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Housing as a Platform for
Success
Resident Services Coordination
A Resident Services Coordination System includes all
functions tied to the coordinated mission to
implement resident services in affordable housing
rental properties, including:
• Corporate and site-based staff
• Funding
• Technology systems
• Services and programs
• Research and evaluation
• Organizational knowledge
• The tools necessary to support resident services
What is CORES?
The Certified Organization for Resident Engagement &
Services (CORES) Certification
Recognizes owners that have developed a robust commitment,
capacity, and competency in providing resident services
coordination in affordable rental homes.
www.CORESonline.org [email protected]
CORES Certification
• CORES Certification applies to the organization,
covering the entire portfolio, for five years.
• CORES certification is one requirement for eligibility for Fannie Mae’s Healthy Housing Rewards - ERS financing.
• CORES has recently been included in two state LIHTC QAP applications
• CORES has also developed a property-level certification (an ERS Property Certification) for organizations seeking financing with Fannie Mae.
• Organizations would first get CORES certified and then could apply for an ERS Certification for a specific property where they are seeking ERS financing from Fannie Mae.
Desired Outcomes – CORES Initiative
• Start to establish guidelines, common language and
standards for resident services
• Continued culture and systems change at the
practitioner, policy maker, and investor level
• Stable funding for resident service coordination and
implementation
• Demonstrated the impact of stable affordable
housing enriched with services
Resident Services Coordination Models
Direct Model
• Affordable housing owners retain direct responsibility for the management, delivery and implementation of RSC.
Hybrid Model
• Affordable housing owners contract with an unrelated third party entity (property management company/other services organization) to staff on-site RSCs/staff.
• The owner still retains leadership, management, and support capacity for RSC at their properties
Third Party Model
• An owner may contract with an external (third party) organization to provide all aspects of RSC (management, delivery, implementation of RSC) at property/ corporate/ regional levels.
• Third party services may be provided for one owner or for multiple
• Third party organization would gain certification (not the owner)
CORES Certification
• Certification lasts for 5 years
• Approximately 50 questions in the application (regardless of the RS Model). These can be found on the CORES website along with our scoring rubric.
• Variety of formats: Text Boxes, Drop Down, Select All, Requested Documents, Required Documents
• Will be asked for information about organizational staffing structure and some information about affordable housing/resident services portfolio.
• Most questions deal with organization’s demonstrated process and approach to RS Coordination
• There are 9 threshold/minimum requirements that come form the framework for a system of RS Coordination
9 CORES Threshold Requirements
• 3+ Years of Experience as a Multifamily Housing Provider
(Direct or Hybrid)
• For Third Party Model, must have 3 years experience as
third party provider
• Must fit one of the models: Direct or Hybrid or Third Party
• 3+ of Experience with Resident Services Coordination
• RS Coordinator Staff & Coordination at more than one
property
• Strategies for addressing low participation rate of residents
CORES Required Documents
Community Scan
Updated at least once every 6 years
Resident Opportunities &
Needs Assessment
Updated at least once every 3 years
Property Services Plan
Updated at least once every three years
Resident Indicators & Analysis Report
Updated every year
*All four documents should be from the same one selected property
CORES Required Documents (continued...)
Community Scan
Updated at least once every 6 years
Resident Opportunities &
Needs Assessment
Updated at least once every 3 years
Should include:
1. A review (identification of) existing local amenities, services, community assets, potential partners, and other resources in the larger community
2. Analysis of the quality of these community resources, prior to the delivery of programs and services
Should include:
1. Analysis of the aggregated demographics/data available for the residents of the property
2. Direct feedback (i.e. interviews, surveys, focus groups, etc.) from the residents
3. An explanation of how the information in the assessment was obtained
4. Analysis showing what was learned
CORES Required Documents (continued...)
Property Services Plan
Updated at least once every 3 years
Resident Indicators & Analysis Report
Updated every year
Should include:
1. The desired goals
2. A description of the resident services program
3. Strategies to address language, cultural & other potential challenges
4. Who provides the services
5. Staffing model and partnership description (if applicable)
6. Funding description
This report should:
1. Show value and/or impact of services on residents
2. Demonstrate analysis of the organizational impact
3. Provide the organization with the information necessary to determine if the services should continue or be altered to attain desired goals
4. Align with the Property Services Plan
Required Documents Fit in the Framework
Required Documents Fit in the Framework
Decision to
Provide
Services at a
Property
Organizational
Goals for
Resident
Outcomes
Assess
Community
Need,
Resources,
Providers
Documents: Organizational Chart
Privacy Protocols for Storing Data Electronically
RSC Job Description *
Organizational Goals, Theory of Change, or Logic Model
Example Completed Community Scan *
Items with “* ” are REQUIRED
Required Documents Fit in the Framework
Items with “ * ” are REQUIRED
• Example Property Services Plan *
• Example MOU/ Service Agreement
• Community Scan (if not already completed) *• Resident Opportunities & Needs
Assessment*
• Example Resident Indicators and Analysis Report (Single Property)*
• Example Impact Analysis Report (multiple properties)
CORES Rubric Score Cards
Org. meets ALL
threshold requirements
Org. meets minimum points in
each section
Org scores minimum of
40 points across all sections
CORES Application & Review Process
PrescreeningApplication Submitted
Application Review Approved/Denied
CORES Staff Reviews & Scores Application
CORES Staff make recommendation
(Full Certification, Provisional Cert, or Denied Cert)
Scorecard & Summary Analysis shared with 3
members of Peer Review
Peer Review Committee members review and
concur/disagree
Reviewed by CORES in 3-5 business days
Approved & eligible for
ERS financing
Approved but ineligible for ERS financing
Ineligible
Given access to full cert.
application
Directed to PayPal portal
Receive email notification
Payment received
Org. completes CORES Application
CORES Staff reviews committee’s feedback; applicant is notified of
application status by email
If denied: option for written appeal
Reviewed by full Peer Review Committee
*4-6 weeks for review
• Threshold Requirement - Section 3.4 – All projects must provide services appropriate to the project
population (family, senior, disabled, or supportive) throughout the compliance period or loan term.
Applicants must outline how they will address a number of criteria for providing coordinated services.
(See Multifamily Rental Financing Program Guide for specific guidance)
• Competitive Points - Section 4.4.4 – Projects can earn up to eight (8) additional points for robust
resident services coordination. Applicants must develop and submit project-specific documents that
demonstrate their capacity and commitment to providing services at the property.
• To demonstrate this capacity and commitment, applicants must identify one or more tenant service
providers of on-site or community services. In addition, applicants must submit a number of documents
that describe the population being served, property-level partnerships, funding, goals and measurements,
conflict management policies, and privacy protocols for storing tenant information.
(See Multifamily Rental Financing Program Guide for specific guidance)
OR
Applicants can meet BOTH the threshold requirements and earn the competitive points by getting a CORES Certification or comparable DHCD-approved certification
Using CORES to meet MD DHCD’s QAP Tenant Services Requirements
Q & A and Contact Information
Visit: www.CORESonline.org
Contact: [email protected] with
your questions
For questions about Healthy Housing
Rewards ™ and Fannie Mae
Multifamily Affordable Loans:
Visit:
www.fanniemaemultifamilyaffordable.com
Healthy Housing Rewards™:
www.healthyhousingrewards.com
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