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An IBTS contractor talks with a homeowner while performing a design consultation in the home.

Keeping a constant stream of communications with homeowners throughout the pre-construction process is important both to ensure homeowners are satisfied with program results and that program administrators and subcontractors are compliant with program, state and federal rules and regulations. Use the following tips when communicating with homeowners about the nuts and bolts at different points in the construction process.

Land Surveys

• Let applicants know they don’t need to be present during the land survey of their property, but to make sure their dogs or pets are not in their yards during the survey.

Geo-Technology

• Applicants do not need to be present, but make sure they are fully committed to the program because you will be drilling on their property. Many homeowners are still on the fence at this point in the process; make sure they know that drilling can leave permanent damage to existing structures they may wish to keep if they drop out of the program.

Design Consultations

• Factor in time during the design consultation for homeowners to give their input about their needs and wants. Let the homeowner know at the outset of the consultation there is time set aside for them. The architects and contractors should not be interrupted by homeowner questions or input during their evaluations.

• Be empathetic and understanding of the homeowner’s needs; these are delicate conversations. Homeowners often struggle to accept that not everything will be the same as it was before the disaster.

• Be aware that homeowners will go around their case manager and talk to subcontractors on their own. Subcontractors must use discretion when answering homeowner questions; unlike private construction, they are not authorized to make decisions regarding what is and is not acceptable under the program.

Construction Documents

• Give homeowners ample time to review, ask questions and sign-off on construction documents before sending them to the Department of Buildings for approval. You may have to go back and forth between the homeowner and architect multiple times, but taking the time to get the construction plans sorted out prior to approval by the the city can save time and money later on.

Post Approval Amendments (PAAs)

• Be aware that homeowners can and will request changes after the construction plans have been approved. You will likely have to go through a Post Approval Amendment (PAA) process to complete these changes.

• The program will fund the change because it’s within the homeowner’s right to make a change request, but make sure you have clearly documented that the homeowner signed-off on the original plans. Without the homeowner’s previous sign-off, the program can blame the designer and does not have to pay for the change.

• Consider creating a system to prioritize and rank PAAs based on importance, and establish uniform turnaround times for PAAs at different priority thresholds. For example, a level 1 (high priority) PAA will need to be turned around in two days, a level 3 (low priority) will need to be turned around in five days.