Housing Counseling Process Evaluation and Design of ... - HUD User

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Exhibit 7-10. Methods of Client Follow Up Employed by Counseling Agencies 80% 70% Share of Agencies Reporting Using Specific Method Averaged Across All Types of Counseling Services 72% 60% 50% 40% 30% 20% 40% 32% 22% 22% 21% 10% 10% 0% Telephone In Person Mail Survey E-mail Other Contact with None Interview Other Service Providers Source: Abt Associates survey of HUD-approved counseling agencies. Note: Based on survey responses of 1,095 agencies. By asking about methods agencies used to follow-up with different types of education and counseling clients, we were able to examine whether the methods used vary by the type of client. However, we did not find much variation in the approaches used for different types of clients. In general, agencies tended to use more methods of follow-up with both pre-purchase and delinquent counseling clients, on average reporting to use 2.3 different types of approaches, compared to an average of 2.0 different types for all other types of education and counseling clients. The use of email was less common for renter and homeless clients (11 percent) while reliance on information from other service providers was more common (28 percent) for these clients. Client Outcomes as Reported in HUD 9902 The HUD 9902 form asks agencies to indicate the outcomes realized among each type of counseling client. However, given the challenges of following up with clients and the lack of specificity about when, how often, and how follow-up should happen, the information on the outcomes of housing counseling reported to HUD is fairly incomplete, including significant shares of clients whose outcomes are simply that they are currently receiving or have completed counseling or whose outcomes are unknown. But while the outcome information from the 9902 data is problematic, it is the only systematic information that exists. This section presents aggregate 9902 data from FY 2007 on outcomes realized by five types of clients: Chapter 7. Client Characteristics and Outcomes 109
• Clients seeking pre-purchase homebuyer counseling; • Clients seeking help with resolving or preventing mortgage delinquency; • Clients seeking help converting home equity into cash or seeking better mortgage loan terms; • Clients seeking help in locating, securing, or maintaining residence in rental housing; and • Clients seeking shelter or services for the homeless. Since up to now 9902 data has been reported at an aggregate level for an agency and not at the client level, the data do not permit analysis of outcomes by different levels of service or different client characteristics of HUD 9902 data. As a result, our ability to interpret the outcome data is limited. In addition, we have limited ability to analyze trends in client outcomes over time because the reporting categories for the HUD 9902 have changed and because it is impossible to determine the extent to which changes over time in outcomes reflect changes in the characteristics of clients served and/or changes in agencies’ interpretations of the reporting categories. As a result, the information presented in this section provides only a snapshot of client outcomes as reported by agencies in FY 2007 for different types of counseling. A much richer description of client outcomes will be possible once HUD’s Agency Reporting Module (ARM) is operational and counseling agencies are using client management systems (CMS) to gather and report information on client characteristics and outcomes at the client level and thus permit analysis of patterns of service provision and outcomes for different types of clients. (The uses and implementation of CMS by the counseling industry and ARM are discussed in the final section of this chapter.) In addition, several major research studies of outcomes associated with pre-purchase counseling and with mortgage delinquency counseling are currently underway, with preliminary results expected as early as 2009. 39 Clients Seeking Pre-Purchase Counseling Exhibit 7-11 presents the outcomes reported in the HUD 9902 for clients seeking pre-purchase counseling in 2007. Of the more than 300,000 clients counseled in 2007, less than one-third had completed the counseling at the time of reporting. Most clients were reported to be still pursuing counseling and homeownership over varying timeframes. Only a small share of clients (4 percent) had withdrawn from counseling; for another 8 percent of clients counseling outcomes are not known. 39 These studies include: an experimental evaluation of a pre-purchase homeownership counseling program operated by Consumer Credit Counseling Service of Delaware Valley sponsored by the Federal Reserve of Philadelphia; a HUD-funded study of housing outcomes of pre-purchase homebuyers and homeowners seeking help to resolve or prevent delinquency or default; and an evaluation of NeighborWorks® America’s National Foreclosure Mitigation Counseling Program. 110 Chapter 7. Client Characteristics and Outcomes
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2 0 0 8 R e p o r t The State of th
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The State of the Housing Counseling
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Table of Contents Executive Summary
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List of Exhibits Exhibit 1-1. Exhib
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Exhibit 5-9. Exhibit 5-10. Exhibit
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Exhibit 8-10. Exhibit 8-11. Exhibit
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channeled through NeighborWorks ®
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How is housing counseling funded an
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counseling services from HUD-approv
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Current Challenges Facing the Indus
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standards are sufficient. Support f
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Ideally, intermediaries, SHFAs, and
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Chapter One. Introduction In 2007 3
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Exhibit 1-1. Topic Study Topics and
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Grant Applications Data The final s
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helping clients evaluate whether to
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Section 221 and 235 programs, that
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clients nearly doubled each year. A
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associated with increases in overal
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This last point highlights the fact
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Exhibit 2-6. Intermediaries and SHF
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Exhibit 2-8 maps the location of ea
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Key Challenges for the Industry The
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Chapter Three. Characteristics of C
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credit counseling responded to the
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Exhibit 3-4. Counseling Specializat
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Exhibit 3-6. Services Offered by HU
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Age of Organization and Housing Cou
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Agency Size Most housing counseling
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Exhibit 3-13. Distribution of the N
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Chapter 3. Characteristics of Couns
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Chapter Four. Intermediaries and St
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Organization Name Organization Type
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Exhibit 4-2. SHFAs Receiving HUD Ho
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Exhibit 4-3. Percent of LHCAs Recei
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National Credit Union Foundation (N
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Several organizations commented tha
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Exhibit 4-6. National Certification
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SHFAs provide some type of curricul
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allow counseling agencies to accept
Page 86 and 87: Chapter Five. Sources of Agency Fun
Page 88 and 89: Exhibit 5-1. Share of Total Funding
Page 90 and 91: Not surprisingly, the number of sou
Page 92 and 93: The next most common types of fundi
Page 94 and 95: Exhibit 5-7. Prevalence of Primary
Page 96 and 97: HUD’s strategy of spreading its a
Page 98 and 99: amount of available funding decline
Page 100 and 101: Our estimate includes all types of
Page 102 and 103: specialized training required for t
Page 104 and 105: Chapter Six. Characteristics of Edu
Page 106 and 107: the client with lenders. The follow
Page 108 and 109: approaches are identified as using
Page 110 and 111: Exhibit 6-4. Share of Clients by Ho
Page 112 and 113: while 24 percent conduct an informa
Page 114 and 115: financial literacy curriculum, focu
Page 116 and 117: Counseling to Resolve Mortgage Deli
Page 118 and 119: Exhibit 6-11. Share of Delinquency
Page 120 and 121: Forms of Assistance for Mortgage De
Page 122: counseling, and 20 percent have no
Page 125 and 126: “Funds for administrative respons
Page 127 and 128: Characteristics of Counseling Clien
Page 129 and 130: With respect to ethnicity, 19 perce
Page 131 and 132: Exhibit 7-7. Income Distribution of
Page 133 and 134: Exhibit 7-9. Percent of Agencies wh
Page 135: who purchased homes. Some agencies
Page 139 and 140: Exhibit 7-12. Outcomes for Clients
Page 141 and 142: Exhibit 7-13. Outcomes for Clients
Page 143 and 144: engaged in counseling at the time o
Page 145 and 146: To some extent, agencies with diffe
Page 147 and 148: ace, and 6 percent are two or more
Page 150 and 151: Chapter Eight. Characteristics of H
Page 152 and 153: Combining the counseling agency sur
Page 154 and 155: Exhibit 8-6. Race and Ethnicity of
Page 156 and 157: Exhibit 8-8. Educational Attainment
Page 158 and 159: Exhibit 8-10. Main Sources of Train
Page 160 and 161: scholarships, but primarily to its
Page 162 and 163: Exhibit 8-12. Significance of Staff
Page 164 and 165: The open-ended responses to the sur
Page 166: share of counselors with four-year
Page 169 and 170: NeighborWorks® foreclosure mitigat
Page 171 and 172: Although these changes have allowed
Page 173 and 174: Standardizing the Quality of Counse
Page 175 and 176: national counseling standards shoul
Page 177 and 178: Exhibit 9-2 shows the percent of ag
Page 179 and 180: discourage smaller agencies from pa
Page 181 and 182: communication between counselor and
Page 183 and 184: Increasing Funding for Housing Coun
Page 185 and 186: Of the 60 intermediaries and SHFAs
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Some of the ways that HUD could sup
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agencies who serve younger clients
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Exhibit A-1. List of Organizations
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Appendix B. Survey of HUD-Approved
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Survey Response Rate The survey fie
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Exhibit B-2. Response Rate by Agenc
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Survey of HUD-Approved Housing Coun
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Contact Information Please complete
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Homebuyer education workshops Post
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6. How many years has your organiza
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10. How many part-time employees ar
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Title/Position Percentage of time s
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PROGRAMMING NOTES: • PROGRAM SO T
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Section C. Organizational Relations
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Organization American Association o
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SOURCE OF FUNDING Foundations Natio
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Education or Counseling Service Pro
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30. What, if any, follow-up (by “
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PROGRAMMING NOTE: PROGRAM SO THAT Q
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38. Of your clients seeking counsel
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42. How problematic are the followi
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PROGRAMMING NOTES: • SHOW ALL SUR
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