ORCA Resident Services Plan (RSP) Guidelines
Creating a Resident Services Plan
Oregon Housing and Community Services has long recognized resident services as an integral part of the ongoing success of affordable housing developments. At the core, these services empower residents and support families by addressing their unique needs and fostering a sense of community and stability. Centering residents also brings benefit to property management, to the owner, and to the local community.
An effective Resident Services Plan (“RSP” or “Plan”) adds to a property’s marketability and can be advertised as an added amenity. Service coordination establishes important links with service providers, which can result in positive community exposure. An effective RSP can improve cash flow by including provisions and services for crisis response and tenant education regarding lease compliance. Such efforts lead to reduced evictions, lower unit turnover, and less vacancy loss as well as in saving costs associated with physical damages to units, unpaid rent, lease violations, and costly eviction cases.
RSPs for OHCS portfolio properties are required to be reviewed and updated at least once every five (5) years or more often as needed. Any change to an RSP must be approved in writing by the OHCS compliance specialist for the property. The proposed changes must demonstrate that the updated plan is comparable to what was originally promised for the property and how the changes meet the needs of the current resident population.
Through coordination, collaboration, and community linkages, residents will be provided the opportunity to access appropriate services to promote self-sufficiency, maintain independent living, and support positive experiences and opportunities while living in the affordable rental unit. An effective plan also helps to maintain the financial and physical viability of the property by incorporating services into ongoing operations to effectively address management and resident concerns as they arise.
- General support and services for residents with low incomes include improving residents’ ability to maintain their lease obligations, enhancing quality of life through programs that promote financial security, positive child and youth development, community building, and improving access to community services.
- Culturally specific resident support should reflect the cultural, historical, and social needs of residents and consider the close by agencies serving those resident groups. Services should specifically address residents’ needs that disparately impact the target population and describe in detail how resident voice can impact the RSP long-term.
- Support for older adults and people with disabilities include services to support independent living, improving residents’ ability to uphold their lease obligations while aging in place, accessing necessary health and safety services, community building, and other services that enhance residents’ quality of life.
- Support and services for people with special needs should focus on their strengths and needs. These services include providing daily support, crisis navigation, and opportunities to connect with their community.
Services that should be included in all RSPs include support to meet lease requirements, remedy warnings or notices of violations, and effective communication with management agents. Resident Services Coordinators (RSCs) provide a valuable connection point between the management agents, owners, and the residents living at the property.
Who are Resident Services Coordinators?
Resident Service Coordinator(s) are responsible for executing resident programs, coordinating and, or providing direct resident support and services, and maintaining oversight of the service Memorandum of Understandings (MOU) as outlined in the Resident Service Plan for the property. This includes renewing agreements with providers and replacing providers with those that can provide similar services (such as culturally specific services or services for people with special needs) as needed.
The owner designates the coordinator(s) in the Resident Services Plan and may appoint more than one. Coordinators may be provided by various sources:
- Owner<\li>
- Management agents
- Third-party resident service providers
- Community action networks
- Nonprofit organizations
- Job training agencies
- Public agencies
Resident Services Coordinators are typically experienced social service providers that have a wide array of knowledge of the local services available to a property’s residents as well as experience in helping clients navigate support systems and access benefits. Resident Services Coordinators remain updated on the social, educational, health, and cultural needs of the resident community and are able to connect residents to services in the community. Resident Services Coordinators also work with local groups and organizations to bring services directly to residents at the property, when able and if necessary.
Creating your Resident Services Plan
When developing a Resident Services Plan, starting early is critical. The plan takes time to develop using research into the unique needs of residents, community outreach, and working with your Resident Services Coordinators to design specific services that will be provided to residents.
As you develop your RSP, organize it into five separate parts:
- Target Population and Service Needs Assessment
- Identification and Coordination of Services
- Implementation
- Evaluation and Coordination with Management
- Compliance
Part One - Target Population and Service Needs Assessment
Conduct research and collect data to establish the needs of the current or future resident population. Do not assume the property can meet all the service needs of the resident population or what those service needs are without thorough investigation. Contact appropriate community resources such as social service providers, civic organizations, health care providers, and local government agencies. Inquiries about possible service needs of the resident population can also be made at neighborhood schools, community centers, places of worship, and libraries.
Further, it is beneficial to design an assessment instrument to be used during resident leasing. Such an instrument can verify the accuracy of service needs projected prior to occupancy and is a helpful evaluation tool as service needs change from time to time. This assessment tool, or new resident survey, will not be provided by OHCS as it would be unique to each property; it is something each property should be creating in partnership between the management agent and resident services staff.
Conducting a needs assessment with care and intention is vital to truly understanding your future resident population. It is essential to avoid tokenizing a community group or agency by singling out a sole source for your outreach. Future residents, even if coming from a particular demographic or identity, have a wide range of histories, experiences, and needs that should be considered when conducting assessment outreach. No one service provider or perspective can fully assist in developing a holistic needs assessment for your future resident community. Seek multiple sources out for feedback and take time to consider the long-term needs of residents.
Tips for part one
- Describe the residents who call or will call this property home and the services needs of the current or prospective residents.
- Explain the methods used to determine the needs of the current residents.
- Provide details of the community contacts made and the assessment instrument used.
Part Two - Identification and Coordination of Services
Part one of the RSP identified the needs of the resident community. Part two identifies the specific services close to the property that can help meet those residents’ needs. Conduct research and collect data about existing services available to residents at the property. The services must be specific to the property and must meet the needs of the resident population identified in part one of the RSP. Plans must identify local community resources, determine specific eligibility requirements, and establish the availability of services to the resident population at the property. Success of the plan relies on the owner establishing strong community linkages and recognizing this outreach as an opportunity to market the property to community providers who will also serve the resident population.
Obtain letters of intent or memorandums of understanding from potential service partners or providers. When these agreements expire, renew them or find a service provider that can provide similar services and create formal agreements with them. These changes must be reported to OHCS prior to implementation through an RSP Plan Update, described in the final section of this document. This will add to the success of the plan and resident experience.
The scope of the plan should be based upon the identified needs of the resident population. Include only services that can be realistically delivered and address the most pressing needs of the residents. An effective plan may include a long list of services or just one or two services that are fully developed, easily accessible, and address the critical needs of the resident population. Do not include services that are not realistic to perform long-term.
Make sure to outline seasonal or periodic services such as holiday programs, summer youth activities, spring cleaning support, etc. in addition to regularly available services throughout the year such as monthly newsletters or community meals.
Tips for part two
- Describe how available services in the community were identified and the efforts taken to coordinate and collaborate on the design of this plan.
- Identify the specific services that will be offered and what resource will be used.
- Specify any existing or proposed MOUs or Letter of Intents (LOI) that will be in place with local service providers for this property.
- Attach copies of MOUs or LOIs with defined timelines and roles and responsibilities identified for services at the property.
Part Three - Implementation
Describe how and where services will be provided and identify who will be responsible for service delivery. Owners may arrange to offer services on-site in a community room or in the residents’ units for individuals who require in-home services. Owners may also establish a direct referral system where residents can access available services outside the property or off-site. An efficient information and referral system must be more than a display of brochures and flyers, a community directory, or quarterly newsletters with referral information. The plan must allow residents to foster positive relationships among themselves and their larger community.
An effective plan is goal-oriented with clear and measurable outcomes described in the “Anticipated Results” section of Part Five - Resident Services Plan Report. Whether the implementation of the plan is through a service provider or is incorporated as the responsibility of the management agent, the plan should include the service provider’s duties, qualifications, and experience specifically relating to resident services. This helps ensure that the anticipated results will be achieved and meet the needs of residents.
When developing the implementation part of the RSP, make sure to affirm that participation in resident services is always voluntary; no resident can be required to participate in any resident service offered including as part of a remedy for a rental agreement or lease violation or warning. Services can be offered to residents as part of a remedy plan but must never be mandated by management.
Tips for part three
- Describe who is responsible for implementing the plan and how they are qualified to provide those services.
- Explain how the services will be delivered including where services will be available such as on-site, off-site, on a referral basis, both, etc.
- When describing where services will be located, be sure to explain the physical locations residents are able to congregate, host meetings, meet with staff to discuss needs, etc. If services are provided by referrals make sure to describe the outreach methods to residents and how often outreach will take place.
- Describe the anticipated outcome for each service and make sure to connect back to how this meets target population needs identified in part one.
- Explain how the target population needs will inform the required training of staff designated to provide services to the property.
- When describing where services will be located, be sure to explain the physical locations residents are able to congregate, host meetings, meet with staff to discuss needs, etc. If services are provided by referrals make sure to describe the outreach methods to residents and how often outreach will take place.
- Describe the anticipated outcome for each service and make sure to connect back to how this meets target population needs identified in part one.
- Explain how the target population needs will inform the required training of staff designated to provide services to the property.
Part Four - Evaluation and Coordination with Management
Develop a process and discuss how the services will be evaluated for effectiveness on an ongoing basis. OHCS requires that RSPs are formally reviewed by housing providers at least every five (5) years. Evaluations must be submitted to OHCS for review along with the updated RSP the housing provider would like to adopt.
Evaluating the plan will ensure that as the resident population and their needs change, the property will be adapted to meet those needs. Adoption of new services to meet resident needs must be comparable to the original RSP services. For example, if the original plan commits to providing a food program once a week but that food program is dissolved by the partner agency, the new plan must include a different food service or a justification for removing the food service and replacing it with another service provided on-site. If the original plan commits to providing culturally specific services like social opportunities for older Black adults, the new plan must continue to provide these social opportunities or a justification for changing the service.
For Projects with Designated RSCs
Include a process for how service delivery will be coordinated with the management agent and on-site personnel by resident services staff in the RSP. Coordination of services with the management agent must include a deliberate and specific plan or process such as regular meetings between staff, a system for sharing information through reports, and a formal referral system so the agent and maintenance staff can refer concerns to the RSC. Ensure the RSP includes a policy to provide prompt notification, generally within 24-72 hour, to resident services staff of safety concerns. This includes things like all verbal and written warnings, notices of violation, notices to vacate, and eviction filings for all units at the property and description of how these notifications will occur.
For Projects without Designated RSCs
If the project plan uses the management agent to provide the services described, the plan must include a policy outlining how services will be provided to residents in cases of conflicts of interest. This could be cases where the residents are known to the agent, there is a no-contact restriction between the resident and agent, or there is another reason the agent is unable to serve a resident at the property.
Tips for Part Four
- Describe how the Resident Services Plan will be evaluated and at what frequency.
- Include a schedule of when the service outcomes will be measured for value and effectiveness.
- If the results of the plan are not as anticipated, describe the corrective actions that will be taken.
- Explain how information will be incorporated into new hire training for all staff on-site regardless of who is the primary resident services provider. This includes the site manager, maintenance staff, and contractors operating on the property.
- Explain who is identified to update the plan, conduct regular evaluation of the plan, and submit plan updates to OHCS.
Part Five – Resident Services Plan Report
Describe each individual service that will be provided to residents. Detail the service provider for each service, the anticipated outcome or goal, and the anticipated participation level from residents. Organize this section as you would in your Resident Services Plan Compliance Report. An example is provided here.
Please note this is merely an example of how to complete this section of the RSP. The Services and Anticipated Participation sections do not reflect any OHCS requirement for incoming RSPs and should not be taken as such.
Tips for Part Five
- Be thorough, yet realistic, in describing the services the RSP will provide as well as the anticipated outcomes.
- Ensure the services listed in section five reflect the same services as previous sections of the RSP.
- This is an opportunity to create an at-a-glance menu of services available to the residents at the property.
Resident Services Plans and the ORCA Process
Intake
When completing an intake for the project, you will be asked about the intended population to be served by the project. This is where you can begin to develop your RSP by identifying your target populations and conducting outreach to develop a service plan.
Impact assessment
During impact assessment your application will include a series of questions related to your RSP as well as the service provider for the project. It is also necessary to include an MOU or LOI between the project and the service provider outlining responsibilities and compensation for services, if the project service provider has been identified at this stage of the application process.
Financial eligibility
At this step of the ORCA process, you will submit the first draft of your project’s RSP. Your RSP should ensure that your target population and proposed services are comparable to what was indicated in the impact assessment application. The submitted RSP draft must be signed by the resident services provider identified, and an MOU or LOI must be provided.
Commitment
At the final ORCA step, the project will submit its final RSP. This version will become the RSP that is submitted during construction monitoring for inclusion in the Management Agent Packet (MAP). The submitted RSP must be signed by the resident service provider identified.
Construction monitoring
The project RSP that was submitted to OHCS in the commitment step is included in the Management Agent Packet (MAP) submission.
Resident Services Plans Post-ORCA
Yearly Resident Services Plan Reports to OHCS
Every year, project staff will submit a Resident Services Plan Report to OHCS Portfolio Compliance. This is a general report regarding the services provided to residents and the providers responsible for the RSP. It is expected that the service provider responsible for executing the RSP at the property, or their direct supervisor, will complete the report. This report is a single page, front and back, and available as a fillable PDF for ease of use. When completing the report, use the RSP approved by OHCS as a helpful template for reporting on specific services.
Tips for Completing the Plan Report:
- Be as clear and concise as possible.
- Be honest if some services did not work as intended and why, or what else is planned to meet the identified need for the target population.
- Include copies of newsletters, flyers, calendars, and other demonstrative documents to show that resident services are being provided to residents as intended by the RSP.
- Make sure each property’s RSP has been officially reviewed within the last five years which is outlined in the next section.
Resident Services Plan Updates
At least once every five years, a property’s RSP must be reviewed for effectiveness. It is normal for RSPs to change over time in response to changes in the:
- Resident population
- Needs of resident population
- Services available in a local community
- Funding to or availability of an agency or jurisdiction
- Access to assistance programs such as Medicare or Medicaid, SNAP (Supplemental Nutrition Assistance Program), Oregon Energy Assistance Programs, rental assistance funds, etc.
OHCS understands that what worked for your RSP five years ago may not be working now. It is expected that plans will change periodically, and that with thorough research and review of resident’s needs and available resources, a more accurate and effective RSP can be used at a property.
In order to update the RSP, first review the current, OHCS-approved plan. Find the weak spots or places to improve, then follow the five parts outlined in this guidebook to create your new RSP. When developing your first few sections, make sure to refer to the original plan and provide explanations of the proposed changes.
Make sure to keep the aspects of the RSP that are working, and work with your tenant community for input and guidance. The residents of the property will be the most important key in creating a new plan. Use tenant surveys, outreach meetings, and tenant voice to help guide the identified needs of the resident population, and work to connect services to the property that are comparable to the original RSP.
A note on comparable services
Although change is normal and expected, what is not appropriate in updating the RSP is replacing robust and comprehensive services with minimal or hands-off referrals to other agencies. This includes reducing the number of resident services staff hours at the site which would dramatically impact the quality or services available to the property residents.
An update to the RSP must demonstrate that services are adapted or replaced but not downgraded or removed from a site. For instance, if the target population is identified as older adults at 30% AMI, and the original RSP agreed to host a food pantry on-site, the new RSP cannot reflect removal of the food pantry on-site without a similar service provided to residents. Another example would be if the original plan commits to providing culturally specific services like social opportunities for older Black adults, the new plan must continue to provide social opportunities for older Black adults or justification for changing the service.
Submitting a Plan Update
Once the updated RSP is complete, it must be submitted to the OHCS compliance staff for review. Submit the original RSP and the updated RSP together. Once reviewed, an OHCS compliance team member will approve a plan or follow-up with any questions that need to be answered before approving the plan.