Santa Monica Santa Monica Housing Authority Housing Authority Code for America Community Fellowship June - November 2019
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TEAM TEAM ● Marie-Aimée Brajeux - Project Manager ● Maile Malin - UX Designer ● Barbara Collins - Supervisor 3
CONTEXT CONTEXT 4
Affordable Housing in Santa Monica Affordable Housing in Santa Monica Limited Resources and High Prices Limited Resources and High Prices Average Rent / mth Los Angeles $2,530 Long Beach $2,113 Pasadena $2,588 San Francisco $3,733 Santa Monica $3,851 5
Community Wellbeing and Housing in Santa Monica Community Wellbeing and Housing in Santa Monica The Wellbeing Index The Wellbeing Index ○ 26% worry about paying their rent or mortgage ○ 62% doubt their kids will be able to doubt their kids will be able to afford to live in SM in the future afford to live in SM ○ 40% of Latino residents and 37% of 90404 residents worry about paying worry about paying their rent or mortgage their rent or mortgage 6
Section 8 in Santa Monica Section 8 in Santa Monica The Application Process The Application Process Since January 2017 ▪ 19,000 19,000 pre-applications submitted ▪ 85% 85% never received any further communication because they were ineligible ▪ 70% 70% of the almost 3,000 full application packets sent by SMHA staff were never returned, the reasons why are unclear, ▪ 82% 82% of the processed full applications were ineligible ineligible Overall, more than 95% 95% ▪ of pre-applications were ineligible ineligible . 7
Based on these numbers, we decided to focus on the application process for section 8 as a whole, rather than simply as a means to an end - obtaining vouchers. We wanted to understand the experience of all understand the experience of all users users involved in the application process for section 8 in Santa Monica, not just those that obtained a voucher. 8
Community Engagement Community Engagement Our Approach in Numbers Our Approach in Numbers 100 100 community members reached and consulted Over 26 hours 26 hours of user interviews 4 presentations to local community groups 4 2 Staff workshops with over 20 20 attendees 3 product deliverables: 2 2 eligibility checkers (English and Spanish) 11 11 redrafted letters 1 website redesign 9
Community Engagement Community Engagement Santa Monica Residents and Program Participants Santa Monica Residents and Program Participants Section 8 - Housing Choice Voucher Program Preserving our Diversity Community Corporation Santa Monica 10 10
Community Engagement Community Engagement Local Community Groups Local Community Groups 11 11
RESEARCH RESEARCH 12 12
Santa Monica Housing Authority’s Goals Goals Santa Monica Housing Authority’s Improve section 8 Application Process Improve section 8 Application Process Increase Eligible Applications Increase Eligible Applications Reduce Application Processing Reduce Application Processing Enable more eligible, low- eligible, low Improve the department’s income individuals and income individuals and processing efficiency for the families living or working in families living or working in section 8 voucher program by Santa Monica Santa Monica to apply for and reducing the number of reducing the number of obtain housing assistance applications that are applications that are through the section 8 voucher automatically ineligible, automatically ineligible, or program. contain false information. 13 13
Community Goals Goals Community Improve S8 Application Process Improve S8 Application Process Get Better Information Get Better Information Reduce Stress and Anxiety Reduce Stress and Anxiety How can users in need of Looking for housing is already a housing assistance get clear clear stressful situation - can the and useful information about and useful information about search and application process search and application process the help available and how to the help available and how to be improved be improvedso it reduces reduces access it access it ? users’ stress and anxiety users’ stress and anxiety ? 14 14
PAIN POINTS PAIN POINTS What issues were found that increased the difficulty of achieving the goals? 15 15
SMHA PAIN POINTS SMHA PAIN POINTS Not Enough Resources Not Enough Resources Application verification = can’t be automated Manual correction of application errors S8 is only a fraction of the work 16 16
COMMUNITY PAIN POINTS COMMUNITY PAIN POINTS No idea, help, or hope No idea, help, or hope “What do you know about Affordable Housing?” “What do you know about Affordable Housing?” Community Corporation! (Non -profit developer) ▪ Isn’t it just “Section 8”? ▪ ? No information online - City website doesn’t help City website doesn’t help All knowledge is word-of word of-mouth mouth 17 17
“ [Searching for affordable housing information] was difficult, I couldn't find was difficult, I couldn't find anything so I gave up anything so I gave up . CCSM's website is horrible, doesn't give you any information and is nonsensical. 18 18
THE COMMUNITY SAID: THE COMMUNITY SAID: “Most of them don’t know what “Most of them don’t know what to do. They have different to do. They have different What was the experience like looking for What was the experience like looking for questions: what do I do? Where questions: what do I do? Where affordable housing? “ [It’s] frustrating affordable housing? “ [It’s] frustrating - do I go? Is there help out there? do I go? Is there help out there? never know what the steps are. It's hard to never know what the steps are. It's hard to All they know is from other All they know is from other get into housing. [It’s] given to people out of get into housing. [It’s] given to people out of friends and relatives who have friends and relatives who have the city." the city." also not received help.” also not received help.” “We are driven out of the neighborhood" by “We are driven out of the neighborhood" by the rising costs of housing. the rising costs of housing. Community Leader: “ Community Leader: “ People need to be educated… There’s a lot of things People need to be educated… There’s a lot of things people could learn, but they don’t know about it, unless I tell them, but I people could learn, but they don’t know about it, unless I tell them, but I can’t tell everyone. It’s just me!” can’t tell everyone. It’s just me!” 19
Survey Responses Survey Responses How Did You Learn What You Know About Affordable Housing? How Did You Learn What You Know About Affordable Housing? 20 20
Survey Responses Survey Responses Describe your search for affordable housing? Describe your search for affordable housing? I only know what people have told me 21 21
SOLUTIONS SOLUTIONS Deliverables ▪ Eligibility Checker ▪ Website ▪ Communication Tools 22 22
Improve Communication: City & Community Improve Communication: City & Community ▪ Education and Engagement ▪ Dispel word -of-mouth gossip ▪ Increase trust Let the community find answers they seek find answers they seek , so they mayget the help they need get the help they need 23 23
Deliverables Deliverables - A Range of Solutions A Range of Solutions Section 8 Eligibility Checker Section 8 Eligibility Checker Determines basic eligibility ▫ May filter Section 8 applicants ▫ ▫ Educates about Section 8 Improved Communication Tools Improved Communication Tools ▫ Website ▸ Simply Explain Programs & Services (Esp. Section 8) ▸ Make information more accessible ▫ Letters to applicants Social Media and Workshops Social Media and Workshops ▫ Announcements, educational info... not for marketing 24 24
Section 8 Eligibility Section 8 Eligibility CHECKER CHECKER • Education tool • “Clear & concise” • Filter waitlist applicants + decrease ineligible applications • Reduce collection of sensitive data from tens of thousands https://cityofsantamonica.wufoo.com/forms/section-8-eligibility-checker/ 25 25
IMPROVE ONLINE IMPROVE ONLINE CONTENT CONTENT • Sitemap update improves content discoverability • Make content about affordable housing programs easier to understand • Both allow people looking for help, find what they need • Updated content directs users to the eligibility checker 26 26
SOCIAL MEDIA SOCIAL MEDIA EDUCATIONAL TOOL EDUCATIONAL TOOL • Engage and educate the community directly • Share important updates and announcements Place your screenshot here • Post in real -time 27 27
JERSEY CITY HOUSTON Houson HA uses Twitter to Jersey City HA uses Twitter to educate readers about announce housing application everything affordable housing openings related using infographics 28 28
SMHA SMHA WORKSHOPS WORKSHOPS • Education and Outreach • Correct inaccurate info currently circulating • Increase trust through engagement 29 29
SMHA SMHA COMMUNICATIONS COMMUNICATIONS • Clearly inform applicants of what’s happening • Simply explain processes in hand-outs 30 30
IMPACT IMPACT 31 31
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