Housing Resource Center

Projects

MyHome MyCoast
Resource is partnering with State and local groups in Mississippi to provide program management and Contact Center services to residents of the lower six (6) counties of the Mississippi Gulf Coast. Resource designed and is hosting a customized web-based project management database being used by multiple nonprofit counseling agencies, dozens of housing counselors, and the program manager. Through a statewide marketing effort, residents of Mississippi and surrounding states are being informed of the grant and loan program and instructed to register for the program via a toll-free number. Resource Contact Center personnel review program information, conduct initial intake including household and income information, and assign the applicants to a local agency for individual counseling. The Contact Center calls applicants to perform customer satisfaction surveys and to perform quality control to ensure attainment of program goals and objectives. The Resource database tracks all phases of a household's progress through the program-from initial intake to qualification to loan funding and home purchase. 		Alternative Housing Pilot Program
Resource Contact and Data Center has designed a customized project management database and reporting system to support, and serve as the program management operations hub for, the FEMA Alternative Housing Pilot Program (AHPP) in the State of Louisiana. Resource services included system planning and design, programming and hosting of a fully-integrated client intake, verification, tracking and reporting system serving all participants and case managers of the FEMA AHPP in the State of Louisiana. Resource also provides Contact Center services to support program operations. Resource Contact Center personnel review program information, conduct initial intake and verification including household income information, credit and eligibility checks, and assign applicants to a local agency for individual counseling. The Resource database system tracks all phases of a household's progress through the program-from initial intake to eligibility/qualification to rental or purchase of a home.
LA Business Recovery Loan & Grant Program Phase II
Resource provided Call and Data Center Services to Enterprise Corporation of the Delta ("ECD"), one of the financial intermediaries on Phase II of the Louisiana Business Recovery Loan and Grant Program. Resource designed a customized scheduling tool and received inbound calls to schedule Louisiana businesses with ECD loan officers in affected parishes. Contact Center personnel also performed initial eligibility screening and provided project-specific reporting to ECD. 		MS Homeowner Assistance Program Phase II
Resource developed and hosted a customized web-based software solution and initiated Contact Center and data management activities to schedule persons for voluntary appointments with case managers. Resource interacted with clients on a variety of call types related to both required and voluntary scheduling sessions: scheduling calls, customer satisfaction surveys, follow-up calls, reminder calls, and FAQs. Resource also assisted in locating hundreds of individuals and families who began - but did not finish - the application process.
MS Small Rental Assistance Program Phase II
Resource expanded its services to ECD by rapidly customizing its existing scheduling tool and Contact Center services into a unique module/service to schedule appointments for potential participants in the Mississippi Small Rental Assistance Program. 		MS Economic Policy Center
Resource partnered with the Mississippi Economic Policy Center ("MEPC") on a short-term survey project to evaluate the remaining housing needs along the MS gulf coast. Resource designed and implemented an integrated IT/Contact Center solution in one week to capture this valuable data for MEPC.
Navigating the Road to Housing Recovery
Resource partnered with NeighborWorks® America and the FDIC to assist disaster victims through consumer information sessions occurring throughout the Gulf Coast region (website). Resource's role in this effort was to provide web programming and data management services as well as supporting Contact Center services for this project. 		Disaster Recovery / Maintenance Processing
Shortly after Hurricane Katrina, Resource was tasked with receiving and processing maintenance work orders and monthly preventive maintenance inspections for FEMA temporary housing units located on private and group sites. By February 2006, the call/data center grew to include approximately eighty (80) employees working around the clock 24x7 in shifts. Resource received and processed approximately 140,000 maintenance calls and managed the data on monthly preventive maintenance inspections for over 23,000 trailers. In addition to inbound calls, Resource provided outbound call services, reminding tenants of monthly inspections. Working in a disaster-relief environment, Resource's Call and Data Center group adapted quickly to ever-changing needs and successfully demonstrated the ability to scale up and down quickly as the number of FEMA trailers changed rapidly.