Group Coordinator Best Practices

1. Group Coordinator Best Practices Presented By: NCALL Research, Inc. Updated July 2011

2. Throughout this slide presentation, NCALL’s recommended “best practices” will be notated with a *BP.

3. Group Coordinator Responsibilities The Group Coordinator’s job duties and responsibilities are crucial to the success of the program. They include: • Locating and screening participants • Packaging 502 loan applications • Preparing families for the construction phase and homeownership • Helping to track their progress during construction If one of the duties is not fulfilled, the entire program can be put in jeopardy!

4. The Group Coordinator needs to read and know: The 502 Loan Processing Guide Pre-Construction Meeting Guide Rural Development SHARES Manual

5. Typical Job Responsibilities Outreach and recruit LI & VLI families Prepare 502 Rural Housing loans applications for submission to RD Organize associations of participants for construction Hold preconstruction meetings with participants Counsel applicants on eligibility for the program

6. Act as primary liaison between participants and RD Encourage maximum participation during construction Resolve individual/group problems Maintain proper records, including SHARES Assist RD with other program issues, if necessary

7. Fair Housing

8. Introduction • The right to fair housing is set by law • Training in this area is crucial • Effects every staff person in the self-help program • Right to fair housing enforced by formal complaint process, litigation, testing and monitoring • Lack of knowledge is no excuse

9. The Fair Housing Act • Prohibits discrimination because of: • Race or color • National origin • Religion • Sex • Familial status • Handicap / Disability • Covers most housing, definitely federally financed • Law effects sale and mortgage

10. Other Applicable Laws Know that housing laws exist and must be enforced. Such laws include: • Title VI of the Civil Rights Act of 1964 • Section 504 of the Rehabilitation Act of 1973 • Age Discrimination Act of 1975 • Title II of the Americans with Disabilities Act

11. Section 109 of the Housing and Community Development Act of 1974 • Title VIII, Title VI • Record keeping requirements: racial & ethnic data ((1901.202(g)) Helpful Websites: HUD: www.hud.gov USDA: www.rurdev.usda.gov

12. Affirmative Fair Housing Marketing Plan HUD Form 935.2b, required for self-help program Follow instructions Use accurate information Marketing plan designed to attract those “least likely to apply” Special outreach for those groups required Plan approved and monitored by Rural Development Plan needs to be posted in a prominent location Fair Housing Marketing

13. Fair Housing Advertising • To comply with Fair Housing Act requirements must be met • No discriminatory or limiting words or phrases allowed • No selective use of media and models which can lead to discriminatory results • Use fair housing policies and practices • All advertising for real estate must contain the equal housing opportunity logotype, statement or slogan For further details, see Guide.

14. Equal Housing Opportunity Logotype - • Equal Housing Opportunity Slogan • “Equal Housing Opportunity” • Equal Housing Opportunity Statement • “We are pledged to the letter and spirit of U.S. policy for the achievement of equal housing opportunity throughout the Nation. We encourage and support affirmative fair housing advertising and marketing program in which there are no barriers to obtaining housing because of race, color, religion, sex, handicap, familial status, or national origin.”

15. Participant Selection and the Membership Agreement • *BP Two ways to ensure that all fair housing laws are being followed • Consistency • Documentation • A person with a disability cannot be denied the right to participate in the Mutual Self-Help Housing Program • RD and grantees are to make reasonable accommodations which allow someone with a disability to participate

16. “Participating family” definition allows substitute labor with prior approval by State Director • In reward and punishments participants should be treated equally • Follow rules in Membership Agreement, always

17. Identifying and Solving Potential Fair Housing Problems • Contact Rural Development or HUD immediately • Use mediation and all available resources • Understand the complaint process • Complaints must be filled within one year • Either HUD or RD may investigate • Try to reach a conciliation agreement • If agreement breached, further legal action taken

18. Additional Resources • Various fair housing training materials exist • HUD’s Fair Housing Information Clearinghouse has brochures, videos, PSAs, posters • Rural Development can also provide materials and training

19. Stay in Compliance • Review the Affirmative Fair Housing Marketing Plan every quarter to insure compliance • Enforce Fair Housing Advertising requirements • Display Fair Housing Posters as required by RD • Questions should be addressed to State Civil Right’s Coordinator

20. *BP Know Your Role The Group Coordinator CANNOT decline or approve an applicant! The Group Coordinator CAN counsel participants about if and when their application should be submitted Group Coordinators are not lawyers and should not provide legal counsel Do not make decisions for a client, just educate them

21. Participant Recruitment & Program Marketing

22. *BP No matter what happens, remember these three rules: Do not get discouraged Try something new Plan ahead Introduction

23. Begin to Develop Recruitment Plan The 1st group of families should be ready to close their loans and start building Investigate what was done in past Review the Affirmative Fair Housing Marketing Plan Carry out the strategies laid out in this document (where to advertise, who to contact) RD may conduct a review at the end of the grant

24. Developing a Recruitment Plan Step 1 - Know Your Target Market Where is your targeted market located? Work, church, home, clubs, PTA, etc. What media reaches them? Radio, TV, newspaper, etc. Where do they go and when? Laundromats, gas stations, grocery stores, restaurants, daycare, community events Who are your community partners? Social service agencies, lenders, rental agencies, realtors

25. Ask the people who respond to recruitment efforts Ask social service agencies Step Two – Analyze the Information Review the data collected to determine where and how to reach most families

26. Step Three – Investigate Contact organizations, employers, churches, radio stations, newspapers, etc. Get the word out about your program! What are your costs? Are there other FREE methods available?

27. Step Four – Plan and Make Decisions Can you delegate tasks? Do you have to do everything yourself? What are your time frames and dates for objectives? Cost is also very important. What does your marketing and advertising budget look like? How can you make your program its most effective? Refer back to “Recruitment Methods” for some ideas

28. Step Five – Develop a Message Before contacting the media or producing brochures, know what you want to say The message is not and should not be intended to tell everything about the program. All advertisements must have the equal housing opportunity logotype or slogan on them

29. Five elements of a good message: • Attract Attention – Create interest • Stress Advantages & Benefits of the Self-Help Housing Program • Prove What you Say is True • Persuade • Ask for Action

30. Attract Attention • An “Attention Getter” is needed to create interest • Could be a photo • Use of color • Exciting statement or question

31. Stress Advantages and Benefits • Product – the home itself • Price – Low cost of the home, Low interest rate, Families save money • Self - Learning skills, improving their life, becoming independent Make a list and prioritize the benefits for your potential participants. 31

32. Benefits of Self-Help Housing Means different things to different people Decide which aspects are important to your targeted market Incorporate these aspects into the message Do not incorporate too many benefits

33. Sample Chart of Potential Benefits Self – Stress Improvements • Sense of accomplishment • Independence • Improving yourself • Doing better for yourself • Security. Happiness. • Better, safer environment for family • Develop construction/maintenance skills Price – Stress Value • House payments based on ability to pay • No down payment • Save money • Affordable financing • Best financing in the country for new construction Product – Stress Advantage Modern convenient, well built Energy-efficient Quality materials Maintenance free Designed to meet your needs Modern appliances

34. Prove What You Say Is True Four tactics can be used: 1. Testimonials – Past client speaks of benefits 2. Comparative quality – Comparison between self-help home vs. contractor built home 3. Reputation - If your organization has a good reputation in the community, use it 4. Successful Performance – After 1st group is complete, potential families and community members see successful program and nice homes

35. Persuade Get the potential participants to grasp that they can enjoy the benefits and rewards of becoming a successful homeowner

36. Ask for Action Call today Coming by our office Attending the community meeting Mail in a coupon, etc. Make it easy Always be prepared

37. Recruitment Methods to Try Newspapers – Both daily and weekly, try free and paid advertising, featured article, ad positioning is critical, classified adds great in some areas, activities announcements Radio - paid ads, PSAs, talk shows, interviews Television - featured on the local news, local community forum programs or PSAs

38. Flyers, Posters, Handouts - simple, easy to read, attractive flyers for public distribution in RD offices, stores, laundromats, CAP agencies, social service agencies, community bulletin boards, restaurant, etc. Brochures – can be the best marketing tool used, place in supermarkets, laundromats, restaurants, waiting areas, public service facilities Direct Mailings - can be expensive, may be more rewarding, church mailings, waiting lists for subsidized rental housing, enlist assistance of social service agencies, AFDC agencies and local employers

39. Community Meetings Trade Shows, Human Service Fairs, Mall Exhibits, Community Fairs - consider time and effort needed Organizations, Colleges, Trade Schools, Headstart, Migrant Education Centers Community Action Agencies (CAA) Churches

40. Local governments – referrals for families, land, grants Local employees - post brochures on their bulletin board, stuff employee paycheck envelopes, or set up a table in the break/lunch area Contact members of low-income apartment complexes Host a tenants’ meeting Ask to distribute letters to persons on waiting lists for subsidized rental housing Meet with a core group of social service repr., brainstorm on how to reach families

41. *BPRecruitment Methods Try many options to determine what works best for you Stay in contact with the local media Try the classified ads! Radio stations – morning program usually have a larger target listening area TV – try to get a local featured interview. Public service announcements (PSA) are free – use them! Paper distribution - Flyers, posters, handouts, brochures

42. Market Research Eliminates trial and error in recruitment Know which methods worked best and are reaching target market Survey those who have responded to recruitment efforts Continuously review and revise strategies to keep activities alive Your goal should be to have “word of mouth” work for you

43. The News Release Major vehicle for communicating with the media Knowing the purpose, design and uses for them can improve your chances of getting published *BP Send a “thank you” note for any publicity your agency receives

44. The following guidelines should be useful: Decide on the message – must be interesting to target market Select the media – message and intended audience usually drives which media to use Put it in writing – prepare a properly written release Mail to the right person Mail by thedeadline

45. Content of the Release Familiarize yourself with chosen publication Select information of interest Remember the 5 “W”s – Who, what, when, where, why …and sometimes how Be sure that they are all in the story

46. News Release Tips Keep it brief Write in a simple, factual style Avoid opinions Don’t make assumptions Be accurate Make the story interesting

47. FACTS DETAILS END Structure of a News Release Rule #1 - Keep sentences and paragraphs short and clear Rule #2 – Place all facts at the beginning of the story with quotes *BP News story sentences should be 16-21 words long. Paragraphs rarely should consist of more than three sentences.

48. Other Media Tips When the media calls: Be certain of who is calling and from where Know the reason for the interview Know your facts or refer him/her to the right person It is ok to get back with them on information

49. Develop a list of key points Make time for the interview or arrange to call them back Do not answer questions that would violate confidentiality rules, legal restrictions, or agency policy Do not say “no comment”, explain why you cannot comment Be clear and polite

50. During the Interview Say things that the interviewer will remember Always tell the truth If you do not know the answer, say so...Offer to get back with them the answer and do so ASAP Personalize your answers Avoid jargon Only state your agency’s position Rephrase negative or objective questions