Housing Counseling Process Evaluation and Design of ... - HUD User
Housing Counseling Process Evaluation and Design of ... - HUD User
Housing Counseling Process Evaluation and Design of ... - HUD User
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following the counseling, about 14 percent were not able to remain in their homes, <strong>and</strong><br />
outcomes were not known for the remaining 41 percent.<br />
• Overall, 54 percent <strong>of</strong> 110,000 HECM <strong>and</strong> mortgage refinance clients completed their<br />
counseling within the year <strong>and</strong> resolved their issue in some way, 4 percent were<br />
counseled <strong>and</strong> referred to another agency for help, <strong>and</strong> 12 percent were still receiving<br />
counseling. About 65,000 clients, or 60 percent <strong>of</strong> those that completed counseling, took<br />
out a HECM. Another common outcome is to have completed financial management or<br />
budget counseling.<br />
• Of the 380,000 clients that received rental counseling, about three-quarters completed the<br />
counseling, including about one-quarter that were referred to another agency for<br />
assistance. Of the clients that completed counseling <strong>and</strong> were not referred to another<br />
agency, about two-thirds remained in their current housing <strong>and</strong> one-third had found<br />
alternative housing or received housing search assistance.<br />
• Approximately 49,000 clients sought counseling on shelter or services for the homeless.<br />
Most completed counseling, but about half <strong>of</strong> those that completed counseling remained<br />
homeless as <strong>of</strong> the time the agency was last aware <strong>of</strong> their status, while half obtained<br />
permanent housing <strong>and</strong> half were referred to another agency for assistance.<br />
The final section <strong>of</strong> the chapter discussed the development <strong>of</strong> electronic CMS for the housing<br />
counseling industry. CMS are used to automate housing counseling processes including client intake,<br />
file maintenance, financial <strong>and</strong> credit analysis, outreach, client notification, <strong>and</strong> reporting. The most<br />
prominent CMS are Home Counselor Online <strong>and</strong> CounselorMax, but a substantial share <strong>of</strong> agencies<br />
use other systems or electronic databases. Very few rely exclusively on paper files.<br />
While the use <strong>of</strong> CMS holds much promise for improving the efficiency <strong>of</strong> counseling agency<br />
operations, the industry is clearly still in the initial phases <strong>of</strong> fully adopting these systems. Currently,<br />
many agencies struggle with using multiple systems to meet the needs <strong>of</strong> different funders <strong>and</strong><br />
different types <strong>of</strong> clients.<br />
Chapter 7. Client Characteristics <strong>and</strong> Outcomes 121
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