The Road Home Week 99 Situation & Pipeline Report

May 27, 2008

Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table of Contents EXECUTIVE SUMMARY ...... 3 Homeowner Assistance Program...... 3 Small Rental Property Program ...... 4 Deliverables ...... 4 HOMEOWNER PROGRAM ...... 5 Housing Assistance Center Activity ...... 7 Award Calculation Activity ...... 7 Award Selection Activity...... 7 Low/Moderate Income Households...... 7 Elevation Program Activity ...... 9 Closing Activity...... 9 Condominium Project ...... 11 Manufactured Home Project...... 11 Home Evaluations (Home Inspection) Activity...... 12 Call Center Activity ...... 13 Resolution Team ...... 14 Appeals ...... 14 Personal Application Liaisons (PAL) ...... 14 Housing Assistance Center Appointment Activity...... 17 RENTAL PROPERTY PROGRAM...... 21 Underwriting...... 21 Appeals ...... 21 Owner Occupant (OO) Units ...... 22 Tier 2 Call Center...... 23 Financial Advisors ...... 23 URA ...... 23 PROGRAM SUPPORT STATUS ...... 24 LOGISTICS ...... 24 HUMAN RESOURCES ...... 24 POLICY & PLANS ...... 24 TRAINING ...... 25 EXTERNAL AFFAIRS...... 26 Outreach...... 26 Communications/Media Relations...... 28 INFORMATION TECHNOLOGY ...... 28 FRAUD PREVENTION...... 28 QUALITY ASSURANCE AND CONTROL ...... 29 COMPLIANCE...... 33 SPECIAL NEEDS ADVISORY TEAM ...... 33 APPENDIX A...... 34 APPENDIX B ...... 36 APPENDIX C ...... 37 APPENDIX D...... 44 APPENDIX E ...... 48 1 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

APPENDIX F...... 49 GLOSSARY ...... 50

2 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

EXECUTIVE SUMMARY

Homeowner Assistance Program Homeowner Program Advisors completed 441 RHAS appointments with applicants during the reporting period. The number of benefits calculated increased to 160,017 and the total number of closings held as of May 22 increased to 108,997. Cumulatively, homeowners returned 139,979 benefit options selection letters.

Table 1: Homeowner Program Snapshot

Activity As of COB Weekly As of COB Status Adjustments May 15 Activity May 22 Inactive Ineligible

Applications Received 229,409 - 229,409 Applications Not Valid for Processing 44,303 44,303 Applications Recorded 185,106 - 185,106 Pre-Appointment Inactives 19,149 19,149 Total Appointments Held 219,830 441 220,271 Initial Appointments Held 166,093 - 166,093 868 7,427 RHAS Appointments Held 53,737 441 54,178 Benefits Calculated 159,994 23 160,017 Benefit Options Letters Sent 151,077 150 151,227 1,269 454 Total Benefit Options Letters Returned 139,979 Number of Option One Selections 121,465 318 121,783 2,841 1,981 Number of Option Two Selections 10,101 6 10,107 208 99 Number of Option Three Selections 2,820 2 2,822 153 18 Decline Benefits 1,851 18 1,869 71 21 Delay Benefits 3,283 (37) 3,246 237 93 Incomplete Benefit Selection Form & Resolution 491 (118) 373 18 18 Benefit Options Letters Available for Transfer to Closing 129,475 Files Transferred for Closing 114,916 786 115,702 1,188 37 Total Inactives and Ineligibles 6,853 73,600 Closings Scheduled 795 Closings Held 108,793 204 108,997

3 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Small Rental Property Program Small Rental continues to process active awardees for Round 1 and 2. Small Rental has begun processing the Round 2.1 (Waitlist) conditional awardees who have returned the signed conditional award acceptance.

Table 2: Rental Program Snapshot

Round 2 Waitlist Program Activity Round 1 Round 2 (Round 2.1) Total RENTAL UNIT AWARDS Total Conditional Awards Issued 2,702 5,032 1,996 9,730 Conditional Awards Cancelled 1,983 1,250 435 3,668 Conditional Awards Reinstated 51 42 0 93 Total Active Awards 770 3,824 1,561 6,155 Commitment Letters Mailed 590 1,198 0 1,788 OWNER OCCUPIED UNIT AWARDS Active OO Unit Awards 139 135 29 303 OO Unit Award Letters Mailed 138 102 0 240

Deliverables Table 3 lists the deliverables provided during the reporting period. Table 3: Program Deliverables Del. ID Deliverables Date

00025 Weekly Combined Report 05/20/2008 00002-05212008 Cash Flow Projection Report 05/21/2008

4 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

HOMEOWNER PROGRAM

Figure 1: Homeowner Assistance Program Pipeline - Applicant Input and Calculation HOMEOWNER CUMULATIVE CUMULATIVE - 166,093 applicants have completed PROCESS As of 5/15 As of 5/22 INCREASE initial appointments

APPS RECEIVED 229,409 229,409 -

APPS RECORDED 185,106 185,106 -

PRE-APPT - The $9.35 billion total and INACTIVE APPS 19,149 19,149 - $60,682 average award represent maximum benefit if INITIAL ALL applicants select Option 1 APPTS HELD 166,093 166,093 - – rebuild in place (the total includes additional compensation grant RHAS 53,737 54,178 441

APPOINTMENTS APPTS HELD calculations, compensation APPLICATIONS & grants, and elevation grants, but does not include ‘zero’ grant awards)

BENEFITS CALCULATED 159,994 160,017 23

TOTALTOTAL $9.21$9.21 billion billion $9.35$9.35 billion billion $.14$.14 b b AVERAGEAVERAGE $59,820$59,820 $60,682$60,682 CALCULATIONS

5 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Figure 2: Homeowner Assistance Program Pipeline – Option Selection and Closing Processing

HOMEOWNER CUMULATIVE CUMULATIVE

PROCESS As of 5/15 As of 5/22 INCREASE - Applicants have returned 139,979 Benefits Selections Forms. After processing and OPTIONS review, 129,475 of these forms LETTERS SENT 151,077 151,227 150 are available for transfer to closing agents for further OPTIONS LETTERS 139,664 139,979 315 processing. RETURNED - Applicants’ initial option selections are in Appendix A BSF AVAIL OPTION OPTION FOR TRANSFER 129,188 129,475 287

SELECTION TO CLOSING - *Extrapolation of average award for populations where funds have been disbursed

TRANSFERRED 114,916 115,702 786 TO CLOSING

INACTIVE See the Glossary for explanation of CLOSING FILES 1,194 1,188 (6) Figure 2 terms

CLOSINGS HELD 108,793 108,997 204 CLOSINGS TOTALTOTAL $6.36$6.36 billion billion $6.38$6.38 billion billion $.02$.02 b b AVERAGE* $58,483 $58,507

6 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Housing Assistance Center Activity • A total of 441 RHAS appointments were held at the Housing Assistance Centers for the reporting week. o Road Home Advisory Services (RHAS) activity increased 9% from the previous reporting period. 53,178 total RHAS appointments held to date 348 RHAS appointments were due to walk-ins

Award Calculation Activity • The Road Home has calculated 160,017 benefits, an increase of 23 for the week o The average total benefit calculated was $60,682 (excluding ‘zero’ awards) o 5,876 calculations resulted in ‘zero’ grant amounts o 154,141 ‘non-zero’ or ‘positive’ grant amounts were calculated

Award Selection Activity • A total of 139,979 homeowners have returned a benefits options letter (Table 1) • Of the homeowners who have selected their options: o 31,133 options selection letters have been returned from elderly applicants (Table 4) o The vast majority of all homeowners, including elderly homeowners, have selected Option 1 to keep their homes o 129,475 benefits options letters are available for transfer to closing agents • Appendix A summarizes the option selection of applicants by Parish • Appendix B lists the benefits calculated by Parish

Table 4: Cumulative Elderly Benefits Options Selection Elderly Benefits Options Selected Number of Option One 25,853 Number of Option Two 3,121 Number of Option Three 2,159 Total Elderly Benefits Options Selected 31,133

Low/Moderate Income Households • A total of 108,984 applicants had gone to closing and received their Road Home disbursement as of May 22, 2008. Of these applicants, 47,525 (44 percent) were documented as LMI. • A total of $6,376,375,925.48in Homeowner Assistance Program awards were disbursed as of May 23, 2008. Of these disbursements, $3,329,156,639 (52 percent) went to applicants documented as LMI. • Extrapolating to the 108,997 awards that have closed for a total of $6.38 billion, approximately $3.32 billion will be documented as LMI.

7 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table 5: Options Selected Activity Total Household and Low/Moderate Income (LMI) Detail

Option Selected Option 1 Option 2 Option 3 Totals Number of Options 121,783 10,107 2,822 134,712 Selected Total $ in Options $6,559,261,478.23 $793,803,486.29 $186,048,994.69 $7,539,113,959.21 Selected Comp Grant $ in $4,769,678,556.26 $593,529,380.77 $186,048,994.69 $5,549,256,931.72 Options Selected Elev Grant $ in Options $459,332,269.79 $459,332,269.79 Selected * ACG $ in Options $1,330,250,652.18 $200,274,105.52 $1,530,524,757.70 Selected

Number of Options 52,999 4,562 1,171 58,732 Selected by LMI Total $ to LMI $3,555,893,505.49 $438,348,916.39 $76,950,332.05 $4,071,192,753.93 Comp Grant $ to LMI $1,995,467,797.79 $238,074,810.87 $76,950,332.05 $2,310,492,940.71 Elev Grant $ to LMI * $230,175,055.52 $230,175,055.52 ACG $ to LMI $1,330,250,652.18 $200,274,105.52 $1,530,524,757.70

% of Total Options 44% 45% 41% 44% Selected that are LMI % of Total $ to LMI 54% 55% 41% 54% % of Comp Grant $ to 42% 40% 41% 42% LMI % of Elev Grant $ to LMI 50% N/A N/A 50% % of ACG $ to LMI 100% 100% N/A 100% * Due to changes in the Elevation program, Elevation grant dollars reported are now based on actual rather than projected dollars.

8 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table 6: Closings Held Activity including LMI Detail Total Household and Low/Moderate Income (LMI) Detail

Closings Held Option 1 Option 2 Option 3 Totals Number of Closings 100,810 6,551 1,623 108,984 Held Total $ in Closings Held $5,710,499,507.45 $546,739,346.45 $119,137,071.58 $6,376,375,925.48 Comp Grant $ in $4,462,964,544.01 $413,850,356.70 $118,820,940.45 $4,995,635,841.16 Closings Held Elev Grant $ in Closings $47,729,093.72 $49,755.00 $47,778,848.72 Held ACG $ in Closings Held $1,199,805,869.72 $132,839,234.75 $316,131.13 $1,332,961,235.60

Number of Closings 43,804 3,026 695 47,525 Held by LMI Total $ to LMI $2,986,644,119.15 $291,161,397.96 $51,351,122.25 $3,329,156,639.36 Comp Grant $ to LMI $1,830,038,306.85 $163,887,963.65 $51,034,991.12 $2,044,961,261.62 Elev Grant $ to LMI $18,394,029.55 $20,460.00 $18,414,489.55 ACG $ to LMI $1,138,211,782.75 $127,252,974.31 $316,131.13 $1,265,780,888.19

% of Total Closings 43% 46% 43% 44% Held that are LMI % of Total $ to LMI 52% 53% 43% 52% % of Comp Grant $ to 41% 40% 43% 41% LMI % of Elev Grant $ to 39% 41% N/A 39% LMI % of ACG $ to LMI 95% 96% 100% 95%

Elevation Program Activity As of May 22, 2008: • 113,019 Elevation letters have been sent to applicants • 20,254 applicants have returned letters expressing their interest in participating in the elevation program • 88 disbursements of elevation funds have taken place

Closing Activity • As of May 22, 2008, a total of 115,702 files were transferred to closing agents, 786 files were transferred during the reporting week. Reporting was revised to exclude files that were re-transmitted or reassigned to closing agents. • The closing team assisted closing agents with the completion of 204 closings • Of the total 108,997 cumulative closings: o The average award is $58,507 o 47,604 also received additional compensation grants. The average additional compensation grant award is $28,001

9 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

o Closed 25,064 elderly applicants for a total of $1,736,008,255 o Appendix C reports Closings by Parish and Zip Code • To date, the closing agents have completed 1,512 additional disbursements for a total of $47,945,656 o The average additional disbursement is $31,710

Figure 3: Award Size

16000 13% 14000 11% 11% 12000 9% 10000 7% 8% 8000 6% 6% 5% 5% 5% 4% 6000 4% 4% 4000 2% 1% 2000 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) *Detailed closing data is based on population of 108,984, rather than 108,997 reported in Daily Governor’s Report as of May 22, 2008, due to a variance in data feeds.

Table 7: Pre-Closing Tracking Report ACTIVITY Fri Sat Sun Mon Tues Wed Thurs Weekly 5/16 5/17 5/18 5/19 5/20 5/21 5/22 Total Files Transferred for 786 ------786 Closing

Table 8: Applicants and Closings Held By Race/Ethnicity Applicants Closings Held Race # % # % American Indian/Alaska Native 666 >1% 408 0% American Indian/Alaska Native and White 530 >1% 309 0% American Indian/Alaskan Native/Black-African American 379 >1% 246 0% Asian 2,925 2% 1,828 2% Asian and White 300 >1% 190 0% Black/African American 65,837 36% 45,425 42% Black/African American and White 1,153 1% 777 1% Native Hawaiian/Other Pacific Islander 183 >1% 115 0% Other Multi-Racial 3,419 2% 2,184 2% White 72,046 39% 42,694 39% A race was not provided 37,668 20% 14,808 14% 185,106 108,984 *Detailed closing data is based on population of 108,984, rather than 108,997 reported in Daily Governor’s Report as of May 22, 2008, due to a variance in data feeds.

10 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Condominium Project Following the approval of policies for condominium evaluations, a special project was begun to identify and move condominium properties to closing. To date the project has yielded the following progress summarized in Table 9.

Table 9: Condominium Pipeline Progress Activity Prior 4/18- 4/25- 5/02- 5/09- 5/09- Current Total 4/24 5/01 5/08 5/15 5/15 Total Total number of Condo 1,065---- - 1,065 Applications Total CSIR forms mailed 1,084 - 12 1 - - 1,097 Total CSIR forms received 1,100 - 12 1 - - 1,113 Total Evaluations 1,084 - 12 1 - - 1,097 Requested Total Evaluations 928116- 84 1,020 Completed Total Option Calculations 536 46 76 32 88 32 810 Completed Option Letters Created 492 45 71 11 130 31 780 Option Letters Mailed* 492 45 71 11 130 31 780 Option Letters Received 256 32 5 5 120 31 449 Transmitted for Closing 115 16 25 11 9 16 192 Closings Held 9711417 6 126 Elevation Only Awards 186---- - 186 Inactive Applications 167 10 152 15 19 1 364 Ineligible Applications 190 (10) 9 - (58) 1 132 *This count is also included in the overall Road Home option letter count.

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. Efforts have resulted in 84% manufactured home applications being released into the letter generation process. To date the project has yielded the following progress summarized in Table 10: • Have identified 16,211 manufactured home applicants to date • Well into process of updating/ensuring valid HEs are in data warehouse • Working through PSV process o For nearly all cases, we have established whether or not land is owned – used application data or called homeowner o Where land is owned, have determined whether or not the existing BPO is based on manufactured home comparables; if not ordered new BPO o Received special set of NADA data for values as of August 2005 on 3/9/07 o Confirmed 13,694 uploaded PSVs (BPOs, N.A.D.A, Road Home Appraisals, and Applicant-provided Appraisals) meet MH policy • Letter generation underway 11 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table 10: Manufactured Home Pipeline Progress Activity Prior 4/18- 4/25- 5/02- 5/09- 5/16- Cumulative Total 4/24 5/01 5/08 5/15 5/22 Total Total number of Manufactured Home 16,199 1 6 - 2 3 16,211 Applications Total Manufactured Home Evaluations 15,111 (43) 13 67 (67) - 15,081 verified Total Pre-Storm values 13,400 42 61 50 75 66 13,694 verified Total Applications released into letter 13,387 55 55 56 74 67 13,694 generation process

Home Evaluations (Home Inspection) Activity Table 11: Home Evaluation Team Metrics ACTIVITY Prior 4/18- 4/25- 5/02- 5/09- 5/16- Current Five Total 4/24 5/01 5/08 5/15 5/22 Total Week Average Work Orders Submitted 164,993 57 3 2 21 4 165,080 17 by Housing Advisors Work Orders 162,804 6 14 7 7 5 162,8431 8 Dispatched

Evaluations Completed 160,525 4 20 25 45 - 160,619 19 in the Field

1 – Discrepancy 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 23May2008, but are not yet processed.

• Resolved 50 holds; current backlog of 220 (most of this backlog are Inactive or Ineligible) • Completed 24 Appeal cases; received 36 new cases, and 50 are in progress • Resolved 10 JIRA issues; current backlog of 1,155 • Addressed 27 Strike and Stealth Team issues • Completed 203 Option Selection calls • Reviewed 331 FEMA Eligibility appeals • Completed 77 REVSCHED reviews • Completed 45 elevation grant calls • Conducted 203 grant review issues • Performed 120 elevation grant calls • Addressed 4 State remands • Reviewed 24 post-accepted evaluation edit cases and identified 3 for additional review 12 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Call Center Activity Table 12: Call Center Metrics ACTIVITY Prior Total 4/18- 4/25- 5/02- 5/09- 5/16- Current Five 4/24 5/01 5/08 5/15 5/22 Total Week Average Calls 2,282,516 10,482 10,031 7,919 8,476 8,231 2,327,655 9,027 Calls Abandoned 76,346 20 13 15 48 17 76,459 23 Average Speed of N/A .19 .04 .07 .11 .11 N/A N/A Answer (minutes) Spanish Calls 12,029 48 45 56 40 56 12,274 49 Vietnamese Calls 8,068 30 29 24 12 13 8,176 22 RHAS Appointments 25,661 178 248 184 160 152 26,583 184 Scheduled Closing Status 51,052 62 49 56 74 75 51,368 63 Appeals 8,055 37 31 21 73 41 8,258 41 Foreclosure 958 - 2 - 1 2 963 1 Small Rental 60,861 787 913 561 500 476 64,098 647 Inquiries

Call Center activity decreased 3% from the previous reporting period. The percentage of abandoned calls was reported at less than 1% during the period. Figure 4 shows the daily call volume for the reporting period.

Figure 4: Daily Call Volume

0 5/22 1,421 1,421 2 5/21 1,634 1,636 0 5/20 1,594 1,594 5 5/19 1,879 1,884 0 5/18 0 0 7 5/17 399 406 3 5/16 1,304 1,307

0 200 400 600 800 1,000 1,200 1,400 1,600 1,800 2,000

Total Calls Calls Answ ered Calls Abandoned

13 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Resolution Team During the reporting period, 234 resolution issues were resolved, leaving 151 open. (See Appendix D)

Appeals As of May 22, 2008, 14,082 cases were received by appeals. After review, 1,019 cases were not accepted by appeals, 1,211 of the cases were moved to resolution, 1,620 were transferred to post-closing, and 10,232 remained in appeals for further processing. Table 13 shows the status of these cases.

Table 13: Status of Appeals ACTIVITY As of COB As of COB As of COB As of COB As of COB 4/24 5/01 5/08 5/15 5/22 Appeal Cases Pending 36 44 50 47 52 Research Appeal Cases Pending 1,738 1,722 1,765 1,825 1,691 Decision Appeal Cases Resolved 6,196 6,510 6,923 7,293 7,607 (Decided) Ineligible Status Appeal 1,607 1,505 1,206 1,063 882 Total Appeal Cases 9,577 9,781 9,944 10,228 10,232

Further analysis of the resolved appeals cases (7,607) shows that: • 2,667 (37%) have resulted in additional funds being awarded to applicants for a total of $66,760,014. The average additional disbursement is $25,032 • 354 (5%) resulted in a reduction of award for a total of $5,247,115. The average reduction is $14,822 • 2,343 (31%) resulted in no change to the award amount • 2,243 (31%) were reviewed for an eligibility determination, 1,002 were approved and 1,241 were denied In addition, there were 540 appeal cases transferred to the State appeals process for which 329 are closed and 211 are in progress

Personal Application Liaisons (PAL) During the reporting week, 2,289 contacts were made through the PAL initiative. Table 14 and Figure 5 detail these contacts by type and day.

Table 14: PAL Metrics ACTIVITY Prior 4/18- 4/25- 5/02- 5/09- 5/16- Current Total 4/24 5/01 5/08 5/15 5/22 Total Email Received 433 60 76 96 56 59 780 Inbound Calls 10,114 725 553 515 564 513 12,984 Outbound Calls 36,870 2,046 1,954 1,571 1,781 1,717 45,939 Total Contacts 47,416 2,831 2,583 2,182 2,401 2,289 59,702

14 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Figure 5: PAL Contacts by Day

495 445 445

395 332 336 345 330

295 272

245

195

145 116 125 104 92

Number of ContactsperDay 95 76

45 19 10 2 12 13 5 -5 5/16/08 5/17/08 5/19/08 5/20/08 5/21/08 5/22/08

EMail Rec eiv ed Inbound Call Outbound Call

As of May 22, 2008, a total of 32,420 applicant files have moved forward through the PAL initiative. Figure 6 shows the PAL application breakdown. • A total of 14,480 applicant files are being worked by PAL staff • A total of 17,940 applicant files have progressed to the closing process as the result of PAL efforts o 2,170 have been transmitted to closing o 7,444 have closed and are at a status of Funds Requisitioned o 8,326 have closed and are at a status of other than Funds Requisitioned

Figure 6: PAL Application Breakdown

Being Worked by PAL Staff 44% Closed-Funds Requisitioned 23%

Transmitted to Closing 7%

Closed-Other Status 26%

15 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Additionally, Table 15 shows a breakdown of issues by categories that are being handled through the PAL initiative.

Table 15: PAL Issues by Category

Issue Category # Apps Advisory Services 47 Affordable Compensation Loan 23 APPEALS 9 Applicant Info 134 Application Completion 43 Appraisal 203 Audits 2 Benefits Counseling 2 BPO 29 Constituent Services 1 CREDCO 1,350 Delay of Benefit 164 ECD 27 EGrant Calculation 7 Elevation 1,295 FEMA 40 FEMA Ind Assist 64 Flood Ins (NFIP) 3 Geospatial 1 Grant Review 15 Home Evaluation 247 Homeowner dispute or decision pending 317 Info Request 59 Insurance 97 Legal Costs 2 Missing Documentation 1,051 Multiple Issues 177 Not Eligible to Appeal 4 Option Change 14 Option Letter 163 Other 543 Outlier 21 Owner Occupancy 133 Ownership 230 Parish Damage 21 Policy Appeal 8 Pre-Storm Value 497 Program eligibility pending 604 QA Outliers 3 Request Appraisal 2

16 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Issue Category # Apps Resolution Expedited Letter 1 Status Change 273 Title 716 Title - Post Closing 1 Zero Benefit 502 Grand Total 9,145

Housing Assistance Center Appointment Activity There were a total of 441 RHAS appointments held at the Housing Assistance Centers during the reporting period. The Centers continued to see applicants on Saturdays (Figure 7).

Figure 7: Housing Assistance Center RHAS Appointments by Day

120 104 y 100 92 86

80 77

60 60

22 20 Number ofAppointments per Da

0 5/16/2008 5/17/2008 5/18/2008 5/19/2008 5/20/2008 5/21/2008 5/22/2008

17 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table 16: Housing Assistance Center Appointments by Week

Five Prior 4/18- 4/25- 5/02- 5/09- 5/16- Current Week ACTIVITY Total 4/24 5/01 5/08 5/15 5/22 Total Average RHAS Appointments 51,423 496 480 459 406 441 54,178 460 Held Average Daily RHAS 83 80 77 68 74 Appointments Held

Figures 8 shows the number of RHAS 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 348 walk-ins for RHAS appointments during this reporting period.

18 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Figure 8: RHAS Scheduled, Held and Walk-Ins by Center

25 Vermilion Total 25 0

29 Terrebonne Total 39 13

35 St. Tammany Total 44 11

39 St. Bernard Total 48 9

31 New Orleans Poydras Total 47 21

85 New Orleans East Total 96 12 Housing Centers Assistance 49 Jefferson Total 51 2

23 Calcasieu Total 40 18

8 Baton Rouge Total 18 10

0 20 40 60 80 100 120 RHAS Appointments

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

19 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Figure 9 shows the average number of RHAS appointments per day over the current and previous periods. Figure 9: Average Daily Appointments by Period

200

100 83 80 77 74 67 Appointments

0 1-May 8-May 24-Apr 15-May 22-May

Period Ending

20 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

RENTAL PROPERTY PROGRAM

Underwriting • Continued processing of returned, signed Round 1 and 2 Conditional Award documents (See Table 17)

Table 17: Conditional Award Processing Round 2 Waitlist Round 1 Round 2 (Round 2.1) CONDITIONAL AWARD STAGE Conditional Awardees 2,702 5,032 1,996 VERIFICATION STAGE Active Awards 770 3,824 1,561 COMMITMENT LETTER STAGE Commitment Letters Mailed 590 1,198 0 Commitment Letters Returned by Applicant 403 303 0 POST COMMITMENT STAGE 0 - 24% Construction Complete 124 141 0 25 - 49% Construction Complete 53 25 0 50 - 74% Construction Complete 32 11 0 75 - 100% Construction Complete 194 126 0 Total 403 303 0

Appeals • Received 29 new appeals • Completed 36 Appeal Review Determinations • Researched and resolved 13 requests for Constituent Services • Prepared 8 State appeals files • Prepared and submitted 38 files to QA/QC for review • Prepared 4 files for Appeals Review Committee • Mailed 26 Determination letters • Mailed 44 extension letters

21 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table 18: Status of Appeals

Round 2 Waitlist Program Appeals Round 1 Round 2 (Round 2.1) Total Level II Issues Received 261 345 506 1,112 Level II Issue Determinations Made 210 160 346 716 Level II Issues Remaining to be Resolved 51 185 160 396

Table 19: Appeals Determinations Summary Appeals Determination Cumulative After Road Home Review Total Approved 101 Denied 573 Dismissed 32 Withdrawn 10

Owner Occupant (OO) Units • Mailed additional OO Letters • Submitted OO files to QC for pre-closing review and pre-letter review

Table 20: Owner Occupant Award Activity

Round 2 Waitlist Program Owner Occupant Unit Awards Round 1 Round 2 (Round 2.1) Total Active OO Unit Awards 139 135 29 303 OO Unit Award Letters Mailed 138 102 0 240 No Acceptance Required 24 21 0 45 Award Cancelled Post Mailing 1 0 0 1 OO Unit Award Acceptance Received 105 47 0 152 Outstanding OO Unit Award Acceptances 8 35 0 43 OO Unit Award Cancelled Post Acceptance 4 3 0 7 OO Unit Award Closings Held 81 15 0 96

22 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Tier 2 Call Center • Answered applicants’ questions on de-obligation, denial, contra, incomplete letters and status of their Round 1 & 2 applications

Table 21: Tier 2 Call Center Metrics

Inbound Calls Round 1 29 Round 2 94 Round 2 Waitlist (Round 2.1) 96 Other 34 Total Inbound Calls 253

Financial Advisors • Coordinated upcoming Outreach Events • Scheduled and completed appointments with applicants who request financial advice or counseling

Table 22: Financial Advisor Appointment Activity Financial Advisor Cumulative Appointments Total Applicants Contacted 801 Appointments Not Required 144 Appointments Required 657 Appointments Completed 542 Appointments to be Completed 115

URA • Continued to process URA case files by scheduling appointments with owners and tenants

23 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table 23: Relocation Activity

Occupied Properties

Round 2 Waitlist Owner Occupants with Tenants Round 1 Round 2 (Round 2.1) Program Total Total Rental Units 200 78 0 278 Tenant Occupied (Relocation possibly needed) 130 39 0 169 Vacant Units 70 39 0 109

Round 2 Waitlist General Pool with Tenants Round 1 Round 2 (Round 2.1) Program Total Total Rental Units 55 280 4 339 Tenant Occupied (Relocation possibly needed) 44 116 3 163 Vacant Units 11 164 1 176

PROGRAM SUPPORT STATUS

LOGISTICS • Ordered ADA signage for Harvey II facility • Continued reconciliation of property inventory report

HUMAN RESOURCES • Designed and conducted first-ever HUD Section 3 Training Program on "JOB Hunting in an Urban environment," designed for low- and very low-income persons, military veterans, people with disabilities, and individuals living in public housing. • Continued recruiting and hiring for multiple positions in support of the Rental and Homeowner programs including Operations and AMA o Continued recruiting and hiring efforts for Homeowner program including AMA Analysts, Team Leads, Managers, Intake Specialists, Appeals Advisors, Coordinators, Grant Review Advisors, and Network Engineer o Continued recruiting and hiring efforts for Rental including Relocation Specialists, and Rental Application Advisors

POLICY & PLANS • Continued to work with Home Evaluation team to revise version 16 of the protocols • Answered policy questions from staff • Reviewed job aids for the Training team 24 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

• Delivered grant review checklist and procedures and due diligence procedures to State for review and approval. State approved all deliverables • Distributed approved ownership and occupancy affidavit for mobile homeowners who are unable to provide documentation of ownership and occupancy to staff for implementation • Discussed outstanding change proposals with State at CCB meeting and made State’s requested modifications to change proposals • Received signed clarification to 188H which prohibits applicants from submitting more than one post-storm appraisal as of and after May 23, 2008

TRAINING • Completed Customer Service training delivery • Updated Rental Guides • Updated Case Management materials • Created Income Verification Guide

Table 24: Training Summary Training Type Training Name Target Audience Location Date Attendees Internal RH Information All Road Home Staff Online As of May 22, 1,569 Security and 2008 Management Online Training

Internal Housing Assistance Homeowner Program Online As of May 22, 201 Center Standard Staff 2008 Operating Procedures Online Internal Updated Standards All Road Home Staff Online As of May 22, 1,113 of Ethical Behavior 2008

Internal Assisting Applicants All Road Home Staff Online As of May 22, 83 Who Need 2008 Additional Services Training Internal Case Management Elevation Only Customer May 16, 2008 10 Training Advisors Assistance Center Baton Rouge, LA Internal Customer Service Customer Service Goodwood Office May 16, 2008 17 Team Building Advisors Baton Rouge, LA Exercises Internal Income and Post-Closing Advisors Goodwood Office May 16, 2008 33 Insurance Refresher Baton Rouge, LA Internal Pre-Closing Training Terrebonne and Conference Call May 16, 2008 8 Goodwood Advisors Internal Customer Service Customer Service Goodwood Office May 19, 2008 20 Training Advisors Baton Rouge, LA Internal Customer Service Customer Service Customer May 19, 2008 20 Phone and Crisis Advisors Assistance Center Training Baton Rouge, LA

25 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Training Type Training Name Target Audience Location Date Attendees Internal Case Management Homeowner Program Fairfax, VA May 19-20, 2008 46 for New Hires New Hires Internal Grant Review Grant Review Team Fairfax, VA May 21-22, 2008 48 Procedures Training

EXTERNAL AFFAIRS

Outreach • Provided individualized Road Home updates via an ongoing presence at the St. Bernard Community Center in St. Bernard Parish, Lower 9th Ward Homeowners’ Association in Orleans Parish, Iberia Courthouse in Iberia Parish, and via Acorn Housing Forum in Baton Rouge. • Assisted Audit team in retrieving Post-Closing documents. • Assisted with Outreach on homebound visits. • Assisted Initial Disbursement team in retrieving documents from applicants facing barriers to closing. • Assisted ACG Review team in retrieving post-closing documents. • Sent E-Outreach, a weekly communiqué to 1,436 legislators, staffers and community leaders informing them of program updates and details. This week’s e-outreach focused on Covenant Requirements and Monitoring and program statistics. A second e-outreach focused on Elevation Form Deadline and program statistics. • Provided program information/monitored at the Joint Legislative Committee on the Budget, Senate Committee on Finance, and Legislative Audit Advisory Council meetings. • Worked with elected officials and staff regarding constituent issues and imminent HAC closures including: o Congressman William Jefferson o Congressman Charles Boustany o Congressman Charlie Melancon o U.S. Sen. Mary Landrieu o Sen. A.G. Crowe o Sen. Cheryl Gray o Sen. Troy Hebert o Sen. Edwin Murray o Sen. John Alario o Sen. Nick Gautreaux o Sen. Ben Nevers o Sen. Derrick Shepherd o Sen. Eric LaFleur o Sen. Jack Donahue o Sen. Reggie Dupre o Rep. Austin Badon

26 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

o Rep. Gregory Cromer o Rep. Noble Ellington o Rep. Jim Fannin o Rep. A.B. Franklin o Rep. Elbert Guillory o Rep. Anthony Ligi o Rep. Cedric Richmond o Rep. Kevin Pearson o Rep. Karen Carter Peterson o Rep. Scott Simon o Rep. Juan LaFonta o Rep. Charmaine Marchand o Rep. Simone Champagne o Rep. Jonathan Perry o Rep. Girod Jackson o Rep. Tim Burns o Rep. J.P. Morrell o Rep. Neil Abramson o Rep. Walt Leger o Rep. Damon Baldone o Rep. Gerry Gisclair o Rep. Gordon Dove o Rep. Taylor Barras o St. Tammany Parish President Kevin Davis o New Orleans City Councilman James Carter o New Orleans City Councilmember Cynthia Hedge-Morrell o New Orleans City Councilmember Cynthia Willard-Lewis o New Orleans Mayor Ray Nagin o Plaquemines Parish President Billy Nungesser o Plaquemines Parish Councilman Burghart Turner o Slidell Mayor Ben Morris o Terrebonne Council Clerk Paul Labat o Vermilion Council Member John LeBlanc o Vermilion Council Member Marc Poche • Provided Homeowner information, status checks, and process guidance at Beacon of Hope in Orleans Parish. • Worked with special needs applicants to assist them in moving their applications forward. • Coordinated field visits as needed. • Reviewed inactive files of Special Needs applicants to provide additional assistance. • Arranged homebound closing appointment for applicant.

27 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table 25 Community Outreach Metrics Events People People Events To Meeting Type held reached Reached To Date 5/16-5/22 5/16-5/22 Date Community 10 73 794 44,299 Faith-Based 1 4 209 19,693 Business - - 28 1,351 Governmental 4 - 307 9,703 Case Managers - - 167 3,427 Rental - - 107 1,901 TOTALS 15 77 1,612 80,374

Communications/Media Relations In support of Homeowner program: • Developed an HMGP elevation package for mailing to potential elevation applicants who are only eligible for HMGP funding. • Submitted the Elevation Form Receipt Postcard to OCD for approval. • Continued outreach efforts to Hispanic and Vietnamese communities. In support of Rental program: • Rental program approved strategy for Outreach events for tenants. • Submitted document that lists the active Small Rental Property program awardees count and award amount by census block for each parish as of April 21, 2008 to State for approval. • Submitted updated Rental program Outreach process to Outreach and Rental program for approval. • Registered applicants for the May 31, 2008 Rental program Outreach event in Kenner for applicants that have not completed construction.

INFORMATION TECHNOLOGY In support of Homeowner program: • Completed analysis and reviewed correction of 68 of 71 applications with elevation that were incorrectly recorded as option 2 applications In support of Rental program: • URA Tool o Gathered requirements for additional fields that need to be added o Assisted relocation specialist using the URA tool • HDS o Worked with HDS regarding the inherent rights issue o Collaborated with HDS to review XML tool defect o Finished testing the purchase module FRAUD PREVENTION • Continued to address investigations. • Bi-weekly homeowner antifraud update meeting held with OCD (rescheduled from 5/15/2008). • Met with HUD OIG and ICF regarding investigative matters. 28 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table 26: Fraud Prevention Metrics Prior 4/18- 4/25- 5/02- 5/09- 5/16- Current ACTIVITY Totals 4/24 5/01 5/08 5/15 5/22 Totals Applicant Issues Reported to Anti- 1,052 24 19 49 27 17 1,188 Fraud Evaluator Issues Reported to Anti- 5 - - - 5 Fraud Third-Party Issues Reported to Anti- 29 - - - 29 Fraud

QUALITY ASSURANCE AND CONTROL In support of Homeowner program: • QA/QC Housing Assistance Center interview-level monitoring concluded in February 2008.

Table 27: QA/QC Housing Assistance Center Applicant File Reviews Period of Applications Center Name Report Status Review Reviewed Orleans–Poydras Orleans–East Jefferson nd Baton Rouge 2 Quarter 2007 Four (4) Reports 296 Calcasieu (April-June) Complete Cameron Terrebonne Vermilion Jefferson Orleans-Poydras Orleans-East Orleans-West Bank rd Baton Rouge 3 Quarter 2007 Calcasieu (July- 586 Nine (9) Reports St. Tammany September) Complete St. Bernard Vermillion Terrebonne Houston Jefferson Orleans-Poydras Orleans-East Orleans-West Bank 4th Quarter 2007 Baton Rouge Nine (9) Reports Calcasieu (October- 648 Complete St. Tammany December) St. Bernard Vermillion Terrebonne Houston

29 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Period of Applications Center Name Report Status Review Reviewed

Jefferson Orleans-Poydras 1st Quarter 2008 Orleans-West Bank Three (3) Reports January- 217 Baton Rouge Complete St. Tammany February*) St. Bernard

Table 28: QA/QC Housing Assistance Center Advisor Sit-In Reviews

Advisor Sit-Ins Center Name Period of Review Report Status Completed

Jefferson Orleans-Poydras Orleans-East Orleans-West Bank 3rd Quarter 2007 Baton Rouge Five (5) Reports Calcasieu (July- 47 Complete St. Tammany September) St. Bernard Vermillion Terrebonne Houston Jefferson Orleans-Poydras Orleans-East Orleans-West Bank 4th Quarter 2007 Baton Rouge Six (6) Reports Calcasieu (October- 76 Complete St. Tammany December) St. Bernard Vermillion Terrebonne Houston

Table 29: QA/QC Pre-Closing/Closing Monitoring Activities ACTIVITY Period of Review # Reviewed

Pre-Closing File Reviews 5/16-5/22/08 132

Additional Compensation Grant Eligibility Reviews 5/16-5/22/08 37

• Reviewed 132 pre-closing files and made recommendations regarding file handling. • The Pre-Closing/Option letter team also assisted with Mobile Home, ACG, Appeals, and Additional Disbursement testing this period. • The Pre-Closing/Option letter team also assisted with a special project “Option 2 Replacement Housing” for this entire period. • Reviewed files with Additional Compensation Grants calculated to verify eligibility and amount calculated.

30 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Table 30: QA/QC Option Letter Generation Quality Control Activities ACTIVITY Period of Review # Reviewed # Released % Released Benefit Option Letter Review 5/16-5/22/08 28 28 100%

Table 31: QA/QC Advisory Services Benefit Option Letter Reviews ACTIVITY Period of Review # Reviewed # Released % Released Constituent Services Group 5/16-5/22/08 2 2 100% Benefit Option Letter Reviews

Table 32: Embedded QA/QC Resolutions/Case Management Reviews Prior 4/11- 4/18- 4/25- 5/02- 5/09- Five Current ACTIVITY Total 4/17 4/24 5/01 5/08 5/15 Week Files Reviewed 3,362 12 26 13 12 16 3,441 16

Files Approved 2,915 8 13 8 8 14 2,966 10

Approval Rate 87% 67% 50% 62% 67% 88% 86% 67%

• Reviewed applicant files resolved by the Resolutions-Case Management team. o Tested those cases where the calculation input values (estimates, other compensation, etc.) had been changed or overridden to determine if the issues were properly resolved in JIRA and if the appropriate changes had been correctly updated in eGrants. • Please note dates represent the date range cases were initially processed; QA/QC activities take place after initial processing.

Table 33: Embedded QA/QC Resolutions/Case Management Reviews Prior 4/11- 4/18- 4/25- 5/02- 5/09- Five Current ACTIVITY Total 4/17 4/24 5/01 5/08 5/15 Week Mobile Home 2,929 51 60 39 26 67 3,172 49 Files Reviewed Files Approved 2,340 41 47 36 23 60 2,547 41

Approval Rate 80% 80% 78% 92% 88% 90% 80% 86%

• Performed validity tests on calculation inputs (estimates: PSV and Home Evaluation Cost Estimate) for mobile home applicant files reviewed by Resolutions. o Tested those cases where the calculation input values (pre-storm value) had had been changed or overridden to determine if the applicant file followed proper mobile home PSV hierarchy and to determine if the pre-storm value was based upon mobile home values and not on single family dwelling values.

31 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

• Please note dates represent the date range mobile home cases were initially processed; QA/QC activities take place after initial processing.

Table 34: 2nd/Additional Disbursement Reviews ACTIVITY Period of Review # Reviewed 2nd (Additional) Disbursement Reviews 5/16-5/22/08 27

• Performed independent evaluations of files identified as being ready for an additional closing by the Additional Disbursement Team. • Reviewed applicant data to ensure accuracy and reliability. • Ensured eGrants has captured the adjusted amounts. • Validated that adjusting figures are correctly calculated. • Verified Post Closing Instructions are properly uploaded to eGrants.

Closing Monitoring Reviews: • QA/QC Cash Sale Reviews concluded in May 2008.

Table 35: Cash Sale Reviews Cash Sale Reviews Closing Agency Period of Review Report Status Completed

First American and HGI 4/04-4/10/08 206 Complete

First American and HGI 4/11-4/17/08 678 Complete

First American and HGI 4/18-4/24/08 164 In Progress

First American and HGI 4/25-5/01/08 452

First American and HGI 5/02-5/08/08 260 In Progress

First American and HGI 5/09-5/15/08* 80 * Last day covenant reviews performed.

• Performed validity test to ensure Cash Sales for Option 2 and 3 applicants have been recorded in the respective parish Registrar of Conveyance Office. • Quality Assurance/Quality Control’s review process and procedures: o Obtain a listing of all applicants closed with the Program with a Closing Date and Closing Disbursement date from eGrant system by Parish. o Conduct cash sale reviews of applicants noted as having a closing date and receiving a disbursement on the eGrant report at the applicable parish conveyance office damaged addresses are located in. o Determine the applicant name noted in eGrants is the same as noted in conveyance record files. 32 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

o Verify damaged address in e-Grants is the same as noted on Act of Cash Sale. o Document the date Act of Cash Sale recorded. o Document whether the Act of Cash Sale is signed by applicant. o Document whether the property is deeded to Louisiana Road Home Corporation in conveyance record. o Reviewed new Homeowner policies and procedures.

Table 36: Appeals File Reviews ACTIVITY Period of Review # Reviewed

Appeals Files Reviewed 5/16-5/22/08 6

• Performed independent evaluations of appeals files to ensure compliance with established policies and procedures. In Support of the Small Rental Program: • Completed testing of 16 Round 1 Owner Occupied Unit Award Letters. • Completed testing of 2 Round 2 Owner Occupied Unit Pre-Closing Review. • Completed testing of 15 Appeals Determinations. • Conducted cross training for QA/QC team members for Owner Occupied Unit Reviews. • Supported Homeowner Option Letter Reviews and Second Disbursement Reviews in order to support program objectives

COMPLIANCE • Researched and responded to subpoenas, advocacy group requests, and applicant requests served on the Program • Investigated matters reported via the Ethics and Anti-Fraud Help Lines • Continued investigation on internal Program matters • Reviewed and updated investigative reports on external matters

SPECIAL NEEDS ADVISORY TEAM • Held ongoing communications with Special Needs Liaisons during the week to address issues arising relative to individuals with special needs, program changes and their roles • Assisted External Communications Team with Project III, AGC and Cash Drawer Projects by providing quality control review and document research of applicant files. • Continued refining a Resource and Referral Information guide for applicants who are elderly or have disabilities for possible distribution to advisors via Web Portal • Reviewed Call-Center scripts to clarify referral process after closing of HACs • Met with “Archiving” personnel to discuss process for archiving sensitive “Special Needs” files

33 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

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 confirmed during the verification process

Option 3. Option 5. Option 6. Option 1. Option 2. Option 4. Sell, and Delay Unable to PARISH Keep Your Sell, but Stay in Decline Total Move out of Selection of Determine Home Louisiana Benefits Louisiana Benefit Selection ACADIA 312 3 315 ALLEN 507 16 2 21 528 ASCENSION 160 3 1 164 ASSUMPTION 229 3 1 2 235 BEAUREGARD 1,002 18 1 8 4 1,033 CALCASIEU 13,385 213 13 154 124 10 13,899 CAMERON 1,631 200 7 55 37 2 1,932 EAST BATON ROUGE 191 5 1 2 199 EAST FELICIANA 26 1 27 EVANGELINE 65 1 1 67 IBERIA 1,079 33 2 5 55 1,129 IBERVILLE 58 2 60 JEFFERSON 25,783 263 58 330 757 28 27,219 JEFFERSON DAVIS 917 17 2 5 11 3 955 LAFAYETTE 120 3 1 1 125 LAFOURCHE 815 14 1 5 4 1 840 LIVINGSTON 224 7 1 2 234 ORLEANS 41,894 4,293 1,824 671 1,39848 50,128

34 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Option 3. Option 5. Option 6. Option 1. Option 2. Option 4. Sell, and Delay Unable to PARISH Keep Your Sell, but Stay in Decline Total Move out of Selection of Determine Home Louisiana Benefits Louisiana Benefit Selection OTHER 2 2 PLAQUEMINES 3,061 386 41 64 130 10 3,692 POINTE COUPEE 15 15 SABINE 30 1 31 SAINT BERNARD 7,644 4,134 802 364 408 22 13,374 SAINT CHARLES 1,055 7 1 6 15 1 1,085 SAINT HELENA 279 2 1 282 SAINT JAMES 378 2 380 SAINT LANDRY 168 6 1 1 176 SAINT MARTIN 104 6 1 1 112 SAINT MARY 864 11 3 4 882 SAINT TAMMANY 11,140 235 55 121 261 8 11,820 ST JOHN THE BAPTIST 1,288 4 1 4 13 2 1,312 TANGIPAHOA 1,546 13 2 3 3 1 1,568 TERREBONNE 2,582 88 3 20 24 8 2,725 VERMILION 1,646 94 4 35 20 1 1,800 VERNON 145 3 3 151 WASHINGTON 1,421 22 3 4 16 1,466 WEST BATON ROUGE 14 14 WEST FELICIANA 3 3 121,783 10,107 2,822 1,869 3,246 152 139,979

35 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

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 Parish Calculations Number of Rapides 1 Parish Calculations Sabine 34 Acadia 354 Saint Bernard 14,633 Allen 656 Saint Charles 1,445 Ascension 195 Saint Helena 324 Assumption 281 Saint James 464 Beauregard 1,175 Calcasieu 15,407 Saint Landry 216 Cameron 2,112 Saint Martin 135 East Baton Rouge 321 Saint Mary 1,070 East Feliciana 38 Saint Tammany 13,448 Evangeline 87 St John the Baptist 1,745 Iberia 1,323 Tangipahoa 1,789 Iberville 93 Terrebonne 3,172 Jefferson 33,329 Vermilion 1,999 Jefferson Davis 1,172 Vernon 177 Lafayette 153 Washington 1,786 Lafourche 992 West Baton Rouge 19 Livingston 294 West Feliciana 6 Orleans 55,444 Other 2 160,017 Plaquemines 4,107 Pointe Coupee 19

36 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

APPENDIX C Closings by Parish and Zip Code – 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. *Detailed closing data is based on population of 108,984 rather than 108,997 reported in Daily Governor’s Report as of May 22, 2008 due to a variance in data feeds.

Option 3. Option 1. Option 2. Sell, and Move out of PARISH Keep Your Home Sell, but Stay in Louisiana Total Louisiana Acadia 229 2 231 Allen 378 6 384 Ascension 118 118 Assumption 146 146 Beauregard 771 6 777 Calcasieu 11,165 68 3 11,236 Cameron 1,257 83 2 1,342 East Baton Rouge 156 1 157 East Feliciana 21 21 Evangeline 38 38 Iberia 848 11 1 860 Iberville 39 1 40 Jefferson 21,329 110 15 21,454 Jefferson Davis 671 4 1 676 Lafayette 89 89 Lafourche 606 5 1 612 Livingston 161 1 162

37 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Option 3. Option 1. Option 2. Sell, and Move out of PARISH Keep Your Home Sell, but Stay in Louisiana Total Louisiana Orleans 36,082 2,748 995 39,825 Other 2 2 Plaquemines 2,070 171 12 2,253 Pointe Coupee 10 10 Sabine 17 1 18 Saint Bernard 6,508 3,139 565 10,212 Saint Charles 780 3 1 784 Saint Helena 186 1 187 Saint James 258 258 Saint Landry 130 5 135 Saint Martin 78 3 81 Saint Mary 581 2 583 Saint Tammany 9,548 99 22 9,669 St John the Baptist 986 986 Tangipahoa 1,120 3 1,123 Terrebonne 1,930 30 1 1,961 Vermilion 1,346 37 3 1,386 Vernon 103 1 104 Washington 1,038 10 1 1,049 West Baton Rouge 12 12 West Feliciana 3 3 100,810 6,551 1,623 108,984

38 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Closings by Zip Code Zip Code Number of Closings Zip Code Number of Closings Zip Code Number of Closings A zip code was not 70043 4,344 70072 3,860 provided 21 70044 3 70073 6 70001 740 70045 3 70074 1 70002 818 70046 11 70075 1,217 70003 2,014 70047 132 70076 11 70005 652 70048 1 70077 1 70006 1,264 70049 116 70078 16 70011 1 70050 163 70079 18 70012 1 70051 40 70080 11 70014 1 70052 33 70082 96 70017 10 70053 598 70083 562 70018 6 70054 2 70084 205 70019 4 70056 1,623 70085 1,224 70022 1 70057 84 70086 51 70028 1 70058 2,712 70087 262 70029 1 70059 5 70090 122 70030 37 70062 796 70091 70 70031 35 70063 5 70092 1,769 70032 1,585 70064 5 70093 2 70033 1 70065 3,251 70094 1,703 70036 158 70066 4 70095 3 70037 381 70067 343 70096 2 70038 200 70068 606 70101 14 70039 61 70069 9 70104 1 70040 284 70070 103 70105 1 70041 518 70071 34 70107 1 70042 7

39 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Zip Code Number of Closings Zip Code Number of Closings Zip Code Number of Closings 70109 1 70186 1 70381 2 70110 1 70189 1 70390 83 70112 65 70216 1 70391 4 70113 349 70217 1 7039284 26 70114 1,058 70219 1 70393 4 70115 1,161 70224 1 70394 201 70116 630 70230 1 70395 27 70117 4,959 70301 141 70397 128 70118 2,057 70339 3 70401 132 70119 3,023 70340 14 70402 1 70120 2 70341 35 70403 189 70121 353 70342 4 70404 13 70122 6,856 70343 21 70420 92 70123 426 70344 512 70421 9 70124 3,108 70345 71 70422 209 70125 1,390 70346 51 70423 1 70126 5,331 70352 1 70424 1 70127 3,499 70353 158 70426 133 70128 3,114 70354 45 70427 594 70129 1,696 70355 6 70429 2 70130 177 70356 116 70430 1 70131 1,201 70357 41 70431 94 70132 1 70358 181 70433 250 70150 1 70359 66 70434 7 70164 1 70360 102 70435 208 70170 1 70361 3 70436 12 70174 1 70363 575 70437 106 70175 3 70364 99 70438 281 70177 7 70372 7 70440 1 70179 1 70373 12 70441 122 70183 1 70374 34 70442 3 70185 1 70377 215 70443 129

70380 60 70444 142

40 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Zip Code Number of Closings Zip Code Number of Closings Zip Code Number of Closings 70445 571 70511 3 70554 6 70446 32 70512 13 70555 10 70447 67 70514 82 70556 8 70448 424 70515 8 70559 16 70449 14 70516 1 70560 588 70450 45 70517 36 70562 1 70451 18 70518 10 70563 18 70452 340 70519 2 70569 2 70453 8 70520 7 70570 80 70454 146 70521 1 70575 2 70455 9 70522 9 70576 1 70456 84 70523 14 70577 2 70457 1 70524 1 70578 49 70458 3,017 70525 16 70581 18 70459 10 70526 98 70582 33 70460 1,746 70528 266 70583 6 70461 2,509 70529 7 70584 4 70462 51 70531 8 70585 1 70463 13 70532 90 70586 14 70464 4 70533 579 70589 8 70465 26 70534 1 70591 128 70466 42 70535 30 70592 18 70467 2 70537 3 70601 2,686 70469 3 70538 345 70602 6 70470 3 70540 1 70605 1,497 70471 197 70542 43 70606 11 70478 1 70543 20 70607 1,787 70485 1 70544 149 70609 1 70501 19 70546 200 70610 1 70503 4 70548 86 70611 901 70506 9 70549 51 70612 5 70507 10 70550 2 70614 1 70508 6 70551 2 70615 1,076 70510 513 70552 8 70616 6

41 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Zip Code Number of Closings Zip Code Number of Closings Zip Code Number of Closings 70621 1 70669 559 70767 9 70630 104 70687 1 70769 12 70631 483 70699 1 70770 2 70632 158 70702 1 70774 6 70633 389 70706 11 70775 7 70634 393 70707 2 70776 5 70637 12 70711 14 70777 3 70638 2 70714 17 70778 9 70639 1 70716 1 70780 1 70640 26 70717 1 70785 19 70641 2 70718 2 70788 7 70643 95 70719 4 70789 2 70644 2 70721 14 70791 10 70645 235 70722 14 70792 1 70646 57 70723 32 70802 19 70647 529 70725 6 70805 25 70648 132 70726 25 70806 4 70650 11 70728 1 70807 7 70651 9 70729 1 70808 3 70652 57 70730 3 70809 1 70653 51 70733 5 70810 7 70654 8 70734 5 70811 6 70655 120 70737 28 70812 10 70656 9 70739 5 70814 12 70657 190 70740 2 70815 8 70658 18 70744 13 70816 5 70659 12 70748 1 70817 9 70660 87 70749 1 70818 1 70661 202 70753 1 70819 4 70662 3 70754 6 70820 2 70663 1,136 70757 2 70901 1 70664 11 70760 5 71026 1 70665 496 70761 1 71027 1 70666 1 70763 11 71028 1 70668 306 70764 7 71119 1

42 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Zip Code Number of Closings 71126 1 71295 1 71302 1 71322 1 71353 4 71367 10 71403 9 71429 1 71433 1 71439 2 71446 56 71449 9 71458 1 71460 1 71461 2 71462 1 71463 58 71474 2 71486 3 71496 1 108,984

43 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

APPENDIX D

RESOLUTION ISSUES RESOLVED 5/16/2008-5/22/2008

More than Category Category 0-29 Days 30-59 Days 60-89 Days 90-119 Days 120 Days* Total

Advisory Services 01 000 1 Affordable Compensation Loan 01100 0 11 APPEALS 04 000 4 Applicant Info 07 000 7 Delay of Benefit 67 000 13 Elevation 02 000 2 FEMA Ind Assist 02 000 2 Flood Ins (NFIP) 01 000 1 Geospatial 01 000 1 Grant Review 01 000 1 Home Evaluation 07900 0 79 Homeowner dispute or decision pending 02 000 2 Insurance 03900 0 39 Multiple Issues 01 000 1 No Category Assigned 15 4 0 0 0 19 Option Change 03 000 3 Option Letter 05 000 5 Other 03 000 3 Owner Occupancy 01 000 1 Ownership 02 000 2

44 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

RESOLUTION ISSUES RESOLVED 5/16/2008-5/22/2008

More than Category Category 0-29 Days 30-59 Days 60-89 Days 90-119 Days 120 Days* Total

Parish Damage 01 000 1 Policy Appeal 01 000 1 Post Closing Appointment 02 000 2 Pre-Storm Value 22500 0 27 Title 15 000 6 Totals 24 210 0 0 0 234

45 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

OPEN RESOLUTION ISSUES AS OF 5/22/2008

120 or Category Category 0-29 Days 30-59 Days 60-89 Days 90-119 Days More Days Total Affordable Compensation Loan 08 000 8 Applicant Info 01 000 1 Delay of Benefit 11 000 2 FEMA Ind Assist 03 100 4 Flood Ins (NFIP) 01 000 1 Home Evaluation 05310 0 54 Info Request 01 000 1 Insurance 03900 0 39 No Category Assigned 23 000 5 Option Change 02 000 2 Option Letter 03 000 3 Ownership 01 000 1 Title 03 000 3 APPEALS 03 000 3 Application Completion 01 000 1 Appraisal 01 100 2 EGrant Calculation 02 000 2 FEMA 02 000 2 Homeowner dispute or decision pending 03 000 3 Policy Appeal 01 000 1

46 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

OPEN RESOLUTION ISSUES AS OF 5/22/2008

120 or Category Category 0-29 Days 30-59 Days 60-89 Days 90-119 Days More Days Total Pre-Storm Value 01100 0 11 Second Disbursement 02 000 2 Totals 3 145 3 0 0 151

47 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

APPENDIX E

48 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

APPENDIX F

49 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

GLOSSARY

Table 1 Terms:

Applications Received represents the cumulative number of all applications entered in the system. This number includes applications that are incomplete, test and multiple submissions. Applications Not Valid for Processing represents the cumulative number of applications that are not valid. This number accounts for applications that are incomplete, test and multiple submissions. Applications Recorded represents the cumulative number of applications entered in the system. Pre-Appointment Inactives represents the cumulative number of applications entered that were previously Inactive and are now Ineligible for not having a completed appointment as of December 15. Total Appointments Held represents the cumulative number of appointments held including Road Home Advisory Services (RHAS) appointments held. Initial Appointments Held represents the cumulative number of all “first” appointments held. Road Home Advisory Services (RHAS) Appointments Held represents the cumulative number of all Road Home Advisory Services appointments held. Benefits Calculated represents the cumulative number of benefits calculated. Benefit Options Letters Sent represents the cumulative number of benefit options letters sent to applicants. Total Benefit Options Letters Returned represents the cumulative number of applicants who have selected their benefit options. Number of Option One Selections represents the cumulative number of applicants who have returned their selection of benefit option one – Stay. Number of Option Two Selections represents the cumulative number of applicants who have returned their selection of benefit option two – Relocate. Number of Option Three Selections represents the cumulative number of applicants who have returned their selection of benefit option three – Sell. Decline Benefits represents the cumulative number of applicants who have returned a letter to the program indicating they are declining all Road Home assistance. Delay Benefits represents the cumulative number of applicants who have indicated that they are delaying their benefit selections. Incomplete Benefit Selection Form And Resolution Cases Open represents the cumulative number of benefit option letters that have been returned to the program, but are incomplete or are not ready to be processed for closing. This number also includes applicants who have opened resolution cases. Because some applicants with open resolution cases also return their letters to the program, there is potential for overlap in this category. Benefit Option Letters Available for Transfer to Closing represents the cumulative number of returned options letters that are complete and ready for final verifications required to close Files Transferred for Closing represents the number of files transferred for closing to closing agents.

50 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

Total Inactives and Ineligibles represent the cumulative number of applicants who can not move forward in the program due to an issue that can not be resolved without action by the homeowner. This number also includes homeowners who have requested that their application not be processed at the current time. Reasons for an inactive status include: • Homeowners who have not responded to requests for additional application information in over 90 days • Applicants who have not returned benefit selection letters in over 90 days or have chosen to delay their option selection • Applicants who only qualify for elevation funds • Applicants who have mortgage or title issues that prevent them from closing Ineligible represents the total number of applicants who do not meet the basic eligibility criteria for the program or did not complete an initial appointment by the December 15 deadline. Closings Scheduled represents the daily additional number of closings scheduled and the total represents all closings currently scheduled to occur in the future. The number of closings scheduled to occur reflects the actual number of closings scheduled but not yet held. Closings Held represents the cumulative number of closings that have taken place (applicants completed signing).

Pipeline Diagram Terms (Figures 1 and 2):

APPLICATIONS & APPOINTMENTS Applications Received represents the cumulative number of all applications entered in the system. This number includes applications that are incomplete, test submissions and multiple submissions. Applications Recorded represents the cumulative number of applications entered in the system. Pre-Appointment Inactives represents the cumulative number of applications entered that were previously Inactive and are now Ineligible for not having a completed appointment as of December 15. Initial Appointments Held represents the cumulative number of all “first” appointments held. Road Home Advisory Services (RHAS) Appointments Held represents the cumulative number of all Road Home Advisory Services appointments held.

CALCULATIONS Benefits Calculated represents the cumulative number of benefits calculated.

OPTION SELECTION Benefit Options Letters Sent represents the cumulative number of benefit options letters sent to applicants. Total Benefit Options Letters Returned represents the cumulative number of applicants who have selected their benefit options.

51 Weekly Situation & Pipeline Report Week 99 May 16 – May 22, 2008

BSF Available for Transfer to Closing represents the cumulative number of returned options letters that are complete and ready for final verifications required to close

CLOSINGS Files Transferred for Closing represents the number of files transferred for closing to closing agents. Inactive Closing File represents the cumulative number of applicants who can not move forward in the program due to an issue that can not be resolved without action by the homeowner. This number also includes homeowners who have requested that their application not be processed at the current time. Reasons for an inactive status include: • Homeowners who have not responded to requests for additional application information in over 90 days • Applicants who have not returned benefit selection letters in over 90 days of have chosen to delay their option selection • Applicants who only qualify for elevation funds • Applicants who have mortgage or title issues that prevent them from closing Closings Held represents the cumulative number of closings that have taken place (applicants completed signing).