Q&A
Processing times and challenges in CityFHEPS voucher implementation
0:40:36
ยท
165 sec
Commissioner Park discusses the average processing time for CityFHEPS vouchers and the challenges faced in implementing the program efficiently.
- The average time from package submission to move-out is about 24 days.
- There is variation around this average, with some cases taking longer due to various issues.
- The most common source of delay is returning packages to providers due to missing or inaccurate information.
- The agency is focusing on reducing return rates through provider training and process assessment.
- A balance is needed between quick processing and necessary diligence (e.g., verifying landlord ownership, conducting inspections).
- The agency is working on streamlining the process while maintaining necessary safeguards.
Diana Ayala
0:40:36
Perfect.
0:40:37
I wanna, note that we've been joined by council member Banks and council member Olsay was here a few minutes ago.
0:40:46
What was the average time between voucher eligibility and move in into an apartment in the previous and current fiscal year?
Molly Wasow Park
0:40:52
Yeah.
0:40:53
So starting the clock from the point in time that we got the package say that that this is data that we now are tracking on a regular basis.
0:41:13
I have I've testified about timelines before, in front of you beforehand, and have had to use samples that we manually, that we pulled and did manual accounts.
0:41:23
We now have a, I'm now looking at this every single week.
0:41:27
So we it's it's from submission to move out is is on average about 24 days.
0:41:32
I will fully acknowledge that there is variation around that average.
0:41:36
There are issues that happen, and we take those very seriously, and we, both troubleshoot and use that to inform, changes in process going forward.
Diana Ayala
0:41:46
When there are issues, what is the I mean, I'm hoping that that that is that those numbers are minimal, but what what is the longest amount of time that a person has had to wait?
Molly Wasow Park
0:41:59
I don't know that figure off the top of my head, but I will say the the most common source of of delay is, when we return packages back to the provider.
0:42:08
Right?
0:42:09
So something is missing, something is in is inaccurate.
0:42:13
And we know that our I mentioned this a little bit in our testimony, we know that our return rates are higher than we would like.
0:42:18
That is a pain point for us and something that we're really focused on.
0:42:22
We have done an enormous amount of training with providers, to try and and, assist them in in putting together higher quality packages.
0:42:33
We are still not there yet, which is why we're going through this 3rd party process assessment.
0:42:38
Wanna be looking if there you know, what are things that we should be changing on our side?
0:42:42
Is there are there particular documents, forms, pieces of information that we require that are, that are pain points, you know, there's a trade off.
0:42:52
You know, one of the we ask for a deed, for example, because there were instances where people represented that they were landlords, in fact, did not own the building, and we paid the wrong person money.
0:43:04
Right?
0:43:05
So we do an inspection because we don't want people moving into substandard conditions, but there's always a trade off between, how quickly we move and how diligent we are.
0:43:15
So we wanna make sure we're getting that right and not asking for too many things.
0:43:19
So that is an ongoing and iterative process.