Martin O'Malley GOVERNOR Anthony G. Brown LT. GOVERNOR Raymond A. Skinner SECRETARY Clarence J. Snuggs DEPUTY SECRETARY

1. HOPE QUARTERLY MEETING February 27, 2013 • Martin O'Malley • GOVERNOR • Anthony G. Brown • LT. GOVERNOR • Raymond A. Skinner • SECRETARY • Clarence J. Snuggs • DEPUTY SECRETARY

2. Foreclosure Prevention Program Key Staff Reginald Stanfield Director, Community Programs stanfield@mdhousing.org 410-514-7209 Virginia Tepper Director, Data & Technology Resources tepper@mdhousing.org 410-514-7359

3. Foreclosure Prevention Team Karen Ashby Assistant Director, Community Programs ashby@mdhousing.org 410-514-7209 Claudia Wilson Randall Program Manager wilsonrandall@mdhousing.org 410-514-7234 Natasha Mehu Program Manager mehu@mdhousing.org 410-514-7124

4. Foreclosure Prevention Team Emilie Drasher HOTLINE, MONITORING Program Manager drasher@mdhousing.org 410-514-7221 Jeanne M. Mullen M&T / CDA Manager, Single Family Collections Phone (410) 514-7588 MullenJ@mdhousing.org Kelly Vaughn Director, Community Outreach OUTREACH/EVENTS Office of the Secretary 410-514-7404 vaughnK@mdhousing.org

5. Outline of Today’s Meeting • When can we expect our first payments for our new contract? • Expectations of HOPE Agencies • HOPE Reporting • Mediation Updates • Marketing & Outreach Updates • NFMC Program Updates

6. AG Settlement AG Monitor https://www.mortgageoversight.com/report-client-issues/?utm_source=offline&utm_medium=newsletter&utm_campaign=prof_outreach AG Settlement Information • http://www.nationalmortgagesettlement.com/ • http://www.mdhousing.org/Website/misc/SAGMortgageServicing.aspx • http://www.oag.state.md.us/mortgageSettlement/index.html • http://www.dllr.state.md.us/finance/consumers/robosigning.shtml

7. AG Settlement Funding $11.8 Million in Housing Counseling Funds • 46Housing Counseling applicants.  39were awarded funding including 5new organizations who were never funded before under the HOPE program. • 12Legal Services applicants.  9were awarded funding. 2 new organizations who were never funded before. (This grant review process was completed by OAG) • 5 Support organization applicants.  Their funding has not yet been released.

8. AG Settlement Funding Baltimore Metro - $3,774,825 Eastern Shore - $635,000 Washington Metro – $5,389,020 Western Maryland – $838,846 Statewide (Multiple) - $1,180,500

9. AG Settlement Funding Priorities • Organizations with experience and expertise serving Maryland citizens impacted by foreclosure. • Organizations with demonstrated ability to serve highly impacted parts of the state. HUD certified agencies. • Organizations meeting the Standards for Default and Delinquency Counseling.

10. AG Settlement Funding Priorities • This is the first time, DHCD funded assistance for Tenants impacted by foreclosure. • DHCD, DLLR and OAG were part of the decision making for all awards.

11. AG Settlement Funding – Investment • Calls from Homeowners (28,000) • Intakes – Level 1 Counseling (19,500) • Solutions Submitted - Level 2 (13,700) • Mediation Preparation (3200) • Event Coverage (50) • Tenant Counseling(500) 25 New Counselors /30 Intake Specialists

12. Standards for HOPE Agencies • The Department has never fully outlined a standard of service that they wanted organizations to meet... • Until now.. Housing Counseling Standards • Regular Business Hours – 3 days a week • At minimum, 1 FT Counselor • Non-profit House in Order – Unrelated board members, audit, conflicts, etc.

13. Draft Standards - HOPE Counselors • Each Counselor should serve an average of 150 new households/default per year. (Intakes – Level 1) • Each Counselor should serve an average 100 existing households per year. ( Level 2) • Proper record keeping, oversight, supervision, conflicts, etc. • Discussion – To be continued.

14. Expectations, Service Delivery

15. HOPE Intake Trends

16. HOPEHotline

17. HOPE Hotline Trends

18. Questions and Concerns Re: Hotline Emilie Drasher Program Manager 410-514-7221 The hotline is our vendor Please do not call the hotline and give directives. We cannot customize the hotline for you or your agency. We can take you off the list for a period of time.

19. HOPE Program Reporting

20. What reports are required? • Monthly Reports – 5th of the month • Wait Time Report - 5th and 20thmonth • Quarterly Report – 1/31, 4/30, 7/31 We are working to automate everything!

21. Monthly Reports • This report has recently been automated • New organizations will have an opportunity to go through report. • Changes to the report will be implemented for FY 14 – Beginning July 1. • Make sure that you have a plan in place for getting the report done if you are out of the office on the 5th of the month.

22. Wait Time – 5th and 20th • If a person were to call your agency today, how long would they have to wait for an appointment? Trends? Manage Hotline. • We distribute this report through Survey Monkey and Monthly HOPE Updates. Please be sure to give us the right contact for this report so we don’t have to chase you down. • Manage hotline and demand for services

23. Quarterly Reports • Review Questions • Coordinate with Finance Person • Active Cases Pending Outcomes • Stories that make sense • Budget • Questions

24. MHCF Quarterly Report • Success Stories • Provide Release – stories without attribution are ok. • Try to provide stories on mediation, HAMP, etc.

25. Maryland Foreclosure Mediation Program

26. Maryland Mediation • You must opt-in to mediation • Everyone is not entitled to mediation • Last step in process • Settlement does not mean the home was saved • Pre – File Mediation – DLLR

27. Important Messages re: Mediation • Discuss mediation at NOI stage • Remind Homeowner of 25 day clock • Encourage client to seek legal help EARLY • Request mediation even if homeowner has missed the deadline by a few days. • Review sustainable solutions.

28. Maryland Mediation Data

29. Maryland Mediation Data • January Mediation requests of 207 represent a 41% increase from December but only a 20% participation rate due to the sharp increase in Mediation Eligible OTD filings. • Spike in OTD filings • DHCD Outreach mailings: one to borrowers who have received an OTD with an FLMA or a later FLMA and one to borrowers who have received an OTD with a PLMA.

30. Maryland Mediation Data Remind homeowners to show up!!! A large percentage are opting in and not showing up. Please report instances of lawyers and banks telling homeowners not to show. Maintain 25-30% opt- in rate.

31. Questions ?

32. Finding New Ways to Reach Homeowners

33. Finding New Techniques • People Learn 10% of what we read20% of what we hear30% of what we see50% of what we see and hear70% of what we discuss80% of what we experience95% of what we teach others. William Glasser

34. Accelerated Learning Techniques • Ask questions. • What's in it for me? (WIFM) • Describe aloud in your own words. • Draw a picture and write in your own words • Teach someone else what you are learning • Test the knowledge • Involve other senses. • Move about. • Visualize the end result. • Peak state and Positive Mental Attitude

35. Accelerated Learning Techniques Multiple Intelligences Multiple Processing Think carefully about creating a positive atmosphere Using other senses - touch, smell, music Help people to see positive results (e.g. weight loss)

36. Pictures, songs, etc.

37. Techniques: Other Areas to Borrow From • Healthcare • Nutritionist • Educators • Social Workers • Bankruptcy Attorneys • Psychologists & Psychiatrists • Hypnotists & Magicians • Political Officials

38. Discussion and Comments

39. NFMC Updates

40. What’s New in the NFMC World? • We are 100 records away from finishing NFMC Round 6. Threshold Review • We have applied for NFMC 7. Announcement of funds – May 2013? • We plan to apply for new NFMC MHA Outreach Program funds which has been made available. We will know more by mid March.

41. Housing Counseling Files • Standard order of documents helps everyone, put client name or number on each sheet. • Include cheat sheet on front of file • Simple consistent way of record keeping • Electronic Notes • Records Retention Policy – Can’t just walk away from NFMC

42. NFMC Level 1 Counseling Defined Level 1 Counseling - All of these completed documents must be in client file: • Intake – DHCD Portal or CMS • Signed Authorization with NFMC language- NOT Counselor’s authorization • Budget • Action Plan – Sample on Counselor’s Portal • Check for Making Home Affordable. If no, note it, if yes, then application should be in file. • .

43. NFMC Level 2 Counseling Defined Level 2 Counseling - These completed documents must be in client file: • Signed Authorization with NFMC language, • Verified budget (income and debt,) • Documentation of Action Plan • Close-out documentation. (Proof of communication with lender, fax cover sheet. HLP is great for this.)

44. Please do after this meeting • Share information with counselors and key staff not present today. • Make links with Legal Service Providers • Prepare for NFMC threshold review • Make a plan for training and orientation for new staff • Review Compliance with Housing Counseling standards

45. Questions ?