Tidal Basin administers Florida's $1.6 billion OUR Florida program, offering rental and utility assistance to low-income households affected by COVID-19.
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Housing
Community Development
Infrastructure
Emergency Rental Assistance Program Florida Department of Children and Families
Prime Contractor: Tidal Basin
Project Dates: April 2021 to May 2023
Funds Managed: $1.6B for Department of Treasury
Project Overview
Tidal Basin was selected by the State of Florida Department of Children and Families to administer the state’s U.S. Treasury-funded Emergency Rental Assistance Program, in response to the COVID-19 Public Health Emergency.
Be stronger than before
tidalbasingroup.com
Case Study Emergency Rental Assistance Program Florida Department of Children and Families
Resilience Delivered
Call Center Solutions The Tidal Basin team launched a call center and case management staff of 500+ within three weeks of contract NTP, managing a peak staff of 1600 employess across call center, eligibility review and quality control. Training and Support Tidal Basin designed training to onboard staff for in-person and remote work, critical during the long public health emergency. In addition, we managed two program offices that hosted walk-in and scheduled appointments. Our team coordinated with the Department to place program staff in 16 public benefits offices throughout the state. This reach enabled the program to assist both tenants and landlords with scanning documents or understanding eligibility requirements.
Tidal Basin administered the statewide $1.6 billion rental and utility assistance program for low-income households impacted by the COVID-19 Public Health Emergency. Comprehensive Management Tidal Basin provided full grant management, case management, call center, marketing, and outreach services, as well as intake and entry of applications through a tailored tenant and landlord portal. The tenant and landlord portal was customized for the program, enabling management to implement changes quickly and track production goals and productivity. Tidal Basin also created a paper application and launched a mail option for those who unable to access a computer or internet services. Payment Assistance Tidal Basin was responsible for ensuring payments are made only to eligible applicants, avoiding duplication of benefits, and within the expenditure deadline assigned by the U.S. Treasury. For example, we coordinated with counties and cities with direct allocations from the Treasury to prevent duplicative payments throughout the state.
Onboarded over 400 staff and processed first payments within two weeks of launch Managed a peak of 1600 employees across call center, eligibility review, and quality control
tidalbasingroup.com
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Case Study Emergency Rental Assistance Program Florida Department of Children and Families
Resilience Delivered
Tidal Basin was responsible for overseeing and delivering the following services:
Average of over $6 M in cumulative daily benefits to 1,000+ unique applicants
• Grant management • Case management • Applicant intake and eligibility • Technology solutions • Payment processing • Monitoring and compliance with all federal requirements • Document management • Quality Assurance / Quality Control
• Required reporting (state and federal) • Call center management • Marketing and branding services • Stakeholder engagement and coordination • Public outreach • Training • Website development and maintenance • In-person application assistance
Success-at-a-Glance
Managed 16 state offices in two cities
n Designed a custom application portal for tenants and landlords n Launched a flexible training curriculum for in-person and remote employees n Customized a program website with pre-screening questionnaire, applicant resources and guides, and fraud reporting n Developed accessible language interpretation for LEP and hearing-impaired applicants n Implemented paper, phone, and in-person application options for those who are unable to access or use technology
tidalbasingroup.com
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