Communication is the single most important aspect of conducting any business. We can’t accomplish our collective goal of providing safe, quality housing to people without doing it often and well. Our role puts us right in the middle of multiple parties in the housing process: participants, case managers, and landlords. We’re a bit like air traffic controllers, directing traffic and ensuring we all make it home. We want to make sure you’re aware of the best ways to find the right people to speak with at our shop in the right situation and how to do it.
Web Site Team Page
The easiest and fastest way to find the team member that you need to communicate with is from the Team Page on our web site. There you will find the whole team, our roles, programs served and caseloads, where applicable. Most importantly, our direct phone lines and e-mail addresses are there.
Phone Calls vs. E-Mail
The very BEST way to communicate with us is via e-mail. Housing Specialists are often serving participants in their offices and aren’t always available to answer every call that comes in. Inspectors are in the field all day conducting inspections. Retrieving voice mails and returning calls is a priority for us. We commit to responding to voice mails within one business day provided we’re not out of the office. An e-mail will often get you a faster response, though. They’re also great for documentation!
We exchange a lot of paperwork in the programs – Requests for Tenancy Approvals, leases, contracts, notices and more. All the forms required for an assisted tenancy in our programs are provided to new program participants at the time of their initial orientation. However, you can also find these forms and many more on the Forms Central page of our web site. Once again, e-mail is the best way to get documents to us. Yes, you can still fax us too. You can send paperwork via mail and we’re always up for visitors. Come check out our new digs and meet us in person!
When to Communicate
Clearly, we’ll be speaking a lot when we’re assisting a participant to lease up a unit at your property to coordinate that process. During the tenancy, though, we need to keep the line of communication open. If you have questions around payments from HOM, you can call or email our Accounting Specialist. Housing Specialists are your point of contact around most everything related to the assisted tenancy.
Please remember that our agreement with you to assist the tenant requires that you provide us with copies of any and all notices served to the tenant. We’re here to support you and our participant to achieve a successful and long-term tenancy. We can’t do that if we don’t know about non-payment of rent or other compliance issues.
In the permanent supportive housing programs, there will be annual activities that require coordination and communication, including the participant’s annual recertification, the annual inspection of the unit and the facilitation of the lease renewal. Our Owner Support Department leads the inspection and lease renewal efforts.
Coverage and Supervisor Support
There will be times when we’re not available. We get sick and need time off just like everyone else. If you can’t reach someone, use the Team Site to reach out to a Supervisor or our Chief Programs Officer.
We can’t miss an opportunity to plug Padmission. If you’re already registered and have listed your property there, thank you. If not, you should really check it out. It’s super easy to set up your property and YOU CONTROL when you want to get inquiries from participants and case managers by managing your availability there. We also have a communication form in Padmission. Have suggestions on how to make it better? Send us a message right in the app and let us know what you think.
We occasionally post fun and interesting content on our social media channels and encourage you to connect with us there. Social media is not the place for us to conduct business, especially around client-specific issues, but it is a great place to have some fun and learn more about us and our mission to end homelessness. You can find us on Facebook, Twitter and LinkedIn.
Customer Service is Our Jam
We pride ourselves on having the most knowledgeable, professional, prompt and courteous team around. There’s nothing worse than needing assistance and dealing with someone who you can’t ever reach, doesn’t have the answers you need or doesn’t treat you as a valued partner. We love what we do, and we are committed to providing all our customers with an unparalleled experience in working with us. We’re not perfect, we get busy, and we have hard and bad days just like you. We show up every day, though, ready to work our tails off to get and keep people housed. We know we can’t do that without you, and we’re dedicated to partnering with you to make the promise of home a reality for everyone!