conducting and documenting listings inspections, and managing the Rental Partnership Program (RPP) through negotiation/renewal of agreements and update of RPP property listings in housing databases. Performing inventory outreach and management activities designed to increase number of listings, including marketing strategy determination and implementation, are also performed as part of the Listings Management Function.

Figure 7: Listings Management Core Process

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Listings Inventory Management Sub-Process

Activities that enable the management of listings inventories in response to receiving change notifications include determining if listings require inspection and deleting, modifying, and/or tracking listings in housing databases (i.e. AHRN, eMH).

Figure 8: Listings Inventory Management Sub-Process

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Listings Inspections Sub-Process

Activities that enable conduct of listings inspections in response to notification of new listing or inspection requirement include scheduling/rescheduling and conducting inspections, notifying landlord of pass/fail, documenting inspection performance, and updating listings inventories in housing databases.

Figure 9: Listings Inspections Sub-Process

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Rental Partnership Program (RPP) Sub-Process

Activities that enable the management of the RPP in response to new, renewed, or modified RPP listings include counseling landlords on RPP and obtaining paperwork, completing listings inspections, negotiating/renewing RPP agreements and updating listings inventories in housing databases.

Figure 10: RPP Sub-Process

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Inventory Outreach and Management Sub-Process

Activities that enable inventory outreach and management in response to insufficient inventory of community housing listings include determining and implementing marketing strategy to obtain new listings and updating listings inventories in housing databases.

Figure 11: Inventory Outreach and Management Sub-Process

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Issue Resolution Core Process

The Issue Resolution Function provides customer-focused services that result in the resolution of complaints filed by landlords or tenants through negotiated settlement, mutually agreed-upon resolution, or legal action. This function entails conducting and documenting complaint inspections, providing landlord-tenant dispute resolution through meditation, negotiation, or referral, and providing Federal Fair Housing (FFH)/discrimination complaint resolution through assessment and preliminary investigation, referral, and listings updates for sanctioned properties.

Figure 12: Issue Resolution Core Process

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Complaint Inspections Sub-Process

Activities that enable the performance of complaint inspections in response to receipt of a complaint inspection request include: scheduling inspections with the appropriate parties; documenting physical condition of property; and completing, documenting, and briefing inspection results.

Figure 13: Complaint Inspections Sub-Process

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Landlord/Tenant Dispute Sub-Process

Activities that enable resolution of landlord/tenant disputes in response to receipt of a complaint from a landlord or tenant include: fostering resolution between landlord and tenant; reviewing, analyzing, and researching local, state, and federal statutes and past trends; providing mediation and negotiation between parties, achieving resolution or referring to appropriate authorities, and completing inspections reports.

Figure 14: Landlord/Tenant Dispute Sub-Process

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Federal Fair Housing (FFH)/Discrimination Sub-Process

Activities that enable resolution of FFH/discrimination complaints in response to receipt of a FFH complaint include: determining if dispute is federal jurisdiction and providing information to the state and local jurisdiction as necessary; performing preliminary investigation to determine validity and referring to HUD; identifying if sanctions are imposed and following local sanction procedure; removing affected properties from listings databases; and updating, posting, and briefing sanctions list.

Figure 15: FFH/Discrimination Sub-Process

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