OneSite® Leasing & Rents—Affordable(HUD)
Leasing Operations Training Guide
November 2017
Doc ID: 100183
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Contents Introduction to OneSite Training ......................................................................................................................... 1 Accessing Your Training Class................................................................................................................................................ 2 Basic Navigation Overview ...................................................................................................................................................... 5 The Today Page Overview ....................................................................................................................................................... 7 Customizing the Today Page.................................................................................................................................................. 9 Advancing the Property Date .............................................................................................................................................. 11
Introduction to Waitlists ....................................................................................................................................... 15 Adding an Applicant to the Waitlist ................................................................................................................................. 16 Waitlist Wizard .......................................................................................................................................................................... 17 Contact Page ................................................................................................................................................................. 18 Household Information Page ................................................................................................................................. 21 Quick Qualify Page ..................................................................................................................................................... 23 Preferences Page ......................................................................................................................................................... 26 Summary Page ............................................................................................................................................................. 27 Affordable Waitlist Tab Overview ...................................................................................................................................... 28 Finding an Applicant on the Waitlist ................................................................................................................................ 30 Applicant at a Glance Page Review ................................................................................................................................... 31
Screening ................................................................................................................................................................... 35 Screening an Applicant .......................................................................................................................................................... 36 Scorecard Basics ....................................................................................................................................................................... 40 Reviewing the Scorecard (Pass) .......................................................................................................................................... 42 Viewing Summary and Detailed Reports ........................................................................................................................ 44 Reviewing the Scorecard (Fail) ............................................................................................................................................ 46 Denying the Lease Application ........................................................................................................................................... 50
Household Information and Verifications ...................................................................................................... 51 Adding Member Information .............................................................................................................................................. 53 Adding Financial Information .............................................................................................................................................. 57 Processing Verification Letters............................................................................................................................................ 63 Verifying Letters from the Verification Letters Snapshot ............................................................................. 66
Unit Offers and Move-Ins .................................................................................................................................... 69 Offering a Unit to a Waitlist Applicant ............................................................................................................................ 70 Pre-Certify Wizard.................................................................................................................................................................... 71 Household Review Page ........................................................................................................................................... 72 Program(s) & Rent Page ........................................................................................................................................... 73 Pass Over Reason ........................................................................................................................................................ 74 Š 2017 RealPage, Inc.
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Offer Letter Page ......................................................................................................................................................... 75 Certification Summary ............................................................................................................................................... 76 50059 Tab (View Trial Certification) ..................................................................................................................... 77 Accepting the Unit Offer ....................................................................................................................................................... 79 Printing and Approving the Move-In Certification and Lease................................................................................ 81 Completing a Move-In ........................................................................................................................................................... 85 Applicant to Move-In Process Review ............................................................................................................................. 90
Manage Waitlists ..................................................................................................................................................... 91 Editing the Waitlist Application .......................................................................................................................................... 92 Refusing an Offer ..................................................................................................................................................................... 94 Changing a Pending Offer to Another Unit ................................................................................................................... 95 Canceling an Accepted Offer and Reinstate to Waitlist ............................................................................................ 99 Voluntary Withdrawal........................................................................................................................................................... 101 Waitlist Audit: Activity Tab ................................................................................................................................................. 103
Annual Recertification Notices ......................................................................................................................... 105 Annual Recertification Notices ......................................................................................................................................... 106 Recording an Interview Date ............................................................................................................................................. 110 Recertifications Today Page Snapshot........................................................................................................................... 111
Annual Recertifications ....................................................................................................................................... 113 Resident at a Glance Page Review .................................................................................................................................. 114 Managing Income, Assets, and Expenses ..................................................................................................................... 117 Adding Financial Information ............................................................................................................................... 118 Editing Existing Information .................................................................................................................................. 118 Making Financial Information Inactive .............................................................................................................. 118 Financial Information Table ................................................................................................................................... 119 Updating Financial Information ........................................................................................................................... 121 Viewing Change Details .......................................................................................................................................... 126 Making an Item Inactive ......................................................................................................................................... 127 Verification Letters .................................................................................................................................................... 129 Certifications Page Review ................................................................................................................................................. 130 Annual Recertification .......................................................................................................................................................... 132 Selecting a Program ................................................................................................................................................. 134 Verifying Financial Information ............................................................................................................................ 137 Completing the Certification ............................................................................................................................................. 139 Viewing Future Scheduled Billing ....................................................................................................................... 141
Transfer Certifications.......................................................................................................................................... 143 Transfers .................................................................................................................................................................................... 144 Transfer Request..................................................................................................................................................................... 145 Transfer Certifications .......................................................................................................................................................... 148 Minimum Rent Rule .............................................................................................................................................................. 149 Unit Transfer Recap ............................................................................................................................................................... 151
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Interim Certifications ........................................................................................................................................... 153 Updating Household Information ................................................................................................................................... 154 Adding Income ....................................................................................................................................................................... 156 Processing the Interim Certification ................................................................................................................... 157
Move-Outs............................................................................................................................................................... 159 Notice to Move Out .............................................................................................................................................................. 160 Move-Out Statement............................................................................................................................................................ 165 Completing a Move-Out ..................................................................................................................................................... 167 Canceling a Notice to Move-Out ..................................................................................................................................... 170
Today Page Snapshots ........................................................................................................................................ 171 Income Targeting ................................................................................................................................................................... 172 Certifications Snapshot ........................................................................................................................................................ 174 Vacant Not Ready Snapshot .............................................................................................................................................. 175
Reports...................................................................................................................................................................... 177 Reports Matrix ......................................................................................................................................................................... 178 Generating a Report ............................................................................................................................................................. 182 Reports Functionality - Leasing ........................................................................................................................................ 184 Viewing the Last Report ...................................................................................................................................................... 185 Viewing and Saving a Report ............................................................................................................................................ 186
Resources ................................................................................................................................................................. 187 Using the RealPage Product Learning Portal .............................................................................................................. 188 OneSite Online Help ............................................................................................................................................................. 190 Downloading Guides from Online Help ........................................................................................................... 191 Submitting Support Requests from Online Help .......................................................................................... 193 Accessing the Client Portal from Online Help ................................................................................................ 194 What’s New What’s Coming .............................................................................................................................................. 196
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CHAPTER 1
Introduction to OneSite Training The purpose of this training course is to familiarize you with the navigational functions of the OneSite system, as well as to show you how to use one or more of the RealPage product centers. This guide provides step-by-step instructions and a series of exercises for the product center function you are learning about. ®
OneSite Leasing & Rents is a powerful web-based application that provides a centralized way to monitor, analyze, and enforce practices and policies at all sites. It simplifies the leasing and rent management process. It also automates tasks to free up site personnel to lease apartments and provide high-level customer service to prospects and residents. At your apartment communities, you make decisions daily regarding rents, concessions, expenses, marketing, and other issues. OneSite Leasing & Rents automates the entire leasing, billing, collection, and rent management process from electronic guest card to final move-out. In This Chapter Accessing Your Training Class ............................................................................................................... 2 Basic Navigation Overview ...................................................................................................................... 5 The Today Page Overview ....................................................................................................................... 7 Customizing the Today Page ................................................................................................................. 9 Advancing the Property Date.............................................................................................................. 11
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Accessing Your Training Class Each training guide is designed to work in conjunction with a training database that includes all the necessary information already set up, allowing you to perform each exercise successfully. Perform the following steps to access training: 1.
Open Internet Explorer.
2.
Go to the following web address: http://training.onesite.realpage.com/training/
Your trainer provides the user name, password, and class key you use in training.
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3.
Type the user name and password in the fields provided.
4.
Click Sign on. Now, you need to register for your class. Your trainer provides the class key.
5.
Click Register. The Register class box appears.
6.
Type your class key, and then click Register. A message appears, showing that you have been successfully registered for the class.
7.
Click OK. You should see a page similar to the following image.
8.
Choose the class you have registered for by clicking Select from the Actions column. After selecting your class, you should see your course with the status of Ready. If the status changes to In process, you might have to wait several minutes for the status to change to Ready.
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9. 10.
After the status changes to Ready, click Select. At the OneSite Sign on page, type the same sign-on name and password provided by your trainer, and then click Sign on.
Congratulations! You have successfully signed on to the RealPage Training System.
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Basic Navigation Overview Some RealPage functions are not only specific to particular RealPage product centers, but are also tied to your access rights or permissions. There are other functions that are available to users regardless of their RealPage product(s) or access rights. These basic RealPage functions include:
a) Header section: The top part of the main pages includes links that allow you to switch to a ®
different RealPage property (or to RealPage Central, if you are an authorized Home Office user) or advance the A/R property date (if you are using OneSite Leasing & Rents). The header section also includes links to the Administration, Setup, and the Learning page, which are shared among all RealPage product centers. These options remain available as you move through any area of the system. b) The shortcut bar: The options available to you on the shortcut bar vary depending on the product centers you are using, but the shortcut bar is always visible. The shortcut bar includes quick links to the most commonly performed tasks so that you can easily initiate those tasks at any time, no matter where you are in any RealPage product center. The shortcut bar also:
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•
Displays your RealPage user name, which you can use to change your password
•
Allows you to sign on with a different user ID
•
Access the Sign off option
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c)
The Today page: This page displays snapshots to enhance productivity and to help manage resident, applicant, and prospect activities. RealPage provides a series of snapshots that you can use to build customized Today pages, providing critical information to RealPage users based on their roles. As users sign on to the system, they are presented with the view of the Today page custom-designed for their roles. Users assigned to multiple roles can have more than one view of the Today page.
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The Today Page Overview You can customize the Today page to display your favorite content and to select or to save roles, depending on the rights set up at your property.
You can also configure the Today page so that it displays the best snapshots to help you manage property information, enhancing your productivity. Snapshots provide timely information and provide many links to complete certain tasks, such as viewing available units and completing follow-ups. These can be arranged through the Customize link, located at the upper-right corner of the Today page.
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There are snapshots for many categories. You can choose which snapshots appear on the Today page by selecting from the available items in the drop-down list on the left side of the page, and dragging your chosen items toward the work area to the right. All the snapshots assigned to a Today page view appear every time you sign on to OneSite.
The snapshots available for your property depend on which OneSite product centers you are using. Some of the snapshots are more applicable to the Property Manager role, while others are more useful to roles like an Accountant or Leasing Consultant. Depending on your role and authorization, you can set up and save a different view of the Today page for every OneSite user role. You can assign roles to the OneSite user through the Save to role link, or switch to available roles through the Custom link.
The first time you open OneSite, you might see all or none of the available items, depending on whether a Today page view is assigned to your OneSite role.
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Customizing the Today Page To help you manage property information better and work with your frequent tasks more easily, you can select and arrange the snapshots that you want to appear on your Today page. This exercise describes how to configure your Today page view.
Your ability to access this feature is based on the setup at your property, and the roles and rights assigned to you.
Exercise: Customizing the Today Page Let’s learn how to customize the Today page by removing the Renewals snapshot and adding the Alerts snapshot. 1.
From the Today page, click the Customize link located at the upper-right corner of the page.
2.
Locate the Renewal snapshot, and then click the Close button at the upper-right corner of the snapshot to remove it from your work area.
3.
From the drop-down list in the upper-left corner of the page, select “Alerts” to see the available snapshots under this category.
4.
Click and hold “Alerts” from the list, and then drag it toward the work area to the right. The Alerts snapshot is visible when you drag it into the work area. You can then release the snapshot anywhere inside the work area.
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5.
Place the Alerts snapshot in the open space that was created when you removed the Renewals snapshot.
6.
Click Save. The system returns you to the Today page, and the Alerts snapshot has replaced the Renewals snapshot.
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Advancing the Property Date Use the property date to manage date-sensitive tasks or transactions in the OneSite property management system. When the date is advanced, it controls and records the day-to-day operations of your company. The property date that is displayed at the top of the page represents the A/R accounting date that your property is currently on. This property date is only available in the OneSite Leasing & Rents product center. Use the Advance property date page to: •
View the current property date.
•
Advance the property date.
•
Close the period and advance to a new period (only if the property date is the last day of the period).
After you advance a property date, you cannot go back to a prior date. So, be sure to complete all necessary tasks for that day before you advance to the next day. Before advancing the property date, you have the opportunity to warn other users who are signed on to your property that they need to finish their work and sign off so you can safely advance the date. OneSite provides a locking system to make sure that no one else is working in the property when you advance the property date. When you advance to a new period, the lock remains engaged until you run all necessary reports. The locking system ensures that you can close the current period and open the next period. If the property remains locked for more than twenty minutes, the system automatically unlocks the property.
You can set up OneSite to automatically advance the property date at a certain time every day. However, if there are incomplete tasks, the property date does NOT move forward and users are notified at the next time they sign on. If there are date-sensitive activities or pending required tasks that are not completed, then you must complete the tasks before you can advance the date.
Exercise: Advancing the Property Date Our property settings require that we process tasks, such as move-outs, before advancing the property date. In this case, we are prompted to process a move-out for Mary Sullivan. Mary called us earlier in the week to let us know she would not be moving out until September 30. We agreed to change her move-out date, but did not record the change in OneSite.
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Let’s update Mary’s move-out date, and then advance the property date to July 31, 2017. 1.
Locate the property date at the top of the page, and then click the date.
2.
Click the Change notice link beside the “Move out Sullivan unit 02-204” task.
3.
Enter the following information:
4.
Field
Data Entry
Notice given for:
09/30/2017
Reason for move:
Tenant initiated
Click Save. Now that we have completed the required task, let’s advance the property date to July 31, 2017.
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5.
Click the Advance button.
A message appears, showing that you are advancing the property date. 6.
Click the Advance button again. This advances the property date. The system prompts you to wait for the process to be completed.
When you advance the property date, notice that the word “Locked” is displayed beside the property date.
The system advances the property date, and then returns you to the Today page.
The property date is now July 31, 2017.
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CHAPTER 2
Introduction to Waitlists This chapter takes you through the process of adding an applicant directly to the waitlist. You’ll review the Contact, Household information, Quick qualify, Preferences, and Summary pages. Then, you’ll learn more about the Waitlist page and how to find an applicant on the Waitlist. You will also learn more about the Applicant at a glance page. In This Chapter Adding an Applicant to the Waitlist ................................................................................................. 16 Waitlist Wizard .......................................................................................................................................... 17 Affordable Waitlist Tab Overview ...................................................................................................... 28 Finding an Applicant on the Waitlist ................................................................................................ 30 Applicant at a Glance Page Review .................................................................................................. 31
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Adding an Applicant to the Waitlist OneSite provides a full prospect management function that allows you to enter and manage prospects before they actually complete an application and are placed on your property’s waitlist. Most Affordable properties prefer to skip this step and add applicants directly to the waitlist. This is what you’ll be doing in the following exercises. To access the list of waitlist applicants, select the Navigation menu button, and then choose Applicants. The page opens and displays a list of all active waitlisted applicants for one-bedroom units.
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Waitlist Wizard The Waitlist wizard leads you through five steps that will place the applicant household on your property’s waitlist. In this exercise, you’ll learn how to add an applicant, Lucy Tyler, to the waitlist. Lucy wants to lease a two or three-bedroom unit for herself and her son, and move in on December 1. Let’s practice by adding Lucy directly to the waitlist.
Exercise: Launching the Waitlist Wizard 1.
From the Applicants page, click the New button. The Contact page of the Waitlist wizard opens with a Progress list on the left.
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Contact Page Use the Contact page to add details about an applicant’s contact information, relationship to the head of household, and demographic details. If you first entered the applicant as a prospect, some of the fields are already filled in. Aside from the required fields, you can skip any unknown information and enter it later at the household’s Summary tab. When entering dates, time, phone numbers, and Social Security numbers into OneSite, you do not have to format the data with dashes. Simply enter the information as one whole string of numbers, then press the Tab key, and OneSite will automatically format the information for you.
Ensure that the FIRST person you enter is the head of household.
Exercise: Adding Contact Information 1.
Click the Manually enter application date link to ensure that the waitlist order corresponds with the precise date and time the application was received, not when the information was entered into OneSite.
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2.
Enter the following information: Field
Data Entry
Application date:
07/31/2017
Time:
3:30 pm
First name field:
Lucy
Second name field:
Tyler
* Contact information: Street:
22 Haven Rd
City:
Windham
State
ME - Maine
ZIP
04062-4315
* Click the Main St button. OneSite performs an address match, and if the address entered does not match an address in the database, you will be asked to confirm the address by clicking the Use this address button for the address you just entered. 3.
Click OK.
4.
Type the remaining Contact information and Other information:
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Field
Data Entry
Home phone:
207-892-0911
Work phone:
207-892-9000
E-mail:
tyler21@yahoo.net
Program type:
Affordable
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5.
Type the following Demographics information: Field
Data Entry
Identification Date of birth:
11/23/1988
SSN:
008-77-6666
ID number:
7788990000
State of issue:
ME - Maine
* General demographics Gender
Female
** Race:
White
Ethnicity:
Not-Hispanic or Latino
Place of birth:
Bangor
Citizenship:
United States
Marital status:
Single
Additional information Eligibility:
Eligible citizen
* Use the scroll bar on the right to view all the Demographics information. ** Click the Race link. The Race link allows you to select one or more categories. For multiple selections, you must make a primary race category selection in the Primary column.
6.
When you are finished, click Next. This opens the Household information page.
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Household Information Page In the second step of the Waitlist wizard, you’ll enter any additional household members and add the date the household would like to move in to the property.
Add members who are expected to join the household, even if they are not there at the time of the move-in. You’ll also make the unit type choice including any type of accessible unit. At the bottom of the page, the Waitlists section lists all active waitlists set up for the property. The first list is the master list. The applicant is automatically included on that list, as indicated by the check mark. Note that in the example shown on this page, the training property only shows the Master waitlist. If your property maintains multiple waitlists, they will appear here. You can add an applicant to any number of additional lists by selecting its check box. Next, you need to add Lucy’s son as a member.
Exercise: Updating the Household Information 1.
In the Members section, click the New button.
2.
Type the following member information:
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Field
Data Entry
Name:
Paul Tyler
Relationship:
Dependent
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3.
Type the following Demographics information: Field
Data Entry
Identification Date of birth:
11/29/2012
SSN:
011-22-3333
* General demographics Gender
Male
** Race:
White
Ethnicity:
Not-Hispanic or Latino
Place of birth:
Windham
Citizenship:
United States
Additional information Eligibility:
Eligible citizen
* Use the scroll bar on the right to view all the Demographics information. ** Click the Race link. 4.
When you are finished, click OK. Paul is now included in the Members section.
5.
6.
In the Unit information section, enter the following information: Field
Data Entry
First choice:
2 bedroom
Second choice:
3 bedroom
Date needed:
09/01/2017
When you are finished, click Next. This opens the Quick qualify page.
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Quick Qualify Page The Quick qualify page provides a test to see if the prospective household qualifies for residency at an affordable property. This process is “quick” because it gives you an estimate of the household’s eligibility without the member and financial details required for the Move-in Certification. The Quick qualify page requires the total number of household members, estimated income, asset, and asset income totals, as well as the household’s elderly/disabled status. After entering minimal information, OneSite determines if the household qualifies for any of the program/contract types available at the property. A green check mark indicates the household is eligible and a red “x” indicates ineligibility. The current income status also displays the reason for ineligibility (if applicable) for each program/contract type at the property. Informational notes may also appear.
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Quick qualify is not an “official” calculation. Actual eligibility for a household can only be determined when all verified member and financial information is added to OneSite, and a trial Move-in Certification is created.
Exercise: Performing the Quick Qualify Test 1.
Enter the following information: Field
Data Entry
Does the household qualify for an
No
elderly deduction?:
24
Annual income:
17,000.00
Other non-asset income:
0.00
Assets:
500.00
Asset income:
10.00
Medical expense:
0.00
Child care:
0.00
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2.
When you are finished, click Test.
The household qualifies for both programs at the Extremely low limit. 3.
Click Next. This opens the Preferences page.
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Preferences Page This page lists all the available preferences for the property’s Tenant Section Plan. Selecting a preference applies a condition that gives a household preferential treatment on the waitlist rather than by applications date and time only. The household will move up the list accordingly based on the preference scheme in use. You can add or remove check marks for any preference, and some are automatically checked according to information already added for the applicant household. The preferences on this list are determined by the setup on the Resident selection preferences pages in Waitlist setup.
•
Preferences with Asterisks: An asterisk in the second column indicates the use of a preference is automatically determined by information added in the application process. A check mark indicates that the information added for this applicant household meets the preference requirements. For example, if the income entered on the Quick qualify page places the household within the Extremely Low income level and “Income - Extremely Low” is listed as a preference, it will have a check mark. You should use caution before changing any preference marked with an asterisk since the preference requirements were already “determined by household data.”
•
Preferences Without Asterisks: Preferences not determined by information added in the application process do not have an asterisk in the second column. You must manually select a preference without an asterisk if you know the household meets the preference requirements. For example, you may have preferences for homeless, substandard housing, military personnel, or a number of other reasons.
•
Preference Warnings: OneSite shows a warning if you change preference status and the change does not justify the information entered for the applicant. Despite any warning, you can still save the changes.
Exercise: Selecting a Preference 1.
In the Resident selection preferences section, select Substandard housing.
2.
Click Next. This opens the Waitlist summary page.
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Summary Page The final step of the Waitlist wizard summarizes all the waitlist information for the applicant household. The summary can be printed and given to the applicant to be used for the verification process.
The Application section lists the major application information, including the date, time, unit type, date needed, waitlists the applicant was placed on, and preferences the household qualifies for. The Household information section lists the names and relationships of the applicants and contact information for the head of household. The Items for interview section lists what the applicant needs to bring for certification and verification.
Exercise: Reviewing the Summary 1.
To print a copy of the summary, click Print summary.
2.
Click Print.
3.
To complete the wizard, click Finish.
4.
Click OK. You are returned to the Affordable waitlist page.
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Affordable Waitlist Tab Overview Now that you’ve successfully added Lucy Tyler to the waitlist, let’s take a moment to review the Affordable waitlist page. The Affordable waitlist page is used to add new applicants, find applicants, and manage the entire waitlisted applicant process. OneSite provides a variety of views and methods to find applicants. When the page opens, it lists all active waitlisted applicants for the one-bedroom units. Lucy is waitlisted for a two-bedroom apartment and that’s why she’s not shown here.
The Affordable waitlist page provides the following features: •
New: This button allows you to open the Waitlist wizard and add new applicants.
•
Name: In this field, you can search for applicants by either their first or last name.
•
Find: Click this button to activate the name search.
•
Refresh: Click this button to update the list and show any new changes.
•
Status: This drop-down list allows you to select the type of applicant status you wish to view.
•
Bedrooms: This drop-down list specifies applicants waiting for a particular number of bedrooms.
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Actions: The system provides a quick way to maintain applicants without ever leaving the Affordable waitlist page: •
View: This link opens the Applicant at a glance page containing additional features such as add an applicant to the guest card, or edit contact information:
•
More: This link displays a list containing the same actions listed at the Applicant at a glance page. It provides a quick way to perform several actions for several applicants, such as sending an email message or selecting a unit.
•
Scroll arrows: Use the arrows at the bottom of the list to see more applicants, if there are more than can be seen on one page.
•
Available units: The Available units section at the bottom of the page shows the units that are available, or scheduled to become available. There is a separate row for each unit type (bedrooms) available at the property. Next to the number of bedrooms, the columns show the number of available units, the number of offers made, the number of overdue offers, the number of available units without offers, and the number of waitlisted applicants waiting for each unit type. The Total line at the bottom of the list totals each column and provides information for all unit types.
•
Keys: Just below the list you’ll find a “key” to certain information found in the list: •
Accessible key: This group describes the unit type (hearing, mobility, or vision) for applicants needing an accessible unit.
•
Income status key: This group includes the standard HUD codes for low, very low, extremely low, moderate, and Below Market Interest Rate (BMIR) income. Other codes are for unqualified, undetermined, and not applicable.
•
Status key: The Active statuses of this group include codes for active, open offer, and pending move-in. On the other hand, the Inactive statuses in this group include codes for canceled, failed to respond, moved in, rejected, voluntarily withdrew, and pre-waitlist applicants.
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Introduction to Waitlists
Finding an Applicant on the Waitlist Let’s find Adam Hudson on the Affordable waitlist page.
Exercise: Finding an Applicant on the Waitlist To view Adam Hudson: 1.
In the Name field, type “Hudson.”
2.
Click Find.
3.
In the Actions column, click the View link next to Adam Hudson.
This opens the Applicants page for Adam.
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Applicant at a Glance Page Review Before you begin the interview process, let’s review the Applicant at a glance page. This page contains all of the information and activities recorded for the applicant in the system. You can access this page by clicking the View link beside an applicant’s name from the Applicants page. The information recorded on this page is also used for the resident after move-in. Some sections shown are more relevant to residents than to applicants. As the applicant moves through the process, information is added in each of these areas, as you will see.
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Introduction to Waitlists
The Applicant at a glance page contains the following features: a) Actions: The Actions pane provides shortcut links to specific tasks. The choices vary according to the status of the applicant. Most of these links are also available from the different tabs on the Applicant at a glance page or from the More link in the Actions column of the Applicants list. Note that the Add to Exclusion List link may appear grayed out. This is an optional action available for properties using LeasingDesk Screening 3.5. The Exclusion list is a list of past residents, applicants, and prospects that your PMC does not wish to lease to in the future. Only people who have the Ability to add applicant/resident to the Rental History Exclusion List right will have this action available.
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b) Sections: There are two tabs and a link in the first section of the Summary page: •
Contacts: This tab is the default selection when the page opens. Household members are listed with the name, relationship (to the head of the household), telephone number, occupancy status, and the most recent date the person was screened. The list displays only active members, but you can use the option above the list to view inactive members, or all (active and inactive) members.
•
Household information: This tab shows a review of the important information concerning the household’s status. It includes the household move-in date, the income category at move-in, the date the household began receiving assistance (if applicable), the assistance code, previous housing, and the number of unborn children and pending adoptions, among others.
•
Household relationship history: This link helps you find residents that have transferred or renewed by name or unit number (new or previous unit). This search can also be used to find applicants and waitlisted residents. This search function is particularly useful when a resident changes his or her name, and the only way to locate the person is by the old unit number.
•
Waitlist application summary: This section lists the applicant’s contact information, application date and time, information about the desired unit type, the waiting lists the applicant was placed on, and the preferences the applicant qualifies for. The Edit button opens the Edit waitlist application page so you can add to or edit the applicant’s information.
•
Scheduled billing: This section lists all recurring scheduled billing charges that were added to this household’s lease. Each item can be edited or deleted. Options to view previous, current, and future scheduled charges are available. Two buttons above the list add new billing transactions and rentable items.
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Introduction to Waitlists
c)
Tabs: •
Summary: This shows the list of household members, lease summary information, and the list of scheduled billing transactions. Its tabs provide access to the household’s contact information and household information.
•
Lease details: This shows the lease details (including utilities information), the current fees set for the household, and a screening review for all household members.
•
Certifications: This displays the household’s next annual recertification date with highlights of the current certification calculation. Links are available to edit next recertification dates and monitor recertification notices. You can create correction certifications, assign approved status to a new certification, and add signature dates to complete certifications.
•
Financial: This allows you to manage all of the household’s financial information from this tab.
•
Ledger: This opens the selected household’s ledger. The option is available for viewing open transactions only, as well as transactions in a specific subjournal. Conduct all accounts receivable activities on the Ledger page, including: adding or changing refunds, charges, payments, credits, and NSF returns. You can also print the ledger from this page.
•
Miscellaneous: This provides options to add unit entry information (if the unit must be accessed for service or an emergency when the resident is not home), and to register vehicles and pets. Use this page to add assignable items to the household.
•
Letters & notices: Use this tab to manage verification letters and standard letters and notices for the household. The list shows all letters listed by member name, category, recipient, or status.
•
Docs: If you use Document Management at your property, this tab allows you to review and manage all the packets and documents for the household and for each household member.
•
Follow-up: Use this tab to schedule follow-up contacts or meetings with residents. The table lists the current contact follow-up schedule for the whole property to help you schedule new appointments and add notes to describe the reason for the meeting.
•
Activity: This lists all household activities. Two types of activities are recorded here. System-generated activities, such as initial contacts, move-ins, and recertifications are automatically recorded on the activity list.
When you are finished reviewing Adam’s record, click Close.
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CHAPTER 3
Screening After you’ve entered an applicant into OneSite, you can use LeasingDesk Screening to screen them for eviction information, resident history, criminal background, and more. LeasingDesk Screening is an additional product center that your property can use with Leasing & Rents Affordable. Affordable properties often use LeasingDesk Screening to perform criminal background checks as a prerequisite to gaining approval for leasing at the property. LeasingDesk Screening enables you to quickly perform the screening of an applicant so that you can make an informed leasing decision. In this chapter, you’ll review how to screen applicants using LeasingDesk Screening in OneSite. The chapter begins with a simple screening of an applicant. Then, you’ll review the scorecard, and reports, and make a leasing decision. In addition, you’ll screen an applicant who doesn’t qualify, and is rejected. Finally, you’ll review some screening reports. In This Chapter Screening an Applicant.......................................................................................................................... 36 Scorecard Basics ....................................................................................................................................... 40 Reviewing the Scorecard (Pass).......................................................................................................... 42 Viewing Summary and Detailed Reports........................................................................................ 44 Reviewing the Scorecard (Fail)............................................................................................................ 46 Denying the Lease Application........................................................................................................... 50
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Screening
Screening an Applicant It is important to screen applicants to determine if they meet the criteria that LeasingDesk requires, such as their criminal records and rental histories, before they can become residents. You can perform an individual screening or screen joint applicants.
Exercise: Screening an Applicant Your first screening exercise begins with applicant Betty Bigelow whose application information is already collected. All that’s left is to screen her application. Let’s do that now. 1.
From the Applicants page, in the Name field, type “Bigelow”, and then click Find.
2.
Click View to open Betty’s record.
3.
In the Actions section, select Screen now.
If the household contains multiple members, all members are listed, including children. Since Betty is the only member of the household, she is the only person listed.
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4.
In the Screen now box, select “Betty Bigelow.”
5.
Click Screen.
6.
In the Applicant information section, select the No legal middle name check box.
If you have a middle initial for the applicant, you should always enter it into OneSite. Using a middle initial reduces the number of inaccuracies on the criminal background check. 7.
Click the Custom questions link.
The Custom questions box lets you answer the criminal, eviction, and custom questions for your applicant. These questions require an answer of Yes or No. There may be up to five Custom question fields. The wording of these questions is customized for your property. You can customize questions in Setup.
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Screening
8.
Select No, and then click Save.
9.
Click Next. The No address match found box opens.
10.
Click Use this address. This opens the Split up address box which allows you to verify each part of the address entered or to use the address shown.
11.
Click OK. After you enter and verify the applicant’s personal information, the system displays the Summary page, which lists all current and previous addresses that you entered. Depending on your settings, you may or may not see the entire Social Security number. In some cases, part of the number is masked with X marks. Always verify that the number you entered is correct before running the background check. Note that entering as much address information as possible enhances the criminal background search. The background information is checked based on name, address, and date of birth. If your information is wrong, you receive information on the wrong person. Ensure that only authorized individuals screen applicants. This is why the system requires a password. Before entering your password, verify that the information is correct, and that the applicant signed a release form, authorizing you to check his or her background. Typically, the password you use for screening is your regular OneSite password. Note the Fair Credit Reporting Act and Screening Agreement statement at the top of the page. Please take time to read this statement. Entering the password is proof that you have read the statement and are swearing that you are legally requesting this background information for a “permissible purpose.” This is a legally binding agreement.
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12.
For training purposes, type “training” in the Password field.
13.
Click Submit. LeasingDesk Screening returns a scorecard overview for the application you submitted.
Leave the page open for the next exercise.
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Screening
Scorecard Basics The screening scorecard gives leasing consultants an “at a glance” view of screening results. With this view, you can know whether an applicant passed or failed the screening criteria set up in the scoring model used by your property.
•
The traffic light image at the top gives you an immediate indication of the applicant’s total score.
•
A Green light means the applicant meets the acceptable criteria set for your property in every scoring category. The application is eligible for approval.
•
A Yellow light means that the applicant falls did not pass at least one of the scoring categories. Review the application carefully, gather more information, verify employment and income, verify current residency, consider a unit with a lower rent, or require an additional deposit before leasing to this person.
•
A Red light means that the applicant does not meet the minimum criteria set for your property.
In some instances, you may receive a “No tradelines” or “No records” message. This often happens when you make a mistake entering the applicant’s name, address, Social Security number, or other personal information.
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•
The LeasingDesk score is calculated using one or more of the following criteria: acceptable accounts ratio, rent-to-income ratio, debt-to-income ratio, and FICO results. The criteria used to calculate the LeasingDesk credit score can vary between each property, and the scoring model used to score the application determines the required criteria.
•
Each property customizes the scoring model according to its needs. Consequently, properties may choose to skip certain scoring criteria such as financial, criminal, or rental history.
•
Non-credit factors are listed individually below the score. The results for each are to the left of each factor. A green check mark indicates a passing result.
•
The Scoring factors column provides the results for each category in your scoring model. You can quickly review the details of a result by selecting the Details link.
The options for the final screening decision include: •
Approved
•
Approved with conditions
•
Denied
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Screening
Reviewing the Scorecard (Pass) To review the scorecard, we need to understand what the indicators mean. •
Green check mark indicates a passing result
•
Red cross mark indicates a failing result
•
Yellow exclamation mark indicates a passing result with conditions
•
Black n/a mark indicates a criterion that is not used to score an application
Exercise: Reviewing the Scorecard Let’s review Betty Bigelow’s scorecard. She passed, as indicated by the green light.
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1.
Click the Details link for Federal criminal.
You can click the Details link to display information on any factor. If records exist for the applicant, additional information appears. But the system returns no criminal records for Betty. 2.
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Click the other Details links to familiarize yourself with the other scoring factors.
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Screening
Viewing Summary and Detailed Reports Before deciding whether to approve Betty for leasing, let’s review the Screening Summary and Detailed reports. The Summary report provides an overview of the credit summary and criminal summary information. The criminal summary contains links to descriptions of all the reporting agencies included in the report.
Your ability to view the Summary report and Detailed report depends on your user rights and authorization. There are users who can view both of these tabs. Users with limited rights to these tabs can either have access to just one of the two tabs, or no access to either of the tabs.
Exercise: Viewing the Summary and Detailed Reports 1.
From the open scorecard, select the Summary report tab.
The Important information section is located at the end of the report. This section provides legal disclosure and disclaimer information about the database searches that you perform for the applicant, including the criminal, eviction, and credit bureau searches. These items appear if you select the Display disclosures in report check box at the top of the Summary report page. Alternatively, click the available links to view the corresponding disclosure for a search category.
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Now let’s review the Detailed report for Betty. 2.
Click the Detailed report tab.
The Detailed report provides a comprehensive listing of the applicant’s credit history, criminal background, and eviction/rental history. Use the scroll bar to see the whole report. 3.
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When you are finished reviewing the reports, click Close.
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Screening
Reviewing the Scorecard (Fail) The screening process gives you a fail result on an applicant in some situations. This means that the applicant did not meet the minimum criteria set for your property. Let’s look at an example. Waitlisted applicant, Felix Rockcress receives a red light. Let’s deny his application.
Exercise: Reviewing the Scorecard 1.
From the Applicants page, locate Felix Rockcress, and then click View. Before we examine Felix’s screening history, let’s quickly review his personal information.
2.
In the Contacts section, click the Edit link under Actions. The Contact information page is opened at the General information tab.
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3.
Select the Demographics tab.
Notice that, as a security measure, OneSite has encrypted portions of Felix’s information. If necessary, you can use the links beside the encrypted fields to change the information. 4.
To close the Contact information page, click Cancel.
5.
Select the Lease details tab.
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Screening
6.
Under the Screening history section, click the View result link under Actions.
You can see that Felix received a red light due to several reasons, including poor rental history. 7.
In the Scoring factors section by the Alerts factor, click the Details link. You can see that the Social Security number caused the alert. In this case, you should confirm that you entered it correctly, and if so, speak with the applicant to confirm the number.
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8.
Click the Details link. Here you see eviction information about the factor that caused Felix to fail the screening.
Leave this page open for the next exercise.
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Screening
Denying the Lease Application Even after you deny someone from the Scorecard based on his or her screening results, you must still deny that person’s lease application in OneSite.
Exercise: Denying the Lease Application Let’s deny Felix’s application in OneSite so that his waitlist status is correct. 1.
With Felix’s record open, in the Actions section, click Deny application.
2.
Enter the following information:
3.
Field
Data Entry
Deny reason:
Rejected due to poor/bad rental history
Click Save. The Change status box opens. Since Felix’s application was denied, we need to record his status change.
4.
Enter the following information: Field
Data Entry
Activity type:
Fax/letter
Leasing consultant:
Joan Mason
Result:
Unqualified – Rental history not allowed
When canceling or denying an applicant, the Status field provides the option of setting the applicant’s status to Lost (or Unqualified) instead of returning the applicant back to an active prospect. We have chosen to use the Unqualified status in this exercise.
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5.
Click Save.
6.
To return to the Affordable waitlist page, click Close.
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CHAPTER 4
Household Information and Verifications In this chapter, you will learn how to add member and financial information for an applicant on the Applicant at a glance page. You will also prepare verification letters and use the Verification Letters Snapshot to verify the letters. In This Chapter Adding Member Information .............................................................................................................. 53 Adding Financial Information ............................................................................................................. 57 Processing Verification Letters ........................................................................................................... 63 Verifying Letters from the Verification Letters Snapshot ......................................................... 66
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Chapter 4: Household Information and Verifications
Adding Member Information In this exercise, you will update Hannah Willis’s member information on her Applicant at a glance page. Hannah has provided her personal information, such as her current address, Social Security number, marital status, so you can add or verify this information now.
Exercise: Adding Member Information From the Affordable waitlist page: 1.
Locate Hannah Willis and click View.
2.
On the Contacts tab, click the Edit link.
This opens the General information tab.
The General information tab has the resident’s or applicant’s personal information including name, contact information, relationship (to the head of household), residency dates, and a statement of the existence of any criminal history. If the resident or applicant is a lease signer, it is indicated here.
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Household Information and Verifications
3.
Click the MAIN ST button to add Hannah’s current address.
4.
Enter/verify the following address information:
Field
Data Entry
Address 1:
9 Lund Rd
City:
Saco
State:
ME - Maine
ZIP:
04072-1806
5.
Click OK.
6.
Click the Demographics tab.
The Demographics tab contains all demographic information for each resident. This includes Social Security and alternate ID numbers, birth date, gender, race, ethnicity, and other demographic information that is configured in setup.
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7.
8.
Enter/verify the following information: Field
Data Entry
Gender:
Female
Race:
White
Ethnicity:
Not-Hispanic or Latino
Marital status:
Widow/widower
Citizenship:
United States
Place of birth:
Augusta
Eligibility:
Eligible citizen
When you are finished, click Save.
Keep Hannah’s record open for the next step.
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Chapter 4: Household Information and Verifications
Adding Financial Information In this exercise, you will add Hannah’s Social Security income, checking account information, and her prescription drug expenses to the Financial tab.
Exercise: Member Information From Hannah’s open record: 1.
Click the Financial tab.
2.
Click the New button to add Hannah’s income.
Use this box to enter the income source, type, and the total annual amount earned or received. You can enter an annual total or OneSite calculates the annual total based on an hourly, weekly, or monthly amount. If applicable to the type of income, enter an account number or a Social Security benefit claim number. If the household has more than one member, choose the name of the member who earns the income. Enter the date the income amount became (or will become) effective. To complete the box, select the letter recipient who will verify the income information.
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3.
Enter the following income information: Field
Data Entry
Start date:
07/31/2017
Source of income:
Social Security Administration
Type of income:
Social Security
Compute annual income: Other:
749.00
Pay period:
Monthly (12 periods/yr)
Annual income: 4.
8988.00
When you are finished, click Save.
OneSite prompts you to select the recipient so that you can queue the income recertification letter. You can also add new recipients by clicking the Edit recipient link. OneSite stores the property’s master list of recipients, which you can manage from Setup.
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5.
The Social Security Administration recipient is already selected, so click Save.
6.
Click the Assets tab.
7.
To add Hannah’s checking account, click New.
Use this box to compute the value of an asset. Select the kind of asset (current or imputed) and enter the date the amount became effective. Enter the source of the asset, such as bank name, and the type of asset, like checking or savings account. When computing the value, enter any penalty that may be applied if the asset is converted to cash before it matures. 8.
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Enter the following checking account information: Field
Data Entry
Kind of asset:
Current
Start date:
07/31/2017
Source of asset:
Wells Fargo Bank
Type of asset:
Checking account
Account number:
29-56-70891
Balance:
2300.00
Penalty:
0.00
Annual income from asset:
None
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Household Information and Verifications
9.
When you are finished, click Save. The system prompts you to select a verification letter.
10.
For the Verified by option, select Letter.
11.
In the Letter field, click the drop-down arrow and then select the “Verification of Assets” letter.
12.
In the Recipient drop-down list, select Wells Fargo Bank.
13.
Click Save.
14.
Let’s add Hannah’s prescription expenses. Click the Expenses tab.
15.
Click New.
Use this box to enter the expense source, the date the amount became effective, and the annual expense cost. You can enter the cost as an annual amount or as an hourly or some other charge, and then OneSite calculates the annual amount. When you complete the box, select a verification letter and the recipient who will verify the expense information.
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16.
Enter the following information: Field
Data Entry
Start date:
07/31/2017
Source of expense:
Brooks Pharmacy
Type of expense:
Prescription
Compute expense:
Annually
Per year:
850.00
Reimbursed portion:
0.00
17.
Click Save.
18.
Select Medical Expenses in the Letter drop-down list and also, Brooks Pharmacy in the Recipient drop-down list.
19.
Click Save. Hannah’s prescription is now listed.
Keep Hannah’s record open for the next exercise.
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Chapter 4: Household Information and Verifications
Processing Verification Letters After adding Hannah Willis’s financial information and then selecting the verification letters, you’re now ready to generate and print the letters. Let’s do so now.
Exercise: Verification Letters From Hannah’s record: 1.
Click the Letters and notices tab.
The Verification letters page lists all letters queued when adding member and financial information. You can add new letters, including member letters, by clicking the New button. Let’s generate and print the financial letters we selected for Hannah.
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2.
For the Medical expenses letter, click Check status.
3.
Click Yes when the system prompts you to print the letters.
4.
Click Open to view the letter.
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5.
From the File menu, select Print.
6.
Click Print.
7.
To close the letter, from the File menu, select Close.
The Status column now shows that the letter was printed. You are now prompted to enter the date the letter was mailed or faxed.
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8.
For training purposes, let’s enter a date of “07/31/2017.”
9.
Click Save.
10.
Repeat this process for the other two letters.
This step updates the verification letters. The Actions column reflects the status as Verify, and the Notes column indicates the date of mailing or faxing. 11.
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Click Close to return to the Applicants tab.
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Household Information and Verifications
Verifying Letters from the Verification Letters Snapshot Although you can use a household’s Letters & notices tab to verify letters that have been returned, a convenient way to update letters is from the Verification letters snapshot at the Today page.
Exercise: Verifying Letters 1.
Click the Navigation menu button, and then locate the Verification letters snapshot.
The Verification letters snapshot lets you easily manage verification letters for all applicants and residents. It sorts letters according to processing status and shows the number of verification letters for each status at the property. Letters more than one year old are not included. The number is a link that opens the Letters list, which shows the household members with letters in each status. The View letters list lets you access the bulk View letters page for all households. From there, you can process the letters individually or in bulk. Each time you perform an action on a letter, OneSite updates the letter status and removes it from the current view in the View letters list so that you can process letters for any remaining households. OneSite does not change the status count on the snapshot until you close the list.
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2.
Click the link for the Mailed, not received option.
Grace Mills’ Walmart income and Wells Fargo asset letters were received, and the amounts were verified. Since changes are not needed, you can update them together.
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3.
Select Grace’s Walmart and Wells Fargo letters.
4.
Click the Received button.
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5.
In the Enter a received date field, type “07/31/2017.”
6.
Click Save. Grace’s letters have been updated on her Letters & notices page as verified, and they are removed from the snapshot. David Mills’ child care expense letter is ready to be verified, but this time the amount returned by the child care center differs from the amount the applicant provided. Let’s update the child care expense amount as part of verifying the letter. We will do so using the Verify link.
7.
Locate David Mills’ child care letter, and then click the Verify link. David Mills’ Expense record opens.
8.
Change the annual amount to $800.00.
9.
Click Save.
10.
In the Enter verified date field, type “07/31/2017.”
11.
Click Save. The child care expense letter is now verified, and his expense amount on the Financial tab is updated with the correct amount.
12.
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Click Close.
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CHAPTER 5
Unit Offers and Move-Ins When you’re ready to move in a new resident, begin by offering the resident a unit, followed by processing a trial certification. Next, complete the verification process by confirming the verification letters. During the process, review the scheduled billing as well. In this chapter, you’ll learn how to move an approved applicant into your property. This includes offering the unit, generating a trial move-in certification, accepting the unit offer, and completing the move-in. In This Chapter Offering a Unit to a Waitlist Applicant ............................................................................................ 70 Pre-Certify Wizard ................................................................................................................................... 71 Accepting the Unit Offer ....................................................................................................................... 79 Printing and Approving the Move-In Certification and Lease ............................................... 81 Completing a Move-In........................................................................................................................... 85 Applicant to Move-In Process Review ............................................................................................. 90
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Unit Offers and Move-Ins
Offering a Unit to a Waitlist Applicant The following exercises will take you through the process of offering Tyler Fisher a unit and printing the trial move-in certification. You’ll then enter his acceptance of the offer and complete his move-in. Let’s offer Tyler a two-bedroom unit on the property.
Exercise: Offering a Unit to a Waitlist Applicant From the Affordable waitlist page: 1.
At the bottom of the page, locate the Available units section.
2.
For the two-bedroom units, click the View units link.
3.
Locate unit 05-506 in the list and, in the Actions column, click Offer unit to a household.
4.
Locate Tyler Fisher, and in the Actions column, click Offer unit. This opens the Pre-Certify wizard.
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Chapter 5: Unit Offers and Move-Ins
Pre-Certify Wizard The first step in processing the move-in certification is to access the Certify wizard. When it opens, the first page you see is the General information page. In some cases, like move-ins, unit transfers, and correction certifications, the Certification type is already selected. Note that the only certification type available for an applicant is the move-in certification, as shown here.
Exercise: Pre-Certify Wizard 1.
In the Effective date field, change the date to “09/15/2017.” This effective date is the applicant’s move-in date.
2.
Click Next. This opens the Household review page.
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Household Review Page The second step of the Pre-Certify wizard is the household review. This page displays the household member and financial information, and it indicates the status of the verification letters. This information, along with the HUD-approved rent and utility allowance that is in effect as of the certification date, determines the outcome of the new certification.
The Verified column shows the verification status of member and financial information. A red “X” means that it isn’t verified, and a green check mark indicates that it is verified. Depending on your property setup, you may not be able to complete the move-in until you accomplish all items.
Exercise: Household Review Page 1.
Review the member and financial information carefully.
2.
Click Next. This opens the Program(s) & rent page.
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Program(s) & Rent Page The third step of the Pre-Certify wizard calculates the new certification and determines the household’s eligibility for all programs at your property. The HUD programs section shows you which program(s) the household qualifies for. A red X in the Qualified column means the household does not qualify for that program. The Rent profile section provides detailed certification amounts for the program selected. The Messages section provides severe, warning, and informational messages about the certification calculations. Some messages, like severe messages, stop you from continuing to the next step. Be sure to always review this section carefully. Let’s review the page.
Exercise: Program(s) & Rent Page From the Program(s) & rent page: 1.
Ensure that the Section 8 - TX011098877 contract is selected.
2.
Review each section of the page carefully.
3.
Click Next. This opens the Pass over reason page.
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Pass Over Reason The Pass over reason step only appears if the applicant you offer the unit to is not the first available applicant on the waitlist. This step is necessary because we need to offer the unit to the first applicant on the list. When you don’t do this, you must record the reason why you are passing over one or more applicant households. Even though this applicant is not at the top of the waitlist, for training purposes we will use a pass over reason to complete the offer.
Exercise: Pass Over From the Pass over reason page: 1.
In the Reason field, choose Income targeting. Tyler is extremely low income.
2.
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Chapter 5: Unit Offers and Move-Ins
Offer Letter Page The Offer letter page is the final step of the Pre-certify wizard. Use it to generate the offer letter to a waitlisted applicant for a unit. Only two actions are required on this page. The first is to enter a deadline date for the applicant to respond to the offer. The second is to generate the offer letter using the Generate offer letter button.
Exercise: Offer Letter Page 1.
In the Response is required by field, type “09/05/2017.”
2.
Click the Generate offer letter button.
3.
To print the offer letter now, click Yes.
4.
To open the letter, click Open.
5.
From the File menu, select Print.
6.
Select Print.
7.
To close the letter, from the File menu, select Close.
8.
To view a trial copy of the move-in certification, click the Finish & view forms button.
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Certification Summary The Certification summary tab summarizes certification information in an easy-to-read format. You can use this page to view and print the certification summary and the completed 50059 form, as well as to generate, view, and print the new lease. It shows you the following: •
Certification status and type
•
Selected programs the household qualifies for
•
Total income for the household
•
Effective date of certification
•
Rent information
•
Names and ages of household members
•
Any special statuses members have
•
Income and assets
•
Verified/Unverified information
The page has three tabs: •
Certification summary: This summarizes certification information.
•
50059: This generates the standard HUD 50059 certification form, or 50059A for partial certifications.
•
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Lease: This generates a lease document.
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Chapter 5: Unit Offers and Move-Ins
Exercise: Certification Summary To open the trial Move-in certification, select the 50059 tab. This opens the Tyler’s Move-in 50059.
50059 Tab (View Trial Certification) The 50059 tab opens the following: •
Trial version of the 50059
•
Worksheet
•
Privacy act documents (if set up during implementation)
•
Prorated assistance worksheet (for households with mixed citizenship status).
You should always review the 50059 for accuracy. You can also print a copy, if needed. There are certain certifications that don’t require signatures if you are changing only the assistance payment amount. One such certification, for example, is the gross rent.
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Selecting the 50059 tab generates the standard HUD 50059 certification form or 50059 A for partial certifications (move-outs, terminations, transfers, and gross rent changes). For all “full” certifications (move-in and initial certifications, and annual and interim recertifications), the 50059 worksheet is available to view and print from the drop-down arrow in the upper right corner. The worksheet summarizes how the tenant’s rent is determined. If the household has prorated assistance, you can also access that information using the drop-down arrow. The certification, worksheet, and Privacy Act are viewable in PDF format. The Prorated assistance worksheet opens using the drop-down arrow in the upper right corner. Using the navigation tools, you can enlarge the documents to view each page, and print the documents.
Exercise: 50059 Tab (View Trial Certification) 1.
Review the trial 50059 carefully. Since Tyler hasn’t accepted the offer yet, you are not ready to approve this certification or generate a lease.
2.
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Click Cancel.
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Chapter 5: Unit Offers and Move-Ins
Accepting the Unit Offer If an applicant accepts an offer you have made for a unit, the next step is to record that acceptance using the Respond to offer option. You can enter the acceptance from the applicant’s record by clicking Affordable waitlist Respond to offer, or you can enter the acceptance from the Available units section on the Waitlist tab
Exercise: Accepting the Unit Offer Zoe Schultz has accepted an offer and is ready to lease unit 02-214. 1.
On the Applicants page, find Zoe Schultz, and then click View.
2.
From Zoe’s record, in the Actions section, click Affordable waitlist.
3.
Select Respond to offer.
Use the Offer response box to enter the type of response the applicant made to the unit offer. •
Accept the unit: Select this option if the waitlisted applicant accepts the offer.
•
Refuse the unit: Select this option if the waitlisted applicant does not want to accept the offered unit. An explanation shows up stating, “The applicant refuses/rejects the unit offered.”
•
Failed to respond: A “Response required by” date is added when the offer letter is prepared. Select this option if the applicant ignores the offer and the required date passes. The explanation for this choice is, “The applicant failed to respond to the offer in a timely manner. The applicant will be inactivated on the waitlist.”
•
Cancel offer: Select this option if you decide to cancel the offer. The explanation given is, “Cancel the offer.” The applicant stays active on the waitlist. This does not count as a rejected offer.
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4.
Select Accept the unit. The lease start date is the move-in effective date, entered at the first step of the Pre-certify wizard process. You can change the date after an offer is accepted and the applicant has P (pending move-in) status.
5.
Verify the lease term. Verify or edit the lease end date, as needed. The default date is one day before the anniversary of the start date. Follow HUD’s specific requirements for leases.
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6.
Click Save.
7.
Remain on this page for the next exercise.
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Chapter 5: Unit Offers and Move-Ins
Printing and Approving the Move-In Certification and Lease Use the Certifications page to manage all certification activity for the household. The page includes the household’s current certification information along with a list of all prior certifications. The Certifications page also lets you view or print the Certification summary or the 50059 form for any certification that is listed. You can use the drop-down list in the Certifications section to filter your certifications by the status of either Trial, Approved, or Final. Sign the Move-In Certification so that it is filed in your records. The top of the page has highlights of the current certification. It includes the date and major calculations. For current residents, the next annual recertification date is included, and a View notice dates link is provided to view and edit the dates that the annual recertification notices were created and the interview date. The list in the lower part of the page displays every certification on record for the household. This includes all the information in the certification, plus the date of the Housing Assistance Payments (HAP) Request and the Tenant Rental Assistance Certification System (TRACS) file that first reported the certification. You can limit the list to include only trial certifications, only approved certifications, or only final certifications (either reported or ready to be reported on a HAP Request). The following options are available: •
Add new certifications using the Certify button.
•
Approve and complete pending certifications.
•
View and print the Certification summary or the 50059 form, worksheet, and lease.
•
Edit (recalculate) or delete unreported certifications.
•
Create correction certifications (for certifications reported incorrectly).
•
Change the reported dates of reported certifications.
•
Change the effective date of an unreported move-in, move-out, or unit transfer certification that was entered incorrectly or needs to be moved to a prior period.
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Exercise: Printing and Approving the Move-In Certification and Lease Now that you’ve recorded Zoe’s acceptance of the offer, you can print and approve a final copy of the move-in certification and model lease. 1.
From Zoe’s record, select the Certifications tab. Zoe’s move-in certification is listed with a Trial status.
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2.
To approve the certification, click the More link.
3.
Select Approve. This opens the Approve certification page.
4.
You need a final copy of the move-in certification, so click Approve.
5.
Click the 50059 tab. The certification’s Trial watermark is gone, and you can print the certification. For training purposes, we will not do so.
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6.
To generate a model lease, click the Lease tab.
7.
To select a lease, click New.
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8.
For training purposes, let’s select the Subsidized Programs (Family) model lease on page 2 as you can see in the following image.
9.
Click Save.
10.
To generate the lease, in the Actions column, click Check status.
11.
Click Yes when the system prompts you to print. You now have the choice to open the lease in Microsoft Word. You can also choose to save the lease to your computer.
12.
Click Open. The lease opens in Microsoft Word, where you can print or save it, as needed. We will not do so.
13.
Close the lease.
14.
Click Close.
15.
At the top of the page, click the Certifications tab to refresh the page. The status has changed from Trial to Approved.
16.
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Remain on this page for the next exercise.
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Chapter 5: Unit Offers and Move-Ins
Completing a Move-In Use the Move-in page to complete an applicant’s move-in.
The Move-in page includes additional and required tasks. A green check mark indicates that the task is completed. In setup, you can completely customize which tasks appear on the Move-in page, and if it’s a required or optional task. Required tasks must be completed before the move-in can be finalized. Optional tasks are those tasks that are recommended, but not required to complete a move-in.
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The Move-in page also provides a review of all essential information for the applicant who is about to move in. This page shows the lease dates, resident and unit information, a summary of deposits and rent payments due at move-in (prorated, if necessary), the monthly regular billing amount, specials included (if any), and the payment schedule.
The Move-in statement page looks very similar to the Move-in page. When everything is acceptable, you can now print the statement. The Move-in statement is not a required document.
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Chapter 5: Unit Offers and Move-Ins
Exercise: Completing a Move-In You’re now ready to complete Zoe’s move-in. 1.
From Zoe’s Applicant at a glance page, in the Actions column, click Move-in.
2.
In the Additional tasks section, click the Print move-in statement link.
3.
Review the statement carefully, and then click Print.
4.
Click Print again.
5.
When you are finished, click Close. The Print move-in statement task now has a green check mark indicating it is complete.
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6.
Click Move-in.
7.
You are not entering a deposit at this time, so click Move-in.
Before the move-in is complete, OneSite performs a final check on the household to make sure no changes have occurred since the household was originally certified. If changes have taken place, you cannot complete the move-in until the certification is recalculated.
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8.
In the Resident and Owner fields in the Signed dates section, type “07/31/2017.”
9.
Click Complete.
10.
Click Close. After completing the move-in, Zoe Schultz is listed as a current resident, and the Actions column now lists the actions appropriate for a resident. After the move-in is complete, the Scheduled Billing section at the bottom of the page is updated with the tenant’s monthly rent and subsidy charges. These charges are based on the move-in certification.
Do NOT make changes to the scheduled charge for rent. Rent for an Affordable household is determined by the current certification calculation. If the scheduled billing is incorrect, you must correct the certification on the Certifications tab. Scheduled billing is then updated automatically. 11.
To see the new rent items and when the full month charges will go into effect, in the Scheduled billing section, change the selection in the drop-down list from “Current” to “Future.”
12.
Click the Certifications tab. The Certification is now in Final status. In addition, the Reported column shows that the certification is scheduled to report on the 10/01/2017 HAP Request.
13.
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Click Close.
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Applicant to Move-In Process Review Before you continue, let’s review the steps for adding a household directly to the list of applicants on your waitlist, all the way to moving them in. 1.
Add the new household at the Applicant tab.
2.
Add member and financial information by using the Interview wizard, or you can add the information directly on the Summary and Financial pages. This includes printing, and mailing or faxing the verification letters.
3.
Offer the unit to the household, and then print and review a copy of the trial 50059 form.
4.
When you verify the member and financial information, update the verification letters. You can do this from the Letters & notices page, or use the Batch verify option at the household’s Applicant at a glance page.
5.
If the household accepts the offer, use the Respond to offer option and enter and review the lease term information.
6.
Print and approve the move-in certification, and then print the model lease.
7.
Complete the move-in by selecting the Move-in option and completing all required and optional tasks.
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CHAPTER 6
Manage Waitlists In the Introduction to Waitlists chapter, you learned how to add a new applicant directly to the waitlist and complete the Waitlist wizard. In this chapter, you’ll learn how to manage your applicant information by editing an application and auditing the waitlist. In This Chapter Editing the Waitlist Application.......................................................................................................... 92 Refusing an Offer ..................................................................................................................................... 94 Changing a Pending Offer to Another Unit .................................................................................. 95 Canceling an Accepted Offer and Reinstate to Waitlist ........................................................... 99 Voluntary Withdrawal .......................................................................................................................... 101 Waitlist Audit: Activity Tab ................................................................................................................. 103
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Editing the Waitlist Application Use the Edit waitlist application box to access the major information for waitlisted applicants. You can edit most of the information in this box after you add an applicant. Some fields cannot be changed, and some can be changed depending on the applicant’s status.
Changes to an applicant’s information affect the position on the waiting list, and might affect the waiting list(s) the applicant was added to.
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Exercise: Editing Waitlist Application Preferences There are currently several applicants waiting for a one-bedroom unit, and Adam Hudson is at the top of the list. This property uses a hierarchical preference scheme. When Adam was placed on the waitlist, he indicated that he was displaced and receives a very low income, ranking him first among all one-bedroom applicants. However, in the following exercise, Adam is no longer displaced, and you need to update his file accordingly. Let’s update Adam’s information and adjust his waitlist status. 1.
From the Applicants page, find Adam Hudson in the list of one-bedroom applicants, and then click the View link.
2.
Find the Waitlist application summary section in the middle of the Summary page, and then click the Edit button. This opens the Edit waitlist application box.
3.
Adam is no longer displaced, so clear the Displaced (government action or presidentially declared disaster) check box.
4.
Click Save.
5.
To return to the Affordable waitlist page, click Close.
6.
To update the waitlist, click the Refresh button. Adam Hudson now ranks third on the waitlist.
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Refusing an Offer When a waitlisted applicant doesn’t want to accept an offered unit, you must refuse the offer in OneSite. The default explanation that appears in the Offer response box is “The applicant refuses/rejects the unit offered.” Any additional explanation that appears in the box is determined by the Right of refusal in the waitlist settings of Waitlist setup. If an applicant refuses one or more offers, the applicant remains active on the waiting list. In this exercise, Chloe Warner decided not to accept the offer for a three-bedroom unit. Let’s learn how to reject an offer.
Exercise: Refusing an Offer From the Affordable waitlist page:
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1.
In the list of three-bedroom applicants, locate Chloe Warner and then click View.
2.
In the Actions section, click Affordable waitlist.
3.
Select Respond to offer.
4.
Select Refuse the unit.
5.
Click Save.
6.
Click Close.
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Chapter 6: Manage Waitlists
Changing a Pending Offer to Another Unit Stacey called to respond to our offer of a two-bedroom unit and reports that her situation has changed. We need to see if there are any three-bedroom units we can offer. Let’s learn how this is done:
Exercise: Checking for Available Units 1.
From the Affordable waitlist page, click the View units link for the two-bedroom units.
2.
Locate Stacey Carr, and then click View.
As you can see by her application status, Stacey Carr has an open offer. Let’s see if there are three-bedroom units available. 3.
Click Close.
4.
In the Available units section, click the View units link for the three-bedroom category. As you can see, there are several units that you can offer Stacey.
5.
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Click Close.
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Exercise: Canceling a Pending Offer In order to change the offer to another unit, you need to cancel Stacey’s offer for 04-404, and then offer Stacey unit 04-419. 1.
Locate Stacey Carr and click View.
2.
First, in the Actions section, click Affordable waitlist.
3.
Select Respond to offer.
4.
The Offer response box for the two-bedroom unit opens. When you are changing an offer to another unit, make sure to use the Cancel offer response rather than a Refuse the unit response. This prevents the change from appearing as a rejected offer and allows the applicant to stay active on the waitlist.
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5.
Choose Cancel offer.
6.
Click Save.
7.
Click Close.
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Chapter 6: Manage Waitlists
Exercise: Offering New Unit Now that you’ve canceled the offer for the old unit, let’s offer the new unit. 1.
In the Available units section, click the View units link for the three-bedroom units.
2.
In the Actions column, for unit 04-419, select the Offer unit to a household link.
3.
Locate Stacey Carr and in the Actions column, click Offer unit.
4.
For Effective date, type “09/30/2017.”
5.
Click Next.
6.
On the Household review page, click Next.
7.
Review the Program(s) & rent page, and then click Next.
The Pass over reason step only appears if the applicant you offer the unit to is not the first available applicant on the waitlist. This step is necessary because we need to offer the unit to the first applicant on the list. When you don’t do this, you must record the reason why you are passing over one or more applicant households. Even though Stacey is not at the top of the waitilist, for training purposes we will use a passover reason to finish the exercise.
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8.
In the Reason field, select “Income targeting.”
9.
Click Next.
10.
In the Response required by field, type “09/05/2017.”
11.
Click Generate offer letter.
12.
When asked to print the offer letter now, click Yes.
13.
Select Open.
14.
From the File menu, select Print.
15.
Click Print.
16.
To close the letter, from the File menu, select Close.
17.
Click Finish & view forms.
18.
Click the 50059 tab.
19.
Print and review the trial move-in certification.
20.
Stacey must accept the new unit offer before approving the move-in certification, so click Cancel. Stacey’s offer switches to the new unit, and when she accepts it, you can record that acceptance and complete her move-in. We will not do so at this time.
21.
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Click Close.
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Chapter 6: Manage Waitlists
Canceling an Accepted Offer and Reinstate to Waitlist In this exercise, you will cancel an accepted offer for Cameron Johnson because he can’t move in for another couple of months just yet. You will also reinstate him to the waitlist.
Exercise: Cancel an Accepted Offer and Reinstate to Waitlist 1.
From the Applicants tab, locate Cameron Johnson, and then click View. Because Cameron has accepted the offer, we need to first cancel the application.
2.
In the Actions section, click Cancel application.
3.
For Cancel reason, select “Canceled,” and then click Save.
4.
Enter the following information:
5.
Field
Data Entry
Status:
Future
Date:
10/01/2017
Activity type:
Phone call
Leasing agent:
Joan Mason
Result:
Future - Not needed for 60 days
Click Save.
A pop-up box provides the option to follow up with Cameron but we will not do so at this time.
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6.
Click Cancel. Cameron is now listed as a former applicant. Let’s make him an active applicant again.
7.
Click Undo Cancel application.
8.
For Reason, type “Returning applicant to active waitlist status.”
9.
Click Save. Cameron Johnson is now an active applicant on the waitlist.
10.
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Click Close.
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Chapter 6: Manage Waitlists
Voluntary Withdrawal Applicants often spend weeks or even months on a waitlist. During this time, circumstances may change and an applicant no longer wants to be on the waitlist. When the property contacts an applicant at the top of the waitlist and finds that the applicant is no longer interested in the unit, the property needs to remove the applicant from the waitlist. That’s the case with your top two applicants on the one-bedroom waitlist. Let’s learn how to withdraw them from the waitlist. Natalie Manning was contacted, and she has found residency at another Affordable property.
Exercise: Voluntary Withdrawal From the Affordable waitlist page: 1.
Locate Natalie Manning, and then click the View link.
2.
In the Waitlist application summary section, click Edit.
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3. 4.
Select the Application status drop-down list. In the drop-down list in the upper right corner, switch the status from “Active” to “Voluntarily withdrew.”
5.
In the Inactive date field, type “07/31/2017.” This field is used to record the moment the applicant became inactive.
6.
In the Time field, type “3:00 P.M.”
7.
To complete the change, click Save.
The Waitlist application summary section is updated with the new status. The Waitlist audit section of the Activity page is also updated.
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Waitlist Audit: Activity Tab The Waitlist audit section of an applicant’s Activity page automatically keeps track of all actions that change the status of a waitlisted applicant. These records must be kept to verify that you are following HUD’s requirement to keep an auditable record of waiting list changes.
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Exercise: Waitlist Audit: Activity Tab 1.
Let’s view the Waitlist audit section of Chloe Warner’s Applicant at a glance page.
2.
From Chloe Warner’s file, select the Activity tab. Three tabs are available in the Waitlist audit section: •
Application log: This records all actions that change the applicant’s waiting list status. The date and time are recorded, along with the old and new status, a description of the action, and the name of the person who was signed on to OneSite when the change was made.
•
Pass over log: This displays the records that are made when the applicant is passed over for an applicant positioned lower on the list. The record shows the date of the action, the pass over reason, the comment added, and the name of the person signed on to OneSite when the change was made.
•
Notes: This lists any notes that are manually added on this page. You can add notes to describe the situation, if necessary. To add a note, click the New button. You can’t edit or delete an existing note. If you add a note by mistake, add another note to explain the situation. To view an entire note, click the Edit link in the Actions column to the left of a note. The list shows the date and time each note was added. The Notes column shows the notes. The last column shows the name of the person who added the note.
3.
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To return to the Affordable waitlist page, click Close.
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CHAPTER 7
Annual Recertification Notices At the beginning of the month, there are several HUD processes that you should perform. These processes include managing your annual recertification notices to residents. In this chapter, you’ll look at how these notices are set up, created, and processed. You’ll also learn how to generate recertification notices in bulk and run the Next Annual Recertifications Report that lists the households that are due for recertification in a specified time period. In This Chapter Annual Recertification Notices ......................................................................................................... 106 Recording an Interview Date ............................................................................................................. 110 Recertifications Today Page Snapshot .......................................................................................... 111
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Annual Recertification Notices The Annual recertification notices page enables a key part of the annual recertification process. From this page, manage all of the recertification notice related activities to comply with HUD’s notification regulations. HUD requires that initial notices be issued at the time of the previous year’s certification. The initial notice specifies the deadline date (the tenth day of the eleventh month prior to the next annual recertification date) for delivery of all household financial information to the office for verification. When the deadline nears, the first reminder notice must be sent to the resident. Before you learn how to process recertification notices, let’s review the page.
Exercise: Annual Recertification Notices 1.
Select the Navigation menu button, and then choose Administration.
2.
In the left pane, under Affordable, click Processing.
3.
Click the Annual recertification notices link.
Making a selection from the Annual recertification shown drop-down list determines what appears on the page. Options are available for first, second, and third reminders. You can also list overdue households. The options are: •
120 day notice: Select this option to list the households due up to 145 days before the recertification due date. This is HUD’s first reminder notice.
•
90 day notice: Select this option to list the households due up to 100 days before the recertification due date. This is HUD’s second reminder notice.
•
60 day notice: Select this option to list the households due up to 75 days before the recertification due date. This is HUD’s third reminder notice.
•
31–60 days: Select this option to list the households due for annual recertification in 31–60 days.
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0–30 days - Due: Select this option to list the households due for annual recertification in 0–30 days. There is no 30-day reminder notice mandating by HUD, but you can create and add a custom notice to this list.
•
0–145 days: Select the option to display all annual recertifications for households due in 0–120 days.
•
Past due: Select this option to list all the households that are past due for recertification (the annual recertification date has passed and the household has not completed the process).
4.
In the Program field, ensure that Section 8 - TX011098877 is selected.
5.
In the Range drop-down list, select 120 day notice.
Notice that in the Actions column there is a More link. When you select this, the following options are available: •
Certify: Select this button to recertify the household.
•
Generate notices: Select this button to create and then print individual notices for each household listed.
•
Mark as interviewed: The purpose of this option is to indicate that all financial items have been received and no other notices are needed. When you mark someone as interviewed the system no longer generate letters.
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6.
Next to Latoya Landon in unit 02-213, click the More link.
7.
Select Generate notice(s).
After you generate the notice, the 120 day notice column displays the current date as a link. 8.
To print Latoya’s notice, click the Date link that now appears in the 120 day notice column.
9.
When asked if you want to print the letter now, click Yes.
10.
Select Open if you want to view or save this file. The First Reminder Notice is displayed as a Word document for you to print.
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11.
Scroll through the document.
If a certification questionnaire was set up, it is also provided. 12.
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You will not print the notice, so from the File menu, click Close.
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Recording an Interview Date In this exercise, let’s record the interview date of Kevin Ortiz.
Exercise: Record Interview Date 1.
From the Annual recertification notices page, in the Program field, ensure “Section 8 TX011098877” is selected.
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2.
For Range, select “90 day notice.”
3.
Beside Kevin Ortiz’s name, click the More link.
4.
Select Mark as interviewed.
5.
In the Interview date field, type “07/31/2017.”
6.
Click Save. The Interviewed column now shows the interview date.
7.
Close the Annual recertification notices page.
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Recertifications Today Page Snapshot Use the Recertifications snapshot to manage Annual Recertifications for Leasing & Rents—Affordable (Tax Credit) properties, Leasing & Rents—Affordable (HUD) properties, and Combo (combined HUD and Tax Credit) properties. The snapshot is a direct link to the Annual recertification notices page. It shows the number of certifications due for each category. The categories are based on a household’s next recertification date. The snapshot lists households whose income and asset information must be annually recertified in the next 30, 60, 90, and 120 days, and lists those households with past due recertifications. Before you begin, let’s review the Recertifications snapshot.
To manage recertification notices, click a number in an appropriate “days due” category. For example, clicking the past due number link opens the Annual recertification notices page and lists the residents whose recertifications are past due. Or, if you select the 0–30 days link, the Annual recertification notices page opens to the list of residents whose recertifications are due in 0–30 days. On the Annual recertification notices page, you can use the Range drop-down list at the upper-right corner of the page to switch to a different “day range” category (61–90 days, 31–60 days, and so forth). OneSite refreshes the list and shows the names of residents whose annual recertifications are due within the selected day range.
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Now let’s learn how to use the Recertifications snapshot to quickly find and process past due notices.
Exercise: Recertifications Today Page Snapshot 1.
Click the Navigation button, and then select Today.
2.
Under the Recertifications snapshot, click the Past due link.
3.
Change the Program to “Section 236.”
Although she was interviewed, the Past due list shows that Dorine Williams’ 04/01/2017 Annual Recertification was never processed. You will learn how to process an annual recertification in the next chapter. 4.
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Annual Recertifications In this chapter, we will review the Resident at a glance page and the Certifications page. You will learn how to manage income, assets, and expenses from the Financial tab, add and complete an annual recertification, and view future scheduled billing. In This Chapter Resident at a Glance Page Review .................................................................................................. 114 Managing Income, Assets, and Expenses..................................................................................... 117 Certifications Page Review ................................................................................................................. 130 Annual Recertification .......................................................................................................................... 132
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Resident at a Glance Page Review The Resident at a glance page is very similar to the Applicant at a glance page, but has actions specific to residents such as renewals and move-outs. Additionally, the available actions vary depending on the status of the resident (current or former).
a) Heading: This shows key items of information that are always visible as you work with an applicant or resident: the status, balance, current charges, and the total amount of deposits held for the household. If the household has unpaid charges, “Balance is due” appears to the right. b) Tabs: Several tabs allow you to view and update household information. Information entered on the person’s guest card was added to the applicant record and is now maintained in the resident record. The following information briefly describes the tabs: •
Summary: This lists household members, lease summary information, and scheduled billing transactions. Use this tab to edit a household member’s contact information and add new members, view or change the basic terms of the lease, manage all the household’s regularly scheduled billing items, and manage the household’s rentable items.
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Lease details: This provides lease detail information, including utilities and fees. If you use LeasingDesk Screening or another integrated screening product, use this tab to view screening history or start the screening process to re-screen or screen new household members.
•
Certifications: This lets you manage all certification activity for the household. The page includes the household’s current certification highlights along with a list of all prior certifications. The Certifications tab gives access to view or print a summary or the 50059 form for any listed certification.
•
Financial: This lets you manage a household’s financial information so the correct information about incomes, assets, and expenses is available for each certification.
•
Ledger: This lets you access the resident, accounting, deposits, and in process ledgers. When viewing the deposits ledger, you can generate and print an interim account statement (IAS) that reflects the current balance of the resident and deposits ledgers.
•
Miscellaneous: This provides options to grant leasing and maintenance personnel permission to enter the unit when the person is not home, to register vehicles and pets, and to add assignable items to the household.
•
Letters & notices: Use this tab to create standard letters and notices for the household.
•
Docs: If you are using Document Management at this property, this tab is available. Use the Docs tab to review and manage the documents and packets for this household.
•
Follow-up: This allows you to schedule follow-up contacts or meetings with the resident. The table lists the current contact follow-up schedule to help you schedule new appointments and add notes to describe the reason for the meeting.
•
Activity: This lists all the household activities. Two types of activities are recorded here. System-generated activities, such as move-ins and move-outs, are automatically recorded on the activity list. User-added activities allow you to record contacts with an applicant or resident, such as meetings or telephone calls.
•
FAS: This tab is available after an applicant cancels or is denied the lease application or after a resident moves out (the cancel/deny application or move-out action is recorded in OneSite). This tab lists the resident journal, plus each subjournal that requires a final account statement (as defined in setup). Use this tab to view final account statement history and to manage final account statements (close, undo edit, view, and so on).
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c)
Actions: In the Actions section on the left side of the page, select any one of the options to start an action for the selected person. The available selections are determined by the person’s status. Most of these options are shortcuts to pages that can also be accessed using the tabs mentioned previously in this topic. •
For current residents, you can process renewals and move out or transfer residents, add rentable items to scheduled billing, enter transactions, reverse transactions in bulk, view the ledger, log activities for the household, certify/recertify the household, view verifications, and verify by batch, among other processes.
•
For former residents, you can view final account statements, view the resident ledger, reopen the account, and log activities.
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Managing Income, Assets, and Expenses All financial items fit into one of three categories: income, assets, and expenses, and are recorded for HUD properties. Financial records must be retained for a minimum period of time. Do not delete inactive financial items unless the expiration date is at least three years old. Expired records must be kept for HUD auditing and for any retroactive actions you may need to create. If you are uncertain about when it is safe to delete old records, contact your Contract Administrator (CA) or HUD field office for guidance. OneSite lists all current financial items on the Income, Asset, or the Expense tabs of the Financial page. Items with history records or future change records are clearly indicated.
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Adding Financial Information Adding new financial information, such as changes to a savings account amount or a prescription expense, is easy. Select the tab for the type of item (income, asset, or expense), and click the New button above the list. Choose the member’s name (unless it is a one-person household) and make sure that the start date for the financial item is correct. Then, choose the source and type of income, asset, or expense. When you enter the amount, and OneSite calculates the total amount on an annual basis. The verification letter box opens to select the verification letter recipient. (You can add a new recipient, if necessary.)
Editing Existing Information If an existing financial item, such as Social Security income amounts is changing, and is reported in a timely fashion for a recertification, make the necessary changes so that the new certification includes the correct information. The new information is added as a future record and the original amount is saved as a history record when the new amount becomes effective. You can also edit an existing item to show a change that happened in the past by creating a correction certification. HUD regulations require that you create a correction certification when you discover that a past item was reported incorrectly. Correction certifications are reported on the next HAP Request in order to make the necessary adjustments to the next HUD payment.
Making Financial Information Inactive If the selected financial item is no longer in effect, enter the last day it was effective. For example, a household member lost a job on October 28, and no longer has employment income. You’ll process an Interim Recertification for 11/01/2017, and make the income inactive as of the date, 11/01/2017. This is the first day you are NOT including the income on a recertification. OneSite then calculates the household rent without including the item. Any certification processed on 10/31/2017 or earlier includes the income.
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Financial Information Table Before you practice processing certifications, let’s review some common scenarios when updating financial information, and the proper actions to take. Scenario
Action to Take
New financial item is not on the list.
Click Add, add the financial item, and then process the new certification.
New financial item was added by mistake,
Select the item and then click Delete. Correct the
and it has not appeared on a certification,
certification, if needed.
or it appeared on a certification, but has not been reported on a HAP yet. New financial item was added by mistake,
You cannot delete this financial item. Select the
and it has been reported on a certification. item, and then click Inactivate. Enter an inactive date equal to the start date. Process a correction to the certification it appeared incorrectly on. Financial item is listed and reported on a
Select the item, and then click Edit. Enter the new
certification, but the household has
amount, change the date, and save the item. The
reported an increase or decrease to the
new item is listed on the future page. Process a
item.
certification (such as an Annual or Interim) to report the new amount.
Financial item is listed and reported on a
Select the item, and then click Inactivate. Enter the
certification, but the household no longer
date the item became inactive (typically the
has the financial item.
certification effective date). Process a new certification (such as an Annual, or Interim) to report the change.
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Financial item is listed as inactive, but the
You have two choices. You can select the item, click
household has reinstated the item.
Activate, and enter the date the item was made active again, or you can add the item again by clicking Add and entering the item again from scratch. Then, process the certification.
Scheduled billing does not match the
You may need to “Complete” your certification, or
certification, and the certification has not
the effective date of the certification possibly did
yet been reported on a HAP.
not occur.
Your scheduled billing/HAP Request does
If the certification has not been reported, edit and
not reflect changes you made to financial
complete the certification. If the certification has
information.
been reported, process a correction for the certification.
A financial item is listed twice on a
On the resident’s Financial tab, locate the financial
certification.
items, and then delete the duplicate or change the old information to inactive.
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Updating Financial Information The Financial page has three tabs: Incomes, Assets, and Expenses. When the Financial tab is selected, the Incomes list appears, showing all items that are currently active. You can also select from a drop-down list to view inactive incomes, or both active and inactive status incomes. Let’s open resident Denise Dube’s Financial page and review the features.
Exercise: Updating Financial Information 1.
From the Residents page, find Denise Dube in unit 04-413, and then click View.
2.
To access Denise’s income, assets, and expenses, select the Financial tab. The Financial page opens with the Incomes tab selected.
The tabs are: •
Incomes: Use this to manage a household’s income so certifications are calculated correctly. Enter new income and change existing income on this page. If a past income change was reported late, add it on this page, too, so a retroactive certification can be created. When a member loses a source of income, assign an Inactive status. If that member returns to the same job, reactivate the income. Verification letters for specific income can be viewed or edited from this page. You can delete income entered by mistake if it has not yet been reported.
•
Assets: Use this to manage a household’s assets so certifications are calculated correctly. Enter new assets and update existing assets from this page. If incorrect information was added, and not yet included on a certification, you can delete it. When an asset no longer exists, apply Inactive status. If incorrect information has been reported, you can correct the amount and make the original record inactive so it won’t be reported again. Verification letters for assets can be viewed or edited from this page. You can delete an asset entered by mistake if it has not yet been reported.
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•
Expenses: Use this to manage a household’s expenses so certifications are calculated correctly. Add new expenses and edit existing expenses at this page. If a particular expense stops, assign an Inactive status (for example, child care expense eligibility ends because the parent temporarily loses a job). If that expense resumes at a later date, it can be reactivated, or you can add a new expense. Households are only eligible for expenses if members meet specific guidelines. Each expense must be listed and remain on record even after it is no longer active, so an auditor can review the financial situation for any past or current household. A household’s income total is adjusted by expenses along with other allowances.
The top of the page displays the household residency status, any current balance due, the current monthly charges and deposits that are on hold. Above the list, you can choose to view active expenses (this is the default view), inactive expenses, or both. Each of the Incomes, Assets, and Expenses tabs provide the following features: •
New: Select this button to add a new income, asset or expense.
•
Edit: Use this link to update an income, asset, or expense if the information has changed.
•
More: Click this link to select additional actions: •
View change details: Use this option to manage all the records generated for this financial source. You can also click the date link in the Effective date of change column to open the Change details box.
•
View verification letters: Use this option to manage the verification process for the selected financial item.
•
Make inactive: You can apply an Inactive status to the selected Active financial source (if the source of income ends).
•
Make active: You can apply an Active status to the selected Inactive financial source.
• •
Delete: You can only delete a financial item if it has not been reported.
Effective date of change: Click this link to open the Change details box. From here you can: •
View the history of all the changes that have been made to an income source
•
Edit a record
•
Apply Inactive status to a record (to prevent it from being reported again)
•
Apply Active status to a record (so it can be reported again)
•
Delete a record that was added incorrectly (only available if the record has not been included on a certification)
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Exercise: Updating Financial Information It’s time to process Denise’s annual recertification. You’ve completed her interview and collected her current financial and household information. You’ve found that there’s been a change to her income and checking account, but she has no expenses to claim. Using the Financial page, you’ll update her financial information starting with her income, and then process her annual recertification. Let’s proceed with updating Denise’s Target income. 1.
From the Financial page, ensure that the Incomes tab is selected.
2.
In the Actions column, click Edit. Typically, when you edit an income, asset, or expense record, the only items that change are the Effective date and the Amount fields. If you are updating the item for a new certification, it is VERY important that you enter the new effective date (usually the effective date of the certification you are processing). The only time you would NOT change the effective date would be if you are correcting a certification. Otherwise, if you update the amount but keep the same effective date, the new amount overrides the previous record, and the item’s history is lost. However, if the financial item is included on a certification, a record is kept in the View change detail page.
3.
Enter the following information: Field
Data Entry
Start date:
10/01/2017
Source of income:
Target
Compute annual income
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Hourly wage:
11.00
Hours per week:
40.00
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4.
When you are finished, click Save. OneSite prompts you to select the recipient so you can queue the income recertification letter.
5.
In the Recipient drop-down list, ensure that Target is selected.
6.
Click Save.
After saving changes to member or financial information, the Required action box displays any existing certifications that “may have been impacted” by your changes. If no more changes are required for the household at this time, clicking Certify opens the Certify wizard so that you can calculate a new certification. Make sure the certification effective date is appropriate to the date of the information change (if the change means a household rent increase, make sure to allow for the required 30-day notice). The Print button allows you to print a copy of this page and save it as a reminder if you want to make your changes later. The View and More links provide the same options available at the Certifications tab.
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Updating financial information includes changing most information for an existing member: name, relationship, residency date, all demographic information, and any item on the Household information page. It also includes activating or inactivating a member and adding a new household member. 7.
Because you require more changes to the financial information, click Cancel. A check mark in the asterisk (*) column indicates that a record for a future-effective change was added for this income source.
8.
To review the income history and see the income you just added, click the More link.
9.
Select View change details. This opens the Income change details page.
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Viewing Change Details OneSite lists the changes in effective date order with the latest change listed first. The start and end dates show the effective date range of each financial record. A blank End date indicates the item is still in effect and will be included in the calculations for the next certification, if the status is Active.
The Status column shows the record’s current status: Active or Inactive. Active (future) items are set to become effective on a future start date. The current item is automatically given an end date when the future record is entered. The system gives an end date that is one day before the start or change date of the future item. The First certification date & type column shows the first certification that included the financial record. If you see N/A, the next time a certification is calculated for the household, the item will be included on the certification if its effective date falls on or before the certification effective date.
Exercise: Viewing Change Details
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1.
From the Income change details page, you will not make any changes, so click Close.
2.
You will update Denise’s asset information next, so click the Assets tab.
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Making an Item Inactive Use the Assets page to manage a household’s assets so that certifications are calculated correctly. You’ll enter new assets and update existing assets from this page. If incorrect information was added, and not yet included on a certification, you can delete it. When an asset no longer exists, apply an Inactive status. If incorrect information has been reported, you can correct the amount and make the original record inactive so that it isn’t reported again. You can view or edit Verification letters for assets from this page. You can delete an asset entered by mistake if it has not yet been reported.
Assets are always associated with a specific household member. Assets must remain on record after they are no longer active so that auditors can review the past financial condition of the household. Save the records of all Inactive items for at least three years.
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Exercise: Making an Item Inactive Denise currently has two assets: a checking account and a certificate of deposit (CD). She has cashed in her CD, and her checking account has increased. Let’s update her asset information to reflect these changes. First, since she no longer has the CD, you need to make it inactive. 1.
From the Assets page, in the Actions column for the CD, click the More link.
2.
Click the Make inactive link.
3.
For Date to make record inactive, type “09/01/2017.”
4.
Click Make inactive.
5.
In the Required action box, click Cancel. At the Assets page, notice the CD is still listed, but it has a check mark to indicate that a record with a future effective date was added.
6.
To view the change for the CD, click the Effective date of change date link.
7.
To return to the list of assets, click Close. You also need to update Denise’s checking account. Remember, since she still has the checking account but has a different balance, you simply need to update the item.
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8.
In the Actions column for the checking account, click Edit.
9.
Enter the following information: Field
Data Entry
Start date:
10/01/2017
Balance:
7,200.00
10.
Nothing else changes, so click Save.
11.
For the verification letter, select the “Verification of assets” letter.
12.
For recipient, select “Wells Fargo Bank.”
13.
Click Save.
14.
In the Required action box, click Cancel.
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Verification Letters Let’s print Denise’s financial verification letters and record the information.
Exercise: Verification Letters 1.
From the Letters & notices page, in the Actions column, find the current Target letter.
2.
Click its Check status link.
3.
To print the letter, click Yes.
4.
Select Open. Normally, you would print the letter, but you will not do that in class.
5.
Close the letter so that you can enter the mailed/faxed date.
In the Enter mailed/faxed date box, you’ll notice that OneSite defaults to the current system date and gives you the opportunity to enter a date. 6.
Type “07/31/2017” and then click Save.
7.
Likewise, click the Check status link of Wells Fargo.
8.
Click Yes.
9.
Select Open. You have the option to print the letter from here. For now, let’s close the letter.
10.
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Type “07/31/2017” and then click Save.
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Certifications Page Review Denise Dube’s unit has a 10/01/2017 annual recertification that is ready for processing. This activity is done through the Certifications page. Before we start, let’s open Denise’s Certifications page and review its features.
1.
Select the Certifications tab. Use the Certifications page for managing all certification activities. The top of the page has the highlights of the household’s current certification along with a list of all prior certifications, and access to view or print a summary or the 50059 form for any listed certification. It also includes the date and major calculations. At the top of the page, you can see the next annual recertification date and the View notice dates link, which allows you to view and edit the annual recertification notices creation dates and the interview completion date. Use the Deposit payment schedule link in this section to enter a payment schedule if a new resident cannot pay the entire deposit amount at the time of the move-in. Change 2 of the 4350.3 requires that a deposit payment schedule must appear in Paragraph 8 of the model lease. You can access this schedule later at the household’s Certifications tab, if changes are necessary. You can add any number of payments to reach the total amount due.
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At the bottom section of the page, there are three tabs available for working with certifications: •
Certifications: This displays a list of every certification on record for the household. It includes all the information located in the image above plus the date of the HAP Request and the TRACS file that first reported the certification. Using the filter, you can filter the list to include only trial certifications, only approved certifications (certifications that are ready to be completed/signed), or only final certifications (completed/signed certifications that are reported or ready to be reported on a HAP Request). The following options are available on this tab: •
Use the Certify button to add new certifications using the Certify wizard.
•
Use the Print button to view and print the information shown on the Certifications page in a report format.
•
View and print the Certification summary or the 50059 form, worksheet, and lease.
•
Approve and complete pending certifications.
•
Edit (recalculate) or delete unreported certifications.
•
Create correction certifications (for certifications reported incorrectly).
•
Change the reported dates of reported certifications.
•
Change the date of an unreported move-in, move-out, or unit transfer certification that was entered incorrectly.
•
Audit history: This provides a list of final certifications designated as audited. If the audit information is incorrect, delete the record here, and then add a new one from the Certifications tab.
•
WIP: When two certifications exist for the same date, the WIP tab shows the most current working version of the certification. It can show the current certification, a previously approved version, or both in a side-by-side comparison. Certifications only appear on this tab if an Approved status certification is edited.
2.
Remain on this page. Now that you’ve reviewed the Certifications page, let’s learn how to use it to process Denise’s annual recertification.
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Annual Recertification The manager of an Affordable property must make sure that all residents comply with regulations governing eligibility for the program in effect. For most contracts, the manager is required to recertify residents as changes occur. However, even if nothing happens to affect a household’s status, annual recertification must still take place.
Exercise: Annual Recertification In this exercise, you’ll use the Certify wizard to start processing a trial annual recertification for Denise Dube. 1.
From the Certifications tab, click the Certify button.
This opens the first step of the Certify wizard. If there are any certifications that have an effective date later than the certification being processed, a message alerts you and a View link appears beneath the Effective date field. Click the link to open a listing of certifications that may require action when you’re completing the Certification wizard. To close the certification list, click Close.
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2.
For Certification type, select Annual recertification.
3.
For Effective date, type “10/01/2017.”
4.
Click Next.
This opens the second step of the Certify wizard. As you can see, even though you have printed and mailed the verification letters, Denise’s new financial information is not verified. Depending on your user rights, you may not be able to complete the certification until you verify the information. 5.
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Review the information on the Household review page, and then click Next.
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Selecting a Program When you’re completing an annual recertification, the Program(s) & Rent page shows you the new rent and lets you check for any new messages.
Now that you’ve reviewed Denise’s household information, you’re ready to review the Program(s) & Rent page and generate the trial annual certification.
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Exercise: Selecting a Program 1.
In the Program(s) & rent page, review any messages, and then click Finish & view forms.
2.
Review the Certification summary page, and then click the 50059 tab.
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3.
Select the Lease tab.
4.
To add a lease amendment, click New.
5.
Select HUD lease amendment, and then click Save. The lease amendment is added to the list.
6.
In the Actions column, select the Check status link.
7.
Click Yes to print the lease amendment.
8.
Select Open.
9.
From the File menu, select Print.
10.
Click Print.
11.
Close the document. You are returned to the Lease tab. Because you have not verified the financial information yet, you are not ready to approve the recertification.
12.
Select Cancel. The trial certification is now listed on the Certifications page.
Check each certification carefully before assigning Approved and Completed status. With Final status, the certification will be reported on the HAP Request and sent to HUD in the next TRACS file. In other words, when a problem exists, correct it BEFORE it is reported to HUD.
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Verifying Financial Information Denise’s verification letters have come back, so you are now ready to verify her financial information and complete her annual recertification.
Exercise: Verifying Financial Information 1.
Click the Letters & notices tab.
2.
For the Target letter, click Verify.
3.
The amount is correct, so click Save.
4.
Enter a Verified date of “07/31/2017.”
5.
Click Save. The income is now Verified within OneSite.
6.
For the Verification of assets letter, click Verify. We’ve determined that we need to update Denise’s balance from $7,200.00 to $7,300.00.
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7.
Enter the following information: Field
Data Entry
Start date:
10/01/2017
Balance:
7,300.00
Annual income from asset [Selected]
Per period:
10.00
Periods per year:
1
8.
Click Save.
9.
Enter a verified date of “07/31/2017.”
10.
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Amount/period:
Click Save.
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Completing the Certification Let’s complete the annual recertification. The amount in Denise’s checking account was changed, so before you complete the annual recertification, you need to recalculate it to reflect the new amount. Note that you can recalculate (edit) this recertification because the annual recertification is not completed or reported to HUD.
Exercise: Completing the Certification 1.
Select the Certifications tab.
2.
In the Actions column for the 10/01/2017 annual recertification, click the More link.
3.
Select Edit. This opens the Certify wizard.
4.
The General information page is correct, so click Next.
5.
On the Household review page, verify that the checking account reflects the new amount of $7,300.00.
6.
Click Next.
7.
On the Program(s) & rent page, click Finish & view forms.
8.
Review the Certification summary, and then click the 50059 tab.
9.
Review the trial version of the annual recertification.
10.
Click Approve. A final copy of the annual recertification is presented.
11.
Print the annual recertification.
If you had already printed a lease or lease amendment before correcting the recertification, you would need to generate and print a new lease as well.
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12.
Click Close. The recertification now shows a status of Approved.
13.
To complete the annual recertification, select the More link.
14.
Select Complete. The Complete certification page opens.
15.
In the Resident and Owner fields, add the HUD signature date of “07/31/2017.”
16.
Click Complete. The annual recertification for 10/01/2017 is now listed with a status of Final. The Reported column shows that the certification will be included on the 10/01/2017 HAP. The TRACS date is updated when you send the certification to TRACS.
After you process a trial or approved recertification, if any changes are made to household or financial information, you MUST edit the recertification to reflect the changes.
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Viewing Future Scheduled Billing Now that you’ve recertified Denise’s annual recertification, let’s verify that your new rent and subsidy amounts are recorded in scheduled billing.
Exercise: Viewing Future Scheduled Billing 1.
Click Denise Dube’s Summary tab.
Observe the Scheduled billing section. Notice that it is set to display current billing charges of $426.00 monthly rent and $199.00 subsidy rent. 2.
From the rightmost Subj drop-down list, select Future.
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CHAPTER 9
Transfer Certifications This chapter continues certification processing and shows you how to process transfers. You process transfer certifications when a resident wants to move to a different unit. If the unit transfer coincides with any other household changes (due to financial or member status changes), it normally requires a recertification, interim or annual, depending on the date. A transfer certification may involve a transfer to: •
A unit under the same contract
•
A different contract of the same contract type
•
A different contract type: Depending on the situation, this can be an initial or a termination certification
•
A conventional unit: This requires a termination certification for a household that was formerly covered by a HUD contract.
In this chapter, you’ll learn how to perform transfers. In This Chapter Transfers .................................................................................................................................................... 144 Transfer Request .................................................................................................................................... 145 Transfer Certifications .......................................................................................................................... 148 Minimum Rent Rule .............................................................................................................................. 149 Unit Transfer Recap ............................................................................................................................... 151
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Transfers In this lesson, you’ll learn how to perform a transfer request. For properties using the Affordable waitlist, the transfer request process is very similar to the process of putting an applicant on the waitlist. Before you can complete a transfer for a current resident, you must place a resident on the affordable waitlist, make an offer to the resident for the new unit, and enter an acceptance. For properties that choose to set up a security deposit calculation, OneSite calculates a new deposit based on household and financial data during the transfer process. After completing the transfer, the original required deposit amount is updated with the newly calculated deposit amount. Based on HUD regulations, if you use this setup, you must refund the security deposit from the old unit when collecting the security deposit for the new unit.
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Transfer Request In this exercise, our resident Julie Garafolo wants to transfer to a two-bedroom unit because her son now lives with her. For training purposes, her son has already been added as a member to the household. Let’s create a transfer request for Julie Garafolo. She will be transferring from unit 02-212 to 01-115.
Exercise: Transfer Request 1.
Select the Navigation menu button, and then choose Residents.
2.
From the Residents page, find Julie Garafolo in unit 02-212, and then click View.
3.
In the Actions section, click Move-outs/Transfers.
4.
Select Transfer request. For training purposes, you need to edit the application date and time.
5.
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Click the Manually enter application date link.
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6.
For Application date, type “07/31/2017.”
7.
Leave the default time unchanged.
8.
The remaining contact information is correct, so click Next.
9.
On the Household information page, enter the following unit information: Field
Data Entry
First choice:
2 bedroom
Date needed:
07/31/2017
10.
Click Next.
11.
In the Quick qualify page, type “0” in all required fields.
12.
Click Test.
13.
Review the HUD programs Julie is qualified for, and then click Next.
14.
For preferences, make sure Existing resident transfer and Income—Extremely low are selected.
15.
Click Next.
Review the information carefully to make sure it’s accurate. Typically, you would print the application summary and give it to the resident. The summary includes all the information the resident needs to complete the interview for the unit transfer certification. We will not print this in class.
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16.
Click Finish.
17.
Click OK. Note that after entering the transfer, Julie is still a resident in her current unit at the Residents tab, and is also on the waitlist at the Affordable waitlist page.
18.
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Click Close to return to the Residents page.
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Transfer Certifications Julie Garafolo is ready to transfer to unit 01-115. The first thing you need to do is offer the new unit to Julie.
Exercise: Transfer Certifications 1.
From the Applicants page, in the Available units section, locate the two-bedroom units and click the View units link.
2.
For unit 01-115, click the Offer unit to a household link. Julie Garafolo is at the top of the list.
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3.
In the Actions column, beside 01-115, click Offer unit.
4.
In the Effective date field, type “07/31/2017.”
5.
Click Next.
6.
Review the Household review page, and then click Next.
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Minimum Rent Rule On the Program(s) & rent page, notice that in the Messages section there is a warning about the minimum rent rule. Julie is claiming zero income, but under HUD regulations, she must pay a minimum TTP of $25.00 or be granted an exception.
Here, you can see that OneSite automatically applied the minimum rent rule.
Exercise: Minimum Rent Rule 1.
OneSite automatically applied the minimum rent rule, so click Next.
2.
At the Offer letter page, type “07/31/2017.”
3.
Click Generate offer letter.
4.
Click Finish & view forms.
5.
Review the Certification summary. You must first accept the offer before you can approve the transfer certification and generate a final copy.
6.
Click Cancel.
7.
On the Available units box, locate the offer for Julie Garafolo, and then click Respond to offer.
8.
Select Accept the unit.
9.
In the Reason field, select the transfer reason “Transfer due to change in household composition.”
10.
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Click Save.
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11.
Close the Available units box.
12.
On the Applicants page, filter the list by two-bedroom units. Julie Garafolo now shows a pending offer P (01-115) in the Status column.
13.
In the Actions column, click View.
14.
You must approve the trial interim certification before you can complete the transfer. Click the Certifications tab.
15.
Beside the trial interim certification, click More.
16.
Select Approve.
17.
Click the 50059 tab, and review and print the certification, as needed.
18.
Click Approve & close. You can now complete the transfer.
19.
In the Actions section, click Move-outs/Transfers.
20.
Select Transfer now.
21.
To complete the transfer, click Save.
22.
In the Resident and Owner signed fields, type “07/31/2017.”
23.
Click Complete.
24.
Click the Certifications tab. Notice that there are two certifications listed for the transfer date. The UT-OUT certification is used to report the transfer from the old unit. The interim recertification reports the new unit information, including the addition of her son to the household. Both certifications are used to make the appropriate HAP adjustments and update TRACS.
25.
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To return to the Applicants page, click Close.
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Unit Transfer Recap Now that you’ve completed a unit transfer, let’s take a moment to review the steps: •
If the transfer coincides with an additional household member or changes to financial information, update the member and financial information.
•
Complete a transfer request. This places the resident on the appropriate waitlist.
•
Offer the unit to the household.
•
Enter an acceptance of the offer.
•
Complete the transfer by selecting the Transfer now option.
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CHAPTER 10
Interim Certifications When a change in family composition or financial information occurs in a subsidized household, residents must immediately report this change, and you must process the appropriate certification. In this section, we will help you learn the steps to successfully process an interim certification that involves demographic changes in a subsidized household. In This Chapter Updating Household Information ................................................................................................... 154
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Updating Household Information Let’s update a household’s demographic information.
Exercise: Updating Household Information Melissa Maynes’ daughter turns 18 tomorrow, but she’s a full-time student. You need to change the student flag, and then process an interim recertification.
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1.
From the Residents page, find Melissa Maynes’ record, and then click View.
2.
In the Contacts section, locate Nicole Maynes, and in the Actions column, click Edit.
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3.
Select the Demographics tab.
4.
Enter the following information: Field
Data Entry
Effective date:
08/01/2017
Student?:
[Select]
Full-time:
Yes - Attending higher education
School:
Hesser College
Graduation:
06/03/2021
* Exception:
[None]
* The exception is for students who are also the head of household. 5.
When you are finished, click Save.
6.
In the Required action box, click Cancel.
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Adding Income Before you process this household’s interim certification, you need to also update financial information. Nicole is working part-time while in college, so you need to add her income. Let’s do that now.
Exercise: Adding Income 1.
While still viewing Melissa’s record, click the Financial tab.
2.
Click New.
3.
Enter the following information: Field
Data Entry
Household member:
Nicole J Maynes
Start date:
10/01/2017
Source of income:
Hesser College
Type of income:
Non-federal wage
Hourly wage:
8.00
Hours per week:
20
4.
When you are finished, click Save.
5.
In the Verification letters box, click Cancel.
6.
In the Required action box, click Cancel.
Notice that Nicole Maynes’ income is added.
Normally at this point you should generate, print, and mail Income Verification letters and record their replies. We are skipping these steps in this exercise to save lesson time. In practice, you should always perform these steps.
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Processing the Interim Certification You can now process an Interim Certification for this household.
Exercise: Processing the Interim Certification 1.
From Melissa’s record, select the Certifications tab.
2.
Click Certify. This starts the Certify wizard.
3.
In the Certification section, enter the following information: Field
Data Entry
Certification type:
Interim Recertification
Effective date:
09/01/2017
4.
Click Next.
5.
Review the Household information page and verify the new information you entered is listed. Notice also that Nicole Maynes’ income has been capped at $480.00. This is in accordance with HUD regulations for counting income for full-time students.
6.
Click Next.
7.
Review the Program(s) & rent page.
8.
When you are finished, click Finish & view forms.
9.
Click Approve.
10.
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Review the Certification summary.
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11.
Click the 50059 tab, and review the certification. For training purposes, you will not print the forms.
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12.
When you are finished, click Close.
13.
You are returned to the Certifications page. The certification is now listed as Approved.
14.
To complete the certification, select the More link.
15.
Choose Complete.
16.
Type “07/31/2017” as the signed dates for the resident and the owner.
17.
Click Complete.
18.
To exit this household’s file, click Close.
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CHAPTER 11
Move-Outs When it’s time to move out a resident, you need to record information that captures details of the period ranging from the resident’s initial notice to their final move-out. With OneSite, you can enter projected move-out dates, move-out reasons, forwarding addresses, future eligibilities, prorated rents, and other details. If a move-out is entered by mistake, OneSite also lets you undo the action as long as it’s within the current accounting period and if the move-out certification has not yet been reported on the HAP or to TRACS (Tenant Rental Assistance Certification System). In this chapter, you’ll learn how to distribute or cancel move-out notices, print move-out statements, and complete move-outs.
In This Chapter Notice to Move Out .............................................................................................................................. 160 Move-Out Statement ........................................................................................................................... 165 Completing a Move-Out ..................................................................................................................... 167 Canceling a Notice to Move-Out .................................................................................................... 170
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Notice to Move Out Scheduling a move-out begins by entering the resident’s notice information on the Give notice page.
Amy Fitzgerald has stopped by our office and told us she’s going to move out. Let’s take a closer look on the Give notice page we’ll use to record her move out information.
Exercise: Notice to Move Out
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1.
From the Residents page, locate Amy Fitzgerald in unit 02-216 and click View.
2.
In the Actions section, click Move outs/Transfers.
3.
Select Give notice.
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The Give notice page provides the following fields for gathering information: •
Lease end: This is the end date of the current lease. It cannot be changed here.
•
Notice given on: Enter the date the resident is giving notice. The current property date is displayed, but you can change it.
•
Notice given for: Enter the resident’s scheduled move-out date.
•
Category of move: For Affordable properties, the category of move cannot be changed.
•
Reason for move: Select the reason that best describes why the resident decided to move out. The reasons in the drop-down list are based on HUD’s 4350.3 regulations.
•
EIV discovery: Click the checkbox if the certification involved is being created due to a discovery within the EIV (Enterprise Income Verification) system. The EIV system is a web-based system that holds employment and income information of individuals who participate in Affordable housing programs.
•
Override expected ready for move-in date: Select this check box to override the date.
•
Expected ready for move-in date: This is the unit’s expected ready for move-in date; it is the latest date the unit must be turned and made ready for occupancy. OneSite calculates this based on the number of Turn days (from the floor plan) and the Notice given for (or move-out) date. To calculate the Expected ready for move-in date, the system begins counting turn days the day after the move-out date. It can exclude Saturday and Sunday in the count, based on Turn day settings in property setup. The day after the last counted day is the expected ready for move-in date for the unit.
•
Forwarding address: To enter the person’s forwarding address, click the Main St button, and then enter the new address. Skip this information if it is unavailable at this time.
Let’s begin a move-out for Amy Fitzgerald by entering her notice information. You’ve already opened Amy’s Give notice page, so let’s continue from there.
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4.
From the Give notice page, enter/verify the following notice information: Field
Data Entry
Notice given on:
07/31/2017
Notice given for:
09/30/2017
Category of move:
HUD
Reason for move:
Tenant initiated
*Forwarding address Country:
United States
Address 1:
296 Walter St
City:
Augusta
State:
ME - Maine
ZIP:
04330-4620
*Click the Main St button, enter the information, and then click OK. OneSite performs an address match, and if the address entered does not match an address in the database, you are asked to confirm the address by clicking the Use this address button for the address you just entered.
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5.
Click Save.
You now have the option to send the resident an email notification and let them know the notice processed. Note that a resident’s email address automatically appears in the To line if it was entered in the system.
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6.
You are not going to send an email message, so click Cancel.
Notice that the Lease summary section now shows that notice was given, and the resident’s status is updated. 7.
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To return to the Residents page, click Close.
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Move-Out Statement Abigail Perkins has vacated unit 4-412, and has come by the office to drop off her keys. She has asked for a copy of her Move-out statement, so before we complete her move-out, let’s print one for her.
Exercise: Move-Out Statement 1.
From the Residents page, instead of locating Abigail by name or unit, let’s filter the list by clicking Pending move-outs.
2.
Locate Abigail Perkins, and then click View.
3.
In the Actions section, click Move-outs/Transfers.
4.
Select Print move-out statement.
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The Move-out statement displays. After a resident gives notice to move out, use this page to print the move-out statement, and then give it to the resident. This page shows the projected move-out date and details of the resident’s lease information (including the reason for move-out), unit information, the deposit total on hand, and a summary of the prorated rent due. 5.
To print the statement, click Print. Note that OneSite also provides you the option to send the move-out statement by email, but you will not do so.
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6.
When asked to confirm, select Print again.
7.
Remain on this page.
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Completing a Move-Out When you move out a resident, OneSite allows you to collect a forwarding address for the resident, view the closing account information, and select whether the resident is eligible for re-rent. The Move-out page looks very similar to the move-out statement, except it includes a checklist in the upper-left corner. In setup, you can indicate which tasks are required or optional before the move-out is processed. A green check mark indicates that the task was completed. Now that you’ve printed Abigail’s move-out statement, let’s finish her move-out.
Exercise: Completing a Move- Out 1.
In the Actions section, click Move-outs/Transfers.
2.
Select Move-out. You see the Collect forwarding address task is listed without a check mark because the information was not entered when the move-out was scheduled.
In setup, you have the option of indicating that certain tasks are required or optional before the move-out is processed. A green check mark indicates that the task was completed.
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3.
Click Collect forwarding address.
4.
Enter the following information: Field
Data Entry
Effective date:
07/31/2017
*Forwarding address Address 1:
69 North St
City:
Houlton
State:
ME - Maine
ZIP:
04730-1831
*Click the Main St button to enter the information OneSite performs an address match, and if the address entered does not match an address in the database, you are asked to confirm the address by clicking the Use this address button for the address you just entered. 5.
When you are finished, click OK.
6.
If the Confirm address window opens, choose the Use this address button and then click Save.
7.
Click Save. The Additional tasks section now shows a check mark by Collect forwarding address.
8.
To complete the move-out, click Move-out. The Certification summary page is displayed to allow you to view and print the move-out 50059 to place in the resident’s file. It is recommended that you print the 50059 but for training purposes, we will skip this step.
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9.
On the Certification summary page, click Close.
Abigail’s status changes to Former resident, and the Actions section is updated to reflect the actions you can perform with former residents. 10.
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To return to the Residents page, click Close.
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Canceling a Notice to Move-Out Tyra Graham is scheduled to move out of unit 03-319 on 8/31/2017. Shortly after, she changed her mind and would like to cancel her move-out. Because a notice was already sent, let’s walk through the steps on how to cancel her move-out.
Exercise: Notice to Move Out Cancellation 1.
From the Residents page, locate Tyra Graham and then click View.
2.
Select Move-outs/Transfers under the Actions column.
3.
Select Cancel notice.
4.
In the comment field, type “The resident changed her mind.”
5.
Click Save.
6.
Choose Yes when asked to confirm. Tyra Graham is reinstated as a current resident of unit 03-319 and her move-out notice has been canceled.
7.
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CHAPTER 12
Today Page Snapshots The Today page helps you get a glimpse of what needs immediate attention in your property. In this section, we will take a look at snapshots that show income-targeting goals, certification statuses, and vacant units that are not ready for occupancy. In This Chapter Income Targeting ................................................................................................................................... 172 Certifications Snapshot ........................................................................................................................ 174 Vacant Not Ready Snapshot.............................................................................................................. 175
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Income Targeting The Income targeting graph shows you if an Affordable property meets the income targeting goals set by the subsidizing agency. The graph is color coded to show at a glance if the property is in compliance with the income targeting regulations for any quarter of the current fiscal year. You can choose to see the income targeting compliance percentages for any quarter, or a cumulative year-to-date (YTD) view. OneSite counts move-in and initial certifications to determine the annual income targeting percentage. The property’s fiscal periods are determined on the Accounts receivable setup page. Please note the snapshot updates when you tab away from the Today page. Let’s review the Income targeting snapshot.
Exercise: Income Targeting Snapshot
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1.
Select the Navigation menu button, and then choose Today.
2.
On the Today page, locate the Income targeting snapshot.
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3.
For the first Select program drop-down list, select “Section 236.”
4.
For the Select quarter drop-down list, select “Current fiscal YTD.”
The graph indicates that for the current fiscal YTD, for Section 236 there was one move-in certification. The property has exceeded the 40 percent income target goal and is in compliance with HUD income targeting regulations.
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Today Page Snapshots
Certifications Snapshot Use the Certifications snapshot to manage certifications for the entire property. The snapshot links to the Certifications list box that gathers all trial, approved, and (unreported) Final status certifications at the property.
You can manage the certification process from this list (complete, edit, or delete the certifications), and jump to the Resident at a glance page for any listed household. The name of each snapshot row (trial, approved, final unreported) is a link to the Certifications list that filters the certification list according to the link you select. •
Trial: This opens a list of all Trial status certifications with the most recent certifications at the top of the list.
•
Approved: This opens a list of all Approved status certifications with the most recent certifications at the top of the list.
•
Final unreported: This link opens a list of all Final status certifications that have not been reported. The most recent certifications are at the top of the list.
At the Certifications list, you can: •
Approve, edit, delete, or view any listed Trial status certification
•
Complete, edit, delete, or view any listed Approved status certification
•
Change (add) reported dates, delete, or view any listed Final status certification that was not yet reported
•
Sort the list by unit number, certification type, or by program (The default sort method is by certification effective date)
•
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View the other statuses, or certifications of all status types
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Vacant Not Ready Snapshot If you are not using the OneSite Facilities center, the Vacant not ready snapshot is an easy way to update make ready information on your vacant units.
The Vacant not ready snapshot lists the property’s vacant units that have not been made ready. A make ready is a service request that prepares a vacant unit for a new occupant. Vacant units that have already been made ready do not appear on this list. This snapshot helps the property manager, the maintenance manager, or the leasing consultant keep track of the make ready progress at the property. For each vacant/not ready unit, the snapshot shows the building (if buildings are used at the property) and unit number, the floor plan, the number of days the unit has been vacant (based on actual calendar date), and the new resident’s lease begin date (if the unit is leased). The maintenance crew has reported that they have completed work on unit 04-406 and it is ready for a resident to move in. Let’s learn how to use the Vacant not ready snapshot to record the make ready information.
Exercise: Vacant Not Ready Snapshot 1.
On the Today page, locate the Vacant not ready snapshot.
2.
In the Action column for unit 04-406, click the Complete link. Use the Make ready date box to add a make ready complete date and comments for a unit listed on the Vacant not ready snapshot. For the Date unit made ready field, OneSite defaults to the current property date, so check this date carefully before you save the information.
3.
In the Date unit made ready field, type “7/31/2017.”
4.
You will not add any comments, so click Save. Unit 04-406 is no longer listed in the Vacant not ready snapshot.
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CHAPTER 13
Reports
In this chapter, we will see how OneSite reports give you flexibility in your reporting options. We will start with a matrix that lists reports you will find useful for your property. Afterwards, we will look at how to generate, download, and view reports. The following exercises will use the Rent Roll Detail report to discuss the basic report options available. In This Chapter Reports Matrix......................................................................................................................................... 178 Generating a Report ............................................................................................................................. 182 Reports Functionality - Leasing ........................................................................................................ 184 Viewing the Last Report ...................................................................................................................... 185 Viewing and Saving a Report ............................................................................................................ 186
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Reports Matrix OneSite provides a suite of reports that allow you to review the activity and performance of your property. For your convenience, all Leasing & Rents reports are selected from the same location. You can view and print reports in a variety of formats, such as PDF, Word rich text, Excel, CSV, XML, or HTML. You can include standard reports in scheduled groups as a recurring task. They can also be stored in OneSite as historical copies. This matrix displays important reports that you can generate for your property. It provides the path to access the reports from the Reports, SDE, & Tasks page, and a description for each report. Main Heading
Name of Report
Description
Leasing & Rents >
Bank Deposit Details This report reflects the bank deposit transaction
Accounts receivable
report
activity posted for the bank deposit selected. The report lists payments for a specific bank deposit number, fiscal year, and period. There are three versions of the report available: detail, summary, or a combination of both.
Leasing & Rents >
Bank Deposit
This report shows payments on accounts by bank
Accounts receivable
Summary report
deposit, NSF activity, and deposits received for the period. It summarizes deposit activity by bank deposit number and NSF activity during the selected fiscal period.
Leasing & Rents >
Cash Basis G/L
This report shows how cash was applied to charges
Accounts receivable
Distribution report
by date range. The report lists all closed bank deposit batches for the selected dates. It can include both open and closed bank deposits if you select a date that includes the current property date.
Leasing & Rents >
Changed
This report shows every transaction, including NSF,
Accounts receivable
Transactions report
changed within the specified date range. It also lists transactions that were corrected during the report period.
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Leasing & Rents >
Delinquent and
This report shows delinquent amounts by age along
Accounts receivable
Prepaid report
with any prepaid amounts. It includes a summary of charges that are delinquent and subjournals if applicable.
Leasing & Rents >
How Payments and
Accounts receivable
Credits Were Applied showing the transaction codes to which report
This report is an accounting recap by fiscal period, payments/credits have been applied. An alternate view reflects each income type and the payments/credits that made up the income.
Leasing & Rents >
Income Statement
This report provides two income report formats, by
Accounts receivable
Worksheet report
G/L or transaction code, as well as G/L entry and transaction code worksheets. You can compare the income reports with financial reports generated from your G/L system.
Leasing & Rents >
Lost Rent Summary
This report allows you to reconcile rental revenue
Accounts receivable
report
with rent that was lost during a period due to concessions or vacancies. The report can include all units on the property, regardless of occupancy status, or only the units with lost rent.
Leasing & Rents >
Monthly Income
This is a cash report that reflects income by G/L
Accounts receivable
Summary report
code. It breaks down the income by bank deposit amount, NSFs, net bank deposits, billings, and credits.
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Leasing & Rents >
Monthly Transaction This report summarizes the MTD and YTD
Accounts receivable
Summary report
accounting activity. It provides an accrual journal entry with the delinquent and prepaid details you need to post to the G/L in modified accrual/cash format.
Leasing & Rents >
Resident Deposit
This report lists deposits received and dispersed
Accounts receivable
Activity report
during a selected time period. It can be filtered by status. This report includes accounts that have no activity.
Leasing & Rents >
Resident Summary
This report reflects beginning balances, charges,
Accounts receivable
Balances report
credits, deposit activity, and ending balance for the date range selected. This report may also be filtered by status. It also includes a subjournal breakout in the summary.
Leasing & Rents >
Scheduled Billing
This report reflects scheduled billing transactions for
Accounts receivable
Forecast report
1, 3, 6, 12 months or a fiscal period beginning at a date selected. This report can be generated in summary form, detail, or both.
Leasing & Rents >
Transaction Detail by This report shows a breakdown of transactions
Accounts receivable
Code report
grouped together by transaction code. It also reflects the bank deposit number to which each transaction was posted, along with the date and amount. Subjournals are included, if applicable.
Leasing & Rents > Management
Availability report
This report provides a list of available units and units with a notice to vacate. It also shows unit information, make-ready progress, rent amounts, and amenities among all others.
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Leasing & Rents >
Boxscore report
This report details weekly statistics for availability and exposure, made-ready status, number of leases,
Management
transfers, move-ins, move-outs, canceled and denied applications, notices, and vacancy information. Leasing & Rents >
Concessions report
Management
This report details concession information by the resident and/or the floor plan. It shows how much savings each resident currently has and will receive over the life of the concession.
Leasing & Rents >
Rent Roll Detail
This report is a comprehensive snapshot of all units
Management
report
as of the day the report is run. If the unit is occupied, it includes resident lease detail. If the unit is vacant or leased, it includes applicant information.
Leasing & Rents >
Resident Activity
Management
report
This report lists the resident activity for a selected time period. You can filter the report based on status such as transfers, move-ins, move-outs, and so on.
Leasing & Rents >
Resident Ledgers
This report prints separate ledgers for each resident.
Resident
report
It includes the market rent for the unit and all charges and payments over the life of the lease.
Screening > All
Agent Activity report This report summarizes Screening activities that
reports
each Leasing Consultant has completed during a specified period. It includes the scoring results and decision results.
Screening > All
Applicant Detail
This report details Screening information for all
reports
report
applicants during a specified period. It shows a list of applicants, their scores, and the decision assigned to each applicant.
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Generating a Report There are many helpful reports available in OneSite. We will not run each report in class, but let’s look at an example.
Exercise: Generating the Rent Roll Detail Report 1.
Select the Navigation menu button, and then choose Reports, SDE, &Tasks.
2.
In the Reports tab, under the Leasing and Rents reports section, select Management.
3.
Locate the Rent Roll Detail report in the list.
4.
Click Generate.
5.
Enter the following report parameters:
6.
Field
Data Entry
Now or later:
Now
Format:
Show all unit designations or filter by:
All
Subjournals:
All
Sort by:
Unit
Report type:
Details + Summary
Exclude formers:
Yes
Show unit rent as:
Market + Addl.
Click Generate. The Rent Roll Detail report opens. The Rent Roll Detail report is a comprehensive snapshot of the units at your property. For each unit, the floor plan, square footage, occupancy status, and market rent is reported. For occupied units, the report lists the household name, move-in date, and lease dates. The report also shows the deposit on hand for the household and the current open balance. You can generate the report for the current date or a past date.
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The following image is a sample of the report.
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Reports Functionality - Leasing Now that we’ve generated a report, let’s look at some features you can take advantage of. The items in this section include exercises that teach you how to view and download recently generated reports. This will also help you track completed reports and save them to your computer.
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Viewing the Last Report In this section, you can view the recent version of a report, whether it was generated manually or using a scheduled group. The Most Recent column indicates the last time the report, extract, or task was run, either by an individual or as part of a scheduled group. The system adds a link with the date and time of the last run, along with the user ID of the person who ran the report, extract, or task. Clicking the link opens the report, extract, or task file.
Exercise: Viewing the Last Report 1.
From the Reports, SDE and Tasks page and under the Leasing and rents reports section, ensure that Management is selected.
2.
Locate the Rent Roll Detail report in the list.
3.
In the Most Recent column, click the link displaying date and time.
The most recently generated version of the report opens. 4.
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Close the report after viewing.
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Viewing and Saving a Report OneSite stores a copy of recently generated reports. You can access and save the reports on your personal computer or network. This function is similar to the last exercise, except that we will save the report after viewing it. Let’s take a look at how it is done.
Exercise: Viewing and Saving a Report 1.
From the Leasing and rents reports - Management page, locate the Rent Roll Detail report.
2.
Click More.
3.
Select View completed.
4.
Click More next to the report that displays and choose Save as.
5.
In the Internet Explorer box, click the arrow next to Save and choose Save as.
6.
In the Save as box, select Desktop. For the purposes of this class, we are saving the report to the desktop, however we could save it to any file location.
7.
In the File name field, type “RentRollDetailReport.pdf.”
8.
Click Save.
9.
Close the report.
10.
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Click Close to close the Completed reports box.
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CHAPTER 14
Resources After you finish this training course, you can continue learning about RealPage products using a variety of tools that are available to help you succeed in your role. This chapter describes how to access the RealPage Product Learning Portal, which provides access to numerous on-demand, concise, self-paced, online training courses for RealPage products. You’ll also learn tips for using online Help to find just-in-time information from inside the application. Finally, you’ll see how you can stay current with product enhancements using What’s New/What’s Coming. In This Chapter Using the RealPage Product Learning Portal .............................................................................. 188 OneSite Online Help ............................................................................................................................. 190 What’s New What’s Coming .............................................................................................................. 196
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Using the RealPage Product Learning Portal Learning opportunities are available through the RealPage Product Learning Portal. This portal provides access to the catalog of RealPage OnDemand courseware. From general overviews to detailed procedures, these computer-based tutorials are designed to help you become more familiar with OneSite and to navigate through some of the more in-depth processes. The lessons are five to seven minutes long and are free of charge for all OneSite users. If you are a first-time visitor, you must register before you can view the courses. Registration is free.
Exercise: RealPage Product Learning Portal 1.
To view the RealPage Product Learning Portal, click the Navigation menu button, and then choose Learning.
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2.
Enter your login credentials, and then click Submit to sign on.
If you do not have an account, click the Here link to reach the Product Learning Portal page, and then click Register. If you need assistance registering, click the Need help registering link to contact RealPage Support through email. Please give detailed information in your message so that our support team can provide the best possible solution for your issues. 3.
Click the Catalog tab to view available course categories, or use the search feature to locate a specific course.
4.
Click the plus symbol (+) next to your chosen topic to display the available course titles.
5.
Click the down arrow to expand the menu.
6.
Click the Play button to launch the lesson. The course plays in a pop-up box. Make sure to disable your browser’s pop-up blocker. Instructions for this are provided in the Product Learning Portal’s Help page.
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Resources
OneSite Online Help OneSite products include context-sensitive online Help that you can access from any page in the application. Online Help provides a wealth of information, including step-by-step guidance for procedures, field definitions, helpful tips, and more. Click the Help button located at the upper-right corner of any page to open the Help page.
The Help page is divided into two sections: The right section displays the Help topic that describes the page in OneSite that you requested help from, and the left section lists the contents of all help topics related to the page you opened.
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Downloading Guides from Online Help RealPage user guides (uGuides), and quick steps guides are available for download as printable Adobe PDF files. These guides contain comprehensive reference materials for each product. A number of guides are available for each RealPage product center. User guides often include separate downloads for setup, administration, processing, and report guides.
Exercise: Downloading Online Help Documents 1.
Click the Help button at any page to open the Help page.
2.
Click the Downloads link.
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Resources
This opens the Downloads list in the left section of the page. It lists all available documents for the center associated with the page. The document titles include the date the guide was updated. Each guide is in PDF format and saved in a zip file. 3.
To download a guide, click the title and follow the instructions to download or save the guide.
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Submitting Support Requests from Online Help To send a prioritized support request using email, click the Support request link. You are asked to provide details about your question or problem, information about the computer system you use, and your contact information. Please provide screen shots, copies of reports, or any other documentation that provides further insight into the issue you are reporting.
The Support request link opens a browser window containing an online support request form. Use this form to enter your contact information, details on the software and system you are using, and a description of the issue you are experiencing. Please provide as much information as possible so that the support staff can effectively research and diagnose the issue. Items submitted through the online utility are automatically created in our customer relationship system within minutes of submission. You will receive a confirmation email message from product support, along with a unique service request identification number within one hour of issue submission.
You can also contact RealPage Product Support at (800) 704-0154. Support specialists are available from Monday to Friday at 7:30 A.M.–7:00 P.M. (Central Time).
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Resources
Accessing the Client Portal from Online Help The RealPage Client Portal provides clients a self-service access to their RealPage information in one convenient location. As a Client Portal user, you can perform the following actions: •
View, submit, and manage your company’s support cases.
•
Solve support issues by searching the RealPage knowledge base.
•
Manage and view your RealPage account.
•
Post your product enhancement suggestions and ideas to the RealPage Idea Exchange.
•
Check for recent and upcoming product changes.
•
Subscribe to alerts related to your RealPage Products.
The interface was designed to be user-friendly and intuitive to provide access to My Portfolio, Support, Idea Exchange, and Communications. Additional Client Portal features include: •
Manage RealPage Invoices, including bulk downloads.
•
Submit Payments online with no processing fee.
•
Manage your RealPage Payments Administrator functions.
•
View RealPage Agreements.
•
Manage your Company’s Portal users and Approved Contacts.
All RealPage product users can register to use the Client Portal on their own. Your staff can register as company users or property users, depending on how much of your company information they need to see.
If you are a new user, you must know your company’s OneSite company ID, your company’s RealPage account number, your company’s RealPage customer ID, or your company’s Level One account ID. You will use one of these numbers to register for an account.
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Exercise: Accessing the RealPage Client Portal 1.
From the Leasing & Rents online Help page, select the Client portal link.
The Client portal link opens a browser window that leads you to the RealPage Client Portal sign-on page. This provides you with the opportunity to manage certain aspects of your relationship with RealPage, saving you valuable time. 2.
Enter your Username and Password.
3.
Click Login. Depending on your role, you can navigate to different areas of the portal to perform value-added functions, and get timely information from one place.
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Resources
What’s New What’s Coming The What’s New What’s Coming resource lets you know what’s changing or what has changed in the product. It gives you detailed information about enhancements we’ve made to many RealPage products. There are several ways to view these updates. The first option is by clicking the What’s New What’s Coming link from the OneSite sign-on page just below the log-in box.
Another way to view the updates is by clicking the Setup link inside OneSite. You will see the What’s new and What’s coming links in the Product information section.
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Depending on your assigned roles or rights, you may not have access to the Setup section of Leasing & Rents. Clicking the What’s new link displays the list of new or changed features to the product for all centers, while clicking the What’s coming link displays the list of planned or changed features to the OneSite product by center.
You can view more information about a certain update, its releases, setup, and even attachments. For instance, click the View button and expand the listed items by clicking the corresponding plus symbol (+). In the drop-down list, you can easily switch between What’s New and What’s Coming. You can filter the list by clicking the column headings. You will see an Attachment icon if there is a file attached to a particular enhancement. Clicking this icon lets you view the file.
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The printer and email icons are also available if you want to add items in the print or email list. Clicking these icons creates links just above the page, showing the number of items selected for printing or emailing. Click the printer or email icon again for the selected item to remove it from the list.
You can also view the What’s New? OneSite Products Update course in the RealPage Product Learning Portal. Here, you can view the latest release notes in an on-demand presentation or as a PDF file. The course highlights product enhancements so you can stay up-to-date with new product features and functionality for each major release.
The relevant information provided in the What’s New, What’s Coming link and other RealPage resources are designed to help you become an expert user of OneSite and to keep you updated about new features and functionality.
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