Cusomer Service
Yes or No-Can we directly ask the applicant if they have a disability?
No
Can someone apply for utilities alone? (not for rent)
No
What is the launch date for this program?
June 1, 2021
Give an example of personal information that we need to keep secure and private?
SSN, immigration status, medical status, etc.
In California, you can't legally buy a mousetrap without having a what?
When putting a caller on hold, what are good practices? (at least one answer)
Explain the reason, wait for a response, give a time frame, ask for a callback number, check back, thank them for holding.
Is an eviction notice something that applies to the program?
Yes, it's considered a demonstration of risk of experiencing homelessness
Define "rental arrears" and what is the period of time it covers?
Rent owed in the past up to 12 months
How many OTDA self-paced courses or modules were there?
4
What is the highest grossing film of all time?
Avengers: Endgame
What is an example of "Tune-Out" from an applicant?
Listener's purpose is different, under-stimulation, over-stimulation, pace and delivery, lack of skill
What is AMI and where can I find it?
Area Median Income-found on HUD website, HelpJuice, etc.
Who receives funding once an applicant has been approved?
Landlord or utility company
"Reasonable accommodation" apply to what applicants?
Applicants with a disability (and LEP)
What does HTTP stand for?
Hypertext Transfer Protocol
What is a "cold transfer"?
Forwarding on a call without notice or information from any parties involved on the call/transfer
What is the difference between an interpreter and a translator?
Interpreter is for spoken language, translator is for written
Does the program provide IDENTICAL opportunity for people with disabilities?
Not identical, but equal
What do you do if someone uses profanity or derogatory/racial terms while on the phone?
Warn them to control their language, remind them that the call is being recorded, disconnect if their language continues using termination script, alert your supervisor
How many people have walked on the moon?
12
What should you do if a caller is threatening suicide?
Keep the applicant on the phone, alert your supervisor/manager, provide NSPL, provide name/address/phone for 911
What is the AMI required to be eligible for ERAP? (looking for a %...)
80% or less
Give 3 examples of financial hardship
Unemployment benefits, lost income, reduction in income, increased expenses
Give an example of reasonable accommodations we will provide for people who have a disability
Language line, language form, Braille, etc.
What was Eleanor Roosevelt's maiden name?
Roosevelt! (she and FDR were distant cousins)