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Get in contact at the start.

• As soon as applications come in, call every homeowner to explain the process, timeline and steps that will take place.

Make sure the applicant has a voice.

• The first time you speak with any homeowner, listen to their story before asking questions and collecting information.
• Let the applicant dictate the conversation, and remember to be empathetic.

Set a schedule for on-going communications.

• Be proactive by setting a schedule, such as twice per month, for when you will call each applicant to check-in and give an update.
• Set a notification on your calendar for when to call each applicant, and create an internal system to confirm when and if the applicant was called to avoid duplicate communications.

Notify homeowners of changes in the timeline.

• If there’s an unexpected delay in the process, notify the homeowner so they know progress is still being made.

Be consistent.

• Ideally, one case manager should be assigned to each applicant and responsible for all communications with that applicant. If more than one person does need to communicate with the applicant, make sure the message is consistent. Stick to a central theme: “This is where you are, this is the next step, do you have any questions?”

Be honest.

• Homeowners will find out eventually if you lie to them about the timeline or set unrealistic expectations about the assistance they will receive. Be honest from the start to avoid a strained applicant relationship.

Make home visits if needed.

• If you have a high volume of applicants, calling homeowners is the most practical solution, but be prepared to make site visits multiple times per week to elderly applicants or those who may need further assistance.

Use a reporting database or spreadsheet to record applicants’ information and document calls.

• Have a system for tracking applicants’ basic information, like spouse’s name and number of children, as well as call notes.
• Don’t include personal notes on the applicant unless it impacts the program, such as a sick child or asthma.
• If someone else needs to communicate with the applicant, the database can be used to quickly get them up to speed.

Be prepared to with enough staff to manager customer service.

• With a high volume of applicants, a single staff member can be responsible for 100 applicants. Make sure you have the staff in place to handle applicant communications; taking care of the homeowner should be first and foremost.