FULL AGENDA PACKET_2021-05-04 - Laserfiche WebLink

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EXHIBIT 1 The Contractor shall SAHA's housing software, forms, letters, systems, reports and e-mail addresses. The format of all agency forms and letters sent to Housing Authority clients shall be approved by the Housing Authority. SAHA utilizes MRI HAPPY software. The Contractor logo shall appear on formal status reporting to the Housing Authority and monthly billings; all other materials produced by the Contractor will appear as though they are Housing Authority materials. The Contractor will use HUD's five levels of verification. Contractor will access EIV to verify income. When "Up Front Income Verification" is not available, Contractor will send employment verification forms to employers via fax, mail and email. If the Contractor is unable to obtain "Written Third Party" verification, the Contractor will contact the employer via telephone for an "Oral Third Party". HUD Waivers adopted by the Housing Authority in response to COVID-19 may also he used in lieu of the income verification hierarchy until such waivers expire. Notation of waivers used must be properly notated in file. The Contractor shall assign a Project Manager to act as the point of contact for the agency regarding the services provided. The Project Manager shall manage and supervise the completion of the services to include but not be limited to the following. • Supervise and conduct quality control reviews of each Contractor -assigned housing specialist's work. • A sample of 10% of annuals/interims processed on a monthly basis shall be reviewed by the Contractor's Project Manager. If there are errors found exceeding 2% an additional 5% shall be reviewed. • Communicate with the agency's contract managers for all HCV, Mainstream, and VASH programs to provide timely updates, so Contractor can ensure that all deadlines are met and all applicable agency policies and procedures are followed. • Provide Housing Authority with a monthly status report. • Troubleshoot issues on behalf on Contractor's staff such as IT issues related to remote access to systems, and coordinate with the agency's IT staff or contract managers directly in order to resolve such issues timely when necessary. Housing Authority of the City of Santa Ana City Council Page 11 5/4/2021