Santa Monica Santa Monica Housing Authority Housing Authority - - PowerPoint PPT Presentation

Santa Monica Santa Monica Housing Authority Housing Authority

Code for America Community Fellowship June

• November 2019

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TEAM TEAM

• Marie-Aimée Brajeux
• Project Manager
• Maile Malin
• UX Designer
• Barbara Collins
• Supervisor

CONTEXT CONTEXT

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Affordable Housing in Santa Monica Affordable Housing in Santa Monica

Limited Resources and High Prices Limited Resources and High Prices

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Average Rent / mth Los Angeles $2,530 Long Beach $2,113 Pasadena $2,588 San Francisco $3,733 Santa Monica $3,851

Community Wellbeing and Housing in Santa Monica Community Wellbeing and Housing in Santa Monica

The Wellbeing Index The Wellbeing Index

○ 26%worry about paying their rent or mortgage ○ 62%doubt their kids will be able to doubt their kids will be able to afford to live in SM afford to live in SM in the future ○ 40%of Latino residents and 37%of 90404 residents worry about paying worry about paying their rent or mortgage their rent or mortgage

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Section 8 in Santa Monica Section 8 in Santa Monica The Application Process The Application Process

Since January 2017 ▪ 19,000

19,000 pre-applications submitted

▪ 85%

85%

never received any further communication because they were ineligible ▪ 70%

70%

• f the almost 3,000 full application packets sent by SMHA staff were

never returned, the reasons why are unclear, ▪ 82%

82%

• f the processed full applications were ineligible

ineligible ▪ Overall, more than 95%

95%

• f pre-applications were ineligible

ineligible.

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Based on these numbers, we decided to focus on the application process for section 8 as a whole, rather than simply as a means to an end

• btaining vouchers.

We wanted to understand the experience of all understand the experience of all users users involved in the application process for section 8 in Santa Monica, not just those that

• btained a voucher.

Community Engagement Community Engagement Our Approach in Numbers Our Approach in Numbers

Over

100 100 community members reached and consulted 26 hours 26 hours of user interviews 4 4 presentations to local community groups 2 Staff workshops with over 20 20 attendees 3 product deliverables: 2 2 eligibility checkers (English and Spanish) 11 11 redrafted letters 1 website redesign

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Community Engagement Community Engagement

Santa Monica Residents and Program Participants Santa Monica Residents and Program Participants

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 Section 8

• Housing

Choice Voucher Program  Preserving our Diversity  Community Corporation Santa Monica

Community Engagement Community Engagement

Local Community Groups Local Community Groups

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RESEARCH RESEARCH

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Increase Eligible Applications Increase Eligible Applications Enable more eligible, low eligible, low- income individuals and income individuals and families living or working in families living or working in Santa Monica Santa Monica to apply for and

• btain housing assistance

through the section 8 voucher program.

Santa Monica Housing Authority’s Santa Monica Housing Authority’sGoals

Goals

Improve section 8 Application Process Improve section 8 Application Process Reduce Application Processing Reduce Application Processing Improve the department’s processing efficiency for the section 8 voucher program by reducing the number of reducing the number of applications that are applications that are automatically ineligible, automatically ineligible, or contain false information.

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Get Better Information Get Better Information How can users in need of housing assistance get clear clear and useful information about and useful information about the help available and how to the help available and how to access it access it ?

Community Community Goals

Goals

Improve S8 Application Process Improve S8 Application Process Reduce Stress and Anxiety Reduce Stress and Anxiety Looking for housing is already a stressful situation

• can the

search and application process search and application process be improved be improvedso it reduces reduces users’ stress and anxiety users’ stress and anxiety ?

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PAIN POINTS PAIN POINTS

What issues were found that increased the difficulty

• f achieving the goals?

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SMHA PAIN POINTS SMHA PAIN POINTS Not Enough Resources Not Enough Resources

Application verification = can’t be automated Manual correction of application errors S8 is only a fraction of the work

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“What do you know about Affordable Housing?” “What do you know about Affordable Housing?” ▪ Community Corporation! (Non

• profit developer)

▪ Isn’t it just “Section 8”? No information online

• City website doesn’t help

City website doesn’t help All knowledge is word word-of

• f-mouth

mouth

COMMUNITY PAIN POINTS COMMUNITY PAIN POINTS No idea, help, or hope No idea, help, or hope

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“

[Searching for affordable housing information] was difficult, I couldn't find was difficult, I couldn't find anything so I gave up anything so I gave up . CCSM's website is horrible, doesn't give you any information and is nonsensical.

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What was the experience like looking for What was the experience like looking for affordable housing? “ affordable housing? “[It’s] frustrating [It’s] frustrating

• never know what the steps are. It's hard to

never know what the steps are. It's hard to get into housing. [It’s] given to people out of get into housing. [It’s] given to people out of the city." the city." “We are driven out of the neighborhood" by “We are driven out of the neighborhood" by the rising costs of housing. the rising costs of housing.

THE COMMUNITY SAID: THE COMMUNITY SAID:

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“Most of them don’t know what “Most of them don’t know what to do. They have different to do. They have different questions: what do I do? Where questions: what do I do? Where do I go? Is there help out there? do I go? Is there help out there? All they know is from other All they know is from other friends and relatives who have friends and relatives who have also not received help.” also not received help.” Community Leader: “ Community Leader: “ People need to be educated… There’s a lot of things People need to be educated… There’s a lot of things people could learn, but they don’t know about it, unless I tell them, but I people could learn, but they don’t know about it, unless I tell them, but I can’t tell everyone. It’s just me!” can’t tell everyone. It’s just me!”

Survey Responses Survey Responses

How Did You Learn What You Know About Affordable Housing? How Did You Learn What You Know About Affordable Housing?

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Survey Responses Survey Responses

Describe your search for affordable housing? Describe your search for affordable housing?

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SOLUTIONS SOLUTIONS

Deliverables ▪ Eligibility Checker ▪ Website ▪ Communication Tools

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Improve Communication: City & Community Improve Communication: City & Community

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▪ Education and Engagement ▪ Dispel word

• of-mouth gossip

▪ Increase trust Let the community find answers they seek find answers they seek , so they mayget the help they need get the help they need

Deliverables Deliverables

• A Range of Solutions

A Range of Solutions

Section 8 Eligibility Checker Section 8 Eligibility Checker ▫ Determines basic eligibility ▫ May filter Section 8 applicants ▫ Educates about Section 8 Improved Communication Tools Improved Communication Tools ▫ Website ▸ Simply Explain Programs & Services (Esp. Section 8) ▸ Make information more accessible ▫ Letters to applicants Social Media and Workshops Social Media and Workshops ▫ Announcements, educational info...not for marketing

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Section 8 Eligibility Section 8 Eligibility CHECKER CHECKER

• Education tool
• “Clear & concise”
• Filter waitlist applicants +

decrease ineligible applications

• Reduce collection of sensitive

data from tens of thousands

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https://cityofsantamonica.wufoo.com/forms/section-8-eligibility-checker/

IMPROVE ONLINE IMPROVE ONLINE CONTENT CONTENT

• Sitemap update improves

content discoverability

• Make content about

affordable housing programs easier to understand

• Both allow people looking

for help, find what they need

• Updated content directs

users to the eligibility checker

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SOCIAL MEDIA SOCIAL MEDIA EDUCATIONAL TOOL EDUCATIONAL TOOL

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• Engage and educate the

community directly

• Share important updates and

announcements

• Post in real
• time

JERSEY CITY

• penings

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HOUSTON

SMHA SMHA WORKSHOPS WORKSHOPS

• Education and Outreach
• Correct inaccurate info

currently circulating

• Increase trust through

engagement

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SMHA SMHA COMMUNICATIONS COMMUNICATIONS

• Clearly inform applicants of

what’s happening

• Simply explain processes in

hand-outs

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IMPACT IMPACT

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Maximizing Impact Maximizing Impact In Numbers In Numbers

Since January 2017 ▪ 19,000

19,000 pre-applications submitted

▪ 85%

85%

never received any further communication because they were ineligible ▪ 70%

70%

• f the almost 3,000 full application packets sent by SMHA staff were

never returned, the reasons why are unclear, ▪ 82%

82%

• f the processed full applications were ineligible

ineligible ▪ Overall, more than 95%

95%

• f pre-applications were ineligible

ineligible.

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Maximizing Impact Maximizing Impact Targeting the Application Process as a Whole Targeting the Application Process as a Whole

▪ 85% of pre

• applicants

(16,000 users) never received any information after their application ▪ 82% of applicants who were fully processed were ultimately deemed ineligible

• this would amount to

almost 700 users.

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➔ Clearer Information about Section 8 ✓ Website Website ✓ Eligibility Checker Eligibility Checker ✓ Social Media + Workshops Social Media + Workshops ➔ Redrafted letters for ineligible applicants ✓ Explains decision clearly Explains decision clearly ✓ Details available options for Details available options for review review

Maximizing Impact Maximizing Impact Targeting the Application Process as a Whole Targeting the Application Process as a Whole

Frustration and Anxiety will decrease

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Number of Ineligible Applications will decrease Workload of SMHA staff will be reduced

RECOMMENDATION RECOMMENDATION

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• 1. External Constraints Complicate the Process
• 1. External Constraints Complicate the Process

Federal Regulations and Software Issues Federal Regulations and Software Issues

▪ The software used to process the section 8 applications and waitlist presents practical issues: ▫ The application form is complicated and hard to understand for users; ▫ Questions in the application cannot be easily changed ▪ An in

• depth review of the technological tools available to manage the

waitlist would provide valuable insights in how best to serve Santa Monica’s most vulnerable residents, especially as the waitlist is set to absorb CCSM applicants.

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• 2. Affordable Housing, Stress + Communication
• 2. Affordable Housing, Stress + Communication

Using Existing Channels of Communication Using Existing Channels of Communication

Available channels of communication are not used to their full potential when sharing information about affordable housing in Santa Monica: ➔ The city’s website website is hard to navigate and information is hard to find, ➔ Social media Social media is an under-used resource ✓ tap into informal social networks that already exist! ➔ Educational workshops workshopsrepresent a practical and inexpensive outreach

• ption.

• 3. Affordable Housing and Race and Ethnicity Data
• 3. Affordable Housing and Race and Ethnicity Data

In Santa Monica In Santa Monica

Racial and ethnic identity seems to affect SM residents’ perspective on housing in the city:

• African-American and Latino residents are in fact more likely than

residents of other races and ethnicity to:

• Be worried about money and about paying for their housing, and
• Rent rather than own property in which they live.

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❏ Hispanic, Latino or Spanish ❏ Black or African American ❏ Asian ❏ American Indian or Alaska Native ❏ Middle Eastern or North African

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The ‘Separate’ ‘Separate’ format asks two distinct questions:

• 1. Are you of Hispanic, Latino or Spanish origin? Mark one or more boxes and prin
• rigins. (detailed options)
• 2. What is your race? Marke one or more boxes and print origins. (detailed options)

The ‘Combined’ ‘Combined’ format asks only one question, with simpler but detailed options: What is this person’s race or ethnicity? Mark all boxes that apply

• 3. Affordable Housing and Race and Ethnicity Data
• 3. Affordable Housing and Race and Ethnicity Data

‘Separate’ vs ‘Combined’ ‘Separate’ vs ‘Combined’

❏ Native Hawaiian or other Pacific Islander ❏ White ❏ Other ❏ Prefer not to answer

• 3. Affordable Housing and Race and Ethnicity Data
• 3. Affordable Housing and Race and Ethnicity Data

Towards a better understanding for Santa Monica? Towards a better understanding for Santa Monica?

➔ Census Bureau has decided to keep the ‘Separate’ format (which is less accurate)

• as a result, SMHA will have to do the same…

➔ However, it is imperative that more accurate data is collected. ➔ use the ‘combined’ format of questioning wherever possible, in order to gather more relevant information and gain a better understanding of the program’s constituents.

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