Americans are facing unprecedented challenges due to COVID-19. Even with some HUD-approved housing counseling agencies shuttered or operating at reduced capacity, counselors can still help clients stabilize their housing. Telephone and virtual counseling can be added to the agencies' service delivery model.
During this time of crisis, remote counseling supports social distancing practices. The physically impaired, immuno-suppressed, seniors, and those who either prefer not to or cannot commute have much to gain.
Getting Started: Intake
An efficient intake session allows counselors to accomplish important administrative tasks while noting clients' English proficiency, hearing ability, and level of knowledge. This information may help build a connection with the client and make them more comfortable discussing financial matters. Finally, determine if telephone counseling or another virtual venue makes the most sense.Preparing to Counsel
Providing your clients with an outline of the counseling session will help prepare them and make the session more conversational and productive. Provide examples of the documents used throughout the homebuying, rental, or default prevention processes. Graphics such as flowcharts and checklists can help clients digest complex concepts. Add page numbers to all documents and highlight the most important information so you can easily refer to them.If working with a client with limited English proficiency (LEP), it is important to provide as much material in their primary language as possible. If another counselor or agency could better handle their needs, prepare a referral.
The Counseling Session
Remember to pace yourself and ask questions. Avoid "yes" or "no" questions and instead ask questions that allow clients to show they understand the issues discussed. Ask clients to apply concepts to their lives with questions like, "which loan product makes the most sense to you?" Minimize technical terms by breaking them down into clear and relevant concepts.Post-Counseling Session
Counselors must maintain the same protocols for post-counseling activities as the HUD Handbook requires for in-person counseling. Referrals should be provided as appropriate, and determined with a culturally conscious lens, particularly as it relates to LEP clients. A summary letter will help clients refresh the knowledge gained and give them something tangible to refer to. Follow-up calls are a good way to check progress and keep clients engaged.Real-Life Examples
The good news is that there's a model for successful remote counseling, pioneered by NeighborWorks organizations and other housing counseling agencies. One NeighborWorks organization, for example, worked with a single military father required to have one counseling session as part of his loan product, but he was unable to meet face-to-face given his available hours and the distance. Another example included a woman in a nursing home, without the ability to leave, was looking to save her house from foreclosure. Both were able to utilize technology to send and obtain necessary documentation and signatures and engage in successful telephone counseling sessions.Helpful Tips
The following tips are helpful for counselors to remember when providing virtual counseling:- Invite client engagement. Ask clients questions to retain their attention and ensure comprehension.
- Consider "working memory" – how much information clients can retain at one time.
- Repeat key concepts throughout sessions.
- Compare complex concepts to real-life events.
- Protect personally identifiable information (PII) through programs like Dropbox, DocuSign, and others to enable secure document sharing and obtain signatures.
- Engage both partners when working with a couple.
To learn more about how to include remote counseling in your service offerings, check out our upcoming online classes.
Originally posted in The Bridge, the U.S. Department of Urban and Housing Development's newsletter.
