The Road Home Week 40 Situation & Pipeline Report

April 10, 2007

Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007 Table of Contents EXECUTIVE SUMMARY ...... 1 State Assistance Required...... 2 Deliverables ...... 2 HOMEOWNER PROGRAM ...... 3 Housing Assistance Center Activity ...... 5 Award Calculation Activity ...... 6 Award Selection Activity...... 6 Low/Moderate Income Households – Options Selected...... 6 Closing Activity...... 7 Manufactured Home Project...... 9 Home Evaluations (Home Inspection) Activity...... 10 Call Center Activity ...... 12 Call Center Benefits Option Assistance...... 12 Resolution Team ...... 13 Mailroom/Data Entry Activity...... 14 Housing Assistance Center Appointment Activity...... 14 Supporting Function Activity ...... 18 RENTAL PROPERTY PROGRAM...... 19 HAZARD MITIGATION GRANT PROGRAM (HMGP) ...... 21 PROGRAM SUPPORT STATUS ...... 21 LOGISTICS, FACILITIES, & SECURITY ...... 21 HUMAN RESOURCES ...... 22 POLICY & PLANS ...... 22 TRAINING ...... 23 EXTERNAL AFFAIRS...... 24 Outreach...... 24 Communications ...... 25 Public Information ...... 26 MIS ...... 27 FRAUD PREVENTION...... 27 QUALITY ASSURANCE AND CONTROL ...... 28 COMPLIANCE...... 29 SPECIAL NEEDS ADVISORY TEAM (SNAT) ...... 29 APPENDIX A...... 30 APPENDIX B ...... 32 APPENDIX C ...... 33 APPENDIX D...... 36 APPENDIX E ...... 37 APPENDIX F...... 38 GLOSSARY ...... 39

i Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

EXECUTIVE SUMMARY Homeowner Assistance Program The Homeowner Assistance Program continued to make progress in the number of applicants seen for the reporting period. During the period, Homeowner Program Advisors completed appointments with 1,837 applicants. The number of benefits calculated increased to 63,106. A total of 6,770 closings were held as of April 5th. Homeowners returned 1,906 options letters increasing the number of benefits options selected to a total of 27,696. Over 1,300 additional files were transferred for closing.

Table 1 summarizes the weekly and cumulative activity for the Homeowner Program.

Table 1: Homeowner Program Snapshot

Activity As of COB Weekly As of COB March 29 Activity April 5

Number of Applications Recorded 120,170 2,034 122,204 Number of Appointment Letters Mailed 110,578 1,754 112,332 Number of 1st Appointments Scheduled 84,762 1,894 86,656 Number of 1st Appointments Held 92,482 1,891 94,373 Number of 1st Appointments Completed 90,830 1,837 92,667 Number of Home Evaluations Completed 86,424 2,625 89,049 Number of Benefits Calculated 61,200 1,906 63,106 Number of Benefits Options Letters Sent 46,7331 -- 46,733 Benefit Options Selected: ¾ Number of Option One 21,815 1,594 23,409 ¾ Number of Option Two 3,217 243 3,460 ¾ Number of Option Three 758 69 827 Total Benefits Options Selected 25,790 1,906 27,696 Files Transferred for Closing 18,312 1,367 19,679 Closings Scheduled to Occur 925 1,551 Closings Held 5,192 1,578 6,770 1 Incorrectly reported in March 29, 2007 Governor’s Report as 46,773, actual number of Benefits Options Letters Sent was 46,733

Small Rental Property Program The Small Property Rental Program closed the General Pool Round 1 on March 15th and the Non-Profit Round 1 on March 22nd. Application entry into Blue Streak continues, as well as, review for eligibility and ranking. Program process, procedures and software continue to be developed and finalized. Preliminary planning for Round 2 of the program has begun.

1 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

Hazard Mitigation Grant Program The Hazard Mitigation Grant Program continues to offer assistance via phone/email (151 cumulative), shadow appointments (201 cumulative), meetings-Individual Mitigation Measures (8,911 cumulative), and meetings-other (225 cumulative). The program continues to coordinate with the State to appeal/revise applications to FEMA. The mitigation information “call center” has begun operating to dispense expert advice and information to homeowners and advisors in the second phase of the Homeowner Advisory Services.

State Assistance Required Small Rental Program: Waiting for Letter of Determination from HUD on duplication of benefits, early start, and operation as an “incentive” program.

Homeowner Program: Waiting for policy decision from LRA and OCD regarding HUD recommendations for changes to current procedures for disbursing grant awards to homeowners.

Deliverables Table 2 lists the deliverables provided during the reporting period. Table 2: Program Deliverables Del. ID Deliverables Date 00025 Weekly Combined Report 04/03/07 00002 Cash Flow Projection Report 04/03/07

2 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

HOMEOWNER PROGRAM

Figure 1: Homeowner Assistance Program Pipeline - Applicant Input HOMEOWNER CUMULATIVE CUMULATIVE

PROCESS As of 3/29 As of 4/5 INCREASE - Figures are cumulative through the period indicated - 2,034 additional applicants ONLINE IN SYSTEM 68,693 69,728 1,035 entered the system through applicant online entry, MAIL IN SYSTEM 45,889 46,658 769 paper transcription, and phone entry

PHONE IN SYSTEM 5,588 5,818 230

APPSAPPS IN IN SYSTEM SYSTEM 120,170120,170 122,204122,204 2,0342,034

APPLICATIONS

- 1,837 appointments were APPSAPPS IN IN SYSTEM SYSTEM 120,170120,170 122,204122,204 2,0342,034 completed, which allows the applicant to enter into the evaluation/third party APPOINTMENT 1,754 LETTERS SENT 110,578 112,332 verification/calculation process

APPOINTMENTS 84,762 86,656 1,894 See the Glossary for explanation of SCHEDULED Figure 1 terms

APPOINTMENTS APPOINTMENTS COMPLETED 90,830 92,667 1,837

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Figure 2: Homeowner Assistance Program Pipeline - Applicant Processing HOMEOWNER CUMULATIVE CUMULATIVE

PROCESS As of 3/29 As of 4/5 INCREASE - The $4.80B total and $77,091 average award represent maximum benefit if ALL APPLICATIONS IN 90,830 92,667 1,837 applicants select Option 1 – VERIFICATION rebuild in place (the total includes affordable loan BENEFITS 1,906 calculations, compensation CALCULATED 61,200 63,106 grants, and elevation grants, but does not include ‘zero’ grant awards) TOTALTOTAL $4.65$4.65 billion billion $4.80$4.80 billion billion $$ .15 .15 b b

AVERAGEAVERAGE $77,056 $77,091 CALCULATIONS $77,056 $77,091 - Applicants’ initial options selection are in Appendix A - *Extrapolation of average OPTIONS -- award for populations where LETTERS SENT 46,733 46,733 funds have been disbursed.

OPTIONS 1,906 SELECTED 25,790 27,696 See the Glossary for explanation of Figure 2 terms CLOSINGS 1,578 HELD 5,192 6,770 CLOSINGS TOTAL*TOTAL* $355.84$355.84 million million $503.31$503.31 million million $147$147 m m AVERAGE* $72,735 $74,344

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Figure 3: Homeowner Program Progress

122,204

Applications 1st Home Options Closings Received Appointments Evaluations Letters Held 122,204 Held Completed Mailed 6,770 94,373 89,049 46,733

Prior Total Past Week Remaining Goal

Housing Assistance Center Activity • Appointment throughput decreased at the 12 Housing Assistance Centers by 14%. o 1,891 appointments held (94,373 total to date) o 518 appointments were missed due to no shows, duplications, cancellations and reschedules, a 23% decrease from last week. The Housing Assistance Centers have implemented a procedure to call applicants prior to the scheduled appointment. • The Road Home Advisory Services (RHAS) were implemented in all Centers March 19th. The public launch, supported by a communications campaign, begins April 9th. o Between March 1st and April 5th, 1,131 RHAS appointments were completed, averaging 36 appointments per day. Applicants attended the sessions to discuss application status, upload additional documents, receive benefits counseling, and request changes to applications. o The Calcasieu Housing Assistance Center leads all Centers with 298 (23%) RHAS appointments. o Training continued throughout the reporting week on software applications and advisory services utilized during the RHAS. • Finalized plans and scheduling configuration to deploy Mobile Teams to the Jefferson and Terrebonne Assistance Centers to meet demand. Applicants can call the Call Center to schedule an appointment. o Jefferson – Monday, April 9 – Friday, April 13 and Monday, April 16 – Friday, April 20,

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ƒ Hours of operation • 9:00am – 6:00pm o Terrebonne – Tuesday, April 10 – Saturday, April 14, ƒ Hours of operation • Tuesday and Thursday – noon – 9:00pm • Wednesday, Friday and Saturday – 9:00am – 6:00pm

Award Calculation Activity • The Road Home has calculated 63,106 benefits, an increase of 1,906 for the week o The average total benefit calculated was $77,091 o 828 calculations resulted in ‘zero’ grant amounts o 62,278 ‘non-zero’ or ‘positive’ grant amounts were calculated

Award Selection Activity • A total of 27,696 homeowners have now selected their preferred option (Table 1) • Of the homeowners who have selected their options, 6,974 options selection letters have been returned from elderly applicants (Table 3) • The vast majority of all homeowners, as well as elderly homeowners, have elected Option 1 to keep their homes • Appendix A summarizes the option selections of applicants by the Parish of the damaged residence • Appendix B lists the benefits calculated by the Parish of the damaged residence

Table 3: Cumulative Elderly Benefits Options Selection Elderly Benefits Options Selected Number of Option One 5,343 Number of Option Two 979 Number of Option Three 652 Total Elderly Benefits Options Selected 6,974

Low/Moderate Income Households – Options Selected • 20% of LMI applicants with options selected were interviewed at a Housing Assistance Center prior to October 25, 2006, meaning that revised income documentation must be received to verify low-income status. • The income verification process for pre-Oct 25 applicants has so far resulted in a 23% net decrease in the number of applicants considered to be LMI (based on the 2866 verifications performed to date for this population). • A total of 4,294 applicants had gone to closing and received their Road Home disbursement as of April 5, 2007. Of these applicants, 1,496 (35 percent) were documented as LMI. • A total of $319,234,400 in Homeowner Assistance Program awards were disbursed as of April 5, 2007. Of these disbursements, $125,414,731 (39 percent) went to applicants documented as LMI. Extrapolating to the 6,770 awards that have closed for a total of $503 million, approximately $196.17 million will be documented as LMI. 6 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

Table 4: Options Selected Activity Total Household and Low/Moderate Income (LMI) Detail

Option Selected Option 1 Option 2 Option 3 Totals Number of Options 23,409 3,460 827 27,696 Selected Total $ in Options $1,814,777,190 $282,483,144 $ 53,923,713 $ 2,151,184,047 Selected Comp Grant $ in Options $1,251,611,072 $203,596,605 $ 53,923,713 $ 1,509,131,390 Selected Elev Grant $ in Options $ 182,294,953 $0 NA $182,294,953 Selected ACL $ in Options Selected $ 380,871,165 $78,886,539 NA $459,757,704

Number of Options 11,109 1,757 395 13,261 Selected by LMI Total $ to LMI $ 1,019,164,625 $170,346,179 $ 25,415,593 $ 1,214,926,398 Comp Grant $ to LMI $550,226,069 $91,459,640 $ 25,415,593 $667,101,302 Elev Grant $ to LMI $88,117,391 $0 NA $88,117,391 ACL $ to LMI $380,871,165 $78,886,539 NA $459,757,704

% of Total Options 47% 51% 48% 48% Selected that are LMI % of Total $ to LMI 56% 60% 47% 56% % of Comp Grant $ to LMI 44% 45% 47% 44% % of Elev Grant $ to LMI 48% 0 NA 48% % of ACL $ to LMI 99% 100% NA 99%

Closing Activity • As of April 5th, a total of 19,679 files were transferred to First American for Closing • During the past week alone, over 1,300 files were transferred to First American • The closing team assisted First American with the completion of 1,578 closings • Of the total 6,770 cumulative closings o 2,564 also received affordable compensation loans o Of those reporting racial and ethnic information, the number of white and black applicants was approximately equal (see Table 7 – Closings by Race and Ethnicity o The average award is $74,344 (see Figure 4: Award Size) o Closed 589 Elderly applicants to date for a total of $46,166,333.92 o Appendix C reports Closings by Parish and Zip Code

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Figure 4: Award Size*

450 9% 400 8% 8% 8% 350 7% 7% 7% 7% 7% 7% 300 6% 250 4% 5% 5% 200 4% 150 2% 100 50 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 9 0 1 -2 -3 -4 -5 -6 -7 -8 -9 0 1 2 3 4 4 5 > 0 0 0 0 0 0 0 0 -1 -1 -1 -1 -1 -1 1 1 2 3 4 5 6 7 8 0 0 0 0 0 0 9 10 11 12 13 14 ($ thousands) * Based on Funds Disbursed population of 4,194, information not available on all closings held.

Table 5: Pre-Closing Tracking Report ACTIVITY Fri Mon Tues Wed Thurs Weekly 3/30 4/2 4/3 4/4 4/5 Total Files Transferred to First American for 173 288 269 311 326 1,367 Closing

Table 6: Closing Milestones MILESTONE Previous 3/2- 3/9- 3/16- 3/23- 3/30- Cumulative Five Week Total 3/8 3/15 3/22 3/29 4/5 Total Average File Opened with First 56,974 3,339 3,326 1,162 285 902 65,988 1,803 American

Title Search 29,659 3,602 3,489 3,952 2,572 3,770 47,044 3,477 Completed

Title Examination 21,670 2,856 4,808 3,776 4,673 4,415 42,198 4,106 Completed Lender/Lienholder Document Requests 3,815 503 817 1,081 1,605 722 8,543 946 Started File Ready to 3,495 61 774 1,059 1,609 1,282 8,280 957 Schedule for Closing

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Table 7: Closings By Race/Ethnicity # of Race Closings Race Not Provided 11 American Indian/Alaska Native 11 American Indian/Alaska Native and White 23 American Indian/Alaskan Native/Black-African American 98 Asian 13 Asian and White 3,073 Black/African American 59 Black/African American and White 9 Native Hawaiian/Other Pacific Islander 130 Other Multi-Racial 2,542 White 833 Total 6,802 *Detailed closing data is based on population of 6,802, rather than 6,770 reported in Daily Governor’s Report as of April 5, 2007 due to a variance in data feeds

Manufactured Home Project Following the approval of the policies for manufactured home evaluations and Pre-Storm Values for manufactured homes without land, a special manufactured home project was begun utilizing staff from the Calcasieu Housing Assistance Center. Initial efforts focused on identifying manufactured home applicants, which required queries of application data, reviews of home evaluation records, and phone calls to applicants. A new policy regarding valuation of manufactured homes with minimal damage has been sent to the client for approval. It is not known at this time exactly how many applicants this might affect. To date the project has yielded the following progress summarized in Table 8:

• Identified 6,839 manufactured home applicants to date • Progressed in updating/verifying home evaluations in the data warehouse • Used application data or called homeowner (~1,700 calls; 1,100 added this reporting period) for verification of whether or not land is owned. Approx. 40% of calls have been completed. • Confirmed 1,339 uploaded PSVs (BPOs & N.A.D.A.) meet MH policy

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Table 8: Manufactured Home Pipeline Progress Activity Through 3/23- 3/30- Cumulative 3/22 3/29 4/5 Total Total number of Manufactured Home 6,423 146 273 6,842 Applications Total Manufactured Home Evaluations 4,867 192 423 5,482 verified Total BPO Pre-Storm values verified 938 225 41 1,204 Total N.A.D.A Pre-Storm values 73 43 19 135 established Total Applications released into letter 865 137 79 1,081 generation process Total number of Manufactured Home Applications: Represents the cumulative number of applications received to date by the Program that are identified as Manufactured Home structure types. Total Manufactured Home Evaluations verified Represents the cumulative number of applications that have been verified as based upon Manufactured Home Policy approved 1/31/07. Total BPO Pre-Storm Values verified Represents the cumulative number of applications that have been verified as based upon Manufactured Home structure types and, if not on owned land, Policy approved 2/13/07. Total N.A.D.A Pre-Storm values established Represents the cumulative number of applicants contacted to confirm that did not own the land and were able to provide adequate data for N.A.D.A. valuations based upon Policy approved 2/13/07 Total Applications released into letter generation process Represents the cumulative number of applications that have been identified to the letter generation process as having both Evaluations and Pre-Storm Values based upon Manufactured Home approved Policy.

Home Evaluations (Home Inspection) Activity Table 9: Home Evaluation Team Metrics ACTIVITY Prior 3/2- 3/9- 3/16- 3/23- 3/30- Current Five Total 3/8 3/15 3/22 3/29 4/5 Total Week Average Work Orders Submitted by 81,488 2,549 2,254 2,230 2,206 1,776 92,503 2,203 Housing Advisors Work Orders 80,240 2,708 2,284 2,168 2,245 1,833 91,478 2,248 Dispatched

Evaluations Completed in 76,785 2,575 2,168 2,592 2,304 2,625 89,049 2,453 the Field

1 – Difference between work orders received from HACs and dispatched to subcontractors is due to a number awaiting resolution at HACs, awaiting priority code assignment, properties that are condominiums, or were received on 03/22 but are not yet processed.

• Worked on Aging Reports, reducing the number identified by about 70% • Trained Resolutions Case Managers on understanding CADs and sending issues to Home Evaluations team • Researched and determined typical information on New Orleans area condominiums, such as development sizes, unit sizes, condominium definitions, and

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owners’ share of the common elements; developed estimates for typical unit, building, and development • Began research of an “evaluation type assessment tool” for use in the HACs to aide in reduction of subjective determination of whether an evaluation should be ordered as a Type 1 or a Type 2 • Continued review and finalization of KPMG-identified anomalies • Modified Task Order for Providence Engineering to include additional Worltrac enhancements and review • Worked on the development of protocols and pricing for condominium evaluations • Addressed 180+ issues in JIRA Issues Tracker • Worked on new protocol for ‘Protocols for Estimating Cost For Owner Occupied Three and Four Unit Rental Properties’ • Worked to resolve manufactured home issues • Continued the process of repairing legacy data with data issues within Worltrac • For evaluation-specific fraud investigations (spec 142), initiated 10, referred 0 to KPMG, and closed 3 (cumulatively 273, 38, and 105, respectively, with 161 still under review). "Closed" includes evaluations sent to the data warehouse either adjusted or as is, but with spec 142 intact and a JIRA issue entered as appropriate • For evaluation-specific policy and procedure issues (Spec 143), processed 44 CADs this week as follows: 1 possible spec 142, 8 verify measurements, 8 evaluation type changes, 0 minor damage concerns, 8 homeowner not present, and 8 special structures. Cumulatively, processed 9,626, with approximately 5% possible spec 142s, 65% verify measurements, 5% evaluation type changes, 1% minor damage concerns, 25% homeowner not present, and 25% special structures. Approximately 700 are backlogged for review • 1,725 CADs approved and sent to data warehouse • Worked to update duplex records with correct ownership

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Call Center Activity Table 10: Call Center Metrics ACTIVITY Prior 3/2- 3/9- 3/16- 3/23- 3/30- Current Five Total 3/8 3/15 3/22 3/29 4/5 Total Week Average Calls 524,426 18,111 30,952 27,777 29,383 27,335 657,984 26,712 Calls Abandoned N/A 2,324 3,193 900 2,640 757 N/A Average Speed of - 1.97 2.22 .83 1.80 .49 - - Answer (minutes) Applications 37,389 641 744 456 627 387 40,244 571 Requested Online Application 4,952 150 246 190 225 254 6,017 213 Assists Hardcopy Application 1,882 60 87 46 54 48 2,177 59 Assists Phone 4,664 168 258 211 234 230 5,765 220 Applications Spanish Calls 1,673 95 185 175 208 194 2,530 171 Vietnamese Calls 832 81 128 150 125 139 1,455 125 1st Appointments Scheduled by 77,226 1,266 1,809 1,950 1,899 1,807 85,957 1,746 Phone New Metrics as of 4/5/07 RHAS Appointments 142 142 -- Scheduled Closing Status 1,206 1,206 -- Appeals 258 258 -- Foreclosure 19 19 -- RHAS Appointments Scheduled Applicant called to schedule a Road Home Advisory Session meeting. Closing Status Applicant has returned the option choice and would like to know when they are going to close. Appeals Applicant wants to appeal their calculations or wants the status of the current appeal. Foreclosure Homeowner has applied with Road Home and is nearing foreclosure of their property.

Call Center activity decreased slightly for the reporting week. The percentage (3%) of abandoned calls decreased from 8% in the prior reporting week. The Call Center began tracking four new metrics during the reporting period (See Table 10. Call Center Metrics)

Call Center Benefits Option Assistance The Call Center completed 338 Benefits Options Assisted calls (Tier 1) during the reporting period and transferred 3,881 Benefits Options calls to Tier 2, a 20% decrease from the prior reporting period.

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Table 11: Benefits Options Metrics ACTIVITY Prior 3/2- 3/9- 3/16- 3/23- 3/30- Current Five Total 3/8 3/15 3/22 3/29 4/5 Total Week Average Benefits Options 34,144 263 251 143 316 338 35,455 262 Assistance Benefits Options* 29,407 3,956 4,979 4,882 4,847 3,881 51,952 4,509 Transfer * Data not collected before 1/12

Eighty-four percent of the issues were resolved during the call; the remaining 16% were entered into the JIRA Issue Tracking Software and referred to Resolution (not all are new resolution cases). Figure 5 provides further information on the type of issues being reported. Pre-Storm Value continues to be the most reported issue comprising 37% of all issues reported.

Figure 5: Issues Reported

Issues Reported to Call Center, March 30 - April 5 Estimated Elevation, Damage, 156, 7% Affordable 264, 12% Comp. Loan, 288, 13% Homeowner Insurance, 265, 12%

Appraisal, 242, 11% Flood Insurance, 182, 8%

Pre-Storm Value, 822, 37%

Resolution Team As of April 5th, 224 of the 1,874 cases in resolution have been moved further down the pipeline to closing through actions (e.g., ordering a new appraisal, referring case to home evaluation for further review). In addition, the Resolution team has resolved and referred

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237cases to pre-closing. The team has eliminated all backlog and is working on current issues.

The Resolution Team has begun a 3 week transition to a case management model. Once this model is in place, resolution metrics will provide more detail on the number of homeowners in resolution, issues encountered and time spent in resolution. Advisors are currently contacting applicants within 48 hours of the advisor being assigned the case. All advisors are maintaining contact with their applicants every three days. All homeowners are being advised to call their advisor with any questions.

Mailroom/Data Entry Activity Table 12: Mailroom/Data Entry Metrics Prior 3/2- 3/9- 3/16- 3/23- 3/30- Five Week ACTIVITY Total Total 3/8 3/15 3/22 3/29 4/5 Average New paper applications 53,594 530 received through 50,945 698 612 537 418 384 mailroom New paper applications entered into batch 50,451 620 418 450 621 569 53,129 536 files for entry into eGrantsPlus New paper applications remaining to be 5,051 142 336 259 56 5 5 N/A entered into eGrantsPlus • The Mail Room processed 384 pieces of mail this period, a slight decline in volume received over the previous week • The total mail processed for entry into eGrantsPlus is 53,129 • Mail continues to be processed within a day or two of receipt

Housing Assistance Center Appointment Activity There were 1,891 initial (1st) appointments held for the week, a decrease of 14% from the prior reporting period. The Road Home Advisory Services (RHAS) appointments were implemented in all Centers on March 19th. The public launch, supported by a communications campaign, begins April 9th. Between March 1st and April 5th, 1,131 RHAS appointments were completed, averaging 36 appointments per day. Future reports will include more detail on the RHAS appointments. The Centers continued to see applicants on weekends though the number of customers seen on Sundays remains relatively low. (Figure 6).

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Figure 6: Housing Assistance Center Initial Appointments by Day

Number of Appointments per Day, March 30 - April 5, 2007 400 375 373 350 287 300 268 264 251 250 200 150 100 73 50 0

7 7 7 07 07

4/1/200 4/2/200 4/3/200 4/4/2007 4/5/2007 3/30/20 3/31/20

Table 13: Housing Assistance Center Initial Appointments by Week

Prior 3/2- 3/9- 3/16- 3/23- 3/30- Current Five ACTIVITY Total 3/8 3/15 3/22 3/29 4/5 Total Week Average Appointments 83,340 2,381 2,357 2,200 2,204 1,891 94,373 2,207 Held Average Daily Appointments 340 336 314 315 270 Held

Figure 7 shows the number of appointments scheduled and actual appointments held by Center. The percentage for each Center represents the number of scheduled appointments that were actually held. There were 518 appointments (27% of appointments scheduled for the reporting period) missed by applicants for the reporting week.

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Figure 7: Initial Appointments Scheduled and Held by Center

78% Vermilion Total 31 40 68% Terrebonne Total 32 47 90% St. Tammany Total 268 299 87% St. Bernard Total 112 129 81% Plaquemines Mobile Team Total 50 62 74% Plaquemines Total 100 135 96% New Orleans 2 Total 146 152 77% New Orleans Total 322 418 76% Jefferson Total 483 634 Housing Assistance Center 74% Houston Total 35 47 67% E. Baton Rouge Total 73 109 75% Cameron Total 12 16 71% Calcasieu Total 227 321

0 100 200 300 400 500 600 700 Appointments

# of Appts Scheduled # of Actual Appts Percentage Scheduled vs. Held Figure 8: RHAS Scheduled, Held and Walk Ins by Center

4 Vermilion Total 29 30 0 Terrebonne Total 4 5 32 St. Tammany Total 73 41 95 St. Bernard Total 232 140 0 Plaquemines Total 14 16 52 New Orleans East Total 290 296 10 New Orleans Total 124 151 24 Jefferson Total 45 34 26 Houston Total 44 21 98

Housing Assistance Center E. Baton Rouge Total 111 14 11 Dallas Total 11 0 11 Cameron Total 17 10 71 Calcasieu Total 298 254 17 Atlanta Total 19 2

0 50 100 150 200 250 300 350 Applications

# of Appts Scheduled # of Actual Appts # of Walk-ins

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Figures 9 and 10 show trends of scheduled versus held appointments and the average number of appointments per day over the current and previous periods. Figure 8 also includes the number of appointments missed. Figure 9: Weekly Scheduled and Held Appointments

Weekly Scheduled (Planned) vs. Held (Actual) Appointments

3500 3225

3000 2894 2881

2500 2357 2409 2200 2204 2000 1891

1500 Appointments 1000 810 645 596 471 500

0 Period Ending 5-Apr 15-Mar 22-Mar 29-Mar Scheduled Held Missed Figure 10: Average Daily Appointments by Period

Average Daily Appointments

500 394 352 400 340 337 314 315 279 300 270

200 Appointments 100

0 1-Mar 8-Mar 5-Apr 15-Feb 19-Feb 15-Mar 22-Mar 29-Mar

Period Ending

Table 14 shows the next available appointment date by Center, and indicates immediate availability in most centers with Terrebonne (8 days) and Jefferson (16 days) showing the only average above 5 days.

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Table 14: Center Appointment Availability # Center Name Next Available Average # of Days Wait Appointment until Appointment1 1 East Baton Rouge April 10, 2007 5 2 New Orleans April 10, 2007 5 3 Calcasieu April 9, 2007 4 4 Jefferson April 21, 2007 16 5 St. Bernard April 9, 2007 4 6 St. Tammany April 9, 2007 4 7 Cameron April 10, 2007 5 8 Plaquemines April 8, 2007 3 9 Terrebonne April 13, 2007 8 10 Vermilion April 7, 2007 2 11 Houston April10, 2007 5 12 New Orleans East April 9, 2007 4 1The average number of days wait until appointment is the number of days between the last day of the reporting period (March 29, 2007) and the next available appointment.

Supporting Function Activity General: Applicants are requested, but not required to provide demographic, income, and household data when they complete their application. Table 15 shows the breakdown of applicants by race as reported by the applicant. Thirty-three percent designated race as Black, 35% as White. Twenty-eight percent of the applicants declined to provide information about race and ethnicity.

Table 15: Applicant Race and Ethnicity as Reported by Applicant

Race Total Applications American Indian/Alaska Native 425 American Indian/Alaska Native and White 315 American Indian/Alaskan Native/Black-African American 255 Asian 1,678 Asian and White 201 Black/African American 40,471 Black/African American and White 763 Native Hawaiian/Other Pacific Islander 118 Other Multi-Racial 1,922 White 42,125 Race Not Provided 33,931 Total 122,204

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RENTAL PROPERTY PROGRAM • Received 799 Rental Program inquiries at the Call Center • Received 29 email inquiries during the reporting period originating from the “Contact Us” email on the Small Rental page of the website o Responded to all 29 of these emails, none are pending clarifications from rental staff o Resolved all pending calls from the previous week • Entered 6,816 applications into Blue Streak • Received 419 applications late and therefore are not eligible for Round 1 • Received 599 applications incomplete and could not be completed • Continued application review for editing in Blue Streak • Cleared Basic and Round Eligibility Exceptions (1,800 combined total) • Continued establishing goals and timeline for letter generation • Received firm commitment of 11 banking institutions to participate with the program • Held training in New Orleans for First NBC with Senior Lending Staff member and 2 Lending Underwriters • Continued working on Round 2 policies, documentation, schedules, process and Priority Scoring questions • Continued discussion and draft of Appeals/Resolution process • Reviewed draft of HUD letter, Key Decisions document and Acceptable Evidence of Work • Continued reviewing QA testing of Blue Streak • Conducted review and made recommendations for revision to Conditional Award, Deferral and Denial letters

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Table 16: Program Timeline for Round 1

Program Timeline for Round 1

January 29th Program launched Round 1, Monday, January 29th Application and handbooks are available on www.road2LA.com/rental for January 29th download, Call Center accepting requests to direct-mail hardcopy application and handbook. January 30th Hardcopy applications available in Housing Assistance Centers Program launch of Round 1, Monday, January 29th in Lake Charles and January 29-30th Tuesday, January 30th in New Orleans Public launch press and media events (tentatively Jan. 29th and 30th) and Week of January 29th program overview presentations to eligible parish and municipal governments (tentatively Jan. 31st – Feb 2nd) Workshops conducted at several locations providing application assistance February and submittal with trained Advisors, Housing Counselors, Non-Profits, Lenders and other Real Estate Professionals February 12th Non-Profit Round 1 launched Week of February 12th Non-Profit set aside application available for 20-year affordability March 15th Round 1 ended at 5:00pm March 22nd Non-Profit Round 1 ended at 5:00pm Begin mailing Conditional Award Letters to property owners as they meet Mid April eligibility and scoring thresholds. Initiate Federal Environmental Review Requirements with property owners Late April that receive Conditional Award letters

20 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

HAZARD MITIGATION GRANT PROGRAM (HMGP) • Sent the Appeal to the FEMA rejection of the HMGP Acquisition Application to GOHSEP for resubmission to FEMA within 60 days of receipt • Delivered to OCD the Revised HMGP Acquisition Applications in final form for both DR-1603 and DR-1607 and also to GOHSEP for submission in conjunction with the submission of the Appeal Letter • Initiated work on alternative HMGP application that targets elevations of homes using traditional FEMA HMGP regulatory and policy processes • Completed the creation of a mitigation information “Call Center” operation to dispense expert advice and information to homeowners and advisors in the second phase of the Homeowner Advisory Services o Staffed Call Center with Mitigation Counselors at two dedicated telephones and computers o Established email address for questions from the public to the Mitigation Counselors o Updated and revised the new Frequently Asked Questions • Developed a key word driven knowledge base to assist Advisors and standard Call Center Operators in order to forward caller inquiries to Mitigation Counselors thus expediting timely information delivery • Continued progress on enhancements to the web portal for the Professional Registry • Appendix E provides detail of assistance at each center and a glossary of types of Assistance for Table 17

Table 17: Mitigation Assistance Provided (Cumulative ending 3/29/07) Type of Assistance Phone Email 151 Meetings –Shadow Appt 201 Meetings IMM 8,911 Meetings Other 564 Training 142 Other Tasks 225

PROGRAM SUPPORT STATUS

LOGISTICS, FACILITIES, & SECURITY • Concluded Plaquimines Parish Mobile Engagement which has been conducted on Sundays and Mondays for the last several weeks • Prepared support for Alexandria Mobile Engagement kick-off event and the subsequent deployment taking place next Monday • Continued conducting inventory of all facilities in preparation of delivery of the Quarterly Property Report • Continued facility site search for a new facility on the West Bank • Continued support planning for Shreveport and Memphis Mobile Engagement deployment 21 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

• Continued planning for the move from One American Place to the Goodwood location. The move plan includes a multi-phase series of moves of resolution and closing advisors early next week from Goodwood to the Customer Assistance Center, and the final move from downtown to Goodwood on the weekend of April 14th • Conducted ADA compliance review of several centers

HUMAN RESOURCES • Continued recruiting and hiring in support of Homeowner and Rental programs including: o Extended six offers to Call Center Line Agents, expected start date 04/16/07 o Offered staff affected by the small rental program changes new positions • Continued developing revised supervisory & managerial training to be implemented either by the end of April or beginning of May. • Continued coordination efforts to support HUD Section 3 requirements through outreach including: o 9 April, United Houma (Indian) Nation, Seminar Workshop for Tribal Council, Houma, Louisiana o 11 April, Black Chamber of Commerce of New Orleans, Seminar Workshop for Executive Leadership, New Orleans, Louisiana o 18 April, Hispanic Chamber of Commerce, Resume Workshop for Hispanic and Latino Communities, Kenner, Louisiana

POLICY & PLANS • Worked with State to revise documentation addressing programmatic changes to the Homeowner program • Continued work on dual processing for 3 and 4 unit, owner-occupied units including updating processing data requirements, reviewing intake appointment procedures developed for Housing Assistance Centers, and continuing to review draft of the owner-occupied evaluation protocol • Continued to provide on-site support for Resolution team • Continued work to revise and update policy guidance provided for Resolution team • Continued work on developing policy guidance to address insurance issues • Worked with MIS to begin development of systems requirements for second disbursements. Reviewed and provided comments on initial draft of requirements • Continued data collection coordination for public launch of WIMBY tool • Continued implementation of condominium program including development of home evaluation protocols and systems requirements • Coordinated with training to address outstanding questions raised by staff about recently updated income policies

22 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

TRAINING • Developed and delivered instructor-led training on updates to income policy (including income calculation and documentation) and disbursement policy for owners with no mortgage lender • Created training/demo for the Applicant Detail System (online tool that enables Advisors to provide updates on an applicant's status)

Table 18: Training Summary Training Target Type Training Name Audience Location Date Attendees External Homeowner HCRs Online As of April 5, 122 Construction 2007 Representative Online Training Course Internal RH Online Core Staff Homeowner Online As of April 5, 231 Training Program Staff 2007 Internal RH Online Advanced Homeowner Online As of April 5, 206 Homeowner Assistance Program Staff 2007 Program Training Internal RH Information Security All Road Home Online As of April 5, 1124 and Management online Staff 2007 training Internal RH Small Rental Road Home Customer April 2, 2007 9 Property Repair Employees Assistance Program Orientation (Rental Program) Center Baton Rouge, LA Internal HDS Software Training Road Home Goodwood Office April 3, 2007 13 Employees Baton Rouge, LA (Rental Program) Internal Training on Income and Pre-Closing Goodwood Office April 4, 2007 14 Disbursement Updates Team (Session Baton Rouge, LA 1) Internal Training on Income and Pre-Closing Goodwood Office April 4, 2007 19 Disbursement Updates Team (Session Baton Rouge, LA 2) Internal Training on Income and Pre-Closing Goodwood Office April 4, 2007 22 Disbursement Updates Team (Session Baton Rouge, LA 3) Internal Training on Income and Resolution Customer April 4, 2007 21 Disbursement Updates Advisors Assistance (Session 1) Center Baton Rouge, LA Internal Training on Income and Resolution Customer April 4, 2007 20 Disbursement Updates Advisors and Assistance CCRT agents Center (Session 2) Baton Rouge, LA Internal Training on Income and Resolution Customer April 4, 2007 37 Disbursement Updates Advisors and Assistance CCRT Agents Center and QA (Session Baton Rouge, LA 3) Internal Just-in-Time Training: Housing Housing April 4, 2007 330 Income Policy Updates Assistance Assistance Center Staff - (all Centers except Orleans East and Mobile 23 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

Training Target Type Training Name Audience Location Date Attendees Teams) Internal Just-in-Time Training: Housing Housing April 4, 2007 176 Disbursement Policy Assistance Assistance Updates Center Staff (all Centers except Cameron, Calcasieu, Orleans Poydras, Orleans East and Mobile Teams) Internal Professional Rebuilding Housing Housing April 4, 2007 219 Registry Training Assistance Assistance Center Staff - Centers Cameron, Calcasieu, Orleans Poydras, Orleans East and Mobile Teams Internal Road Home Advisory Mobile Teams Orleans East April 4-5, 2007 30 Services Training Housing Assistance Center New Orleans, LA Internal Developing Supportive Non Profit Rental Orleans Poydras April 5, 2007 9 Housing Staff Housing Assistance Center New Orleans, LA Internal Training on Income and Resolution Customer April 5, 2007 24 Disbursement Updates Advisors Assistance (Session 1) Center Baton Rouge, LA Internal Training on Income and Resolution Customer April 5, 2007 30 Disbursement Updates Advisors and Assistance Appeals Team Center (Session 2) Baton Rouge, LA Internal Training on Income and CCRT agents Customer April 5, 2007 20 Disbursement Updates (Session 1) Assistance Center Baton Rouge, LA Internal Training on Income and CCRT agents Customer April 5, 2007 12 Disbursement Updates (Session 2) Assistance Center Baton Rouge, LA * Prior reports listed the total number of students registered for the RH Online training to date. This report lists the number of students who have actually passed all of the module exams for each course

EXTERNAL AFFAIRS

Outreach • Conducted Shreveport Mobile Center Open House • Provided information at the Gulf Coast Economic Summit in New Orleans, LA • Manned table at the City of New Orleans Welcome Home Center. Served as a source of information for returning families. Numerous other providers include, but

24 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

are not limited to: FEMA, SBA, City of New Orleans, Louisiana Spirit, etc. The Outreach team has made a commitment to staff this table daily going forward. • Provided information to applicants and potential applicants at Housing Fair at Renaissance Village, a FEMA park in Baton Rouge • Led Homeowner Informational Sessions at: o Friendship Baptist Church Job/Educational Fair in Dallas, Texas o FDIC/Neighborworks in Dallas, Texas • Enhanced outreach efforts via media interviews in the following venues: o Andre Trevigne talk show, New Orleans, LA (every week, Tuesdays 12:00-1:00 PM-Perry Franklin) o KSLA-TV Channel 12 in Shreveport • Researched venues for Round 2 Rental Informational Sessions

Table 19: Community Outreach Metrics Events Week People Reached Events To People Reached Meeting Type 3/30-4/5 Week 3/30-4/5 Date To Date Community 14 372 271 21,546 Faith Based 2 187 63 9,823 Business 1 37 12 347 Governmental 2 2 116 3,761 Case Managers 2 45 79 1,737 Rental -- -- 39 1,474 TOTALS 21 643 580 38,688

Communications In support of Homeowner program: • Posted interim website introduction page to inform homeowners of finalized policy changes • Drafted and distributed talking points for interim messaging in advance of revised program policies • Distributed news release to media promoting Road Home Advisory Services • Continued paid media efforts to promote Alexandria and Shreveport mobile deployments • Forwarded revised radio creative for motivational campaign to client for approval In support of Rental program: • Delivered final notification letters and envelopes to Rental team for Late, Incomplete and Withdrawal notification letters to be mailed by Call Center • Submitted “Conditional Awards Distributed” press release to client for feedback • Sent Round 1 notification fact sheet “A Guide to Protecting Yourself from Home Repair Scams and Fraudulent Contractors” to print • Finalized drafts of Round 1 notification fact sheets, guides, brochures and flyers sent to Rental team to review • Developed and submitted Stafford Act press release and talking points to Rental team for review • Submitted External Media Plan Communications Director for review and feedback

25 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

• Submitted strategy for Rental program Lender advertising model • Began developing Round 2 communications strategy • Began developing Rental team communications protocol for Round 2

Public Information • Supported Alexandria Mobile Center through interviews with local media including KISS-FM-98.7, The Town Talk, KALB-TV-5, KCBE-FM-102.3, KMXH-FM-93.9, KALB-TV, and KALX- TV • Supported the Shreveport Mobile Center through interviews with local media including KSYB (1300 AM), KEEL-AM, Magic 102.0 (Cumulus) • Supported the Memphis Mobile Center by contacting media outlets including WPTY-TV (ABC), WREG-TV (CBS), The Memphis Silver Star News, The Commercial Appeal (editorial and news), The Democrat (Senatobia, MS), The Tunica Times (Tunica, MS), WHBQ-TV (FOX), WMC-TV (NBC), The Jackson Sun (Jackson, TN), The Tri-State Defender, KJMS-FM 101.1 (R&B station), and WHAL-FM 95.7 (Gospel) • Responded to media inquiries on HUD/state agreement • Responded to media inquiries on lump sum disbursements • Conducted Outreach to potential Vietnamese applicants including: o Met with Abbeville Vietnamese Community Church and Abbeville Vietnamese Community Leader to provide the Road Home program information o Contacted Mr. John-Hoa Nguyen to find out information about the Vietnamese evacuees who evacuated to Alexandra and Memphis o Translated Memphis Open House email blasts and sent back to communication department for distribution o Visited Plaquemine HAC and spoke to two Vietnamese applicants o Visited Vietnamese Market in Buras and left 50 Vietnamese Homeowner fact sheets o Emailed Mobile Housing Center open house announcement in Memphis to Vietnamese media in Texas, Georgia and Louisiana, Vietnamese churches and non-profit agencies o Researched Vietnamese point of contact in Houma, Morgan City, Thibodaux areas, and information about evacuees in Shreveport area o Delivered Homeowner general fact sheets in Vietnamese to St. Anthony church in Baton Rouge. • Conducted Outreach to potential Hispanic applicants including: o Contacted Hispanic Station KSYR FM; and over 100 media outlets in LA, TX, OK and AR about the opening of the Alexandria and Shreveport mobile centers o Participated in interview with The Shreveport Times- Mary Jimenez to be featured in 4/5 edition o Distributed Media Kits with materials in English and Spanish o Finalized translation and corrections to ‘Ceasar’ ad and translated Memphis Mobile ad o Continued translating documents to Spanish as requested

26 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

MIS • Planned for rollout of Co-Nexus the week of April 23rd, working with telecom vendor to wire stations needed to 66 block • Completed majority of PointSec Laptop Encryption • Continued planning for implementation of RH Scheduler • Finalized data merging within Access Database to allow better visual representation of applicant aging • Repaired data corruption issues within Worltrac and began preparing the software for integration and use within the Rental program • Continued refining JIRA Enhancement requirements • Drafted the paper application for Rental program Round 2 • Began creating scripts for testing and importing into Mercury • Prepared for Rental program letter generation • Modified Blue Streak software for Rental program • Worked with Analytics and Rental program to identify the Owner Occupant population • Installed the new network circuit and server for the Goodwood office • Setup production server for the Microsoft ADS application for the development team. • Setup a dedicated server for the Issue Tracker application at the NTG data center • Began developing architecture for Public Release of WIMBY • Completed a high level WBS for the Blue Streak to HDS data migration • Researched Rental program evaluations process for system integration from HDS to the data warehouse • Met with HDS to discuss when the next build would be delivered

FRAUD PREVENTION • Performed with File Review of outliers identified by applicant data analytics • Performed data analytics on evaluator data • Performed additional investigative procedures for matters referred to Antifraud, Waste, and Abuse, including document review, interviews, and referral to Road Home departments and law enforcement • Attended meeting with HUD ASAC Fernando Ramos • Attended State Fraud Task Force meeting and presented update on Antifraud Waste and Abuse efforts • Provided direction to the Rental program regarding verification of cost estimates and certifications required of applicants to those costs • Obtained direct access to the Blue Streak applicant database for development of data analytic queries by working with the Rental program • Developed queries for Rental applicant data to determine multiple applications submitted for the same address or name. This occurred between the Rental and Homeowner program and within the Rental program • Submitted initial draft duplicate query results to the Rental program

27 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

• Attended meeting with HDS, (the system of record provider for the Rental program) and discussed process flow within the database • Provided comments to the Rental program concerning requirements for identity verification based on policies used in the Homeowner program • Attended a HDS database overview demonstration which addressed functionality to be included in the database beginning with Round 2 • Provided comments to the Rental program concerning the retention of the original application for late and incomplete applications submitted during Round 1 • Attended Rental process flow meeting with KPMG IT Advisory • Participated in meetings to discuss draft program changes submitted to State • IT Advisory: o Completed 95% of Interface Testing o Completed 95% of Remediation Testing o Developing draft Home Owner Data Integrity Report o Scheduled Risk Assessment and Segregation of Duties discussion for Thursday (4/5) with Lon Anderson, Donna Migoni, Sandra Lucas, Max Shaneyfelt, Fred Tombar, and Jacob Goodson o Held update meeting with State and Road Home MIS.

Table 20: Fraud Prevention Metrics

Prior 3/2- 3/9- 3/16- 3/23- 3/30- Current ACTIVITY Totals 3/8 3/15 3/22 3/29 4/5 Total Applicant Issues Reported to Anti- 50 8 3 3 - 3 67 Fraud Evaluator Issues Reported to Anti- 4 ---- - 4 Fraud Third-Party Issues Reported to Anti- 14 ---- - 14 Fraud

QUALITY ASSURANCE AND CONTROL In support of Homeowner program: • Completed reviewing Batch 28 of Options Letters • Reviewed closing files and made file handling recommendations • Completed the final report draft for the Subject Matter Expert (SME) review of the Housing Assistance Center processes – the report is in final review • Began a comprehensive review of ACL documentation for applicant files • Began developing embedded QA/QC personnel requirements for ongoing support of the HACs In support of Rental program: • Continued working with Rental program regarding development of process QA/QC templates • Continued Phase I testing of Rental program Round 1 applications • Began Phase II testing of Rental program Round 1 applications 28 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

• Developed the Letter Review testing scenario – support tool development is under way

COMPLIANCE • Interviewed by HUD Review Team pertaining to Anti-Fraud procedures • Completed work and returned service on one Federal Civil Subpoena, and three HUD OIG Administrative subpoenas • Attended HUD Review Team Entrance and Exit Conferences • Completed the writing of several interviews conducted during the week • Provided additional material and had several discussions with officials of the Loyola Law School pertaining to the Ombudsman Program

SPECIAL NEEDS ADVISORY TEAM (SNAT) • Continued reviewing and compiling all LA Spirit assessments of Housing Assistance Centers • Continued to work with the National Center for Community Literacy at Loyola to establish training and guidance documents for staff working with applicants with low literacy levels • Delivered Special Needs Advisory Team training to the New Orleans East HAC • Completed training for “HAC in a Box” the homebound applications process for use in Louisiana, as well as, outside of the state • Researched resources for applicants in Memphis for mobile team deployments • Updated the Resource List based on additional foreclosure info sent by ACORN Housing • Completed first draft of that list of policy questions that pertain to special needs and seniors • Distributed weekly email to Special Needs Liaisons. Corresponded with Liaisons during the week to address issues arising in the Centers such as referrals and interpreters • Assessed the building selected as the New Orleans West Bank HAC for special needs purposes

29 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

APPENDIX A

Option Selections of Applicants, by Parish of Damaged Residence Note: All Damaged Residence information is as provided by the applicant during the application process. Actual damaged residence information may differ from what the applicant provided. Eligibility information is properly is confirmed during the verification process

Option 2. Option 3. Option 1. PARISH Sell, but Stay in Sell, and Move out Total Keep Your Home Louisiana of Louisiana ACADIA 14 3 0 17 ALLEN 12 4 0 16 ASCENSION 12 1 0 13 ASSUMPTION 5 1 0 6 BEAUREGARD 50 10 0 60 CALCASIEU 1,029 99 2 1,130 CAMERON 271 85 2 358 CATAHOULA 1 0 0 1 DE SOTO 0 0 0 0 EAST BATON ROUGE 54 3 0 57 EAST FELICIANA 4 3 0 7 IBERIA 144 12 1 157 IBERVILLE 7 2 0 9 JACKSON 1 0 0 1 JEFFERSON 4,133 77 18 4,228 JEFFERSON DAVIS 58 4 0 62 LAFAYETTE 8 3 0 11 LAFOURCHE 29 1 1 31

30 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

Option 2. Option 3. Option 1. PARISH Sell, but Stay in Sell, and Move out Total Keep Your Home Louisiana of Louisiana LIVINGSTON 20 3 1 24 NATCHITOCHES 1 0 0 1 ORLEANS 11,700 1,342 505 13,547 PLAQUEMINES 353 173 15 541 POINTE COUPEE 1 0 0 1 RAPIDES 1 0 0 1 SAINT BERNARD 2,032 1,443 254 3,729 SAINT CHARLES 47 1 0 48 SAINT HELENA 7 0 0 7 SAINT JAMES 6 0 0 6 SAINT LANDRY 9 3 0 12 SAINT MARTIN 10 2 0 12 SAINT MARY 29 5 0 34 SAINT TAMMANY 2,618 94 24 2,736 ST JOHN THE BAPTIST 64 0 0 64 TANGIPAHOA 50 9 0 59 TERREBONNE 241 31 1 273 VERMILION 319 40 2 361 VERNON 2 0 0 2 WASHINGTON 66 6 1 73 WEST BATON ROUGE 1 0 0 1 Totals by Option 23,409 3,460 827 27,696

31 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

APPENDIX B

Benefits Calculated by Damaged Residence Parish Note: All Damaged Residence information is as provided by the applicant during the application process. Actual damaged residence information may differ from what the applicant provided. Eligibility information is confirmed during the verification process Number of Number of Parish Calculations Parish Calculations Other 3 Acadia 46 Ouachita 2 Allen 41 Plaquemines 1,566 Ascension 21 Pointe Coupee 3 Assumption 20 Rapides 2 Beauregard 131 Sabine 3 Calcasieu 2,845 Saint Bernard 9,641 Cameron 1,254 Catahoula 1 Saint Charles 124 De Soto 1 Saint Helena 23 East Baton Rouge 85 Saint James 13 East Feliciana 9 Saint Landry 26 Franklin 1 Saint Martin 20 Iberia 411 Saint Mary 58 Iberville 18 Saint Tammany 5,370 Jackson 2 St John the Baptist 121 Jefferson 7,930 Tangipahoa 133 Jefferson Davis 206 Terrebonne 616 La Sale 1 Vermilion 744 Lafayette 22 Vernon 4 Lafourche 94 Livingston 54 Washington 171 Natchitoches 1 West Baton Rouge 4 Orleans 31,265 63,106

32 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

APPENDIX C Closings by Parish and Zip Code – Note: All Damaged Residence information Number of Number of is as provided by the applicant during the Parish Closings Parish Closings application process. Actual damaged Acadia 2 Natchitoches 1 residence information may differ from Allen 3 Orleans 2,785 what the applicant provided. Eligibility Ascension 4 Plaquemines 25 information is confirmed during the Beauregard 9 Pointe Coupee 1 verification process Calcasieu 335 Saint Bernard 574 Cameron 47 Saint Charles 17 East Baton Rouge 12 Saint Helena 1 East Feliciana 1 Saint Mary 4 Iberia 49 Saint Tammany 925 Iberville 1 St John the Baptist 18 Jefferson 1,794 Tangipahoa 7 Jefferson Davis 13 Terrebonne 54 Lafayette 6 Vermilion 87 Lafourche 2 Washington 20 Livingston 4 TOTAL 6,802 *Detailed closing data is based on population of 6,802, rather than 6,770 reported in Daily Governor’s Report as of April 5, 2007 due to a variance in data feeds

.

33 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

Closings by Zip Code Number of Number of Number of Zip Code Closings Zip Code Closings Zip Code Closings Data Not Available 1 70070 4 70125 103 70001 83 70072 295 70126 382 70002 74 70073 1 70127 349 70003 177 70075 72 70128 283 70005 80 70082 1 70129 122 70006 165 70083 10 70130 5 70017 1 70084 2 70131 72 70018 1 70085 83 70177 1 70022 1 70087 5 70219 1 70032 76 70091 1 70344 28 70036 9 70092 176 70353 2 70037 8 70094 87 70354 1 70040 3 70095 1 70356 1 70041 3 70101 1 70358 3 70043 161 70112 2 70363 15 70047 5 70113 22 70364 1 70050 1 70114 42 70377 3 70053 36 70115 56 70394 1 70056 139 70116 20 70397 4 70057 4 70117 281 70401 3 70058 198 70118 132 70403 1 70059 3 70119 195 70404 1 70062 30 70121 17 70426 1 70065 366 70122 476 70427 15 70067 20 70123 20 70430 1 70068 18 70124 222 70431 1

34 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

Number of Number of Number of Zip Code Closings Zip Code Closings Zip Code Closings 70433 15 70601 117 70737 2 70435 5 70605 35 70760 1 70437 1 70607 53 70767 1 70438 3 70611 23 70769 1 70441 1 70615 30 70770 1 70445 18 70616 1 70775 1 70447 7 70630 5 70805 1 70448 28 70631 14 70810 1 70449 1 70632 6 70812 2 70450 1 70633 6 70814 3 70452 7 70634 3 70815 2 70454 2 70641 1 70817 2 70458 276 70643 4 71027 1 70460 130 70645 6 6,802 70461 428 70646 1 70462 1 70647 15 *Detailed closing data is based on 70471 10 70648 4 population of 6,802, rather than 6,770 reported in Daily Governor’s Report as of 70501 3 70652 1 April 5, 2007 due to a variance in data feeds 70503 1 70653 1 70510 30 70655 1 70524 1 70657 2 70526 1 70660 4 70528 17 70661 6 70529 1 70663 31 70533 47 70665 15 70538 4 70668 5 70546 3 70669 12 70548 2 70707 1 70560 41 70717 1 70578 2 70722 1 70591 2 70726 2

35 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

APPENDIX D

36 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

APPENDIX E

37 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

APPENDIX F

Mitigation Assistance by Housing Assistance Center

Meetings- Housing Assistance Center Phone/Email Meetings-IMM Meetings-Other Training Other Tasks Shadow Appt. Cameron 16 17 268 2427 39 Calcasieu -- 5 49 12-- 15 East Baton Rouge 15 113 407 41 18 97 Jefferson 54 12 3,023 37214 16 New Orleans East 35 -- 215 ------Orleans 13 10 2,081 6466 32 Plaquemines ------St. Bernard 4 2 145 21 6 10 St. Tammany 13 42 2,603 9 11 6 Vermilion 1 -- 120 21-- 10 Total 151 201 8,911 564 142 225 Phone/Email Responding to questions from applicants or advisors over the phone or email regarding mitigation. Meetings-Shadow Appts Participating with Housing Advisor's Meetings with applicants. Meetings-IMM Conversation applicants or housing advisors specifically related to Mitigation Measures. This includes presentations to applicants in the waiting rooms, in Mitigation offices, or other settings. Meetings-Other Road Home related meetings not specifically for discussing mitigation (i.e., center staff meetings, training/orientations, and Housing Advisor Team integration of Mitigation staff into center functions). Training Attending required training including Road Home training online. Other Tasks Working on tasks (i.e., Power Point presentations for community outreach) or for support tasks not fitting into the other categories.

38 Weekly Situation & Pipeline Report Week 40 March 30 – April 5, 2007

GLOSSARY

Pipeline Diagram Terms (Figures 1 and 2)

APPLICATIONS Online in System represents the cumulative number of applications in the system for applications submitted online. Mail in System represents the cumulative number of applications in the system for hard copy applications submitted via mail. Phone in System represents the cumulative number of applications in the system for applications taken over the phone. Total in System represents the cumulative number of applications in the system for applications submitted online, via mail, and over the phone.

APPOINTMENTS Appointment Letters Sent represents the cumulative number of letters sent to applicants asking them to call and schedule an appointment. Not all applicants will receive appointment letters because they may be ineligible or may have already scheduled their appointment over the phone. Appointment letters are sent in batches twice a week. Appointments Scheduled represents the cumulative number of appointments scheduled to date. Appointments Completed represents the cumulative number of appointments completed at Housing Assistance Centers where advisors submitted the applicants’ completed applications.

CALCULATIONS Applications in Verification represents the cumulative number of applicants whose application data is being verified to determine eligibility and basis for calculation of benefits. Benefits Calculated represents the cumulative number of applications for which eligibility has been determined and benefits have been calculated for the various possible options.

CLOSINGS Options Letters Sent represents the cumulative number of applicants who have been sent a benefit options letter noting their respective benefit options. Options Selected represents the cumulative number of applicants who have replied to the options letter and selected their benefit option. Closed represents the cumulative number of applicants who have gone through the closing process.

39