1. Back-on-Track Eviction Prevention Training
Accessing Home
Back-on-Track Eviction Prevention Training

2. Introductions Laura Roach, Accessing Home Program Manager
Previously served as an AmeriCorps VISTA at NeighborWorks Blackstone River Valley and focused specifically on eviction prevention

3. Eviction Prevention
Overview and Evidence

4. Mission Provide quality affordable housing
Link residents with services that can stabilize their housing
Move residents beyond poverty where possible
Improve financial bottom line
The decision to offer (resident) services is often mission-driven for affordable housing providers. However, there is also evidence of positive impact on property management’s financial bottom line.3 A 2007 Enterprise Community Partners (Enterprise) and Mercy Housing (Mercy) study reviewed property performance data at 36 family housing sites (1,787 units). The study found sites with resident services staff had lower vacancy losses, legal fees and bad debts compared to sites not served by resident services staff.4 A short time later, a 2008 Community Housing Partners (CHP) study sponsored by NeighborWorks® America supported the findings of the Enterprise and Mercy study and also determined sites with resident services implementing eviction prevention programming (EPP) saved an additional $38 per unit per year.5 The CHP study suggests EPP may be one successful way to focus resident services on efforts most likely to impact the bottom line.

5. Evidence

6. Overview of Eviction Prevention Practices

7. Your Role As an AMC/BSW CDC = owner
Property manager = responsible for leasing and taking care of properties. Collect rent, maintain resident records, check income eligibility
Resident Services Coordinator = advocate, liaison between property management, CDC and residents

8. What are some reasons people may be evicted?
What are the consequences of eviction?

9. The Process – Property Management
Delinquency Policies & Procedures
This is the process used by NeighborWorks’ property management company, Maloney Properties. You will need to ask your site what process they use to pursue delinquencies.
The goal of NWBRV’s Eviction Prevention Plan is to help residents avoid eviction through thoughtful, systematic intervention at the earliest signs of distress. The Prevention Plan works in conjunction with the Delinquency Policies and Procedures in order to maximize rent collection, lower the turnover rate and maximize resident satisfaction.

10. The Process – Resident Services
The function of Resident Services staff in eviction prevention is to triage budgets of delinquent residents. Staff performs one-on-one interventions with residents, suggests income-increasing methods or expense-decreasing methods, makes referrals and writes payment plans. Staff also keeps track of success measures.
This is an example of an eviction prevention plan. Be sure to ask your site supervisor what systems they have in place.

11. The Process – Resident Services, cont.
Resident contacts RSC; the following actions may be taken
Offer referral services over the phone (see phone script)
Set up an in-person meeting; sign confidentiality notice and conduct resident intake (see intake form)
Have the resident fill out a household budget (see budget)
Refer the resident to relevant services (remember: asset mapping)
Write up a payment plan (see payment plan)
Enter resident information in Family Metrics

12. Phone Script
This script highlights the most common reasons people fall behind on rent (in my personal experience). You may find it beneficial to resort to a template like this if you find there is too much demand for your services.

13. Resident Intake
Read Confidentiality Notice, Go through Resident Intake handout example,

14. Screen Residents for Support Programs
Economic Progress Institute

15. Payment Plan

16. Motivational Interviewing
The United States ranks as one of the lowest in terms of health status among economically developed countries
While many factors contribute to this low ranking, health behaviors are considered to be one of the most significant; behavior patterns account for almost 40% of all deaths in the US.
Motivational Interviewing
Approaching Behavior Change
Adapted from a presentation by Prantik Saha, MD, MPH, Columbia University

17. How do we establish a habit?
There are pros and cons to every behavior
We engage in a particular behavior based on an assessment of these pros and cons
Ambivalence is the unresolved conflict between the pros and cons, and leads to continues engagement of the behavior
Persistent ambivalence is the principal impediment to change
Since behavior change is a significant part of patient education, let’s talk a bit about behavior in general.

18. Transtheoretical Model of Change
Prochaska & Di Clemente: Transtheoretic al Model of Behavior Change

19. Stages Involved in Behavior Change
Identifying the behavior
Identifying a problem
Desiring a Change
Feeling confident about a change
Doing it!
Refer to accompanying handout and talk through this.

20. Motivational Interviewing – Background
First described in the 1980’s by William Miller and Stephen Rollnick, two psychologists who had experience in treating alcoholism
Spirit or philosophy of MI and behavior change considered most important; techniques follow accordingly.

21. Goal of Motivational Interviewing
Finding out which stage the client is at, and addressing the concerns specific to their stage
Have the client articulate their “pros” and “cons” so they can better process and ultimately resolve the conflict between them.
Empathizing and empowering the client to take steps towards change by affirming their strengths as well as the centrality of their initiative in lasting change
A non-judgmental tone and attitude often help clients be more open about their pros and cons.
Lasting behavior change can only come through a client-centered, rather than a provider-directed fashion.

22. MI and evidence
Systematic reviews and meta-analyses have shown some beneficial effect of MI interviewing techniques compared to traditional advice giving in various contexts outside of the addictions, such as with diet, exercise and adherence to medications.
Some reviews have even shown statistically significant change in direct measures such as blood pressure, cholesterol, and body mass index (Rubal, Sandbaek, et al. Motivational Interviewing: A Systematic Review and Meta- Analysis. British Journal of General Practice 2005; 55: ).

23. Case Presentation
Emily is referred to you by the property management company for falling behind on rent. While you are discussing payment plan options with her you find out she just moved into the apartment 1 month ago and it is her first apartment; she is 20 and she previously lived with her parents. She promises to start paying the rent on time.

24. What stage is the client at?
Question to ask group:
1. Referring to the chart, what stage is Emily at? Do we know?
2. So…How do we find out?
Exploring what their intentions are
Being non-judgmental!
Encouraging expression of their “pros”
Asking open-ended questions
Examples would include:
“How is everything going?”
“What’s it like having your own place for the first time?”
“Tell me more”
“Tell me more about your new living situation”
“What are the things do you like about living in the apartment?”
“What changes in your spending can you make next month to make sure you pay rent on time?”
“Why did you have difficulty paying rent on time this month?”

25. You get more information
She has been spending a lot of extra cash to furnish her new apartment; she has purchased some new furniture from IKEA and she is considering going to a rent-to-own furniture store for a living room set
It is really important to her that her home is comfortable so she can have friends over
She believes once she has furnished the apartment she will be able to catch up on rent because she will have fewer expenses
What are the “pros” in this case (i.e., Emily is keeping track of her expenses)? What are the “cons”? Not prioritizing rent What stage is this client at? Contemplation/preparation
Emily seems to understand she is at risk of losing her apartment but she feels all of her extra expenses have been necessary. How can she reduce her expenditures while still furnishing her apartment?

26. Use of Scales
A common way of assessing as well as cultivating confidence or importance is the use of scales. Scales can help clients/patients to verbalize and process their ambivalence further. In this case,
“On a scale of 1 to 10, how important do you think it is for you pay rent on time every month?” (Patient says 10 out of 10)
“On a scale of 1 to 10, how important do you think it is for you to furnish your apartment?” (Patient says 7 out of 10)
You want to get Emily to think about priorities.

27. So, what do we do now?
Reflecting and empathizing with the “pros” and “cons”
“It seems that making your apartment beautiful and comfortable is important to you, but you also know it’s really important to pay rent on time.”
“It’s great that you’ve been able to make your home a great place for your friends to hang out.”
“Roll” with resistance
“Yes, it’s important to have a comfortable home.”
Emphasize the significance of this patient’s level
“Why did you rate furnishing your apartment lower than paying rent on time?”
Of course, in addition to the above, we will feel obligated to provide information with the goal of improving Emily’s financial situation. Our presentation of information represents our own cultural perspective (i.e., we may think that Emily can forgo decorating her apartment) which stands in contrast to Emily’s.

28. Well, what if we got this info?
Emily has been stressed about moving into the new apartment; she has never had to keep track of so many expenses
She is afraid she will be evicted but communicating with the property management is intimidating
What are the “pros” in this case (i.e., Emily has a nice new apartment)? What are the “cons”? Emily is having trouble communicating with property management What stage is this client at? Contemplation
Emily seems to understand she is at risk of losing her apartment but she is avoiding dealing the problem. How can she become more organized and less anxious?

29. Use of Scales
A common way of assessing as well as cultivating confidence or importance is the use of scales. Scales can help clients/patients to verbalize and process their ambivalence further. In this case,
“On a scale of 1 to 10, how important do you think it is for you pay rent on time every month?” (client says 10 out of 10)
“On a scale of 1 to 10, how confident are you that you can take control of your expenditures?” (client says 3 out of 10)
Measuring confidence

30. So, now what do we do?
Affirmations: recognizing client strengths and counter any defeatist attitude
“Why did you give yourself a 3 instead of a 2?”
“Moving into a new apartment is really intimidating. It’s impressive that you’re living on your own at such a young age.”
Reflecting the pros and cons
“So, you are living independently in a new place, but you also are struggling to track your bills.”
Look for client driven strengths
“What would make you go up to a 6 or 7?”
…and use them to look at the glass “half-full” instead of “half-empty”.
Now that we have a better idea which stage she is at, we focus our energies specifically at that stage. For example, we do not need to dwell on the importance of controlling expenses, but rather on invoking Emily’s confidence in doing so.

31. Resistance
In motivational interviewing philosophy, resistance is elicited when we try to push clients farther than they are ready to go.
Resistance also occurs when clients have not been given sufficient opportunity to direct their actions and have simply been given instructions from their providers.
I know they are overused phrases, but empathy and empowerment are key factors that can lessen resistance.
Phrases like:
“It is important to know your own priorities. You know your own needs better than anyone.”
“You know, it’s up to you what you would like to do with your spending; you worked hard for you money and you deserve to spend it how your see fit.”

32. How to tackle resistance
Empathizing with the client
“Moving into a new place is really difficult. I understand why you would be nervous speaking with the property management company.
EMPOWER the client
“You know, it’s up to you what you would like to do with your spending; you worked hard for you money and you deserve to spend it how your see fit.”
“It is important to know your own priorities. You know your own needs better than anyone.”

33. Try using a decisional matrix
Status Quo (i.e. spending cash as expenses arise, including large expenses)
Change (i.e. tracking and planning monthly expenses)
Pros
Cons

34. Try using a decisional matrix
Status Quo (i.e. spending cash as expenses arise, including large expenses)
Change (i.e. tracking and planning monthly expenses)
Pros
Having a fully furnished apartment; feel comfortable entertaining guests
Confident in ability to afford rent and utilities
Cons
Overdraft fees, late notices and fees
Time-consuming

35. So what about our habits?
Break out into pairs
One person will describe a habit or behavior that they, a family member, or friend have struggled with
The other person will assess what stage his/her partner is at as well as their “pros” and “cons”
Use the Scales and the Decisional Matrix
Reverse roles!
Pass out worksheet

36. Some final thoughts on MI
It is a client-centered philosophy
A non-judgmental tone and attitude helps clients be more open about their “pros” and “cons”
Focus on the stage the client is at – e.g., don’t address confidence issues if the client is not yet interested in changing their behavior
We should dismantle the assumption that we have failed if clients don’t make decisions toward change at each visit

37. Case Study Do resident intake Come up with an action plan
Consider SMART goals
What are SMART goals?