A GUIDE TO INTERVIEWING FOR OWNERS OF HUD …

A RHIIP Training Program

August 2009

A GUIDE TO INTERVIEWING FOR OWNERS OF HUD-SUBSIDIZED

MULTIFAMILY HOUSING PROJECTS

"The right benefits go to the right persons"

A RHIIP Training Program

A GUIDE TO INTERVIEWING FOR OWNERS OF HUD-SUBSIDIZED MULTIFAMILY HOUSING PROJECTS

PART I PART II PART III PART IV PART V PART VI PART VII

PART VIII PART IX

PART X

INTRODUCTION. . .

KEYS TO SUCCESSFUL INTERVIEWS . . .

GUIDELINES FOR INTERVIEWING . . . CONDUCTING THE INTERVIEW . . . QUESTIONS AS INTERVIEWS TOOLS. . . INTERVIEWING PERSONS WITH DISABILITIES . . . QUESTIONS ON THE INITIAL APPLICATION/RECERTIFICATION FORMS . . . SPECIAL SITUATION: ZERO-INCOME FAMILIES . . . POLICY ISSUES AFFECTING DATA COLLECTION AND PROGRAM INTEGRITY . . . SUMMARY . . .

. . .4-1 . .4-3 . .4-7

. . .4-10 . .4-21 .4-26

.4-30 . . .4-34

. . .4-36 . .4-38

HUD Office of Multifamily Housing Programs

August 2009

A RHIIP Training Program

PART I INTRODUCTION

Owner Responsibilities

? The essence of the responsibility of every owner of a HUD-assisted housing development is to ensure that eligible families lease the correct units and pay the correct amount of rent.

? The most important contributions to the correct determination of eligibility, rent and subsidy are: - Correct information provided by the family - Effective owner verification and interpretation of the information provided - Correct application of HUD regulations and policies by the owner

Correct Information Provided by the Family

? The family must provide complete and accurate information in an initial application and at each interim and annual recertification.

? The family must be willing to disclose the information. But just as important, the family needs to understand what information the owner needs to collect and be given the opportunity to provide the necessary information in an effective way.

? The owner must provide applications and other data collection forms that are user-friendly for family members and for the staff that will assist families to complete them. Staff must learn to be skilled interviewers who can help families understand the requirements, effectively elicit the necessary information, and can ably record the results.

HUD Office of Multifamily Housing Programs

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August 2009

A RHIIP Training Program

Correct Verification of the Information Provided

? Owners/agents are responsible for verifying the information provided and using it in compliance with HUD requirements and project policies.

? This requires owners to obtain written legal authority from the family to verify all factors that affect eligibility and rent determination. It also requires effective data collection (verification) forms that ask the right questions of third party verification sources. Finally, staff must be able to apply their interviewing skills to conversations with verification sources to clarify or supplement information that has been provided in writing.

Correct Application of HUD Rules and Policies

? Rules for the subsidized housing projects are numerous, and sometimes complex.

? The challenge for owners is to create a system - policies, procedures, questions, formats, interview tools - that adequately reflects the HUD requirements and ensures that the owner follows those requirements fairly and consistently. Owners that rely primarily on a family's voluntary disclosure of information will find that not all applicants, even willing ones, provide complete and accurate information. In addition, all owners do not collect the data needed to achieve the desired results.

HUD Office of Multifamily Housing Programs

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August 2009

A RHIIP Training Program

PART II KEYS TO SUCCESSFUL INTERVIEWS

Overview

? The guide focuses on the interview process and provides concepts and tools that will aid interviewers in their work.

? The principles discussed in the guide will apply to all formal interview settings such as initial eligibility interviews, interim recertifications and annual recertifications. The primary emphasis will be on the initial eligibility interview because it is so critical to the housing process

? However, it's important to note that good interviewing skills also are helpful in the normal course of doing business. Sound interviewing principles apply when someone calls an owner (or HUD) to report fraud or some type of misconduct. Interview skills are needed in cases when an owner must contact a third party for oral verification or to resolve a discrepancy.

? The ability to interview plays a key role for everyone who must interact with others whether their role is problem solving, providing training, or providing technical assistance.

? To be successful in conducting interviews, owners must have: - Well-trained and skilled staff to conduct the interviews - Effective tools for data collection and for communication with those to be interviewed - An interview methodology that is used by all staff who conduct interviews

The Role of the Interviewer

? Effective interviewers are talented at human interaction. They are the type of people with whom others are willing to share information. This is in part due to the interpersonal environment they create with others.

? During the interview, much pertinent information results from volunteered information, as opposed to just responses to a specific question. Good interviewers display interest in the subject and in what is being said. They do not interrupt with unnecessary questions.

HUD Office of Multifamily Housing Programs

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August 2009

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