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                                   Memorandum of Understanding

This memorandum of understanding is entered into between Provider X. and Provider Y,
hereafter jointly known as “Services”, and Developer A and Property Management Company B,
hereafter jointly known as “Management”.

The purpose of this MOU is to outline the roles and relationships between Services and
Management within the Project Sites 1 and 2, hereafter know as “Building”. The MOU outlines
expectations for general collaboration between Management and Services, and at key steps in
the housing process, including outreach, move-in, tenancy and termination.

A.        Outreach, Application and Screening

Both parties agree that the process of reaching eligible tenants who are interested in taking
advantage of the services offered at the Building is critical. Preparing potential tenants for a
smooth application and screening process, and working to engage tenants in services at entry will
facilitate smooth operations of the Building.

Management agrees that it will:
     1.      Provide Services with current written descriptions of the Building to include numbers
             and types of units, additional facilities, floor plans as available, resident criteria, rental
             rates and subsidy programs.
     2.      Share with Services copies of the application form and all other required documents,
             and the criteria used by Management to screen and approve or deny applicants.
             This should include any additional information for filling specially-designated units
             such as HOPWA or SHIA-funded units. Management will notify Services any time
             there is a change in these forms or policies.
     3.      Promote tenancy in the Building to interested applicants, including making any
             potential applicants who contact Management aware of on-site supportive services.
     4.      Provide Services with a written policy/procedure outlining the process for tenants to
             request a reasonable accommodation, including required forms or necessary
     5.      Make all applicants aware of the presence of on-site services and encourage
             prospective tenants to participate in a Services-sponsored assessment.
     6.      Whenever possible, introduce prospective tenants to Services staff after initial
             screening and prior to the tenant being formally accepted into the Building.

Services agrees that it will:
     1.      Conduct outreach to potential tenants through its existing service networks and
             promote tenancy in the Building, especially to persons interested and able to take
             advantage of on-site services.
     2.      Using materials provided by Management, work with potential applicants to
             determine the likelihood of their eligibility, and to assist them in preparing
             applications. Work with potential tenants to identify funds to cover initial move-in
             costs, if needed.
     3.      Whenever possible, meet with prospective tenants after initial screening and prior to
             formal acceptance into the Building. This meeting will introduce prospective tenants
             to the services on-site and allow Service staff to assess the needs of the tenant prior
             to move-in. Service staff will offer assistance to tenants with the move-in process.
             Service staff will notify Management if the tenant is not ready for move-in at the time
             of this interview, e.g. lack of deposit funds, needs accessible unit and none available,

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              etc. This meeting will not determine whether the tenant is accepted into the Building;
              the decision to accept a tenant into the Building is a property management decision.

     B. Move-In Process

     Both parties agree that a smooth and successful move in process sets the tone for the future
     tenancy. Both parties also agree that Move-In is the ideal time to orient the tenant to the
     expectations of tenancy, the availability of supportive services to assist in meeting those
     expectations, and the opportunities for personal and social engagement in the Building which
     will help support tenant well-being.

     Management agrees that it will:

     1. Notify Services of the day and time of move-in and, if the formal introduction to services
        has not occurred prior to this time (see above), facilitate an introduction.
     2. As part of the move-in process, provide an orientation to the lease and the House Rules
        to new tenants to establish property management expectations in areas such as use of
        bathrooms/kitchens, rent collection, maintenance requests, etc.
     3. As applicable, provide Services with a copy of the third-party verification documenting
        that the tenant meets the HUD homelessness criteria.
     4.    Explain to new tenants the roles and responsibilities of Management and Services in the
          Building and get written permission from tenant to refer them to Services if their housing
          is in jeopardy.

     Services agrees that it will:
     1. Provide Management with a list of staff hours and regular service events at each site.
        This list is to be kept updated.
     2. Make staff available to meet with incoming tenant at the time of Move-In, as possible,
        provided reasonable notice by Management.
     3. Orient new tenants to the services available on site and provide them with community
        resources they may find helpful. Tenants will be offered the opportunity to enroll in
        services and receive individual and group services.
     4. Orient new tenants to emergency procedures.

C.        Ongoing Tenancy

Coordination and communication throughout a resident’s tenancy is the best way to avoid
problems from developing, and to address them quickly as they occur. Ensuring there are
sufficient opportunities for Services and Management to share information and problem-solve,
and for both parties to support community building among tenants are also vital to a strong
working relationship within the Building.

Management agrees that it will:
     1. Enforce leases and house rules consistently and copy Services on 3-day, 10-day and 30-
        day notices sent to tenants.
     2. Include contact information for Services in the above notices given to tenants.
     3. Meet no less than monthly at scheduled meetings with Services staff. Management
        agrees to bring to this meeting updated monthly tenant information including the most
        recent rent roll (current tenants and unit numbers), any tenant notices served, behavioral
        issues and concerns with tenants, housing quality standards issues with tenants, and
        other service referrals. (A standard monthly meeting agenda is included as attachment

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    4. Support and encourage the development of on-site tenant councils and tenant
       leadership, and be willing and available to meet with tenant leadership at regular and
       special meetings and to respond to their concerns.
    5. Encourage and participate in community building activities.
Services agrees that it will:
    1.       Offer services and service coordination to all tenants of the Building, including:
                     General services including outreach, goal planning, information and referral,
                      case management, living skills assistance, coordination of services, conflict
                      resolution, housing stabilization and eviction prevention.
                     Benefits/money management assistance including assistance applying for
                      public benefit programs, referrals for payee services, credit counseling
                      referrals, assistance with budgeting and establishing bank accounts.
                     Health/medical including primary care medical services, health education,
                      HIV/AIDS care and referrals.
                     Mental health including individual assessment and counseling, group
                      counseling, psychiatric care and referrals, referrals and advocacy.
                     Substance use/abuse services including individual assessment and
                      counseling, group counseling, referrals to treatment programs and ongoing
                     Employment/vocational/educational training, on and off-site training,
                      educational opportunities, financial assistance for work training at education,
                      work opportunities within HHISN program.
                     Community building/social activities including peer support, community
                      meetings, outings and field trips, organizing/political activities, tenant council
                      support and assistance.

While all tenants may take advantage of referrals to Services and of intervention services
when housing is at risk, Intensive Case Management is specifically for tenants meeting the
HUD homeless eligibility requirement.

    2.       Plan and conduct on-site community building activities such as holiday celebrations
             special events such as barbecues and talent shows, and special offerings such as
             computer classes.
    3.       Meet no less than monthly at regularly scheduled meetings with Management staff to
             review a monthly tenant report and to coordinate activities involving Management and
    4.       Provide Management with a monthly written response that documents follow-up
             made on service-related issues raised during the previous monthly coordination
             meeting. Written documentation will be provided to management in a timely fashion
             so that Management can conduct appropriate follow-up with tenants.
    5.       With tenants’ permission, provide Management timely notice of changes in tenant
             services that could affect standing of tenant. Examples include discontinuance of
             payee services or placement in a treatment program.
    6.       Support the development and maintenance of the tenant council and provide staff to
             assist it in its work, including attending/facilitating regular meetings (sample meeting
             agenda is included as Attachment B.)

Both parties agree that they will:

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1.             Work together to fund special events and community improvements such as computer
               labs, refurbishing community rooms etc.

D. Lease Violation Interventions/Eviction

          Both parties agree that early, consistent intervention with tenants who are out of compliance
          with their lease or are in exhibiting signs of decompensation is key to avoiding escalating
          problems that lead to disruptions in the Building and evictions. Both parties agree to work
          together to find resolutions that avoid eviction whenever possible. Both parties understand
          that eviction is sometimes necessary for the safety and well-being of the community of
          residents. Both parties also understand the importance of minimizing tenant turnover and
          evictions, and minimizing property management related costs.

Management agrees that it will:
          1. Ensure that Services is copied on all notices to tenants at risk of losing their housing (see
             C.1 above).
          2. As applicable, initiate tenant-specific meetings with Services representatives to address
             tenant behavioral issues, or tenancy issues which may be remediated through
             participation in services.
          3. If eviction is to occur, communicate with Services regarding the lockout date.

Services agrees that it will:

          1.       As applicable, initiate tenant-specific meetings with management representatives to
                   address tenant behavioral issues in an effort to mediate behavioral problems and
                   arrive at mutually acceptable solutions. Efforts should focus on avoiding formal
                   complaints and unnecessary delays in resolution.
          2.       Work with residents in imminent danger of being evicted to avoid finalization of the
                   eviction process through voluntary departure.
          3.       If eviction or voluntary departure occurs, help residents to find alternative

Both parties agree that they will:

1.              Work together to secure the safety of the residents and prepare the Building for any
               repercussions of any eviction.

F.             Safety, Security and Emergency Response

Both parties agree that being well prepared to handle security threats, emergencies and disasters
is important to reduce the risk of harm to residents and staff.

Both parties agree that they will:

     1.        Work together to provide regular trainings for tenants and staff on basic safety and
               evacuation procedures.

 Decompensation refers to signs that indicate that the person is losing control over their behavior. A list of
common characteristics of decompensation is included as Attachment C.

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  2.        Work together to provide an annual training for Services and Management Building-level
            staff in advanced safety precautions, including first aid, crisis management, conflict de-
            escalation and other skills.

Management agrees that it will:

   1.       Provide Services with copies of current evacuation plans for the Building.

   2.       Ensure that all Desk Clerks are trained on when to call the police, when to communicate
            with their supervisors and with Services in the event of an emergency.

   3.       Train Desk Clerks to maintain an incident log and to allow Services to review that log on
            a regular basis.

   4.       Inform Desk Clerks that they can go to Services if they have a question regarding how to
            handle a tenant situation or to make referrals.

Services agrees that it will:

    1.      Train Services staff, if on-site at the time of a disaster or other significant emergency, to
            report to Management and ask for direction in carrying out an evacuation or other safety

G. General Roles and Communication

In general, both parties agree that all efforts should be made to keep open lines of
communication and to insure mutual accountability in carrying out each of the separate roles and
functions of each party. Both Parties agree to:

       1.       Share with each other phone and contact directories of key staff involved with the
                HHISN site within their respective organizations, e.g., property managers,
                maintenance staff, supervisors, case managers, emergency contact phone numbers,
                etc. The directory should include e-mail, fax, and phone numbers where available
                and appropriate
       2.       Share written policies, procedures and forms for filing complaints, grievances, and
                incident reports related to owners, managers, or services. This includes an overview
                of the reporting structure within each organization.
       3.       Respect tenant confidentiality and share information about specific tenants only with
                tenants’ explicit written permission, or in cases when the tenants housing is in
                jeopardy. Both parties agree that their intake and consent documents will disclose to
                tenants in writing that they live in a supportive housing site in which Management and
                Services communicate confidential tenant information only when: 1) tenants give
                written permission for this communication to occur; or 2) tenants are in jeopardy of
                losing their housing.
       4.       Both parties will conduct trainings for their staff regarding maintaining client/tenant
                confidentiality, and include maintenance of client/tenant confidentiality as a work
                performance expectation for all appropriate job classifications.
       5.       Conduct regular joint meetings of executive level staff coordinated by _________..
                These meetings will occur at least two times per year, with the annual schedule
                established in advance.
       6.       Use the Supportive Housing Property Management Operations Manual published by
                the Corporation for Supportive Housing as a guide and reference tool for the
                successful cooperative operation of supportive housing at the HHISN site

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Management agrees that it will:
    1.       Provide facility and maintenance support to areas utilized by Services staff that is
             equivalent to the level of maintenance provided to tenants; not to include janitorial
             services. Where facilities and maintenance support is beyond normal wear and tear
             or preventative maintenance, Management will present service staff with written
             estimates of actual cost to complete work.
    2.       Provide Services with written policies and procedures for maintenance requests,
             including any forms that must be completed to request maintenance work.
    3.       Ensure that staff working in the building, including desk clerks, are introduced to
             Services staff and are aware of the roles and responsibilities of Services
    4.       Provide Services with current copies of the leases and House Rules for each
    5.       Notify Services of any potential changes to the regular operations of the Building, or
             any potential changes or losses of funding that could impact the operations of the

Services agrees that it will:
    1. Provide Management with a regular report on services provided at each site, as
       requested by Management. This report will include aggregated, de-identified information
       that outlines the number of tenants participating in services, demographics of tenants,
       changes in tenant status such as health insurance and other service updates.
    2. Notify management of any changes in the Service package offered to tenants, and any
       potential changes or losses of funding that could impact the availability of services at the

This MOU may be changed from time to time by both parties in writing, and will be jointly
reviewed no less than annually.

Services:                                                  Management:

For _______________                                        For ________________________

_____________________________                              ___________________________
Name and Title                                             Name and Title

_____________                                              __________
Date                                                       Date

For ________________                                       For ____________________

_____________________________                              ___________________________
Name and Title                                             Name and Title

_____________                                              __________
Date                                                       Date

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                                   ATTACHMENT A

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                                     ATTACHMENT B

                        Joint Services/Management Meeting
                                 Standing Agenda

I. Check-In and Introductions
       A. New tenant introductions

II. Services Update
        A. Services schedule and staffing
        B. Services events/calendar for next month
        C. Services announcement/follow-up
               1. Employment/educational opportunities
        D. Tenant questions, concerns, comments, and suggestions for improvement

III. Property Management/Owner Update
        A. Property management schedule and staffing
        B. Property concerns about behavior
               1. Review house rules and lease
        C. Building maintenance
        D. Building safety and security
        E. Tenant questions, concerns, comments, and suggestions for improvement

IV. Tenant Update
      A. Tenant council (if one exists)
      B. All tenants updates, concerns, etc.

V. End of Meeting
      A. Birthday Celebration (Food/Snacks)
      B. Grocery/food bag giveaway
      C. Set time/place for next meeting

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                                      ATTACHMENT C

                Critical Incident and Crisis Prevention

                         Tenant Warning Signs and Symptoms

Observed or expressed changes/shifts in tenants’…

Baseline Daily Activities
Body Language
Verbal Content
Mood or Affect
Thinking or Cognitive Ability
Psychiatric Symptoms
Sleep Patterns
Eating Habits
Sexual Activity and Health
Sense of Control in their Life
Feelings of being Loved/Valued
Thoughts and Plans to Harm Self or Others
Substance Use Patterns
Support Network
Level of Conflict
Physical Health
Income, Employment, Social Status
Spiritual/Religious Practice

                             Environmental or Event Triggers

Anniversary Reactions
Tension Centers
Changes in Normal Routine
Special Times of the Month
Social/Political/Racial Tensions
Unresolved Conflicts
Unmet Needs

                When you can’t remember all of the reasons…don’t forget…
               AA principle of HALT – Hungry, Angry, Lonely, and Tired

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