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
®
Powered by FlippingBook