The Trainer

HANDLING RESIDENT GRIEVANCES; PASSING REAC INSPECTIONS OF UNIT KITCHENS

In this month's feature, we discussed what you need to know about handling resident grievances. We pointed out that if a resident thinks that his or her grievance has not been properly acknowledged or is not being handled expeditiously, a request can morph into a formal complaint. Most often, we noted, the type of resident grievances that escalate into formal complaints against site managers arise from requests for reasonable accommodations or maintenance that have been ignored or overlooked. However, there are other complaints that you should stay on top of, including those related to eviction proceedings and tenant-to-tenant disputes that are not being handled effectively by site staff.

In our article on kitchen maintenance, we told you about what REAC inspectors are looking for when they inspect unit kitchens. We noted that inspectors usually check for a variety of problems, from missing or damaged countertops to leaking faucets. While you may not always be aware of the types of deficiencies that can cause problems, you can easily become familiar with the items inspectors check, and therefore, avoid a poor report.

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

You should make sure that your grievance procedure is well documented and easily accessible to all your staff. True or false?

1. True.

2. False.

QUESTION #2

Regarding handling grievance procedures, the HUD Handbook recommends that site managers promote communication with residents, increase resident access to management, ensure proper consideration and acknowledgment of resident input, and:

1. Set up a mock court for handling resident grievances.

2. Notify other residents about grievances being handled.

3. Follow up promptly and appropriately.

QUESTION #3

You should train your staff to engage in active listening techniques because:

1. Staff should not be too aggressive in dealing with residents.

2. Staff will be able to resolve complaints more expeditiously.

3. Staff who talk too much are disliked by residents.

QUESTION #4

Your formal policy should include an open-ended time frame for investigating a resident's complaint. True or false?

1. True.

2. False.

QUESTION #5

REAC inspectors look for these kitchen problems at the stove: an inoperable vent fan; a missing or damaged vent fan filter; and a damaged oven gasket. True or false?

1. True.

2. False.

QUESTION #6

It's a good idea to do your own kitchen inspection:

1. One year before the REAC inspection.

2. At least one month before the REAC inspection.

3. After the REAC inspection.

QUESTION #7

REAC inspectors will take additional points off your kitchen inspection for:

1. An expired fire extinguisher.

2. Lack of WiFi.

3. Moldy bread.

QUESTION #8

Insects and rodents found in the kitchen are not considered life-threatening. True or false?

1. True.

2. False.