The Road Home Week 44 Situation & Pipeline Report

May 8, 2007

Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007 Table of Contents EXECUTIVE SUMMARY ...... 1 State Assistance Required...... 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 ...... 11 Call Center Benefits Option Assistance...... 12 Resolution Team ...... 13 Mailroom/Data Entry Activity...... 13 Housing Assistance Center Appointment Activity...... 13 Supporting Function Activity ...... 17 RENTAL PROPERTY PROGRAM...... 18 HAZARD MITIGATION GRANT PROGRAM (HMGP) ...... 19 PROGRAM SUPPORT STATUS ...... 20 LOGISTICS, FACILITIES, & SECURITY ...... 20 HUMAN RESOURCES ...... 20 POLICY & PLANS ...... 20 TRAINING ...... 21 EXTERNAL AFFAIRS...... 22 Outreach...... 22 Communications ...... 23 Public Information ...... 24 MIS ...... 24 FRAUD PREVENTION...... 25 QUALITY ASSURANCE AND CONTROL ...... 26 COMPLIANCE...... 27 SPECIAL NEEDS ADVISORY TEAM (SNAT) ...... 27 APPENDIX A...... 29 APPENDIX B ...... 31 APPENDIX C ...... 32 APPENDIX D...... 36 APPENDIX E ...... 37 APPENDIX F...... 38 GLOSSARY ...... 39

i Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

EXECUTIVE SUMMARY Homeowner Assistance Program The Homeowner Assistance Program continued to make progress in the number of applicants seen for the reporting period. Housing Assistance Center activity continues to increase. During the period, Homeowner Program Advisors held initial appointments with 2,038 applicants. While 1,075 applicants returned to the HACs for RHAS appointments (4,784 cumulative). The number of benefits calculated increased to 70,650. A total of 14,645 closings were held as of May 3rd. Homeowners returned 2,419 options letters, increasing the number of benefits options selected to a total of 37,597.

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 April 27 Activity May 3

Number of Applications Recorded 129,369 3,311 132,680 Number of Appointment Letters Mailed 118,276 2,422 120,698 Number of Appointments Scheduled 93,463 2,803 96,266 Number of Appointments Held ¾ Initial Appointments Held 100,266 2,038 102,304 ¾ RHAS Appointments Held 3,709 1,075 4,784 Total Appointments Held 103,975 3,113 107,088 Number of Initial Appointments Completed 98,409 1,637 100,046 Number of Home Evaluations Completed 94,464 1,860 96,324 Number of Benefits Calculated 69,025 1,625 70,650 Number of Benefits Options Letters Sent 59,287 1,556 60,843 Benefit Options Selected: ¾ Number of Option One 29,892 1,984 31,876 ¾ Number of Option Two 4,241 327 4,568 ¾ Number of Option Three 1,045 108 1,153 Total Benefits Options Selected 35,178 2,419 37,597 Files Transferred for Closing 23,353 2,249 25,602 Closings Scheduled to Occur 2,009 2,980 Closings Held 11,392 3,253 14,645

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. More than $202 million in federal funds has been awarded to aid in restoring 5,000 rental units in 13 of the most damaged parishes in South Louisiana. Conditional Award letters for 2,693 owners, including 237 owner occupants, are

1 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

being prepared and mailed out. Initial meetings with property owners are being scheduled through the Call Center. Preparation for Round 2 is underway.

Hazard Mitigation Grant Program The Hazard Mitigation Grant Program continues to offer assistance via phone/email (421 cumulative), shadow appointments (209 cumulative), meetings-Individual Mitigation Measures (12,856 cumulative), and meetings-other (310 cumulative). The program continues to coordinate with the State to appeal/revise applications to FEMA.

State Assistance Required Small Rental Program: Small Rental Property Program is waiting for determination from HUD regarding applicability of Stafford Act Section 414.

Deliverables Table 2 lists the deliverables provided during the reporting period. Table 2: Program Deliverables Del. ID Deliverables Date 00049 Training program on mitigation measures for Housing Advisors – Initial, periodic, 04/30/07 recurring as program policy and implementation determinations are made (Monthly) 00052 Analysis of Facility Use - Closure Schedule (monthly) 04/30/07 00085 Maintain and Update Administration Organizational Structure (quarterly) 04/30/07 00053 Report on Subcontract Activity - OCD Format (monthly) 04/30/07 00054 Report on COI Issues of ICF and Subcontractors (monthly) 04/30/07 00086 Maintain and Update HR Policy (quarterly) 04/30/07 00058 Homeless Program - Monthly Status Reports on Technical Assistance to Project 04/30/07 Sponsors April 00025 Weekly Combined Report 05/1/07 00002 Cash Flow Projection Report 05/1/07

2 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

HOMEOWNER PROGRAM

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

PROCESS As of 4/26 As of 5/3 INCREASE - Figures are cumulative through the period indicated - 3,311 additional applicants ONLINE IN SYSTEM 75,092 77,145 2,053 entered the system through applicant online entry, MAIL IN SYSTEM 47,280 47,981 701 paper transcription, and phone entry

PHONE IN SYSTEM 6,997 7,554 557

APPSAPPS IN IN SYSTEM SYSTEM 129,369129,369 132,680132,680 3,3113,311

APPLICATIONS

- 1,637 appointments were APPSAPPS IN IN SYSTEM SYSTEM 129,369129,369 132,680132,680 3,3113,311 completed, which allows the applicant to enter into the evaluation/third party APPOINTMENT 2,422 LETTERS SENT 118,276 120,698 verification/calculation process

APPOINTMENTS 93,463 96,266 2,803 See the Glossary for explanation of SCHEDULED Figure 1 terms

APPOINTMENTS APPOINTMENTS COMPLETED 98,409 100,046 1,637

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

PROCESS As of 4/26 As of 5/3 INCREASE - The $5.36B total and $76,696 average award represent maximum benefit if ALL APPLICATIONS IN 98,409 100,046 1,637 applicants select Option 1 – VERIFICATION rebuild in place (the total includes affordable loan BENEFITS 1,625 calculations, compensation CALCULATED 69,025 70,650 grants, and elevation grants, but does not include ‘zero’ grant awards) TOTALTOTAL $5.25$5.25 billion billion $5.36$5.36 billion billion $$ .11 .11 b b

AVERAGEAVERAGE $76,907 $76,696 CALCULATIONS $76,907 $76,696 - Applicants’ initial options selection are in Appendix A - *Extrapolation of average OPTIONS 59,287 60,843 1,556 award for populations where LETTERS SENT funds have been disbursed.

OPTIONS 2,419 SELECTED 35,178 37,597 See the Glossary for explanation of Figure 2 terms CLOSINGS 3,253 HELD 11,392 14,645 CLOSINGS TOTAL*TOTAL* $854.56$854.56 million million $1.10$1.10 billion billion $246$246 m m AVERAGE* $75,014 $75,169

4 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Figure 3: Homeowner Program Progress

132,680

Applications 1st Home Options Closings Received Appointments Evaluations Letters Held 132,680 Held Completed Mailed 14,645 102,304 96,324 60,843

Prior Total Past Week Remaining Goal

Housing Assistance Center Activity • A total of 3,113 initial and RHAS appointments were held at the Housing Assistance Centers for the reporting week o Initial appointment throughput increased at the 12 Centers by 3% • 2,038 initial appointments held (102,304 total to date) o RHAS appointment throughput increased by 6% from last week • 1,075 RHAS appointments held (4,784 total to date) • An average of 154 RHAS appointments were completed each day • 115 RHAS appointments were due to walk-ins • The Mobile Centers continue to make progress in the number of applicants seen during deployments o The Memphis Mobile Center opened Monday, April 23 and operated through Sunday, April 29 at the Holiday Inn Select. • 106 applicants were processed (74 initial appointments, 32 RHAS appointments) • Finalized logistics and scheduling configuration for future mobile deployments. o San Antonio Mobile Center • Location - Norris Conference Center, Crossroads Mall, 4522 Fredericksburg Rd., San Antonio, TX 78201 • Dates/Hours of Operation - Monday, May 21t through Sunday, May 26 • Scheduling Capacity - 144 appointments o Dallas Mobile Center • Location - Hyatt Regency Dallas, 300 Reunion Boulevard, Dallas, Texas 75207 5 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

• Dates/Hours of Operation - Tuesday, May 29 through Saturday, June 2 • Scheduling Capacity - 150 appointments

Award Calculation Activity • The Road Home has calculated 70,650 benefits, an increase of 1,625 for the week o The average total benefit calculated was $76,696 (excluding zero awards) o 811 calculations resulted in ‘zero’ grant amounts o 69,839 ‘non-zero’ or ‘positive’ grant amounts were calculated

Award Selection Activity • A total of 37,597 homeowners have now selected their preferred option (Table 1) • Of the homeowners who have selected their options, 9,713 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 7,464 Number of Option Two 1,334 Number of Option Three 915 Total Elderly Benefits Options Selected 9,713

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 17% net decrease in the number of applicants considered to be LMI (based on the 3,235 verifications performed to date for this population). • A total of 9,424 applicants had gone to closing and received their Road Home disbursement as of May 4, 2007. Of these applicants, 3,680 (39 percent) were documented as LMI. • A total of $708,389,975 in Homeowner Assistance Program awards were disbursed as of May 4, 2007. Of these disbursements, $316,886,150 (45 percent) went to applicants documented as LMI. Extrapolating to the 14,645 awards that have closed for a total of $1.11 billion, approximately $495.38 million will be documented as LMI.

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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 31,876 4,568 1,153 37,597 Selected Total $ in Options $2,504,230,161 $368,351,413 $ 76,340,738 $ 2,948,922,312 Selected Comp Grant $ in $1,715,165,555 $265,912,994 $ 76,340,738 $ 2,057,419,287 OptionsSelected Elev Grant $ in Options $ 278,591,050 $0 NA $278,591,050 Selected ACL $ in Options Selected $ 510,473,556 $102,438,420 NA $612,911,976

Number of Options 15,222 2,317 56 17,595 Selected by LMI Total $ to LMI $ 1,417,688,088 $223,868,008 $ 36,220,284 $ 1,677,776,380 Comp Grant $ to LMI $769,009,769 $121,429,588 $ 36,220,284 $926,659,641 Elev Grant $ to LMI $138,204,764 $0 NA $138,204,764 ACL $ to LMI $510,473,556 $102,438,420 NA $612,911,976

% of Total Options 48% 51% 49% 48% Selected that are LMI % of Total $ to LMI 57% 61% 47% 57% % of Comp Grant $ to LMI 45% 46% 47% 45% % of Elev Grant $ to LMI 50% 0 NA 50% % of ACL $ to LMI 100% 100% NA 100%

Closing Activity • As of May 3rd, a total of 25,602 files were transferred to First American for Closing • During the past week alone, over 2,200 files were transferred to First American • The closing team assisted First American with the completion of 3,253 closings • Of the total 14,645 cumulative closings o 6,095 also received affordable compensation grants o The average award is $75,169 o Closed 1,628 Elderly applicants to date for a total of $131,916,938.59 o Appendix C reports Closings by Parish and Zip Code

7 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Figure 4: Award Size*

1000 9% 900 8% 8% 800 7% 7% 7% 7% 700 6% 7% 6% 7% 600 500 5% 5% 3% 400 4% 300 2% 200 100 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 9,424, information not available on all closings held.

Table 5: Pre-Closing Tracking Report ACTIVITY Fri Sat Mon Tues Wed Thurs Weekly 4/27 4/28 4/30 5/1 5/2 5/3 Total Files Transferred to First American for 290 75 513 357 451 563 2,249 Closing

Table 6: Closing Milestones MILESTONE Previous 3/30- 4/6- 4/13- 4/20- 4/27- Cumulative Five Week Total 4/5 4/12 4/19 4/26 5/3 Total Average File Opened with First 65,052 902 71 4 24,684* 128 90,841 5,158 American

Title Search 42,087 3,770 2,768 2,667 4 1 51,297 1,842 Completed

Title Examination 36,252 4,415 1,649 15 1 0 42,332 1,216 Completed Lender/Lienholder Document Requests 7,726 722 45 173 185 126 8,977 250 Started File Ready to 5,406 1,282 926 3,669 4,044 2,193 17,520 2,423 Schedule for Closing *The large increase in the File Opened with First American milestone was a result of program changes put in place beginning April 12 resulting in First American ceasing its automated title search workflow. As a result of this program change, First American has made adjustments to its reporting protocol that will be utilized from this point forward.

8 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Table 7: Closings By Race/Ethnicity # of Race Closings American Indian/Alaska Native 30 American Indian/Alaska Native and White 24 American Indian/Alaskan Native/Black-African American 47 Asian 227 Asian and White 23 Black/African American 6,905 Black/African American and White 128 Native Hawaiian/Other Pacific Islander 16 Other Multi-Racial 249 White 4,854 Race Not Provided 2,142 TOTAL 14,645

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 7,666 manufactured home applicants to date • Progressed in updating/verifying home evaluations in the data warehouse • Continued working through the PSV process: o Used application data or called homeowner (~2,200 calls); for verification of whether or not land is owned. Approx. 90% of calls have been completed. o Confirmed that 2,337 uploaded PSVs (BPOs & N.A.D.A. valuations) meet Manufactured Home policy • Continued letter generation

9 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Table 8: Manufactured Home Pipeline Progress Activity Through 3/30- 4/6- 4/13- 4/20- 4/27- Cumulative 3/22 4/5 4/12 4/19 4/26 5/3 Total Total number of Manufactured Home 6,566 273 176 182 263 206 7,666 Applications Total Manufactured Home Evaluations 5,059 423 254 352 127 6 6,221 verified Total BPO Pre- 1,163 41 9 58 337 121 1,729 Storm values verified Total N.A.D.A Pre- Storm values 116 19 38 21 248 166 608 established Total Applications released into letter 1,002 79 142 101 536 206 2,066 generation process

Home Evaluations (Home Inspection) Activity Table 9: Home Evaluation Team Metrics ACTIVITY Prior 3/30- 4/6- 4/13- 4/20- 4/27- Current Five Total 4/5 4/12 4/19 4/26 5/3 Total Week Average Work Orders Submitted by 90,727 1,776 1,878 1,961 2,170 1,631 100,143 1,883 Housing Advisors Work Orders 89,645 1,833 1,718 2,027 1,986 1,674 98,8831 1,848 Dispatched

Evaluations Completed in 86,424 2,625 1,538 1,969 1,908 1,860 96,324 1,980 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 5/3 but are not yet processed.

• Worked on approving aged reports (60+ days) • Continued to work with Constituent Service Group on special cases • Trained extended staff on resolving issues from Resolutions • Prepared a report documenting the results of review a Home Evaluation report in support of a homeowner appeal • Revised “Protocols for Resolution of Homeowner Issues within Home Evaluation Team” • Addressed 80+ homeowner issues in JIRA Issues Tracker • For evaluation-specific fraud investigations (spec 142), initiated 5, referred 1 to KPMG, and closed 12 (cumulatively 303, 39, and 119, respectively, with 184 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.

10 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

• For evaluation-specific policy and procedure issues (Spec 143), processed 85 CADs this week as follows: 1 possible spec 142s, 22 verify measurements, 10 evaluation type changes, 1 minor damage concerns, 35 homeowner not present, 0 sold homes, and 0 special structure. Cumulatively, processed 10,360 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 800 are awaiting initial or further review. • Approved 2,537 CADs and sent them to the data warehouse • Continued working to update duplex records with correct ownership

Call Center Activity Table 10: Call Center Metrics ACTIVITY Prior 3/30- 4/6- 4/13- 4/20- 4/27 Current Five Total 4/5 4/12 4/19 4/26 5/3 Total Week Average Calls 630,649 27,335 29,970 38,685 41,217 47,127 814,983 36,867 Calls N/A 757 5,469 5,869 8,948 5,643 N/A Abandoned Average Speed of Answer - .49 1.95 2.06 3.05 1.85 - - (minutes) Applications 39,857 387 482 1,062 877 918 43,583 745 Requested Online Application 5,763 254 299 372 393 473 7,554 358 Assists Hardcopy Application 2,129 48 61 67 69 94 2,468 68 Assists Phone 5,535 230 308 397 474 557 7,501 393 Applications Spanish Calls 2,336 194 182 276 352 324 3,664 266 Vietnamese 1,316 139 133 185 242 250 2,265 190 Calls 1st Appointments 84,150 1,807 2,004 2,021 1,943 2,409 94,334 2,037 Scheduled by Phone RHAS Appointments 142 208 242 333 404 1,329 -- Scheduled Closing Status 1,206 1,310 1,211 1,540 1,758 7,025 -- Appeals 258 208 258 339 396 1,459 -- Foreclosure 19 15 18 16 22 90 --

Call Center activity continued to rise with an increase of 7% in calls answered from the prior reporting week. The percentage of abandoned calls was 11%.

11 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Call Center Benefits Option Assistance The Call Center completed 402 Benefits Options Assisted calls (Tier 1) during the reporting period and transferred 6,336 Benefits Options calls to Tier 2.

Table 11: Benefits Options Metrics ACTIVITY Prior 3/30- 4/6- 4/13- 4/20- 4/27- Current Five Week Total 4/5 4/12 4/19 4/26 5/3 Total Average Benefits Options 35,117 338 213 672 530 402 37,272 413 Assistance Benefits Options* 48,071 3,881 3,649 5,512 4,338 6,336 71,787 4,743 Transfer * Data not collected before 1/12

Eighty-two percent of the issues were resolved during the call; the remaining 18% 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 32% of all issues reported.

Figure 5: Issues Reported

Issues Reported to Call Center, April 27 - May 3 Estimated Elevation, Damage, 306, 216, 10% 14% Affordable Comp. Loan, 266, 12% Homeowner Insurance, 285, 13%

Appraisal, 235, 10% Flood Insurance, 194, 9%

Pre-Storm Value, 751, 32%

12 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Resolution Team 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.

During the current reporting period, 403 cases were moved to closing, 29 were sent a new benefits option letter (under new expedited letter process), and for 153, appropriate actions were taken to move the case forward (e.g., new appraisal or home evaluation ordered).An additional 785 applicants (a decrease from the previous reporting week) entered resolution during the reporting period: This decrease could be attributed to: • Special project calling 1,500 plus applicants that had previously gone through QA • Pre-Closing working 900 cases with ACG & PSV issues that were once handled by Resolution • Retraining on use of JIRA to decrease inaccuracies in entry As a result of retraining, beginning to collect statistics pertaining to types of cases due to standardization of JIRA input via the use of “Applicant Disputes” statement in the comments section.

Mailroom/Data Entry Activity Table 12: Mailroom/Data Entry Metrics Prior 3/30- 4/6- 4/13- 4/20- 4/27- Five Week ACTIVITY Total Total 4/5 4/12 4/19 4/26 5/3 Average New paper applications received through 53,210 384 277 659 579 770 55,879 534 mailroom New paper applications entered into batch 52,560 569 311 534 234 926 55,134 515 files for entry into eGrantsPlus New paper applications remaining to be 5,844 5 0 17 345 189 189 N/A entered into eGrantsPlus • The Mail Room processed 770 new paper applications this period, an increase in volume received over the previous week • The total paper applications processed for entry into eGrantsPlus is 55,134 • Applications continue to be processed within a day or two of receipt

Housing Assistance Center Appointment Activity There were a total of 3,113 initial and RHAS appointments held at the Housing Assistance Centers for the reporting week. There were 2,038 initial (1st) appointments held for the week an increase of 3% from the prior reporting period. There were 1,075 RHAS appointments held for the week, a slight increase from the prior reporting period. The Centers continued to see applicants on weekends (Figure 6).

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Figure 6: Housing Assistance Center Appointments by Day

Number of Appointments per Day 600 489 500 456

400 305 295 300 245 242 218 219 200 177 166 105 108 100 56 32 0 4/27/2007 4/28/2007 4/29/2007 4/30/2007 5/1/2007 5/2/2007 5/3/2007

Initial Appointments RHAS Appointments

Table 13: Housing Assistance Center Appointments by Week

Prior 3/30- 4/6- 4/13- 4/20- 4/27- Current Five ACTIVITY Total 4/5 4/12 4/19 4/26 5/3 Total Week Average Initial Appointments 92,482 1,891 1,886 2,032 1,975 2,038 102,304 1,964 Held Average Daily Initial 270 269 290 145 291 NA NA Appointments Held RHAS Appointments 1,311* 592 791 1,015 1,075 4,784 -- Held Average Daily RHAS 99 113 145 153 NA NA Appointments Held *Cumulative total for soft launch period previous to April 6, 2007.

Figures 7 & 8 show the number of initial and 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 656 initial appointments missed by applicants for the reporting week. Missed initial appointments increased slightly from the previous reporting period. The Housing Assistance Centers continue to call applicants prior to the scheduled appointment. In addition, there were 115 walk-ins for RHAS appointments for the reporting week.

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Figure 7: Initial Appointments Scheduled and Held by Center & Mobile Sites

73% Vermilion Total 45 62 80% terrebonne Total 65 81 71% St. Tammany Total 242 342 99% St. Bernard Total 90 91 94% Plaquemines Total 116 124 79% New Orleans 2 Total 178 226 69% New Orleans Total 334 486 100% Memphis Total 28 28 77% Jefferson Total 448 580

Housing Assistance Centers Assistance Housing 88% Houston Total 44 50 61% E. Baton Rouge Total 73 119 68% Cameron Total 27 40 75% Calcasieu Total 348 465

0 100 200 300 400 500 600 700 Initial Appointments

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

0 Vermilion Total 10 10 1 Terrebonne Total 36 39 11 St. Tammany Total 144 131 3 St. Bernard Total 140 134 0 Plaquemines Total 28 34 2 New Orleans East Total 140 159 3 New Orleans Total 177 206 14 Memphis Total 16 3 49 Jefferson Total 154 95 Housing Assistance Center Assistance Housing 9 Houston Total 20 14 8 E. Baton Rouge Total 46 24 1 Cameron Total 26 29 14 Calcasieu Total 138 135

0 50 100 150 200 250 RHAS Appointments

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

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

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

3000 2652 2624 2694 2500 2285 2038 2032 1975 2000 1886

1500

Appointments 1000 620 649 648 500 399

0 Period Ending 3-May 12-Apr 19-Apr 26-Apr Scheduled Held Missed Figure 10: Average Daily Appointments by Period

Average Daily Appointments

400 337 315 314 290 282 291 300 270 269

200 145 153 99 113

Appointments 100

0 5-Apr 3-May 15-Mar 22-Mar 29-Mar 12-Apr 19-Apr 26-Apr

Per iod Ending

Average Daily RHA S

Table 14 shows the next available appointment date by Center, and indicates immediate availability in most centers. Calcasieu, St. Tammany, Terrebonne and New Orleans East are the only centers with a wait greater than 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 May 8, 2007 5 2 New Orleans May 8, 2007 5 3 Calcasieu May 11, 2007 8 4 Jefferson May 4, 2007 1 5 St. Bernard May 7, 2007 4 6 St. Tammany May 10, 2007 7 7 Cameron May 8, 2007 5 8 Plaquemines May 6, 2007 3 9 Terrebonne May 11, 2007 8 10 Vermilion May 8, 2007 5 11 Houston May 8, 2007 5 12 New Orleans East May 16, 2007 13 1The average number of days wait until appointment is the number of days between the last day of the reporting period (May 3, 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-seven 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 445 American Indian/Alaska Native and White 352 American Indian/Alaskan Native/Black-African American 277 Asian 1,850 Asian and White 217 Black/African American 43,622 Black/African American and White 800 Native Hawaiian/Other Pacific Islander 123 Other Multi-Racial 2,096 White 46,462 Race Not Provided 36,436 Total 132,680

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RENTAL PROPERTY PROGRAM • Received 2,318 Rental Program inquiries at the Call Center • Received 47 email inquiries during the reporting period originating from the “Contact Us” email on the Small Rental page of the website o Responded to all 47 of these emails, none are pending clarifications from rental staff • 4,028 letters have been mailed o 237 Owner Occupant Conditional Award letters o 75 Nonprofit Conditional Award letters o 2,294 General Pool Conditional Award letters o 1,422 General Pool Deferral letters • Mailed out 1,428 Conditional Award letters to Small Owners • Evaluated reasons for denial of award, summarized in Table 17 • Pulled records of property ownership from the Tax Assessor’s office in Orleans, Jefferson, and Saint Tammany parishes • Assisted call operators with answering questions from applicants that were calling about the Small Rental Property program • Reviewed standard hazard insurance requirements of the different banks and existing covenants of the Homeowners Program to make sure that the program is in line with market policies • Worked on various spreadsheets to track and document applicant information • Continued working on Protocol Procedures for physical standards • Continued training reviewers on Program Updates • Reviewed information in Blue Streak and Scanned Applications to address QA/QC issues • Assigned Bank Contacts to staff members so that contact can be made with their respective banks to ensure that they had full understanding of what was in the Award Packets being sent out and how to handle the customer response • Worked with the Homeowners side in helping to resolve issues resulting from Lenders withholding the lump sum disbursements • Designed and reviewed of process and procedures for Owner Occupant and Non- Profit initial appointments, information in and out flow protocols, loan reviewing and closing, and ERR, cost verification and owner occupant evaluations • Planned around process for Owner Occupant clients and General Pool clients appointments scheduled by the Call Center • Refined Plan for Round 2 workshops and application assistance at HACs

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Table 16: Awarded Applications in Round 1 by Parish

Parish # of Properties Acadia 6 Calcasieu 65 Cameron 27 Iberia 12 Jefferson 331 Orleans 1,836 Plaquemines 39 St. Bernard 219 St. Tammany 110 Tangipahoa 7 Terrebonne 12 Vermilion 16 Washington 13 Total 2,693

Table 17: Reasons for Denial # of Applications Not owner of property at the date of Hurricane Katrina or Rita 75 Rental property did not contain between 1 to 4 units 11 Owner not a Louisiana Resident 27 Rental property not damaged or destroyed by Hurricanes Katrina or Rita 1 Damage to property was less than $5,200 18 Damaged property not in an eligible parish 18 Total 150

HAZARD MITIGATION GRANT PROGRAM (HMGP) • Continued verification of data elements and data definition requirements to be coordinated with MIS and GOHSEP to ensure capability to initiate a rapid start on any project that is approved by FEMA. The output/input interface is in development with a pilot run of test data. • Continued progress on enhancements to the web portal for the professional registry • Activated the Mitigation Call Center (MCC) and Email interface on May 1st. There are now three MCC lines located at Goodwood with Mitigation Counselors answering homeowner and advisor questions/issues.

19 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

• Continued usage of the key word reference lookup by CAC advisors to refer homeowners with mitigation related questions to the Mitigation Call Center for more detailed responses • Appendix E provides detail of assistance at each center and a glossary of types of Assistance for Table 18

Table 18: Mitigation Assistance Provided (Cumulative ending 4/26/07) Type of Assistance Phone Email 421 Meetings –Shadow Appt 209 Meetings IMM 12,856 Meetings Other 310 Training 191 Other Tasks 297

PROGRAM SUPPORT STATUS

LOGISTICS, FACILITIES, & SECURITY • Met all target dates for build-out and IT requirements for the new Housing Assistance Center in Harvey, LA • Completed ADA- tour of the 3 facilities; all facilities compliant

HUMAN RESOURCES • Continued recruiting and hiring in support of Homeowner and Rental programs • Completed first round of front line supervisor training • Began creating staffing plan for post closing functions • Continued recruiting for Operations Finance Manager, sourcing and posting for candidates • Completed designing and drafting the curriculum for the second set of Pre- and Post-Employment Training Seminars, specifically designed for improving the job opportunities for low- and very low- income persons with a special focus on Houma Indians, African Americans, Hispanics, Vietnamese and Minority Subcontractors. • Participated in an orientation to the facilities and services available at the Louisiana Technology Park, hosted by Mr. Edward Ashworth, President, to explore options for a partnerships to offer HUD Training Seminars.

POLICY & PLANS • Provided assistance to Office of Community Development on issues related to program costs • Worked with Road Home staff and OCD staff to revise Change Management Process • Prepared draft guidance to be used by closing agents • Worked with OCD legal staff on procedures for determining ownership and dealing with foreclosures and bankruptcy

20 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

• Completed public launch of WIMBY tool. Continued data collection and spot checking efforts • Reviewed eGrantsPlus 6.0 requirements and supported testing efforts • Provided on-site support to Customer Assistance Center • Continued to work on finalizing letters to send to condominium owners and began drafting CCB to address additional policy considerations for condominium owners • Met with OCD to discuss specific policy and legal questions regarding acceptable documentation of ownership for Option 1 applicants at closing • Continued to work on Closing process policies and procedures document • Updated income policies to reflect clarifications signed by State • Drafted new plan and process for sending letter to insurance companies informing them of subordination document signed by homeowners at closing.

TRAINING • Developed and delivered Team Leader Training on effective communication and leadership skills

Table 19: Training Summary Training Target Type Training Name Audience Location Date Attendees

External Homeowner HCRs Online As of May 3, 149 Construction 2007 Representative Online Training Course Internal RH Online Core Staff Homeowner Online As of May 3, 243 Training Program Staff 2007 Internal RH Online Advanced Homeowner Online As of May 3, 211 Homeowner Assistance Program Staff 2007 Program Training Internal RH Information Security All Road Home Online As of May 3, 1155 and Management online Staff 2007 training Internal Updated Homeowner All Road Home Online As of May 3, 602 Assistance Program Staff 2007 Policies External Lender Training Lending Staff Chase Bank April 27, 2007 25 New Orleans, LA Internal Owner Occupant Rental Staff Orleans April 27, 2007 23 Advisory Training Poydras Housing Assistance Center New Orleans, LA Internal Case Management Resolution Customer April 30, 2007 32 Gap Training Team (Case Assistance Management) Center Baton Rouge, 21 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Training Target Type Training Name Audience Location Date Attendees LA Internal Case Management Resolution Customer April 30, 2007 22 Gap Training Team (Case Assistance Management) Center Baton Rouge, LA Internal Case Management Resolution Customer April 30, 2007 10 Gap Training Team (Case Assistance Management) Center Baton Rouge, LA Internal Case Management Resolution Customer April 30, 2007 11 Gap Training Team (Case Assistance Management) Center Baton Rouge, LA Internal Case Management Resolution Customer April 30, 2007 26 Gap Training Team (Case Assistance Management) Center Baton Rouge, LA Internal Owner Occupant Rental Staff Orleans May 1 - May 2, 48 Advisory Training Poydras 2007 Housing Assistance Center New Orleans, LA Internal Team Leader Homeowner Best Western May 1 - May 2, 16 Training Program Team Acadiana Hotel 2007 Leads and Conference Center Lafayette, LA

EXTERNAL AFFAIRS

Outreach • Conducted weekly update conference call with ACORN/CAPC • Coordinated distribution of 35,000 application postcards to Councils on Aging and libraries within affected disaster areas of Louisiana. • Provided individualized updates daily at the City of New Orleans Welcome Home Center, serving as a source of information for returning families. Numerous other providers include, but are not limited to: FEMA, SBA, City of New Orleans, Louisiana Spirit, etc. • Provided individualized updates daily at the Beacon of Hope center in Lakeview. • Presented information at the Gentilly Neighborhood Association and Riverfront Redevelopment meetings in New Orleans 22 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

• Provided updated information at Houston recovery workshop, as well as during Texas legislative session • Provided updated information to case managers participating in FDIC/Neighborworks recovery training in Montgomery, Alabama • Sent E-Outreach, a weekly communiqué to 600+ legislators, staffers and community leaders informing them of program updates and details. This week’s focus was on upcoming statewide informational sessions and new website. • Conducted legislative update meetings with the offices/staffs of: o Sen. Vitter o Rep. Johns o Rep. Guillory o Rep. Hebert o Sen. Gautreaux • Conducted informational display and met with participants at National Conference of Black Mayors in Baton Rouge • Provided individualized program updates to participants at the following post- legislative events: o La. Technical System event o La. Chemical Association event o Governor Blanco’s session opening • Participated in pastoral planning session with Andrew Young regarding recovery efforts in New Orleans • Conducted information session with members of Good Hope Church in Houston • Participated in Interfaith Prayer Breakfast in New Orleans, providing updated information to those present • 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)

Table 20: Community Outreach Metrics Events Week People Reached Events To People Reached Meeting Type 4/27-5/3 Week 4/27-5/3 Date To Date Community 7 65 323 24,527 Faith Based 3 97 76 10,438 Business 0 0 15 410 Governmental 11 467 143 4,332 Case Managers 1 23 98 2,750 Rental 0 0 39 1,474 TOTALS 22 652 694 43,931

Communications In support of Homeowner program: • Launched WIMBY content and link on the new Road Home website • Distributed media release to San Antonio and Southwest Texas media. • Initiated paid media campaign to promote San Antonio mobile deployment

23 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

In support of Rental program: • Began scheduling Round 2 outreach workshops and local media plans based on second round dates, May 29 through June 29, approved by state • Finalized Round 2 external media deliverables for all communication mediums • Defined and coordinated Small Rental role in support of mobile deployments for San Antonio and Dallas • Developed minority external media strategy for Round 2 • Continued developing plan and processes for Round 2 Small Rental communications deliverables for applicants for web and print, including all fact sheets, guides and forms • Continued developing plan and processes for Round 2 Small Rental communications deliverables for Small Rental office locations for walk-in appointments, training and one-on-one application completion • Obtained input from Outreach for the communications plan and processes for Round 2 • Developed Call Center communications plan and processes for Round 2 • Edited first draft of Round 2 application

Public Information • Assisted in the development of San Antonio media list and updating of Dallas list for future Mobile deployments, including contact with The Villager The Nokoa, The San Antonio Observer, The San Antonio Register, KAZI-FM, Hutson-Tillson College in Austin, KQIZ-FM, KAZI-FM, KDHT-FM, KFMK-FM, Rootz Magazine, KQHN-AM, KTCX-FM, KZZB-AM, KTON-AM, KBFB-FM, KGAS- FM, KVJM-FM, KSSM-FM, KIIZ-FM, KRMY-AM, KBBT/KXTN-FM, and KSJL-AM. • Responded to inquiries about the program from local and national media • Met with the Vietnamese community at Resurrection of Our Lord Church • Attended Health Fair Day at Mary Queen of Vietnam to answer questions about program • Continued to participate in planning of upcoming HUD Section 3 Seminars to benefit local communities • Coordinated with Boat People for the joint effort to reach out to Vietnamese community in Houma, Morgan City, Thibodaux, and La Rose areas. • Attended Language Access Coalition meeting in New Orleans to reassure the audiences that the program is providing services in Vietnamese and Spanish

MIS • JIRA: o Coordinated effort for performance issues resolution and handle communication with business units o Started JIRA current analysis and gap analysis o Scheduled demonstration of HP Mercury Case Management product • Knowledge Management Repository: 24 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

o Reviewed documents, conducted research, met with Rodney Langley and discussed User Request Protocol as part of process methodology. • eGrantsPlus – Testing in progress for v. 6.0 (A,B) • Delivered eGrantsPlus 6.0a and 6.0b into the QA environment • Received revision 1 of Business Process for Round 2 Rental program, and stages and documents which are being reviewed • Received an approval and decision on Change request 27 to add all unincorporated cities to the City table of HDS • Researched options for Rental program thumbscan and scanned document capture at the West Facility • Completed Data Warehouse Process for ERR transfer of information

FRAUD PREVENTION • Progressed with File Review of outliers identified by applicant data analytics • Progressed with February Post-Closing Review • 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 Federal Hurricane Fraud Task Force meeting and presented antifraud update • Attended Rental Program Operations meeting • Attended QA/QC meeting with State • Attended first AFWA subcontractor update meeting with Don Blaise and Brad Bradford • Provided data analytics on Rental Program data integrity issues and duplicate applications appearing in Blue Streak • Met with Rental to discuss requirements of the system of record (HDS) • Provided feedback to Rental on protocols for evaluating 3 and 4 unit owner occupied units • Provided feedback on auditable procedures for the Rental OCD loan approval process • Provided feedback to Rental on fraud reporting protocols • Provided State with outline of suggested identity verification measures for the Rental Program • Participated in Rental Program Change Management meeting with OCD and LRA (Thursday) • Participated in CCB Meeting regarding tracking issues with OCD (Thursday) • IT Advisory: In support of the Homeowner program o Integrating the third party testing into the Data Integrity Report o First American Testing is complete o Worley Testing is complete o Report has been drafted; working out final details

25 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

In support of the Rental program o Blue Streak IT General Controls and Data Integrity assessment is close to completion o Scheduled start for HDS pre-implementation review is May 14, 2007 – no change from last week o Met with: o David Hobson, Blue Streak IT follow-up o Robin Karisny, Blue Streak Process follow-up o Determining whether Owner Occupant Tool should be included within assessment

Table 21: Fraud Prevention Metrics

Prior 3/30- 4/6- 4/13- 4/20- 4/27- Current ACTIVITY Totals 4/5 4/12 4/19 4/26 5/3 Total Applicant Issues Reported to Anti- 64 3223 2 76 Fraud Evaluator Issues Reported to Anti- 4 ---- - 4 Fraud Third-Party Issues Reported to Anti- 14 - - - 1 1 16 Fraud

QUALITY ASSURANCE AND CONTROL In support of Homeowner program: • Reviewed over 300 closing files and made recommendations regarding file handling • Continued review of Affordable Compensation Grant documentation for applicant files. Reviewed over 750 files scheduled for closing. Preparing report for management consideration and corrective action plan • Conducted Housing Assistance Center reviews and continued implementing QA/QC embedded personnel plan • Began Subject Matter Expert review of the resolutions process. Identified products, potential defects, and associated risks. Will schedule second review after completion of procedure update by the resolutions team • Provided a presentation of Housing Assistance Center audit and embedded QA/QC review procedures to representative (Rich Gray) of OCD In support of Rental program: • Continued working with Small Rental Program (SRP) regarding development of process QA/QC templates. • Began review of SRP Non-Profit and General Pool letters o Altered the testing process to accommodate dynamic changes in the letter generation approach

26 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

o Reviewed over 500 conditional award and deferral letters for general pool applicants and identified several opportunities for enhanced quality of the product. • Prepared and delivered a presentation of Small Rental Program QA/QC procedures for Round one and QA/QC anticipated for future rounds

COMPLIANCE • Posted deliverable on Conflict of Interest Certification Forms for program employees on Portal • Attended Federal Task Force meeting • Attended meeting to establish policy for applicant repayment of overpaid funds • Attended QAQC meeting at OCD • Conducted several interviews on internal matters • Conducted research on several subpoenas served on program • Continue working with KMPG to develop Anti-Fraud and internal controls to prevent and detect Fraud, Waste, and Abuse within the Road Home Program • Continue to develop lines of positive communication with Federal, state, and local law enforcement and administrative officials • Continue to develop the knowledge and contacts to form a strong, positive Compliance Division within the Road Home Program

SPECIAL NEEDS ADVISORY TEAM (SNAT) • Continued to provide guidance to Road Home staff on applicants who need advice on special needs issues and or need resources for applicant referrals • Continued to work with the National Center for Community Literacy at Loyola to establish training and guidance documents for Road Home staff working with applicants with low literacy levels • Continued to monitor and support LA Spirit in all of the HACs and the CAC. • Continued to work with advocates for the deaf community on issues of program accessibility and outreach to that population. Coordinating and planning outreach events in New Orleans, Baton Rouge, and Lake Charles. • Continued meetings about Met with Brad Bradford, Contract Monitor, about the Easter Seals contract for Outreach for Elderly and Disabled Applicants • Met with the Contract Monitor of the Easter Seals contract for Outreach to Elderly and Disabled applicants to discuss next steps • Met to coordinate special needs with the HUD outreach program • Prepared a change proposal to allow an exemption for people with a disability similar to the elderly exemption • Prepared a recommendation on dealing with emergency referrals in the HACs and Call Center • Met with advocates to review the ADA facility compliance findings • Met with key staff to develop a strategy to deal with future homebound applicants

27 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

• Made contact with local resources to explore the possibilities of eliminating barriers that the Native American and Vietnamese populations are encountering when applying to the program • Delivered Special Needs Advisory Team training to the Plaquemines HAC • 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. • Participated on the nonprofit call. • Met with the Lindy Boggs National Community Literacy Project to discuss the content and plans for the training. Worked on scheduling the training.

28 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 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 24 3 27 ALLEN 23 5 28 ASCENSION 15 1 16 ASSUMPTION 7 1 8 BEAUREGARD 64 11 75 CALCASIEU 1,551 129 3 1,683 CAMERON 398 123 4 525 CATAHOULA 1 1 EAST BATON ROUGE 61 3 64 EAST FELICIANA 4 3 7 IBERIA 235 20 1 256 IBERVILLE 9 2 11 JACKSON 1 1 JEFFERSON 5,396 101 23 5,520 JEFFERSON DAVIS 98 8 106 LAFAYETTE 11 3 14 LAFOURCHE 57 2 1 60 LIVINGSTON 25 3 1 29

29 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Option 2. Option 3. Option 1. PARISH Sell, but Stay in Sell, and Move out Total Keep Your Home Louisiana of Louisiana NATCHITOCHES 1 1 ORLEANS 15,723 1,756 701 18,180 PLAQUEMINES 521 229 18 768 POINTE COUPEE 2 2 RAPIDES 1 1 SABINE 1 1 SAINT BERNARD 2,937 1,916 366 5,219 SAINT CHARLES 76 4 80 SAINT HELENA 10 10 SAINT JAMES 6 6 SAINT LANDRY 14 4 18 SAINT MARTIN 12 3 1 16 SAINT MARY 34 5 39 SAINT TAMMANY 3,448 123 30 3,601 ST JOHN THE BAPTIST 88 88 TANGIPAHOA 67 10 77 TERREBONNE 369 47 1 417 VERMILION 476 46 2 524 VERNON 3 3 WASHINGTON 105 7 1 113 WEST BATON ROUGE 2 2 31,876 4,568 1,153 37,597

30 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 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 Parish Calculations Number of Orleans 34,488 Parish Calculations Other 3 Acadia 49 Ouachita 2 Allen 62 Plaquemines 2,104 Ascension 31 Pointe Coupee 4 Assumption 26 Rapides 2 Beauregard 156 Sabine 5 Calcasieu 3,273 Saint Bernard 10,600 Cameron 1,316 Catahoula 1 Saint Charles 144 De Soto 1 Saint Helena 27 East Baton Rouge 90 Saint James 18 East Feliciana 11 Saint Landry 26 Evangeline 1 Saint Martin 28 Franklin 1 Saint Mary 81 Iberia 534 Saint Tammany 5,999 Iberville 20 St John the Baptist 136 Jackson 2 Tangipahoa 163 Jefferson 8,711 Terrebonne 783 Jefferson Davis 243 Vermilion 1,033 La Sale 1 Vernon 8 Lafayette 24 Lafourche 135 Washington 235 Livingston 66 West Baton Rouge 6 Natchitoches 1 70,650

31 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

APPENDIX C Closings by Parish and Zip Code – Number of Number of Note: All Damaged Residence information Parish Closings Parish Closings is as provided by the applicant during the Acadia 10 Orleans 7,008 application process.Actual damaged Allen 8 Plaquemines 110 residence information may differ from Ascension 6 Pointe Coupee 1 what the applicant provided.Eligibility Assumption 2 Saint Bernard 1,285 information is confirmed during the Beauregard 37 Saint Charles 36 verification process Calcasieu 661 Saint Helena 3 Cameron 121 Saint James 3 East Baton Rouge 40 Saint Landry 4 East Feliciana 3 Saint Martin 3 Iberia 87 Saint Mary 11 Iberville 2 Saint Tammany 1,696 Jackson 1 St John the Baptist 47 Jefferson 3,052 Tangipahoa 21 Jefferson Davis 35 Terrebonne 114 Lafayette 8 Vermilion 165 Lafourche 13 Vernon 1 Washington 35 Livingston 14 West Baton Rouge 1 Natchitoches 1 14,645

.

32 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Closings by Zip Code Number of Number of Number of Zip Code Closings Zip Code Closings Zip Code Closings Data Not Available 3 70057 4 70112 6 70001 134 70058 315 70113 52 70002 128 70059 3 70114 99 70003 279 70062 60 70115 171 70005 121 70064 2 70116 74 70006 301 70065 633 70117 828 70017 5 70067 42 70118 342 70018 2 70068 45 70119 528 70022 1 70069 1 70121 26 70029 1 70070 12 70122 1221 70030 2 70072 514 70123 47 70031 1 70073 1 70124 486 70032 169 70074 1 70125 253 70036 17 70075 155 70126 954 70037 23 70082 3 70127 821 70038 5 70083 35 70128 666 70040 17 70084 5 70129 308 70041 24 70085 186 70130 16 70043 372 70086 1 70131 134 70046 2 70087 9 70132 1 70047 7 70090 1 70177 2 70049 1 70091 1 70219 1 70050 4 70092 390 70301 1 70053 65 70094 138 70341 1 70054 1 70095 2 70343 1 70056 235 70101 3 70344 44

33 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Number of Number of Number of Zip Code Closings Zip Code Closings Zip Code Closings 70345 3 70447 12 70559 1 70353 7 70448 51 70560 65 70354 1 70449 3 70569 1 70355 1 70450 2 70570 3 70356 3 70452 20 70578 3 70357 1 70454 4 70582 1 70358 13 70457 1 70591 8 70360 4 70458 530 70601 211 70363 31 70460 270 70605 69 70364 4 70461 688 70607 106 70377 9 70462 3 70611 39 70380 1 70466 1 70615 64 70390 1 70471 19 70616 1 70394 3 70478 1 70630 6 70395 1 70501 4 70631 45 70397 13 70503 1 70632 14 70401 5 70510 62 70633 20 70403 4 70517 2 70634 18 70404 1 70518 1 70637 1 70420 2 70520 1 70641 1 70422 2 70524 1 70643 7 70424 1 70526 2 70645 23 70426 3 70528 37 70646 2 70427 21 70529 1 70647 30 70430 1 70532 6 70648 5 70431 7 70533 74 70651 1 70433 26 70538 9 70652 3 70434 1 70542 2 70653 1 70435 16 70543 1 70655 2 70437 5 70544 5 70657 8 70438 10 70546 13 70660 7 70441 3 70548 8 70661 10 70443 3 70549 1 70663 65 70444 1 70551 1 70664 1 70445 46 70552 1 70665 25 70446 1 70556 1 70668 21

34 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

Number of Number of Zip Code Closings Zip Code Closings 70669 29 75023 1 70707 1 75038 1 70714 4 75127 1 70717 1 77045 1 70721 1 77058 1 70722 3 Total 14,645 70726 3 70730 1 70733 3 70734 1 70737 3 70739 2 70760 1 70763 1 70767 1 70769 1 70770 1 70775 1 70785 1 70791 2 70802 3 70805 4 70806 1 70807 3 70808 1 70810 2 70811 2 70812 4 70814 4 70815 3 70816 1 70817 2 71027 1 71028 1

35 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

APPENDIX D

36 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 2007

APPENDIX E

37 Weekly Situation & Pipeline Report Week 44 April 27 – May 3, 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 40 18 530 2737 53 Calcasieu 2 5 87 140 21 East Baton Rouge 27 113 694 48 34 111 Jefferson 264 12 3,660 6315 16 New Orleans East 48 0 266 0 0 0 Orleans 19 13 3,847 8384 32 Plaquemines 0 0 0 00 0 St. Bernard 4 2 145 21 6 10 St. Tammany 15 42 3,507 17 15 6 Vermilion 1 0 120 210 10 Mitigation Call Center 1 4 0 16 0 38 Total 421 209 12,856 310 191 297 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 44 April 27 – May 3, 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