Housing counseling intermediary toolkit control

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HUD INTERMEDIARY TOOLKIT: QUALITY CONTROL

TABLE OF CONTENTS

SECTION 1

3

Toolkit Introduction

4

SECTION 2

6

Quality Control Plan Checklist and Template

7

SECTION 3

26

Client Satisfaction Survey Template

27

SECTION 4

30

Inventory of Staff Training Opportunities

31

SECTION 5

33

Tips for Effective Quality Control

34

SECTION 6

37

Resource List

38

HUD INTERMEDIARY TOOLKIT: QUALITY CONTROL | December 2016

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SECTION 1

TOOLKIT INTRODUCTION

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SECTION 1

Toolkit Introduction

The U.S. Department of Housing and Urban Development's (HUD's) Housing Counseling Program

Quality Control Toolkit

currently operates through a nationwide network of

This toolkit provides useful

approximately 2,019 HUD-approved Housing Counseling

information, tools, and strategies to

Agencies (HCAs) located in urban, suburban, and rural

help Intermediaries develop and

communities in all 50 states and territories. HUD

implement an effective quality

Intermediary organizations include: State Housing Finance control plan. QC plans will

Agencies (SHFAs), multi-state organizations (MSOs),

periodically need to be updated and

regional and national intermediaries, operate at the

will play a vital role in sustaining

national, regional, and state levels to oversee and support quality control throughout an

networks of HCAs.

agency's housing counseling

Intermediaries are required by HUD to have a written

program.

quality control (QC) plan as specified in their grant

agreement. This plan is the foundation for the Intermediary's network monitoring efforts as it

outlines the standards that agencies must meet and the processes by which the standards will

be monitored.

This toolkit includes a template for a compliant QC plan, which covers the content to support a robust approach to QC. These include roles and responsibilities of all key stakeholders at HUD, the Intermediary, and its affiliate agencies, as well as policies and standards to maintain a compliant and high-quality program. The plan also outlines good practices for risk analysis, monitoring, measurement and analysis, and corrective actions.

To support the implementation of the QC plan, this toolkit includes three additional resources. Intermediaries can share the sample optional client satisfaction survey with affiliates as an example to encourage the consistent collection of data from their housing counseling clients. Client satisfaction data provide a means to measure the quality of the counseling services, compare impacts across the network, observe trends in the market, and ensure that the network is providing appropriate, responsive, high-quality services. The second resource, the training inventory, is a quick list of learning opportunities available to Intermediaries and affiliate staff to address common challenges and maintain high-quality counseling services. As a third resource, this toolkit provides tools and tips to streamline the Intermediary's QC process.

This toolkit does not cover all of HUD's program requirements for network monitoring. For additional information, Intermediaries should refer to the regulations and guidance found in the resources section of this toolkit and the Intermediary's grant agreement.

Learning Objectives

Users of this toolkit will be able to:

Execute a rigorous QC process, documented in a well-articulated plan.

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SECTION 1

Create and implement a client satisfaction survey to ensure that clients receive quality services, and use the data to analyze and improve procedures.

Implement a staff training program ensuring that staff receive training necessary to uphold quality standards.

Toolkit Contents

Quality Control Plan Template Client Satisfaction Survey Template Inventory of Staff Training Opportunities Tips for Effective Quality Control Resource List

Other Resources for Intermediaries

Other toolkits in this series provide valuable information for Intermediaries. These toolkits and other resources such as the regulations, handbooks, and frequently asked questions (FAQs) are available from the HUD Exchange at .

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SECTION 2

QUALITY CONTROL PLAN CHECKLIST AND TEMPLATE

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