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