Applicant and Resident Interviews at HUD/Tax Credit Properties

A Guide to Interviewing for OwnersAugust, 2009

Owner responsibilities

Eligible families qualify and pay correct rent Correct Information Provided by Family Effective Owner Verification and Interpretation of

Information Provided Correct Application of Regulations and Owner

Policies

Owner responsibilities

Staff must learn to be skilled interviewersHelp families understand requirementsEffectively obtain necessary informationAbly record results

Conducting an interview successfully

Well Trained and Skilled StaffEffective Tools for Data Collection and Communication Interview Methodology Used by All Staff

During the interview

Pertinent information results from volunteered informationOpposed to just responses to questions

Display interest in the subject and what is being said Do not interrupt with unnecessary questions

The Interview

Professionalism involves a state of mind and a commitment to excellenceBe on time, professionally attiredBe fair in interactions with clients

If applicant perceives bias, they will be less likely to cooperate

Requirements for an effective interview

Verbal communication skills Interpersonal rapport-building skills Information gathering skillsListening skillsAnalytic and interpretive skillsKnowledge of regulations and owner’s policies and ability to apply them

HUD provided tools

98879887a9887/a Fact Sheet50059Lead Based Paint Disclosure (if applicable)Resident Rights and ResponsibilitiesHow Your Rent is Determined Fact SheetEIV and You Brochure

Tax Credit Provided Tools

State agency compliance manual

Recommended owner tools

Questionnaires Application Recertification Questionnaire Interview Checklist TIC Questionnaire

Verifications Income Asset Allowances

ApplicantSend landlord reference information when receive application If good, do credit and criminal backgroundPrint Sex offender check from DOJ website

Applicant

Review Application, credit and criminal, sex offender, landlord referencesPrepare for InterviewPrint Existing Tenant SearchDuring Interview, you complete Interview Checklist and TIC Questionnaire, review completed form with applicant/tenant and have them sign and dateHave them sign verifications

Make sure headings are completeCollect documentationAlways keep documents togetherGive a list of what you still need and a deadline

Keep a copy for yourself

Resident

At AR, resident should bring in Recertification Questionnaire At IR, when resident comes in to report, have the

resident sit down, print EIV, have them complete ‘Request to Recertify’ and ‘Source Document’ Complete Interview checklist, review with them and

have them sign and date Review EIV with resident and have them agree or

disagree Get verifications signed (make sure headings are

complete) Give resident a list of documents you need and

give them a deadline Make a copy for yourself

Always keep documents in order

C.A.V.E

Collection of complete InformationAnalysis to determine verification requirements and resolve discrepanciesVerification of the informationEducation of applicants and tenants of what is required and how the program works

C.A.V.E

Collection + Analysis + Verification + Education = Correct eligibility determinations, tenant selection determinations and correct rent determinations

The four phases of an interview

Phase 1 – Transition to the Interview Used to establish rapport and ground rules for

interview, as well as educate the person being interviewed

The four phases of an interview

Phase 2 – Information Gathering Focuses on Data Collection

The four phases of an interview

Phase 3 – Data Analysis Review Information Compare with other information Attempt to Reconcile inconsistencies Decide required verification and documentation

The four phases of an interview

Phase 4 – Closing The Interview Provide clear instructions regarding additional

actions family needs to take Respond to questions family might have

Preparing for the interview

Predetermined and practiced sequence of eventsChecklistAdvanced review of informationUse of appropriate verification and consent forms

Conducting interview

Phase 1 – Transition to the Interview Greeting and Warm Up Legal Identification Provide Overview of Program and Tenant Selection

Process Explain Types of Information Applicants are

Required to Provide Explain how Information will be Used and Maintained Explain Verification Process Explain Importance of Complete and Accurate

Information Explain Consequences of False or Incomplete

Information Ensure Everything has been Understood

Conducting interview

Phase 2 – Information Gathering Confirm Information on Application When N/A – ask applicant to complete ‘yes’ or

‘no’ or other response as needed Don’t assume anything Avoid negative body language, facial

expressions or other expression of disbelief Collect needed forms and required signatures

Conducting interview

Phase 3 – Information Analysis What other information or documents are

needed What facts must be independently verified What facts require further explanation

Conducting interview

Phase 4 – Closing Interview Provide Written Instructions and Deadlines Provide Additional Information to Applicant Provide Appropriate HUD Fact Sheet Advise Applicant When a Final Decision will be

made

Resolving discrepancies after the interview is over

Do not automatically assume the family provided false informationBe prepared to discuss the discrepancy with 3rd party provider and family directlyMay be necessary to obtain additional documentsDocument basis for decision

Common mistakes in interviewing

Not allowing enough time Failure to establish rapport and ground rulesCommunicating distrust Failing to listen Failing to control the interview process Focusing on the paperwork and not the personGiving personal opinions Trying to be trickyCommunicating Disapproval Failure to make appropriate file notations

Passive listening

Eye ExpressionsFacial ExpressionsNoddingLeaning forwardResponses

M-hmm I understandReally That’s Interesting

Active listening

So what you’re saying is . . .Let me see if I understand . . . What you mean is. . .

PACING

Match your rate of speech to theirs (unless inappropriate)Adjust your volume to match theirs (unless inappropriate)Notice and use some of the same phrases as the personApproximate speaker’s gestures, without being obvious or mimickingApproximate speaker’s general posture

Body language

55% of communication is based on what we see38% is based upon sound7% is based upon meaning of words

Focus on current circumstances

Poor Question Are the same family members living with you

that were there last year?

Better Question What are the names of the persons living with

you now?

Types of questionsOpen Questions – better tool

Please tell me about Can you describe how you Please explain

Closed Questions Where do you work Do you have any other investments What is your savings account number

Probing Questions Can you explain what you mean by

Questions to avoid

Leading Questions You don’t have any income do you?

Double Negative Didn’t you understand that you shouldn’t have

done that?

Complex, Multiple Do you have a checking account or savings

account and what other income do you have?

What must be covered in an applicant interview – Par. 4-24.B.

Confirm and update all information provided on the applicationExplain program requirementsObtain family income and composition informationReview financial information on application and ask if any household member has any income listed in Exhibit 5-1 of handbook or any assets

What must be covered in an applicant interview – Par. 4-24.B.

Ask head, spouse, co-head and anyone 18 or older to sign release of information consentObtain declaration of citizenship Inform applicant of screening criteria, including existing tenant searchRequire head, spouse or co-head to provide written certification of disposal of assets

What must be covered in an applicant interview – Par. 4-24.B.

Require disclosure and verification of SSN’sAdvise family HUD will compare informationTell family final decision cannot be made until verifications are completeProvide each applicant with a copy of appropriate HUD Fact Sheet

What must be covered in an applicant interview – Par. 4-24.B.Provide each household with EIV and You and Resident Rights and Responsibilities Brochure Inform family that it is illegal for owner to discriminate against persons with disabilities Inform all applicants of housing for elderly or disabled about rules on owning pets

INTERVIEWING

The right skillsThe right tools The right attitude

Thank you for your attention.

Have a great conference.