Case Study Emergency Rental Assistance Program Florida Department of Children and Families
Resilience Delivered
Tidal Basin is administering the statewide $1.6 billion rental and utility assistance program for low-income households impacted by the COVID-19 Public Health Emergency. The program, known as OUR Florida, has fully utilized the State’s ERA1 allocation and has moved into processing the ERA2 allocation. Comprehensive Management Our team is providing 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 has been customized for the program, which enables management to implement changes quickly and to track production goals and productivity. Tidal Basin has also created a paper application and launched a mail option for those who are unable to access a computer or internet services.
Treasury. For example, Tidal Basin coordinates with counties and cities with direct allocations from the Treasury to prevent duplicative payments throughout the state. Call Center Solutions Tidal Basin launched a call center and case management staff of more than 500 within three weeks of contract NTP. Currently, we manage a staff of nearly 750 call center employees and over 450 case workers and quality control specialists. Training and Support The team has designed training to onboard staff for in-person and remote work, which has been critical in the ongoing public health emergency. In addition, we manage two program offices that host walk-in and scheduled appointments. Tidal Basin also coordinates with the Department to place program staff in 16 public benefits offices throughout the state. This reach enables the program to assist both tenants and landlords that may need assistance with scanning documents or understanding eligibility requirements.
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
Payment Assistance Tidal Basin is responsible for ensuring
payments are made only to eligible applicants, avoiding duplication of benefits, and within the expenditure deadline assigned by the U.S.
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