[Federal Register Volume 64, Number 92 (Thursday, May 13, 1999)]
[Notices]
[Pages 26236-26238]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 99-11916]
[[Page 26235]]
_______________________________________________________________________
Part IX
Department of Housing and Urban Development
_______________________________________________________________________
Public Housing Assessment System; Resident Service and Satisfaction
Scoring Process; Notice
Federal Register / Vol. 64, No. 92 / Thursday, May 13, 1999 /
Notices
[[Page 26236]]
DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
[Docket No. FR 4509-N-06]
Public Housing Assessment System; Resident Service and
Satisfaction Scoring Process
AGENCY: Office of the Director, Real Estate Assessment Center, HUD.
ACTION: Notice.
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SUMMARY: This notice provides additional information to public housing
agencies, and members of the public, regarding HUD's process for
issuing scores under the Resident Service and Satisfaction Indicator of
the Public Housing Assessment System (PHAS).
FOR FURTHER INFORMATION CONTACT: For further information contact Wanda
Funk, Real Estate Assessment Center, Department of Housing and Urban
Development, 1280 Maryland Avenue, SW, Suite 800, Washington DC, 20024;
telephone Customer Service Center at 1-888-245-4860 (this is a toll
free number). Persons with hearing or speech impairments may access
that number via TTY by calling the Federal Information Relay Service at
(800) 877-8339. Additional information is available from the REAC
Internet Site, http://www.hud.gov/reac.
SUPPLEMENTARY INFORMATION:
1. Purpose of This Notice
The purpose of this notice is to provide additional information
about the scoring process for PHAS Indicator #4, Resident Service and
Satisfaction. The purposes of the Resident Service and Satisfaction
assessment are to measure the level of resident satisfaction with
living conditions at their public housing, to facilitate positive
interaction and communication between public housing agencies (PHAs)
and residents, and to guide PHAs in recognizing areas of concern
identified by residents in survey responses. The Resident Service and
Satisfaction assessment is an important indicator of a PHA's
performance.
Of the total 100 points available for a PHAS score, a PHA may
receive up to ten points under PHAS Indicator #4. Unlike PHAS
Indicators #1, #2, or #3, PHAs will not be designated as ``troubled''
for a failing score under Indicator #4 in accordance with 24 CFR
902.67. The Resident Service and Satisfaction score, however, is
included in the aggregate PHAS score.
2. Elements of Scoring
The score of the Resident Service and Satisfaction assessment for
all PHAs will be based upon two components, plus a threshold
requirement.
First Component
The first component will be the aggregate score of the survey
results.
Second Component
The second component will be a score based on the PHA's
certification that plans for survey implementation and follow-up
corrective actions have been prepared by the PHA and have or will be
acted upon. HUD's PHAS regulation at 24 CFR 902.53 provides that the
second component will be a point score based on the level of
implementation and follow-up or corrective actions based on the survey
results.
Each of the components are worth five points, for a total of ten
points, as outlined under Indicator #4 in the PHAS final rule (24 CFR
902.53). A PHA will receive a passing score if it receives at least six
points of the available ten points. As noted earlier in this notice,
however, a failing score under this Indicator will not cause a PHA to
be designated as troubled.
Threshold Requirement
A PHA will not receive any points under PHAS Indicator #4 if the
survey process is not managed as directed by HUD or the survey results
are determined to have been altered. The threshold requirement is
subject to verification.
The following chart shows the scoring components and point range.
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Scoring components Point range
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Component One--Survey Results (5 points):
Maintenance and Repair Section............. 0-1.
Communication Section...................... 0-1.
Safety Section............................. 0-1.
Services Section........................... 0-1.
Neighborhood Section....................... 0-1.
Component Two--Implementation/Follow-Up Plan (5
points):
Survey Implementation Plan................. 0 or 2.
Survey Follow-up Plan...................... 0 or 3.
Total Possible Score................... 10.
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3. Scoring Process
The scoring process for the Resident Service and Satisfaction
Indicator is dependent upon electronic updating, submission and
certification of information by PHAs. Although this notice discusses
these electronic steps in terms of requirements, HUD has made allowance
for manual submission of information, as discussed later in the notice.
Unit Address Update and Verification
The scoring process for PHAS Indicator #4 begins with ensuring
accurate information about the PHA's units. PHAs will be required to
electronically update unit address information initially obtained by
the REAC from the recently revised form HUD-50058, Family Report. The
REAC will supply a list of current units (listed by development) to
PHAs via the internet. PHAs will be asked to make additions, deletions
and corrections to their unit address list. After updating the list,
PHAs must verify that the list of unit addresses under their
jurisdiction is complete. Any incorrect or obsolete address information
will have a detrimental impact on the survey results. A statistically
valid number of residents cannot be selected to participate in the
survey if the unit addresses are incorrect or obsolete. If a PHA does
not verify the address information within 30 calendar days of
submission of the list of current units to the PHA by the REAC, and the
address information is not valid, the REAC will not be able to conduct
the survey at that PHA. Under those conditions, the PHA would not
receive any points for the PHAS Resident Service and Satisfaction
Indicator.
Electronic Update of Address List
The preferred method for updating a unit address list is electronic
updating. If a PHA does not have this capability
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in-house, the PHA should consider utilizing local resources, such as
the library or another local government entity that has internet
access. In the event local resources are not available, the PHA may go
to the nearest HUD Public and Indian Housing (PIH) program office and
assistance will be given to transmit the unit address information. The
PIH office will assist the PHA in electronically updating and
transmitting its unit address list to the REAC. If circumstances
preclude a PHA from updating and submitting its unit address list
electronically, HUD will consider granting approval to allow a PHA to
submit the updated unit address list information manually. A PHA that
seeks approval to update its unit address list manually must ensure
that the REAC receives the PHA's written request for manual submission
30 calendar days before the submission due date. The written request
must include the reasons why the PHA cannot update the list
electronically. The REAC will respond to the PHA's request within 15
calendar days of receipt of the request.
Sampling
A statistically valid number of residents will be chosen to receive
the Resident Service and Satisfaction survey. These residents will be
randomly selected using a computerized program based on the total
number of occupied and vacant units of the PHA. The Resident Service
and Satisfaction assessment takes into account the different properties
managed by a PHA by organizing the resident sampling based on the
resident representation of each development in relation to the size of
the entire PHA resident population. This procedure is known as
selection with probability proportional to size. For example, if a PHA
houses five percent of its residents in a given development, then five
percent of the sample will be chosen from that development. A PHA's
score, however, will represent the entire population within that
agency.
Survey Distribution
The Resident Service and Satisfaction survey will be distributed to
the randomly selected sample of residents of each PHA by a third party
organization designated by HUD. The third party organization will also
be responsible for collecting, scanning and aggregating results of the
survey. The aggregate results will be transmitted to HUD for analysis
and scoring. HUD will keep individual responses to the survey
confidential.
Component One--Survey Results (5 Points)
The Resident Service and Satisfaction survey form, published in the
Federal Register on November 23, 1998, with OMB approval No. 2535-0108,
may be modified for nationwide implementation based on the pilot test
currently underway at 32 public housing agencies. The modifications may
include, but are not limited to, rewording of specific questions and
possible elimination of some questions. No additional questions will be
added to the existing Resident Service and Satisfaction survey. In
addition, the basic content of the survey, as described in 24 CFR
902.53, will not be modified.
Once the survey form is finalized, weights will be assigned to
individual questions. Answers to some questions on the survey will be
used for informational purposes only and will not be calculated into
the score for the PHA. For example, questions regarding overall
satisfaction with the PHA will be used to confirm survey results and
will not be calculated into the final survey score. The only questions
that will be included in the score for the PHA will be questions that
are directly related to compliance with the regulations or statutes
applicable to the management of public housing. The score for the
Resident Service and Satisfaction survey will be based on a total
possible score of five points.
Five Survey Sections
There are five survey sections as follows:
(1) Maintenance and repair (e.g., work order response);
(2) Communication (e.g., perceived effectiveness);
(3) Safety (e.g., perception of personal security);
(4) Services (e.g., recreation and personal programs); and
(5) Neighborhood appearance.
Scores for each survey section will be calculated in the following
manner. Each section will be given a score between zero and one. For
example, if the maintenance and repair survey section has 83 percent of
the possible points for that section, then it would be given a score of
.83. The total survey score will be the sum of the five survey section
scores. Thus, there are five possible points for the survey results.
This part of the score will be presented in a numeric format with one
decimal place (i.e., 4.3).
Component Two--Implementation and Follow-Up Plans (5 Points)
Points awarded for component two are based on the level of
implementation of the survey and follow-up on the results of the
survey, where necessary.
Survey Implementation Plan
Although as noted earlier, a third party organization will be
responsible for distributing and collecting the survey results, the PHA
will be responsible for disseminating information about the survey to
its residents based on Survey Implementation Plan provided by HUD. The
Survey Implementation Plan will explicitly outline required
implementation activities. The PHA must certify to the dates the
implementation activities are carried out. Activities will include, but
are not limited to, displaying posters supplied by HUD; conducting
meetings with residents and/or communicating with residents through a
newsletter; and distributing flyers.
If the PHA certifies to having completed the above activities prior
to the date set by HUD, the PHA will receive the full two points for
this section. All implementation activities should take place prior to
residents' receipt of the survey. HUD will set deadlines for electronic
submission of Survey Implementation Plans by PHAs. All Survey
Implementation Plans received past the deadline will not be considered,
and the PHA will not receive any points for this component.
Survey Follow-up Plan
HUD will supply PHAs with an electronic template to develop a
Survey Follow-up Plan based on the results of the survey. If a PHA
scores 4.5 or higher on the resident survey, a follow-up plan will not
be required and the PHA will receive the additional three points. The
PHA will receive its aggregate survey results electronically prior to
its PHAS Resident Service and Satisfaction certification due date. Once
the PHA receives its survey results, the PHA must electronically access
a template to be completed outlining any follow-up actions. The
appropriate HUD Office will supply suggested actions to assist the PHA
in completing its Survey Follow-up Plan. Follow-up actions will be
directly related to the five survey sections listed above. The PHA will
be able to develop its Survey Follow-up Plan based on areas identified
by the survey which need improvement. As part of the Survey Follow-up
Plan, the PHA will need to specify the following:
Actions to be taken in the next fiscal year;
The target date of completion;
The funding source (if required) that will be utilized;
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The section of the survey being addressed with the action
(i.e., communication, safety, etc.).
A PHA will receive the full three points for this section by
completing its Survey Follow-up Plan and submitting a copy of it
electronically to HUD/REAC by the due date. Survey Follow-up Plans will
then be bundled and forwarded via the internet to the Public Housing
Director in the appropriate HUD Field Office. Where appropriate, Field
Office staff may offer technical assistance to a PHA regarding the
Survey Follow-up Plan. Survey Follow-up Plans shall be retained for
three years, and available for review at REAC or the PHA by HUD
auditors. No points will be awarded for this component if a PHA fails
to submit its Survey Follow-up Plan.
Audit
Where appropriate, the Survey Follow-up Plan will be subject to
audit. If the auditor finds that the PHA is not following its plan in
good faith, the PHA will not receive the three points for the Survey
Follow-up Plan portion of the Resident Service and Satisfaction
assessment score.
Submission of Resident Service and Satisfaction Certification
Submission to the REAC by the PHA of its Resident Service and
Satisfaction certification brings a close to the scoring process for
this PHAS Indicator. Through the Resident Service and Satisfaction
certification, the PHA certifies that the resident survey process has
been managed as directed by HUD. PHAs are required to electronically
submit their Resident Service and Satisfaction certification. If a PHA
does not have this capability in-house, the PHA should consider
utilizing local resources, such as the library or another local
government entity that has internet access. In the event local
resources are not available, the PHA may go to the nearest HUD PIH
program office and assistance will be given to the PHA to transmit its
Resident Service and Satisfaction certification.
If circumstances preclude the PHA from reporting electronically,
HUD will consider granting approval to allow a PHA to submit its
Resident Service and Satisfaction certification manually. A PHA that
seeks approval to submit the certification manually must ensure that
the REAC receives the PHA's written request for manual submission 60
calendar days before the submission due date of its Resident Service
and Satisfaction certification. The written request must include the
reasons why the PHA cannot submit the certification electronically. The
REAC will respond to the PHA's request and will manually forward its
determination in writing to the PHA.
Technical Review of the Resident Survey
The REAC will consider conducting a technical review of a PHA's
resident survey results in cases where the contracted third party
organization can be shown by the PHA to be in error. The burden of
proof, however, rests with the PHA to provide objectively verifiable
evidence that a technical error occurred. Examples include, but are not
limited to, incorrect material being mailed to residents; too few
survey forms sent, which could render the sample size invalid; or the
PHA's units addresses were incorrect due to the third party
organization's error, such as unit numbers being omitted from the
addresses. A PHA that does not update its unit address list as
described, above, will not be eligible for a technical review based on
incorrect addresses.
Dated: May 6, 1999.
Barbara L. Burkhalter,
Deputy Director, Real Estate Assessment Center.
[FR Doc. 99-11916 Filed 5-12-99; 8:45 am]
BILLING CODE 4210-32-P
