The Trainer

June 20, 2010

Conducting Orientation Briefings for New Residents

In this month's feature, we discussed what you need to know about complying with HUD guidelines on new resident orientation. In general, you should take steps to make sure that your new residents understand their responsibilities as detailed in their lease as well as any applicable house rules. While this is not a HUD requirement, it is a good practice to do so. Holding a meeting before an approved applicant moves in helps you ensure that the new resident truly understands the terms of the lease.

Conducting Orientation Briefings for New Residents

In this month's feature, we discussed what you need to know about complying with HUD guidelines on new resident orientation. In general, you should take steps to make sure that your new residents understand their responsibilities as detailed in their lease as well as any applicable house rules. While this is not a HUD requirement, it is a good practice to do so. Holding a meeting before an approved applicant moves in helps you ensure that the new resident truly understands the terms of the lease. Just as helpful, it gives you the opportunity to provide important information on a host of issues, including resident rights, lead-based paint disclosure, house rules, and conditions for termination of assistance and tenancy.

In a related article, we explained how to use an orientation letter to get off on the right foot with new residents. HUD advises you to provide information in written form, such as a packet of information. You should provide this material in addition to an orientation briefing where you review important topics with new residents. According to HUD, the written material must be clear, perhaps with visual aids, and you may need to provide the information in languages other than English. A letter, delivered after the pre-lease-signing orientation, should highlight the main points of the resident's responsibilities under the lease and house rules, and set a positive tone for the start of the tenancy.

 

TRAINER'S QUIZ

INSTRUCTIONS: Each of the questions below has only one correct answer. On a separate sheet of paper, write down the number of each question, followed by the answer you have chosen—for example, (1) b, (2) a, and so on. The correct answers (with explanations) follow the quiz. Good luck!

QUESTION #1

The best time to conduct a new resident orientation briefing is:

  1. One week after lease signing.

  2. Two weeks after lease signing.

  3. Before lease signing.

QUESTION #2

To help new residents feel welcome, you should share information that acquaints them with their new neighborhood, beyond the site itself. True or false?

  1. True.

  2. False.

QUESTION #3

When discussing the lease with your new resident, you should remind him that his rent could increase if he fails to comply with:

  1. Local pet control codes.

  2. The Internal Revenue Code.

  3. Necessary recertification steps.

QUESTION #4

Fill in the blank: In general, at a follow-up orientation briefing after move-in, you should review with new residents the operating instructions for ______________ in the unit.

  1. appliances

  2. cell phones and smart phones

  3. maintenance staff equipment

QUESTION #5

In general, your orientation letter to a new resident should be:

  1. All business.

  2. Very chatty.

  3. Personal.

QUESTION #6

Don't try to cover everything in the lease and house rules in your orientation letter to new residents. True or false?

  1. True.

  2. False.

QUESTION #7

The orientation letter should address the new resident's:

  1. Hidden physical disabilities.

  2. Interim recertification responsibilities.

  3. Options for religious worship in the community.

QUESTION #8

It's a good idea to let residents know you have an open-door policy when it comes to dealing with maintenance, security, or other site-related problems. True or false?

  1. True.

  2. False.

Click To Show/Hide The Quiz Answers

 

ANSWERS & EXPLANATIONS

 

QUESTION #1

Correct answer: c

HUD advises you to conduct the briefing before the approved applicant signs the lease to make sure that he has a good understanding of his obligations and responsibilities prior to move-in.

QUESTION #2

Correct answer: a

You can provide all kinds of information about the neighborhood, including the location of nearby shopping; schools; churches, synagogues, and other places of worship; as well as parks, YMCAs and YWCAs, and other recreational facilities.

QUESTION #3

Correct answer: c

The recertification process can trigger rent increases. In addition, when discussing the lease with new residents, you should remind them of the rent due date and any applicable grace period.

QUESTION #4

Correct answer: a

You should take the time, after the new resident has moved in, to review operating instructions for the appliances in the unit. It's also a good idea to remind new residents of the types of appliances that are not permitted to be brought into the units. At this time, you may also want to encourage the new residents to get involved in energy conservation measures at your site.

QUESTION #5

Correct answer: c

From the way the envelope is addressed to the greeting of the letter, you need to make it personal. Of course, form letters can be used for other kinds of communication, but shouldn't be used for one of the first communications with a new resident. Be sure to keep a copy of the letter in your files.

QUESTION #6

Correct answer: a

The aim of the orientation letter is not to cover the waterfront of issues that the resident will be interested in. Instead, the letter should highlight key responsibilities in the lease and house rules. You don't want residents to perceive it as a substitute for these documents or give the impression that they don't need to read these documents because they've got the orientation letter.

QUESTION #7

Correct answer: b

You should request that new residents notify you about changes in their household circumstances that might trigger interim recertification. You can't cover everything, but you need to highlight important changes.

QUESTION #8

Correct answer: a

It is good policy to encourage new households to come to you with any problems that they have as residents. You may want to mention specific problems that commonly arise for new residents at your site.

See The Lesson For This Quiz

Follow HUD Guidelines for New Resident Orientation
Give New Residents Orientation Letter to Get Off on Right Foot

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