CVR New York. SharePoint Training Manual. (May 2018)

Transcription

1 CVR New York SharePoint Training Manual (May 2018) i

2 (Intentionally blank) ii

3 Navigating SharePoint Contents Navigating SharePoint... 4 SharePoint Homepage... 4 SharePoint Lists... 6 Re-Exams List Rent Adjustment Letters Interims List Leasing List Termination List Eligibility Port Out Tracking List Port In Buttons on the Leasing List Rent Increase Generate Forms List Reception Tool Training and Advisories Letter Batches

4 Navigating SharePoint Navigating SharePoint Introduction Note This SharePoint system is customized for CVR New York s HCV operations. Through SharePoint you can track your progress on open cases, generate letters and documents, automatically mail documents, and use automated workflows to guide you through processing a transaction. SharePoint Homepage Support This SharePoint manual is for your reference at any time. If you have programmatic questions please ask your supervisor. If you have technical issues, please support@cvrassociates.com. Logging In You can log in to SharePoint with any internet browser at this link: Your username will likely be cvrassociates\first initial last name (no space) Your password was assigned via (and remains the same as your other CVR passwords). Typically it is your First Name followed by 4 digits. 4

5 Navigating SharePoint Key Terminology List/Log Case Item Field View Button A list or log is a section of SharePoint related to a specific transaction (ReExams) or type of actions or documents (Forms & Letters). Each list available to you is shown in the top bar on SharePoint. Each list also includes a number of list-specific buttons and fields. A case is a participant and their related actions and documents. Cases are tracked across SharePoint in the Notes and Attachments sections. An item is a detailed page for a case that is on a specific list. For example, an item would be created for Sally Smith s 2018 Annual ReExam. Once that transaction is completed, it should not be edited. A new item should be created for another transaction or the next year s ReExam. A field is a space that holds a piece of information on a list (first name, tenant ID, effective date). These fields are different for every list. They identify information and are used to update the record throughout the transaction so that you can track its progress. In the detail page for an item, these are on the left-hand side of the page. In the main pages, they are in a grid. A view is an adjusted way to look at a list so that only certain items are shown. For example. The My Pending view shows you only items that are assigned to you that are still outstanding. This makes it easier to find the items that need attention and prevents you from accidentally updating completed items. A button is a clickable object on the item detail page that creates documents, updates fields, or creates new items on another list. Each button is detailed in this manual. Pending Work Tool (Not Yet Active) A quick view of your active items can be viewed using the Pending Work Tool. This tool divides your cases into Pending (outstanding items assigned to you) and Attention Required (items that need an action to be taken). Clicking on the number for each section will bring you to a list of those items. This tool will also show you if you have any appointments that day. SHCVS Search Tool The SHCVS Search Tool looks up tenants as they exist in SHCVS and allows you to easily create a list item for the tenant. Here is an example of the SHCVS lookup function. When you look up a participant, it will show you their basic information, the assigned caseworker in SHCVS, owner name and ID, and the next and last recert date. From this tool, you have the ability to: Add an appointment Suggest a termination Add an interim Start a move Add a rent increase Start a Landlord Overpayment Request a complaint inspection Generate a form outside of a list When you start one of these processes, SharePoint will automatically populate the list item with the basic information and take you to the new item. Please note that all information in the SHCVS search is stored under the Head of Household s name. 5

6 Navigating SharePoint SharePoint Tenant Search The SharePoint Tenant Search Tool allows you to look up all items within SharePoint. Here is an example of the SharePoint Tenant Search tool. You can search by name or log number and it will pull up all items from any list that match. From there, you can click View to see the details for that transaction. If you search for a case in SharePoint, ensure that you select the correct transaction and effective date before creating documents or updating the item. Always make sure you are working from the correct transaction list type (Interims, ReExams, etc). SharePoint Lists There are a number of lists in SharePoint. You can navigate to these lists by clicking on their name near the top of the webpage. 6

7 Navigating SharePoint Many of these categories have dropdown lists. Most often you will use the lists under the header Tracking Lists This includes ReExams, Interims, Leasing, and Zero Income. List Views The View drop down is at the top of most SharePoint lists. SharePoint views help you filter the lists appropriately. Most lists default to the view that shows outstanding cases assigned to you, called My Pending. If you need to see all of the items in the list, choose All Items and it will show you every item in SharePoint, current or past, for all caseworkers. Searching within Lists Each list will permit you to filter and sort, similar to an Excel spreadsheet. There are 4 main ways to filter and sort in a SharePoint list: 1. Use text boxes to search for particular records. 2. Click on column headers to sort by ascending or descending order. 3. Click on the calendar and choose a range of dates. 4. Select the item from the drop down menu to see only those types of records. Batch Actions Batching items together allows you to perform the same action across multiple records. Checked items can be added to a batch by clicking on the Add Selected to Batch button. Once items are added to a Batch, the Batch Actions become available. Batch processing can be used to update the statuses of items or create groups of letters (like appointment letters). If you are creating a letter that prompts you for information, please be aware that whatever value you pick will populate for all of the letters in that batch. 7

8 Navigating SharePoint Exporting to Excel Any list can be exported to Excel as needed. Click on the Export to Excel button and open the document in your downloads folder. Details View To generate letters or edit any of the details within an item, you must enter into the detailed view of the record by clicking on View. Once you are in the details view, many buttons are available. The following basic buttons are available on all lists: Edit, Add Note, Add Attachments, and Version History. Adding an Item to a List In most cases, items are added to lists via the SHCVS Search tool, the monthly re-exam import, or a button from another list (e.g. Zero HAP on the Re-exam list will create an item on the Termination list). If you need to add an item to a list outside of those methods, navigate to the correct list and choose Add Item in the top-left corner. This will bring up a screen with a number of mandatory and optional fields you must fill out about the participant s case in order to create the item. Once you have filled in the appropriate fields, click Save and the item will be added to the list. Make sure that you choose yourself or the correct person in the Assigned To field. Editing an Item in a List The edit button will allow the User to change some of the key details of the item. Most items will be updated automatically through the workflows generated by buttons, so the user should not have to edit the details of a record frequently. 8

9 Navigating SharePoint Generating Letters CVR s SharePoint Tracker is designed so letters are generated at the appropriate stage of the process. Letters associated with Re-exams are generated within the details of the Reexams list while move related forms can be generated in the Lease Up list, etc. Those forms and letters which may occasionally fall outside of a workflow can be generated from the Generate Forms list. Generate an Individual Letter When viewing an individual item, you will be presented with a number of buttons in the top ribbon. Click on the button that describes the letter you would like to generate or the action you would like to take. Note that there are dropdowns that include multiple button options such as Verification Letters shown below. A confirmation window may appear that will describe what the button will do and any additional information you need to be aware of. Click OK to continue. Complete the form fields with the correct information for that participant. Click Create and Attach when done. 9

10 Navigating SharePoint Some letters have the option to attach blank documents or upload documents saved to your computer. To attach forms, click Select documents to attach next to Attaching Forms? and a list of possible blank attachments will appear. You can add as many as needed. There are multiple copies of some form, numbered 1, 2, 3, etc. in the case that you need to attach multiple of the same form. The order in which you choose the forms is the order they will appear after the letter. To upload a document from your computer, click Browse next to Upload Forms to attach? and it will pull up documents on your computer. Any attachments or uploaded documents will be sent with the document to the mailhouse. If the Automatically Mail line is present and checked, the letter will be sent to the mailhouse upon approval. If it not available or if the box is left unchecked, you must print and mail the letter. 10

11 Navigating SharePoint Review the letter and if it is correct, click Approve. Reject the letter if there are issues or errors. Be sure the mailing address and all fields are correct, because approving a letter with the Automatically Mail box checked will send it to the mailhouse. Once a letter is approved, it can be viewed from the attachments section of the record. If you have approved a letter in error, you will need to ask your supervisor to delete it. Letters that are deleted on the same day they are created are not sent to the mailhouse or ifile. Other Buttons Some buttons in the SharePoint lists do not generate forms or letters. Instead, they update the status and/or other fields. Those buttons are discussed in detail in the list sections below. 11

12 Navigating SharePoint Content Server Integration Most documents generated in SharePoint are matched to transaction types and content types. Once you generate and approve a letter, it will be sent to the ifile to be filed. This process happens after the end of the workday. If you approve a letter in error and need to delete it, notify your supervisor, who have access to delete the letter. Deleting the letter within the same work day that it was generated will prevent it from being sent to the mailhouse and from being sent to ifile. Supervisor Access Only Adding Notes The Add Note button allows you to enter a note related to the participant. Any note added to a record will appear on all items associated with the same participant, regardless of the list they were originally created in. The notes will appear at the bottom of the details page. All notes show the Author, a time stamp and which list the note was created from. Whenever you interact with a participant or learn new information about their case, it is recommended to add a note in SharePoint for reference. This can help you keep track of important information as well as provide context if a participant needs assistance on a day when you are out of the office. Adding Attachments The Add Attachments button allows you to attach documents to SharePoint. To attach a document for your reference in the file, click the Add Attachments button. This will prompt you to select a document from your computer and to provide a title for the document. 12

13 Navigating SharePoint All documents uploaded, generated, and created in SharePoint will appear in the Attachments section. These files will show up on all items related to a tenant, regardless of the list they were originally created in. Send to IFile Any document in the Attachments section can be manually submitted to ifile. While most documents you generate in SharePoint are automatically sent to ifile, documents you receive or create outside of SharePoint (ex. Calc Sheet) can be uploaded and indexed in SharePoint. Most lists contain the Send to ifile button. You can select the appropriate document from the Attachments section, choose the content type and transaction type and click Send to ifile to manually complete this process Version History 13

14 Navigating SharePoint The Version History button allows you to see all the changes that were made in SharePoint. The detail shows the user who made the change and the date and time the change was made. 14

15 Re-exam List Re-Exams List Recertification is an annual process for all participants in the HCV program. The Re-Exams list tracks all recertification activity from scheduling to completion. This section outlines the general process for recertification and the buttons used to complete it. Recertification Process 1. Monthly cases are loaded into SharePoint and Appointment and Mail-in Packets are created and mailed. 2. For all cases where participants fail to attend their appointment or return their packet by the due date, second attempt packets are created. 3. For all cases where participants fail to attend their second appointment or return their second packet, a final appointment packet is sent. 4. If the participant fails to attend the final appointment, termination is recommended, reviewed by a supervisor, and then approved and sent to the hearings department. 5. Once an appointment is attended or a packet is received, the caseworker should review the packets to determine which are complete and which require more documentation. a. For all packets that are complete, update the status to Packet Received. b. For all packets that require more information, send an Additional Document Request or 3 rd -Party Verification letters. 6. If documents are not returned by the due date, a second request for documents should be sent. If documents still fail to be returned, termination should be recommended, reviewed by a supervisor, and then approved and sent to the hearings department. 7. Once all documents have been received, transaction is processed in SHCVS and Rent Adjustment Letters are requested in SharePoint. If it is too early to send a RAL, the status should be updated to Ready for RAL. 8. Rent Adjustment letters are reviewed and approved in SharePoint in order to mail. 9. If the participant has a HAP of $0 at the end of the recertification, start the Zero HAP process. If they are overhoused, send the Notice of Overhousing. Monthly Upload Every month, your new cases will be uploaded to SharePoint and the Appointment Packet or Mail-In Packet will be sent to the participant. Once the cases are uploaded and assigned to you they will appear on your My Pending view. These cases will be in Packet Sent status. Any appointments will also appear in the Reception Tool. If at any point a reexamination appointment needs to be rescheduled, it should be rescheduled within the Reception Tool. Update the appointment date using the Edit button on the reexamination item and then use the Reschedule button on the Reception Tool list to create the rescheduled appointment letter and update the appointment. Annual Packet 2 nd Attempt If a participant fails to attend their reexamination appointment or return the mail-in packet by the due date, they will be added to the Needs 2 nd Packet view. You should create the second packet according to the type of reexamination. Mail-In packets can be created using a batch action. Please choose 4:00pm as the time the packets must be returned by on their due date. Because you will have to choose the appointment date, appointment packets must be created one by one. All packets can be sent through the mailhouse. 15

16 Re-exam List Final Appointment Packet If the participant fails to return the packet or attend the appointment twice, use the Generate Final Appointment Packet button to schedule the final appointment and send the notice to the participant. This will update the status to Final Appointment Scheduled and save the date of the appointment. Because you must choose the date and time of the appointment these cannot be created as a batch. This will be automatically sent to the mailhouse. Packet Received When the participant attends their appointment or turns in their packet, the caseworker should use the Packet Received (Status Update dropdown) button to acknowledge that the packet was received. These can also be updated as a batch. Request Docs Once a packet has been received, you should review the packet to determine if all forms were filled out correctly and all relevant documentation was provided. You should generally check the file at this point to ensure all core documents are present for all family members. If anything is missing, it should be requested using the Request Docs button. You can choose from a number of categories that are often requested, add notes, and attach blank forms or upload documents you have saved on your computer (for example, if only one family member has failed to sign a form). This document can be mailed through the mailhouse and will set the Reexam status to Docs Requested. Once you have sent the first Additional Document Request, the option to Request Docs 2 nd Attempt will appear. This should be used if documents have not been returned within the 10 business day timeframe. If there is no change to the item after 10 business days, you will see the item in your Attention Required view. If you made a mistake and need to recreate an Additional Document Request, but your only option is Request Docs 2 nd Attempt, click Edit and delete the date in the Docs Requested field and click Save. Once the page refreshes, you will see the Request Docs button. Third-Party Verifications If information is provided that needs additional verification from an outside source (disability, student status, foster care) there are a number of Third-Party Verification forms available under the dropdown menu Verification Letters. Choose the correct form and enter the name and mailing address of the Third-Party verifier (be sure to format it correctly in lines; this will be the address on the letter). This dropdown also includes the Family Verification letter, Zero Income forms, Self-Employment Certification, and the Oral Verification worksheet to fill out once you have moved through the EIV hierarchy. The third-party verification letters will update the status to TPV Sent unless the status is already Docs Requested. When sending third-party verification letters you will need to use the Upload forms to attach feature to attach a signed consent form that you have saved to your desktop. These forms can be sent to the mailhouse automatically. Start Termination If the participant fails to attend their final appointment or fails to respond with requested documents by the second due date, they should be recommended for termination. These items will be included on the Attention Required view. 16

17 Re-exam List The Request ITT button will notify your supervisor that this participant should be reviewed for termination. You must provide details about when letters were sent and what due dates the participant missed as well as the proposed termination date (the last day of the month before the reexamination should be effective). Approve/Deny ITT Supervisor Access Only Once the supervisor is notified on a recommended termination, they should review the notes provided and any documents in the file and determine whether it is worthy of termination or not. If not, use the Deny ITT button to notify the caseworker that it is not worthy of termination at this point and that they should continue to work the reexamination. If it is determined worthy of termination, they can use the Approve ITT button to set the status as Termination and create a new item on the Termination list. This will notify the caseworker that the termination has been approved and notify the hearings department to create the Intent to Terminate notice. This item will stay in the caseworkers My Pending view until the termination has been marked as complete and the participant has ended their participation in the program, or the termination is cancelled and the recertification process resumes. If the termination is cancelled, the caseworker will receive an notification and the status will update to Packet Received. Criminal Background Check For all adult household members, you must perform a criminal background check. Once you have performed those checks and all adult family members have passed, use the Pass Criminal Background button (Status Update dropdown) to generate an internal notice for the file that the check was performed and passed. This will update the Criminal Background Passed? field to Yes and send the internal document to ifile. Processing in SHCVS & Ready for RAL Once all documentation and verifications have been received, the recertification is ready to process. Update all of the information in SHCVS including any adjustments or special payments. Ensure that the mailing address for the participant and landlord are correct. If all information has been updated, but it is too early to send the Rent Adjustment Letters, you can update the status to Ready for RAL (Status Update dropdown). This will move the item from the Attention Required to the My Pending view. You can find all of your Ready for RAL items on the Ready for RAL view. Rent Adjustment Letters Once you have processed the recertification in SHCVS, request a Rent Adjustment Letter using the Request RAL button. This letter explains any change in rent share to the participant and landlord. Any adjustments in SHCVS are automatically included on the letter. You must explain any special payments using the notes field in the pop-up box. 17

18 Re-exam List The Rent Adjustment Letters will be generated overnight and you should approve or reject them the following day. Approving the letters will send the letters to the mailhouse and to ifile and update the status to Re-exam Complete. If you need further information on the RAL process, please see the Rent Adjustment Letter section. Rent Increases If a landlord has requested a rent increase during the reexamination period, it will be evaluated on the Rent Increase List. If approved, you will be notified by that a rent increase has occurred and the Approved Contract Rent, Rent Increase Effective Date, and Utility Change will be updated in the reexamination item for your reference. No additional letters need to be generated; the Rent Increase Approval letter will have been sent through the Rent Increase list. The information is given to you to ensure that the most accurate information is included in the Rent Adjustment Letters. Zero HAP Letter If the participant s share of the rent is now $0, you can generate a Zero Housing Assistance Payments Notice using the Zero HAP button. This will create a letter for the participant and create an item on the Termination list with the proposed termination date in 180 days. This should be created after the transaction has been completed and will not update any fields in the Re-exam item. This can be sent through the mailhouse. Notice of Overhousing If the participant is current overhoused, you can generate a Notice of Overhousing to the tenant that includes a Landlord Certification. This can be sent to the mailhouse. This button does not change any fields on the Re-exam item. Non-Family Addition If the participant is requesting to add a new household member during the Reexam and this individual does not meet the qualifications for a new family member (by recent marriage, birth, adoption), you can generate a Non-Family Household Member Addition Notice. This notice explains that the voucher size will not be affected by this addition and that this person will not be counted in future calculations of voucher size. This can be automatically mailed and does not change any fields on the Re-exam item. End of Participation If the participant has been terminated or is terminated during the Re-exam time period for a reason other than failure to recertify, you can update the Re-Exam status using the EOP button (Status Update dropdown). Updating the Re-Exam status will remove the item from your My Pending list as this means the participant has officially ended their participation in the program. Port Out If the participant has ported out from the CVR New York program, use the Port Out button (Status Update dropdown) to update the status. This will remove the item from your My Pending list. 18

19 Rent Adjustment Letters Rent Adjustment Letters Introduction Note Rent Adjustment Letters are generated at the end of all annual recertifications, most interim recertifications, and all lease-ups (called HAP Determination Letters). They explain the transaction that has taken place and the breakdown of rent shares between the landlord and the tenant. The SharePoint RAL process has two steps: request and approval. RAL/HAP Determination Letter Process 1. Transaction is completed in SHCVS and all financial figures are accurate. 2. Caseworker requests the letter using the appropriate button on the appropriate list. 3. Caseworker is prompted to enter any notes that should be added to the letter. 4. Letters for the Landlord and Tenant are generated overnight to ensure the most accurate data. 5. Case appears in the RALs Ready section on the SharePoint homepage. 6. Caseworker views Tenant and Landlord letters. 7. Caseworker approves or rejects letters. a. If approved, letters are sent to mailhouse and ifile. Case is marked complete. b. If rejected, letters are removed and caseworker should adjust and re-request letters. c. If approved and later found to be incorrect, caseworker resets RAL process and rerequests letters, including correction details in the notes. Requesting a RAL These letters can be requested on the Reexam, Interim, and Leasing lists. Once you have completed the transaction in SHCVS, pull up the tenant on the appropriate list in SharePoint. Make sure that you are looking at the correct transaction type and effective date. Click Request RAL and it will prompt you to enter any notes that you wish to be added to the RAL. Once you have requested the RAL, you can check to make sure it was requested successfully by scrolling down and looking at the line that says RAL Requested? it will show a Yes. The RAL Requested? field must show as Yes and the other fields must show a No in order for a RAL to be generated. Adjustment Language 19

20 Rent Adjustment Letters If there is an adjustment present in SHCVS, the following language will automatically appear at the bottom of the RAL. (This language is slightly modified on the letter to the participant.) Please note: On or before the 1 st of the upcoming month, you will receive TOTAL PAYMENT due to a one-time adjustment in the amount of ADJUSTMENT AMOUNT in addition to that month s HAP payment of HAP AMOUNT to ensure all HAP payments are up to date. If the participant rent has increased, they shall begin paying the new amount on 1 ST of MONTHAFTER30DAYS. If participant rent has not increased, they shall begin paying the new amount on EFFECTIVE DATE. You do not need to add adjustment information in the RAL Notes field; it is automatically added. However, if a special payment is occurring for this transaction you will need to add that information in the RAL Notes field. Approving/Rejecting RALs The day after you request a RAL, you must review the RALs that have been created and click Approve RAL for them to be mailed, sent to ifile and the case to be marked as complete in SharePoint. If the RAL is not correct, click Reject RAL and the RALs will be removed from SharePoint. Correct the necessary information and request the RAL again. Reset RAL Process Once a RAL has been approved in SharePoint, it will be mailed and sent to ifile. If, upon later review, it is determined that the original RAL was incorrect and a revised version is necessary, you must first reset the RAL request process. Use the Reset RAL button to set all of the RAL Requested? fields to No. Once all fields have been set back to No, start the request process as normal. You may want to include a note explaining the revision in the RAL notes. 20

21 Interims List Interims List The Interims SharePoint list tracks and categorizes all incoming Interim requests. Tracking these requests allows for enhanced customer service so the entire team will be able to see the status of each request. This list has been designed to track Interim Requests and Reasonable Accommodation Requests. Interim Purposes There are a variety of Interim Purposes available to choose. For new interim items that are created automatically due to an Interim Change Request, you should first update the purpose using the Edit button. The following options are available: Income Decrease Change to HOH Multiple Subsidy Income Increase Reasonable Unreported Income Addition to Household Accommodation Other Remove from Household Hardship Exemption Allowance/Deduction Deceased Tenant Only one purpose may be selected per action. If more than one purpose applies select the most accurate description available. Request Additional Documents If more information is required from the participant, use the Request Docs button to request verification documents or forms. You can choose from a number of categories that are often requested, add notes, and attach blank forms or upload documents you have saved on your computer (for example, if only one family member has failed to sign a form). This document can be mailed through the mailhouse and will set the Interim status to Docs Requested and set the date the documents were requested. There is a Final Doc Request for the second time you need to request documents before denying the interim or recommending the family for termination. Third-Party Verifications If information is provided that needs additional verification from an outside source (disability, student status, foster care), there are a number of Third-Party Verification forms under the dropdown Verification Letters. Choose the correct form and enter the name and mailing address of the Third-Party verifier (be sure to format it correctly in lines, this will be the address on the letter). When sending third-party verification letters you will need to use the Upload forms to attach feature to attach a signed consent form that you have saved to your desktop. These forms can be sent through the mailhouse automatically. This will update the status to TPV Sent unless you have already requested other documents. Duplicate Subsidy If the EIV Duplicate Subsidy report shows that a household member is listed as a member in another assisted household, use the Duplicate Subsidy button (Other Interims dropdown) to create the initial Duplicate Subsidy letter. This letter requires the family to provide proof that the 21

22 Interims List member(s) in question is only receiving one subsidy. This letter sets the purpose to Duplicate Subsidy and the status to Additional Documents Required. If the family fails to provide that information, use the Duplicate Subsidy Final Notice button to create the Duplicate Subsidy Member Removal letter. The household member in question should be removed from SHCVS. Due to the change in household composition, this requires a Rent Adjustment Letter. Unreported Income If an EIV report shows that a family has unreported income, you should use the Unreported Income button (Other Interims dropdown) to create a notification letter sent to the participant instructing them to provide information about the income in question. If the income is reported, this should be adjusted in SHCVS and a Rent Adjustment Letter should be requested. If the family fails to provide verification, the caseworker may need to recommend termination of the family due to failure to provide documentation and to report all income. Reasonable Accommodation Participants can request a reasonable accommodation by written notice of the Reasonable Accommodation Request Form. The third-party Verification of Reasonable Accommodation is available to send to a knowledgeable professional under the Reasonable Accommodation dropdown. Once a decision has been made, use the Reasonable Accommodation Decision button (Reasonable Accommodation dropdown) to notify the participant. If this is the case of an extra bedroom and the reasonable accommodation is denied, there is a specific letter for this under Extra Bedroom Denial. If the reasonable accommodation has resulted in a change in household composition or rent share, request the Rent Adjustment Letters. Rent Increase Once a requested rent increase has been approved, it may be added to the Interim list. If so, the details regarding the new approved rent, whether there was a utility change, and the effective date will be added to the item. This information should be updated in SHCVS and Rent Adjustment Letters should be requested. The Rent Increase approval letter will already have been sent from the Rent Increase list. Non-Family Addition If the participant is requesting to add a new household member via the interim process and this individual does not meet the qualifications for a new family member (by recent marriage, birth, adoption), you can generate a Non-Family Household Member Addition Notice. This notice explains that the voucher size will not be affected by this addition and that this person will not be counted in future calculations of voucher size. This can be automatically mailed and does not change any fields on the Interims item. Denying an Interim Use the Deny Interim button (Status Update dropdown) to create an Interim Denial letter and set the Interim Status as Denied. 22

23 Interims List Rent Adjustment Letters If the Interim change affects the HAP Payments or a change in family composition, request the Rent Adjustment Letter after processing the interim in SHCVS using Request RAL. Any adjustments in SHCVS are automatically included on the letter. You must explain any special payments using the notes field in the pop-up box. The Rent Adjustment Letters will be generated overnight and you should approve or reject them the following day. Approving the letters will send the letters to the mailhouse and update the status to Complete. If you need further information on the RAL process, please see the Rent Adjustment Letter section. Duplicate If there are multiple items in SharePoint for the same participant for the same reason and you are sure that they are duplicates, use the Duplicate Record button (Status Update dropdown) to update the status and remove the item from your Pending list. Process with Annual If an interim change is started while a recertification is in process, the interim can often be processed as a part of the recertification. Use the Process with Annual button (Status Update dropdown) to change the status to indicate that the requested interim change was dealt with during the recertification. 23

24 Lease-Up List Leasing List The lease up list allows for the tracking of any action where a voucher issuance is necessary. This includes New Admissions, Moves, Port-ins, and Port-outs. All documents for the lease up process can be generated through the leasing list, including vouchers and HAP contracts. You will also use this list to request and track initial inspections. Lease-Up Process 1. The lease up process is prompted by a number of actions a. A participant requests a unit transfer or to port away from the jurisdiction i. If the participant is ineligible to move, the move request is denied b. A participant is required to move according to the PHA or the landlord c. An applicant is determined eligible and attends a briefing. d. A participant requests to port-in from another housing authority 2. For new admissions, the participant attends a briefing. For all other moves, an individual appointment is made. The participant is given their voucher and the move packet. 3. The participant/applicant searches for a unit. 4. If the participant requests an extension, the caseworker should determine eligibility for an extension and create the approval or denial letter. 5. If an RFTA packet is received, review the packet for completion. a. If more information is needed, generate a Landlord Document Request 6. Once the RFTA packet is complete and reviewed, approve the RFTA packet for review from your supervisor. 7. Once the supervisor approves the RFTA, they send the new unit to inspection and alert the Community Relations Manager. a. If the inspection fails and items are not corrected, reject the RFTA packet and let the participant know they need to find a new unit. b. If the inspection passes, generate the HAP Contract and participant notice and send to the landlord and participant. 8. After the signed HAP Contract has been returned, finalize the case in SHCVS and request the HAP Determination letters. 9. If the participant wishes to cancel the move, use the Cancel Move button to send notice to the participant and most recent landlord. 10. If the participant fails to turn in an RFTA packet by the voucher expiration date, the voucher is expired, the move is cancelled, and the participant is terminated. Transfer Type The Transfer Type field indicates what kind of move the request is. The Edit button will allow you to change the transfer type to one of the following options: Requested Port In Required Port Out New Admission Requesting a Unit Transfer Participants must complete a Unit Transfer Request form in order to start a requested move. This form can be created using the Unit Transfer Request button in the Generate Forms list. This form can be automatically mailed to the participant. The Unit Transfer Request also serves 24

25 Lease-Up List as a Portability Request Form. Review all completed Unit Transfer Requests received to determine whether or not the family is eligible to move. Deny Move Once a Unit Transfer Request form has been received, you should review the information provided to determine if they are eligible to move. If they are not eligible, use the Deny Move button (Move Actions dropdown) to create a Move Denial letter explaining the reason the participant cannot move at this time. This will update the status to Move Request Denied and the item will be complete. Issue Voucher When the participant is ready to receive the move packet, use the Issue Voucher button (Voucher Actions dropdown). This will create the two copies of the voucher. You should set the Voucher Issue Date as the day the briefing will be held. This will set the status to Voucher Issued. You must get the voucher signed by your supervisor and give the participant the appropriate move packet. Issue Port Voucher If a participant has requested to port out of the CVR New York jurisdiction, you will need to create the Port Out Packet. Use the Issue Port Out Voucher button (Voucher Actions dropdown) to enter the voucher issue date, expiration date, and voucher size. This will create the vouchers so that you can print them and attach the necessary documents. You must provide the following documents to the Receiving PHA: A copy of the voucher Copies of identification documents Most recent (SSN card, birth certificate, and EIV report and all other income verifications photo IDs) Issuing the voucher will set the transfer type to Port Out and create a new item in the Port Out Tracker list. Acknowledgement to Vacate Use the Acknowledgement to Vacate button to send the Acknowledgement to Vacate letter to the current landlord once the move request is approved and the voucher is issued to the participant. Extensions (Requesting, Granting, Denying) The extension request form is given to the participant in the Move Packet. In order to request one, they must show they have made a good faith effort in their unit search. Once an extension request is received it should be reviewed. To deny the extension, use the Deny Extension button (Voucher Actions dropdown) to create a letter to the participant informing them of the denial and reminding them of the voucher expiration date. To approve the extension, use the Issue Extension button (Voucher Actions dropdown) to extend the voucher and send the voucher approval letter with copies of the extended voucher to the participant. This will update the status to Extension Granted and save the extension date. 25

26 Lease-Up List Voucher Expired If the family fails to submit a completed Request for Tenancy Approval packet that passes rent reasonableness and/or a Housing Quality Standards inspection prior to the voucher expiration, the voucher is expired and the tenant is considered terminated from the HCV program. Before the voucher expiration date, use the Use Voucher Expiration Pending button (Voucher Actions dropdown) to remind the participant that their voucher is in danger of expiring. Once the final date has passed, use the Voucher Expired button (Voucher Actions dropdown) to send a notification to the tenant. The family is not eligible for a hearing or informal review. The termination must be processed in SharePoint. Request Landlord Documents If an RFTA packet is received, review the packet to ensure the landlord has provided all documentation needed. If the RFTA packet is incomplete, use the Request Landlord Document button (Unit Actions dropdown) to create a letter to the potential landlord. This can be automatically mailed and has a number of blank attachments available. This will update the status to RFTA Incomplete and save the date documents were requested in Owner Doc Request Date. Reject/Cancel RFTA If for any reason you need to reject or cancel a submitted RFTA packet, use the Reject Cancel RFTA button (Unit Actions dropdown) to generate a notice to the landlord and the participant. You can select the reason for the rejection or cancellation for each letter and add notes if necessary. The participant will be provided with a new RFTA packet and the Move Status will be updated to either Voucher Issued or Extension Granted, depending on whether the participant previously received an extension. The participant will need to search for a new unit. Approve RFTA Once the RFTA has been reviewed and is complete, use the Approve RFTA (Unit Actions dropdown) button to notify your supervisor that they should review the RFTA. You will be asked to fill in the Unit and New Landlord details and to upload the RFTA and supporting documents to SharePoint. Request Inspection Supervisor Access Only Once the supervisor has approved the Request for Tenancy Approval packet, the new unit will need to be inspected to ensure it passes HQS Standards. Use the Request Inspection button (Unit Actions dropdown). The Move Status will update to Inspection Requested and a request will appear in the Inspections Management System for the inspection team to schedule. The Community Relations Manager will also be notified. The Lease-Up status will be automatically updated as the inspection is scheduled and completed. You can view the inspection record by going to the IMS link provided at the bottom of the leasing item. New Owner Supervisor Access Only 26

27 Lease-Up List If the new landlord is new to the CVR New York program, use this button to create an item on the Owner Changes list in order to request all of the required documentation. Ready for Contract Once the inspection is complete, a member of the inspections team will update the record with the Utility Allowance and approved contract rent and attach supporting documents. They will use the Ready for Contract button (Unit Actions dropdown) to indicate that the inspection process is complete and you should create the HAP Contract. Termination of Prior HAP The Final HAP Contract Termination letter should be sent to the prior landlord once the inspection has passed. This letter should be generated before you update the owner information in SHCVS. HAP Contract Once the initial inspection has passed, the owner will need to sign and return the HAP Contract and completed lease before payments can begin. Use the HAP Contract button (Unit Actions dropdown) to create the HAP Contract and notice to the participant. You will need to enter the payment proportions manually. This will update the status to Contract Sent to Owner and save the HAP Contract sent date. HAP Contract Followup If the HAP Contract is not returned in a timely manner, the lease-up is in danger of being cancelled. Before 60 days have passed since the HAP Contract was sent out, use the HAP Contract Followup button to send a reminder to the landlord. Attach the previously created HAP Contract. Initial HAP Determination Letters (Requesting, Approving, Rejecting, Resetting) Once the signed HAP Contract has been returned by the landlord it must be executed by CVR New York. A copy of the executed HAP Contract must be sent to the landlord. The move must be processed in SHCVS to ensure payments are released. Upon completion of the move request HAP Determination letters to send to the participant and landlord using the Request Initial HAP Letter button. Once the letters have been requested, you should see them the next day in the RALs Ready column of the Pending Work Tool. Review the letters for accuracy and approve or reject them accordingly. Once you approve the HAP Determination Letters, the Move Status will update to Move Complete and the case will be removed from your Pending view. If you need more information on the HAP Determination Letters process, please review the Rent Adjustment Letter section. Cancel Move 27

28 Lease-Up List If the participant requests to cancel the move use the Cancel Move button (Status Update dropdown) to create a Move Cancellation notice to the participant and landlord. This will update the status to Move Cancelled and remove the item from your Pending view. 28

29 Termination List Termination List Introduction Note This job aid will walk you through the general steps of a termination in SharePoint and the documents associated with that transaction. The buttons on the Termination list are only accessible to supervisors. Termination Process 1. Termination of assistance is initiated by Housing Authority, Family, or Owner. Caseworker may recommend the family for termination from the ReExams or Interims list or via the Send to Termination button on the SHCVS Search Tool. 2. Fraud/Hearing Presenter creates the Intent to Terminate letter. 3. If a hearing is requested, a hearing is scheduled. 4. Once the hearing request deadline has passed, Fraud/Hearing Presenter creates the Final Termination notice. 5. Once the deadline for the termination effective date is passed, the termination is processed in SHCVS and the case is marked termination complete in SharePoint. 6. If the termination should be rescinded, the caseworker is notified. Start Termination Process Termination can begin from a number of places in SharePoint: 1. Termination was started via the ReExam or Interims list. 2. Termination was recommended due to HQS non-compliance during the inspections process. These cases are automatically added to the termination list with a status of ITT Needed? and you can view the related IMS item using the link in the IMS Link field. 3. A Termination item was added using the SHCVS Search tool on the homepage. 4. A Termination item was added using the Add Item button on the termination list. Send Intent to Terminate (ITT) Upon making a decision to terminate assistance, the Housing Authority must give both the owner and the family written notice of termination stating the reason for the termination as well as the effective date of the termination. This date should be at least 30 calendar days following the date of the termination notice. The effective date for a termination should be the last day of a calendar month. You can generate the intent to terminate letter using the ITT Button under the Termination List. This button creates a notice to the family and owner. The family s letter will reflect the proposed termination effective date, family violations, the family s right to a hearing and the date by which a hearing must be requested. The Information Hearing Request form and required VAWA notice are attached. The owner s letter will include the termination effective date and that they will receive a second notice when the termination is official. This action will update the date the ITT was sent, the deadline to request hearing, proposed termination effective date and will update the hearing status to ITT Sent. 29

30 Termination List You will need to review both letters prior to approving them. These letters can be mailed automatically but should also be sent via certified mail. Hearings Each family issued an Intent to Terminate is eligible for a Hearing/Informal Review. The family should request a hearing using the Informal Hearing Request form. Hearings can be scheduled and rescheduled using the Schedule Hearing and Reschedule Hearing buttons. These will create a notice to the family and update the status and hearing date. Final Termination Letter If the family fails to request the hearing within the allotted timeframe or the termination decision is upheld as a result of the hearing, a Final Termination letter should be generated using the Final Termination Notice button. This letter includes the effective date of termination, and further notifies the tenant and landlord that the termination is final. This action will save the final termination effective date based on the information entered and updates the Hearing Status to Final Termination Letter Sent. Make sure to review both letters prior to approving them. These letters can be mailed automatically. Finish Termination Once a family s final termination been processed and finalized in SHCVS the ITT record will need to be closed out using the Termination Complete button. This action will update the Hearing Status to Termination Complete, update the complete date to the current date, and remove the item from your Pending ITT list. If the participant was sent to termination through the Re-Exam or Interim process, this button will also update the item on the corresponding list as well to mark it as End of Participation (EOP). Cancel Termination If for any reason the family s ITT should be cancelled prior to the Hearing/Informal Review the ITT record should be updated using the Cancel Termination button. This action will update the Hearing Status to ITT/Denial Rescinded, send a notification to the participant, and notify the caseworker if the item came from a ReExam or Interim. Voluntary Withdrawal The family may request that the CVR New York terminate housing assistance payments for the family at any time. The family should place their request in writing and specify the date they wish assistance to end. Use the Voluntary Withdrawal button to create the Voluntary Withdrawal letter for the family and the HAP Contract Final Termination Notice for the owner. You will need to update the item to Termination Complete in SharePoint once it has been completed in SHCVS. 30

31 Termination List Review both letters prior to approving them. Once approved the letters will be submitted to the mailhouse and cannot be retrieved. Zero HAP Letter Zero HAP items are generally added to the termination list via the Re-Exams list. Otherwise, they can be added using the Zero HAP button. This sends a notice to the family that their income has increased enough so that they are paying the entire contract rent. Once the proposed termination effective date is within 50 days, this will appear on the Attention Required view and you should review the case to determine if the HAP payment has remained $0. If so, create an ITT letter for the participant and family and start the official termination process. 31

32 Waiting List Eligibility Introduction Note The Eligibility List is used when determining the eligibility of families pulled from the HCV, PBV or NHTD waiting list. All documents for the eligibility process can be generated through the eligibility list. Details View To generate eligibility letters or edit any of the details within a record, you must enter into the details of the record by clicking on View. Adding Eligibility Items New applicants pulled from the HCV waiting list are added to the SharePoint Waiting List through an upload process by a supervisor. Eligibility Process 1. Applicants are pulled from the waiting list and added to the Eligibility list through batch upload. 2. Prequalification packets are sent out to all applicants. 3. If the applicant fails to return the first packet, a second packet is sent out. 4. Once the applicant returns the packet, it is reviewed for completion. 5. If additional documents or verifications are needed, an additional document request is sent to the applicant. Third Party Verifications are also available. 6. Once authorization forms are signed, run the background and EIV checks and update SharePoint accordingly. 7. Once all documentation is present, the full case is reviewed and eligibility is determined. 8. If the applicant is not eligible an applicant denial letter is sent. 9. For HCV participants, if the applicant is eligible and added to SHCVS, a briefing appointment letter is sent. If the applicant fails to attend the first briefing a 2 nd briefing letter is sent. 10. If the applicant fails provide full documentation, or attend 2 scheduled appointments, an applicant denial letter is sent. 11. At the briefing, the applicant is given the voucher and Leaseup packet appropriate to their county. 12. For PBV applicants, once determined eligible their case is sent to the PBV site and a notice is sent to the participant. Prequalification Packets Prequalification packets can be generated in batches or individually. They should be generated for all applicants pulled from the waiting list. These packets can be automatically mailed and will save the due date. Additional Document Request If more information is required from the applicant, use the Request Docs button to request verification documents or forms. You can choose from a number of categories that are often requested, add notes, and attach blank forms or upload documents you have saved to your 32

33 Waiting List computer (for example, if only one family member has failed to sign a form). This document can be automatically mailed and will set the Eligibility status to Additional Documents Requested. Third-Party Verifications If information is provided that needs additional verification from an outside source (disability, student status, foster care), there are a number of Third-Party Verification forms under the dropdown Verification Letters. Choose the correct form and enter the name and mailing address of the Third-Party verifier (be sure to format it correctly in lines, this will be the address on the letter). When sending third-party verification letters you will need to use the Upload forms to attach feature to attach a signed consent form that you have saved to your desktop. These forms can be sent to the mailhouse automatically. Applicant Denial If the applicant does not respond to the call-in packets or briefing appointments, fails to provide requested documentation, is not income-eligible, or is ineligible for another reason, use the Deny button (Status Update dropdown) to create the denial letter to the applicant. This letter includes the reason the applicant has been denied, the informal review request form and the requested VAWA notice and will be automatically mailed. This will update eligibility status to Denied and complete the item. Briefing Appointment Once applicants have been approved, use the Approve button (Status Update dropdown) to send them notice of a briefing appointment. You will need to enter the briefing date and time. This letter may be automatically mailed and will update the status to Briefing Scheduled. The briefing appointment will be added to the Reception Tool. Issue Voucher When a briefing has been scheduled, use the Issue Voucher button to create the voucher to give to the participant at the briefing. The voucher issued date should be the day of the briefing and the expiration date should be calculated based on that date. The voucher must be signed by a supervisor. This button will also move the applicant to the Leasing list to finish the process. 33

34 Port Out Tracker & Port In Letters Port Out Tracking List Introduction Note Port Out items are created from the Leasing list. When a portability request is received from a participant, the caseworker must determine if the family is eligible to port. If so, the family must be issued a voucher as discussed in the Leasing List section. Remember you must print and provide the following documents to the Portability Officer once the portability request has been processed under the leasing list: A copy of the voucher Copies of identification documents Most recent (SSN card, birth certificate, and EIV report and all other income verifications photo IDs) The Port Out Tracker list will be monitored by the Portability Officer. Port Request Notice The Portability Officer should use the Port Request Notice button to send an initial introduction notice to the Receiving PHA (RPHA) regarding the family and request relevant information such as PHA code, payment standards, contact information, and whether the Receiving PHA will absorb or administer the family. Port Doc Submittal Once a response to the initial introduction notice is received from the RPHA, use the Port Doc Submittal button to create a cover letter for the portability packet which must include the items listed in the introduction note. This letter must be attached to the required portability documents and thus is not automatically mailed. The completed portability packet should be submitted via mail, , or fax based upon the RPHA instructions. Port Out Followup The RPHA must return the with billing or absorption details by the billing deadline. A reminder notice can be generated using the Port Out Followup button to advise the RPHA that the billing deadline is approaching and failure to submit billing documents timely will require that they absorb the family. This can be automatically mailed. Finalizing the Port Out When the RPHA returns the 52665, you will update the Port Out Tracker based upon the action taken by the RPHA using the Port Out Complete dropdown. If the Port is being administered by the RPHA, choose Administered and enter the Effective Date. The Effective Date must match the Lease-Up Effective Date listed on the You will also need to enter the Next Annual Due date for continued monitoring. If the Port is being absorbed choose Absorbed and enter the Effective Date which will be the date listed on the No further follow up is needed for the family. The file for the family may be prepped for storage. 34

35 Port Out Tracker & Port In Letters Keep in mind that the family may be Absorbed by the RPHA at any time. If the RPHA sends notice that a previously Administered family has been Absorbed update the Port Out Status to Absorbed. Late Initial Billing Notice If the RPHA fails to submit the within the required time frame the Late Initial Billing Notice should be generated. This letter notifies the RPHA that they have failed to supply the in accordance with HUD Regulations and are now required to absorb the participant. This can be automatically mailed. Port Out Recertifications If a port out is being administered, the RPHA should provide you with updated 52665s at least at every recertification period. If they fail to do so, three reminder notices can be found under the Recertification dropdown. These letters can be automatically mailed. Once the Recertification is received from the RPHA and processed you will need to update the Next Annual Due date for continued monitoring Port In Buttons on the Leasing List Introduction Note Port in cases are monitored through the Leasing list. Once the family record is added to SHCVS, it should be added to the Leasing list using the SHCVS Quick Add tool button Add to Leasing or by using the Add Item button in the Leasing list. These cases should be marked as Port In for the Transfer Type. All of the standard leasing buttons can be used for the Port In participant, including the Issue Voucher button. There is a Portability dropdown for the additional port in follow-up letters described below. Port In Acknowledgement Letter When a port in request is received, the Housing Specialist should use the Port In Acknowledgement button to mail a notice to the RPHA acknowledging the receipt of the Portability packet as well as whether CVR New York will administer or absorb. Briefing Appointment Letter When a port in request is received, the Housing Specialist should use the Schedule Port Briefing button to mail a notice to the participant notifying them of their appointment for a briefing and to receive their voucher. This button will update the status to Briefing Scheduled and can be mailed automatically 35

36 Generate Forms Rent Increase Introduction Note The Rent Increase list is available to monitor rent increase requests received from the Owner. This list will allow you to quickly approve or deny rental increase as they are received. Rent Increase Denial An Owner may request a rental increase at any time. However, rent increase requests are not automatically approved. Requests may be denied for many reasons including but not limited to: Owner has requested a rent increase within the initial lease term Request was deemed unreasonable based on comparable units in the area and the Owner is unwilling to negotiate a lower rent Request was not received within the required timeframe Use the Deny Rent Increase Button to generate a Rent Increase Denial Letter to the Owner and Tenant. This action will set the Rent Increase Request Status as Request Denied and set the Complete Date to the current date. This document can be automatically mailed. Request Approved Use the Approve Rent Increase Button to Generate a Rent Increase Approval Letter, Set the Complete Date to the current date, and set the Rent Increase Request Status as Request Approved. Enter the approved Contract Rent Amount. This document can be automatically mailed. These items will be added to the Approved list for review and distribution to the ReExam and Interims team. Process with Annual For cases when the effective date of the rent increase coincides with the effective date of an upcoming annual recertification. In these cases choose the Process with Annual Button to indicate that an interim revision will not be completed when closing out the rent increase record. This action will mark the Rent Increase Status as Process with Annual. You should then find the correct ReExam and use the Rent Increase button to add the relevant details and send a notification to the caseworker. Process as Interim For cases when the effective date of the rent increase does not coincide with an annual reexamination, use the Process as Interim button to create a new Interim item in order for a caseworker to process the change in SHCVS and create the Rent Adjustment Letters. 36

37 37 Generate Forms

38 Generate Forms Generate Forms List This list will allow for generation of those forms and letters not created within a specific workflow. Adding Generate Forms Items Participants are added to the Generate Forms list using the SHCVS Search Tool or by using the Add Item button in the Generate Forms list. Interim Request Participants who have had or are requesting a change in circumstance or income must submit an Income Change Request Form for the interim to be processed. This button creates the packet with instructions to automatically mail to the family. Unit Transfer Request Participants who are requesting a unit transfer must submit a Unit Transfer Request Form before starting the move process. This button creates the packet with instructions to automatically mail to the family. It also includes the Notice to Vacate with the landlord s consent attachment. Family Verification You can generate a Family Verification Letter to provide to the participant or other agencies with this button. If you choose automatically mail, this letter will be sent to the participant. Notice of Infraction In some instances you will receive notice from an outside source that the family is in violation a term of their agreement, such as the lease agreement; however, no formal proceedings have yet begun. In this case use the Notice of Infraction button to create a letter to the participant. This letter notifies the family that the Housing Authority has been notified of their infractions and encourages them to remedy the situation without further involvement from the Housing Authority. There are no further changes to the participant s case at this time. This letter can also be used when a family has been abusive to staff but does not yet warrant a full termination. Change of Ownership If a unit changes ownership, the new owner must submit a Change of Ownership form and required documentation. This button creates that packet to automatically mail to the new owner. Rent or Utility Change Request If a landlord wishes to change the rent of utility responsibility, they must submit a Rent Increase Request Form. This button creates a packet with instruction to automatically mail to the landlord. Final HAP Contract Termination A HAP Contract automatically terminates when: The family moves from the unit 38

39 Generate Forms The PHA terminates program assistance for the family The owner or family terminates the lease The owner evicts the family 180 calendar days elapsed since the last housing assistance payment to the owner The owner has failed to make the necessary HQS repairs and the abatement period has expired The Final HAP Contract Termination letter is automatically included in circumstances where the participant is being terminated from the program (on the ITT list). However, if a separate letter is needed for the landlord, use the Final Termination of HAP Contract button to create a letter informing the landlord when HAP payments will cease. Tenant Repayment Supervisor Access Only In cases where a tenant is required to repay funds due to an overpayment, you can find the Tenant Repayment Letter (Repayment dropdown) to send to the participant to determine if they will pay the fee, be terminated, or request a Repayment Agreement. Repayment Agreement Supervisor Access Only If a participant requests a Repayment Agreement, an appointment should be scheduled so that they can come in and sign it and you can create the document using the Repayment Agreement button (Repayment dropdown). This document cannot be automatically mailed; you must print out the SHCVS payment slip and include it. Repayment Agreement Denial Supervisor Access Only If the participant requests a repayment agreement but is not eligible, use the Repayment Agreement Denial (Repayment dropdown) to notify them and remind them of the due date to pay the debt. This document cannot be automatically mailed; you must print out the SHCVS payment slip and include it. Repayment Past Due Supervisor Access Only When a participant misses a single monthly payment they are in danger of violating the repayment agreement, and the caseworker should use the Repayment Past Due button (Repayment dropdown) to send a Repayment Past Due notice explaining that if they fail to pay their monthly amount, they will be proposed for termination from the program. This document cannot be automatically mailed; you must print out the SHCVS payment slip and include it. Mandatory Repayment Notice Supervisor Access Only When a participant misses their second monthly payment they are now required to pay the entire debt in full within the next month. Use the Mandatory Repayment Notice button (Repayment dropdown) to notify the participant of this. This document cannot be automatically mailed; you must print out the SHCVS payment slip and include it. 39

40 Generate Forms Repayment Paid in Full Supervisor Access Only When a participant has made all of their scheduled payments and their debt has been paid, use the Paid in Full button to send a notice to the participant confirming that their debt has been paid and they no longer have to make repayments. This will update the status to Paid Off. 40

41 Reception Tool Reception Tool The Reception Tool serves the following purposes: 1. Record all visitors who walk into the office. 2. Schedule appointments for participants 3. Notifies receptionist of any scheduled appointments. 4. Alerts caseworker that a scheduled appointment or a walk-in customer has arrived. 5. Generates a receipt for all customers. SHCVS Search All appointments and walk-ins pertaining to a current participant on the HCV program should be logged using the SHCVS search tool. This can be found on the SharePoint homepage, in the middle section called SHCVS Search. Fill in the log number or Head of Household name and click search. If the tenant knows their tenant ID number, enter that for the most accuracy. Please note that all cases are stored in SHCVS under the Head of Household s name. This may be different than the name of the person walking in. If the person is the landlord or other individual discussing the participant s voucher, this should be logged under the voucher holder s head of household. The SHCVS search will pull up possible matches for the information you entered. If you cannot see the Tenant Name column, scroll to the right. Automatic Appointments If an appointment was made using another list (ReExam, Eligibility, Leasing), the appointment will automatically pull into the Reception Tool list overnight. If you need to reschedule one of these appointments, use the Reschedule button to create an rescheduled appointment notice and then update the appointment date in the original list as well. Register Walk-In All people entering the office without an appointment should be logged as walk-ins. Once you have found them using SHCVS search, click Register Walk-In. A box will appear with the tenant information already populated. You will need to fill in other fields with additional information. If the walk-in is not a current participant on any CVR New York program or a landlord participating in this program, you cannot register them using this feature. Use the Register Walk-In feature on the Reception Tool page. If the assigned caseworker can meet with the participant, assign the walk-in to them. If not, assign it to the supervisor on duty or whomever will be meeting with walk-ins. Choose the reason for visiting the office and any documents they are submitting. If a property owner is visiting the office, search for them under the participant s information and then change the Participant or Owner field to Owner. The option Other is also available for individuals coming to discuss a participant s case who are not in the household. If the person in the office 41

42 Reception Tool was not the head of household or there are any other notes, details about who was there and why. Once all information is correct, click Check-In. This will bring you to the new item made for this participant. In the attachments, you will see the Office Visit Summary Receipt. Print this and give it to the participant. It is a receipt that they visited the office and dropped off any documents. The caseworker will be notified by that the participant is waiting for them. Document Drop Off and Pick Up If the reason for a Walk-In is to drop off or pick up documents, the system will not automatically notify the caseworker. Document Drop Off will automatically mark the session as Closed because no more action is needed. Scheduling Appointments Creating an appointment works similarly to the Register Walk-In process. On the SharePoint homepage, use the middle section called SHCVS Search. Once you have located the correct tenant and confirmed the Tenant ID and Tenant Name with the participant, click Add Appointment. A box will appear with participant information pre-populated. Choose the reason for the appointment, the date and time of the appointment, the tenant s , and any additional notes that need to be added to the letter. Click Save to confirm the appointment. Once the appointment is saved, an will be sent to the assigned case worker. The will include an outlook appointment Clicking Save will bring you to the new appointment item for this participant. The appointment letter will be mailed to the participant automatically the next day. If an address was input, an notification will also be sent to the participant. When the date of the appointment arrives, the appointment will be available for check-in through the Reception Tool. If the appointment is not for a current participant of the CVR programs or a landlord participating in this program, you cannot create an appointment using this feature. Use the Add Appointment feature on the Reception Tool page. Register a Walk-In or Add an Appointment (Reception Tool List) On the main reception tool page, you can register a walk-in or add an appointment without searching SHCVS. To do this, you will have to input all of the participant information. For best results, we recommend using the SHCVS Search Tool mentioned above on the home page of SharePoint. That feature will pull the data automatically from SHCVS for all current participants in the HCV program. The features on the Reception Tool page work best for individuals from the waiting list, portability, and other situations. 42

43 Reception Tool To register a walk-in or add an appointment directly in the reception tool click Register Walk-In or Add Appointment at the top-left. A box will appear where you can fill in all of the participant information. You may not have a tenant ID number available for these individuals. Please use the following system to create a unique identifier for them in the Reception Tool. Reason Last 4 Numbers of SSN Initials Use the letter P for portability, W for waiting list, and O for any other cases. If John Jacob Smith came in to discuss portability and the last four digits of his Social Security Number are 1234, his code would be the following P-1234-JJS. Once all information is filled in, click Check-In or Save as applicable to complete the process. Reschedule an Appointment In order to reschedule an existing appointment in the Reception Tool list, click Reschedule. A box will appear where you can input the new date and time and the reason for the reschedule. A new appointment letter will automatically be mailed the next day. Cancel an Appointment In order to cancel an existing appointment, click Cancel on the participant item. This will close the appointment item. Participant Check In When someone with an appointment arrives, they should be checked in through SharePoint. Look at Todays Appointments and find their name or the name of the head of household associated with them. Go to the details of that item and click Check In. With each check-in, a customer receipt is generated. This should be printed and given to the visitor. An alert will be sent to the caseworker via , and if no response is received, by phone. Acknowledge Check-In When the check-in is completed, the assigned caseworker will receive an telling them their appointment has arrived. Click on the link in the to go to the item in SharePoint and then click Check In Alert Received to acknowledge the customer. If the walk-in is not acknowledged within 5 minutes, the system will automatically call the assigned caseworker s desk and their supervisor. Once the customer has been seen by the caseworker, the caseworker should enter any notes describing why the appointment took place and Close the appointment. 43

44 Resources Training and Advisories This tab in SharePoint contains all approved and updated forms and letters, administrative notices and advisories, and training materials. In the case that you need to heavily edit a letter normally generated through SharePoint, you can download and complete the necessary information manually. Click on and the letter will open once you enter your SharePoint login information. 44

45 Letter Batches Letter Batches The letter batches list collects all documents marked to be mailed through the mailhouse and places them into batches by the number of pages. In addition, when documents are generated using the Batch Action function, they must be approved in this list before they are sent to the mailhouse. Batch Actions Many documents can be created in batch actions call-in letters, briefing letters, annual recertification appointment letters, etc. When these are created, they are collected in the Letter Batches list to be approved instead of approving each letter individually. When a batch action is created, you should open it in Letter Batches and review the letters before approving it to go the mailhouse. 45