Chapter 1: On-Site Management Office

NHE POLICY AND PROCEDURES MANUAL

TABLE OF CONTENTS

CHAPTER 1: ON-SITE MANAGEMENT OFFICE

Section 1:Office Appearance

Section 2:Office Hours

Section 3:Office Telephone Guidelines

Section 4:Posting Required Notices

Section 5:Property Office Filing System

Section 6:Retention of Records

Section 7:Crime Prevention Goals

Section 8:Petty Cash

Section 9:Computer Email and Voice Mail System

Section 10:Site Key Control

CHAPTER 2: CIVIL RIGHTS LAW

Section 1:Civil Rights Law

Section 2:Americans with Disabilities Act

Section 3:Fair Housing Overview

Section 4:Fair Housing Credibility

Section 5:Maintenance Code of Conduct

Section 6:Fair Housing Tips for Maintenance

Section 7:Fair Housing Act Design and Construction

Section 8:Section 504 Overview

Section 9:504 Transition Plan

Section10:Preparing for a Section 504 Review

Section 11:Uniform Federal Accessibility Standards (UFAS)

Section 12:Occupancy Policy

CHAPTER 3: REASONABLE ACCOMMODATIONS AND MODIFICATIONS

Section 1:Reasonable Accommodation and Modification Overview

Section 2:Reasonable Accommodation and Modification Policy

Section 3:Reasonable Accommodation Live-In Aide Policy

Section 4:Assigning Accessible Apartments Policy

CHAPTER 4: APPLICATION

Section 1:Introduction

Section 2:Resident Selection Plan

Section 3:Rental Applications

Section 4:Reviewing Rental Applications

Section 5:Program and Project Eligibility

Section 6:Verification

Section 7:Credit and Criminal Screening

Section 8:Approving and Denying Applicants

Section 9:Waiting List

CHAPTER 5: TENANT FILE MAINTENANCE

Section 1:Move In

Section 2:Recertification

Section 3:Correction to Certification

Section 4:Interim Re-Certification

Section 5:Unit Transfer

Section 6:Move Out

CHAPTER 6: NON-CITIZEN RULE

Section 1:Systematic Alien Verification for Entitlement (SAVE)

Section 2:Citizen and Non-Citizen Documentation Required

Section 3:Verification of Non-Citizen Documentation

CHAPTER 7: EIV

Section 1:EIV Abbreviations and Acronyms

Section 2:EIV Security Policy Overview

Section 3:EIV Certification and Recertification

Section 4:EIV Rules of Behavior Overview

Section 5:EIV Designated Coordinator

Section 6:EIV Safeguards

Section 7:EIV Applicant and Tenant Consent Policy

Section 8:EIV Reports Overview

Section 9:EIV Use of Reports

Section 10:EIV Required Reports Timing

Section 11:EIV Data Updates Schedules

Section 12:EIV Income – Income Summary Report

Section 13:EIV Income – Income Report

Section 14:EIV Income – No Income Report

Section 15:EIV Income – New Hires Report

Section 16:EIV Verification- Multiple Subsidy Report

Section 17:EIV Identity Verification-Failed EIV Pre-Screening Reports

Section 18:EIV Identity Verification- Failed EIV SSA Identity Reports

Section 19:EIV Verification- Deceased Tenant Report

Section 20:EIV Verification-Existing Tenant Report

Section 21:EIV Discrepancies-How EIV Calculates Income Discrepancies

Section 22:EIV Discrepancies-Income Discrepancies Report

Section 23:EIV Discrepancies-Resolving Discrepancies

Section 24:EIV Discrepancies-Tenants Obligation to Repay

Section 25:EIV Income Data Incorrect or not the Tenant’s

Section 26:EIV HUD and CA MOR Findings

Section 27:EIV Handling Identity Theft and Tenant Fraud

CHAPTER 8: UTILITIES ALLOWANCES

Section 1:Utility Allowance Policy

CHAPTER 9: Pets

Section 1:Pet Policy

CHAPTER 10: VIOLENCE AGAINST WOMENS ACT (VAWA)

Section 1:Violence Against Women Act

Section 2:Proactive Assistance for VAWA Victims

CHAPTER 11: VACANCY CLAIMS/SPECIAL CLAIMS

Section 1:Regular Special Claims/Vacancy Claims

Section 2:Damages Special Claims and Un-Paid Rent Claims

Section 3:Vacancy During Rent-Up Special Claims

CHAPTER 12: LEASE, EVICTIONS, GRIEVANCES

Section 1: Leases

Section 2: First Lease Term Chart

Section 3: Lease Violations and Eviction Procedures

Section 4: Abandonment Policy

Section 5:Extended Absence Policy

Section 6: Visitation Policy

Section 7:Grievance Policy

Section 8:Grievance Procedure

Section 9:Section 504 Grievance Policy

Section 10:Section 504 Grievance Procedure

CHAPTER 13: MAINTENANCE

Section 1:Inspections

Section 2:Preventative Maintenance

Section 3:Work Orders

Section 4:After Hours Emergencies

Section 5:Hazardous Materials

Section 6:Inventory

Section 7: Energy Conservation

Section 8:Pest Control

CHAPTER 15: PAYABLES

Section 1:Processing Payables

Section 2:Vendor Requirements

Section 3:Credit Account Policy

CHAPTER 16: RECEIVABLES

Section 1:Receivables

Section 2:Collection of Rent

Section 3:Collection of Security Deposit and Pet Deposit

Section 4:Collection of Damages and Other Charges

Section 5:Collection of Laundry and Vending Proceeds

Section 6:Bad Debt

Table of Contents, Index June 2017 Rev.

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