Post-Intake Support Clause Samples
Post-Intake Support. Subrecipient shall be available to applicants after an application is submitted to answer questions from applicants regarding communications received from Agency and Agency representatives; Program policies and procedures, such as appeals or exception requests; and to support applicants in identifying, collecting, and/or digitizing additional documents or other materials requested by Agency and/or Agency representatives. Services shall be made available to applicants through Program close-out or termination of this Agreement. Post-Intake Support services may also include:
a) If/as requested by applicant, joining call with Agency to discuss any determination that applicant is ineligible.
b) Communicate with Agency and Agency representatives through the System of Record facts about applicants that are important to serve them effectively and maintain compliance with HUD requirement.
c) Work with applicants deemed ineligible to select appropriate course(s) of action, which may include:
i) Awaiting future phase of ReOregon housing Programs to reapply.
ii) Filing appeal.
d) Support applicant in development of an Appeal.
e) Work with Agency staff to support waiver requests (e.g., collecting information).
f) If requested by Agency, visually confirm identity of applicants, co-applicants, and/or powers of attorney.
g) Assist applicants in understanding concept/purpose of Duplication of Benefits (DOB) review.
h) Assist applicants in formulating clarification questions if the applicant does not understand an Agency determination.
i) Provide secondary assistance to Applicants when making decisions about awards and benefits. The Agency and the Agency’s representatives are primarily responsible for presenting and explaining options. The Subrecipient may offer to help the Applicant weigh options. Where decisions have important long- term impacts on household finances, both the Agency and the Subrecipient may refer them to housing counseling.
j) At Agency request, collect information relevant to a specific applicant directly, e.g., provide public records or take photographs.
k) Assist Agency in collection of additional/supplemental forms & documents (such as authorization to access property).
l) Support applicant in development of appeals and consult with Agency staff on whether an exception or waiver is more appropriate.
m) Subrecipient must have the capabilities to provide Spanish language services, and access to a mechanism to provide other language services based on ap...