# Presentation: 329896

## Resident Assessment Subsystem Overview

## Resident Assessment Subsystem (RASS) What is RASS?

- The RASS survey is a PHA management tool that:
- Assesses resident level of satisfaction
- Opens lines of communication
- Identifies PHA strengths and areas that may require improvement
- Encourages resident participation
- The RASS Indicator Score consists of three scored components:
- Implementation Plan Certification (two points)
- PHA certifies dates that it has marketed the survey to residents
- Survey Results (up to five points)
- Resident question scores are calculated to obtain the PHA score
- Follow-up Plan Certification (three points)
- PHA certifies dates that it will correct deficiencies identified on the Resident Survey
- A PHA can earn a possible 10 points maximum for RASS

**Notes:**
The RASS survey is a PHA management tool that:
    Assesses resident level of satisfaction with their PHA
    (It) Opens lines of communication with residents by asking them how well their PHA is doing in the 5 key areas noted on the survey – which we’ll cover in the next 2 slides.
    (The RASS survey) Identifies PHA strengths and areas that may require improvement as indicated by the scores in each area of the survey
    (and it) Encourages both resident and PHA participation in improving the quality of the housing development.

The RASS Indicator Score consists of three scored components:
1.  Implementation Plan Certification which is worth two points
    At this point, the PHA certifies the dates that it has marketed the survey to residents
2.  Survey Results which is worth up to five points
    Is based on the residents’ responses to survey questions and responses are then calculated to obtain the PHA’s score 
3.  Follow-up Plan Certification is worth three points
    Here the PHA develops a plan to address deficiencies identified in the survey and certifies dates that it will correct the deficiencies.

 A PHA can earn a possible 10 points maximum for RASS

## Survey Sample Page

- Customer Service and Satisfaction Survey. This is a sample form that shows various categories dealing with customer satisfaction check boxes and maintenance and repair check boxes.

**Notes:**
Here we see the first page of the survey that the residents receive

[Copies of entire survey will be available for your review in the back of the room]

## RASS Survey Sections

- The RASS survey provides important resident feedback in five scored areas. They determine resident satisfaction with:
- Maintenance & Repair
- Emergency and Non-emergency repairs, response time and courtesy of staff
- Communication
- Information provided by management, response to questions, etc.
- Safety
- Resident security issues that the residents have voiced through the survey
- Services
- PHA services and RATE of response to electrical, appliance or plumbing problems
- Housing Property Appearance
- PHA general upkeep of property and common areas

**Notes:**
The RASS survey provides important resident feedback in five scored areas. These areas determine resident satisfaction with: 
1.  Maintenance & Repair
This includes Emergency and Non-emergency repairs, the response time and the courtesy of the staff
2.  Communication
This category provides feedback on the day-to-day communications with residents.  Such as event information provided by management, response to questions regarding leases, support of resident groups etc.
3.  Safety
This addresses whether or not the PHA has addressed the security issues that the residents have voiced through the survey.
4.  Services
This section covers PHA services, specifically the number of problems over the last year as well as the timeliness of response to electrical, appliance or plumbing problems
5.  Housing Property Appearance
This section provides feedback to the PHA regarding the general upkeep of property and all common areas

## RASS Sample Questions

**Example of a Maintenance & Repair Survey Question:**
- 	If you called for NON-EMERGENCY maintenance or repairs (for example, leaky faucet, broken light, etc.), the work was usually completed in:

| Have Never Called | Less than 1 week | 1 to 4 weeks | More than 4 weeks | Problem Never Corrected |
| --- | --- | --- | --- | --- |
|  |  |  |  |  |

|  | Very Safe | Safe | Unsafe | Very Unsafe | Does Not Apply |
| --- | --- | --- | --- | --- | --- |
| In your unit/home? |  |  |  |  |  |
| In your building? |  |  |  |  |  |
| In your parking area? |  |  |  |  |  |

- How safe do you feel**:**

**Example of a Safety Survey Question**:

## RASS Success Factors

- In order to be successful, PHAs must:
- Maintain a high level of commitment to resident/customer service & satisfaction
- Complete all “on-line” RASS updates & certifications during the *specified timeframes*
- Language/Unit Address Updates
- Implementation Plan
- Follow-Up Plan
- Take an active role in preparing their residents for the survey utilizing the Media Packet tools provided by HUD
- Posters
- Newsletter article/information
- Guidelines for Resident Meetings
- Flyers
- Take measures of corrective action and implement changes that respond to their residents’ feedback

**Notes:**
In order to be successful, PHAs must:
Maintain a high level of commitment to resident/customer service & satisfaction – this is the foundation of their success!
(They must) Complete all “on-line” RASS updates & certifications during the specified timeframes.  This includes:		
Language/Unit Address Updates 
Implementation Plan
Follow-Up Plan
(PHAs must)Take an active role in preparing their residents for the survey by utilizing the Media Packet tools provided.  The Media Packet includes:
Posters
Newsletter article and information
Guidelines for Resident Meetings
Flyers
PHAs must take measures of corrective action and implement changes that respond to their residents’ feedback. The resident survey results should be viewed as a positive building block to creating a partnership with residents.

## RASS Timeline

- The RASS Business Calendar provides important PHA dates and deadlines based on Fiscal Year End (FYE) and is available at:
- _http://www.hud.gov/offices/reac/products/rass/business_calendar.cfm_
- Copies of all RASS PHA correspondence can also be retrieved from the **Document Library **on the**  **RASS website at: _http://www.hud.gov/offices/reac/products/prodrass.cfm_
- The FYE cycle dates are provided below as an example.  All timeframes are approximate and **subject to change**.

| Step # | Survey Process | Timeframe based on FYE |
| --- | --- | --- |
| 1. | Initial survey notification letter e-mailed | Approx. 3 months before FYE |
| 2. | PHA updates and certifies unit addresses via the Internet | Begins approx. 3 months before FYE and ends approx. 2 months before FYE |
| 3. | Media packet mailed | Approx. 2-2 1⁄2 months before FYE |
| 4. | PHA promotes survey using Media Plan Guidelines | Begins approx. 2 months before FYE and ends approx. 1 month before FYE |
| 5. | PHA documents and certifies Implementation Plan activities via the Internet | Begins approx. 2 months before FYE and ends approx. 1 month before FYE |
| 6. | PHA residents surveyed | Begins approx. 1 month before FYE and ends approx. 1 month after FYE |
| 7. | PHA survey results available in RASS | Approx. 2 months after FYE |
| 8. | PHA certifies Follow-up Plan | Begins approx. 2 months after FYE and ends approx. 2 1⁄2 months after FYE |

**Notes:**
In order to facilitate PHA success and provide oversight, Field Offices need to know  WHAT the RASS requirements are, and WHEN they are due.  The links available here can help both the PHAs and their Field Offices stay-on-course for success in RASS.  The RASS Main Page Link (noted in the second bullet) also contains periodic updates as well as reminders of due dates.

We will be providing additional Key Links later in the presentation.

## Process Overview – Language Update

**What is language update?**
- PHAs must indicate when 20% or more residents speak a language other than English and update their language requirements in the RASS system (presently can only accommodate Spanish)
- After updating language requirements, remember to **SAVE** information.
**Why is updating language information via the RASS online system important?**
- Language barriers may:
- Restrict some residents from participating in the Customer Satisfaction Survey
- Reduce/inhibit resident opportunity to participate, thus decreasing response rates

- Sample of language update form

**Notes:**
The first step for the PHA is to log into the RASS PHA Main Page, click on the Unit Address & Language link, and Complete the Language Certification section.
This screen is used to identify the languages that are spoken by the residents of the Housing Agency. PHAs must indicate when 20% or more residents speak a language other than English and update their language requirements in the RASS system (Presently we can only accommodate Spanish due to cost and utilization statistics). [As we collect language variance information from year to year, additional language versions may be available.]  
After updating language requirements, remember to SAVE the information.

Why is Updating Language Information IMPORTANT?  Language barriers may:
Restrict some residents from participating in the Customer Satisfaction Survey, which may
Reduce/inhibit resident opportunity to participate, thus decreasing response rates

## Process Overview –Address Update and Certification

**What is unit address update and verification?**
- PHAs are required to update their unit address information via PIC and, once approved by the Field Office, certify their addresses online via the RASS system.
- Use step-by-step instructions for address updates and certification in EZ-RASS Notes
- Print the certification **confirmation page** to file and maintain for their records.
**Why is updating addresses via PIC so important?**
- Failure to update and certify unit address information has a significant impact on the resident’s opportunity to participate
- May result in Insufficient Survey Returns and a zero (0)score for the survey component

- Sample of address update and certification form

**Notes:**
What is unit address update and verification?
After updating unit address information in PIC, PHAs must then CERTIFY in the RASS system that their addresses in PIC are correct.  It is important to remind the PHAs to print the certification confirmation page and to retain it for their records.

In addition to this training presentation, we have provided you with “E-Z RASS Notes” which is a double-sided document that we’ve created to assist you in completing the key RASS steps.  This document contains a general timeline for the overall RASS process, and provides the basic steps for accessing the REAC PHA Main Page, Updating Unit address & Language Information, as well as the steps for Completing & Certifying the Implementation and Follow-Up Plans.  Both the training presentation and the E-Z RASS Notes are available on the CD provided.

Why is updating addresses via PIC so important?
Failure to update and certify unit address information can:
  Increase undeliverable rates
  Decrease sample sizes
  Decrease response rates
  Increase likelihood of receiving insufficient survey returns.  Ultimately, insufficient survey returns due to poor address information may result in a PHA receiving a zero (0) score for the survey component of the RASS score (five out of ten points possible)

## Process Overview –Address Update and Verification

**Helpful Hints **:
- Update addresses in PIC on a *regular* basis
- Review updated information **before** certifying address information
- RASS, Field Office, Technical Assistance Center (TAC), & PIC coaching staff are available for assistance
- REAC TAC: 1-888-245-4860 Call so that PHA concerns/issues can be documented
- Verify Unit Address Information in PIC:  _http://www.hud.gov/offices/pih/ systems/pic/training/essentialspha.pdf_

- Sample of address update and verification form. Form has a box for ID and Password

**Notes:**
Updating Unit Addresses is key to the survey process!

PHAs need to update unit addresses in PIC on a regular basis -- PIC is available year-round
If maintained throughout the year, only a Review for Accuracy is required before certifying address information. ALWAYS allow sufficient time before a certification deadline to make final updates and address any technical difficulties.

Support is also available to PHAs: 
via phone  -- contact information is noted on the slide
and on-line – the URL (Internet address) is noted here as well. 

## Process Overview – Implementation Plan Certification

**What is the Implementation Plan?**
- The PHA’s plan to encourage residents to complete the RASS survey using the marketing materials (Media Packet) provided by RASS.
**What is it worth?**
- Certification of the Implementation Plan (on-line) is worth two (2) points
**Why is this step important?**
- By effectively marketing the survey to residents, PHAs:
- Help to increase response rates
- Raise resident awareness of RASS survey and survey process
- Help to obtain a sufficient number of surveys to receive a statistically valid score
**How can the Field Office help?**
- Field Offices **CAN** check Undeliverable Mail reports on-line to assess the number of inaccurate addresses in the survey sample that a PHA has in PIC.

**Notes:**
Another key step in the Survey Process is the Implementation Plan.
The Implementation Plan is the PHA’s plan to encourage residents to complete the RASS survey using the marketing materials (Media Packet) provided by RASS.  Certification of the Implementation Plan, completed on-line, is worth two (2) points

By effectively marketing the survey to residents, PHAs:
Help to increase response rates
Raise resident awareness of RASS survey and the survey process
Help to obtain a sufficient number of surveys to receive a statistically valid score

How can Field Offices help?
Although it is recommended for Field Offices to check Undeliverable Mail reports and advise their PHAs accordingly, the Undeliverable Mail information MUST NOT BE SHARED WITH PHAs, particularly with small PHAs, for confidentiality purposes, so that PHAs will not be able to determine which residents completed or did not complete a survey.

## Process Overview – Implementation Plan Certification

**Helpful Hints:**
- Media Packet is a guide on **HOW** to market the resident survey
- Utilize the Media Packet resources provided at: _http://www.hud.gov/offices/reac/pdf/ media_packet_guidelines_for_phas.pdf_
- Implementation Activity Dates must occur within the Implementation Plan **certification window **(current timeframe)
- Save and certify Implementation Plan
- Print the certification **confirmation page** to file and maintain for their records.

- Sample of Implementation Plan Certification.

**Notes:**
The Media Packet that RASS provides is a guide on HOW to market the resident survey. 
It increases resident awareness and participation.  
And helps to ensure that survey information is communicated in a uniform and consistent manner, thus preventing respondent bias.

In addition to the materials that are mailed to the PHA, the PHA may also download the Media Packet resources provided at the Internet address indicated.  Today, Media Packet examples are also available for your review. [Note: Pass out 2 sample packets on both sides of the room.]
Keep in mind that PHAs can be creative in marketing the survey to their residents. But are to be reminded to be careful not to jeopardize resident confidentiality or to influence resident responses

IT IS IMPORTANT FOR FIELD OFFICES TO ENCOURAGE THEIR PHAs TO COMPLETE THEIR CERTIFICATIONS WELL BEFORE THE CERTIFICATION DEADLINE.  IN OTHER WORDS “DON’T WAIT UNTIL THE LAST DAY!”

Step-by-step instructions for completing the Implementation Plan certification are also available on the EZ-RASS Notes (included on your CD)

## Process Overview – Follow-up Plan Certification

**What is the Follow-up Plan?**
- A Certified Follow-up Plan (on-line) is required for each survey section where the section score is below 75%.
- A Certified Follow-up Plan = 3 points
- PHAs scoring above 75% in all survey sections do not need to complete the Follow-up Plan (three points are _automatically_ given)
**Why is the Follow-up Plan important?**
- By developing and executing an effective
- Follow-up Plan(s), PHAs:
- Address resident concerns
- Gain credibility with residents
- Increase the likelihood that scores will improve during the next assessment period
- Determine in which areas their resources should be allocated

- Sample of Follow-up Plan Certification.

**Notes:**
PHAs are required to develop a Follow-up Plan based on the areas identified by the survey which need improvement, that is, where the survey section score is below 75%.   A PHA will receive the full three points for this section by completing its Survey Follow-up Plan certification and developing a Follow-up Plan as part of its Annual Plan.  Survey Follow-up Plans shall be retained in the PHA’s office for three years and available for review by HUD auditors or representatives of a resident organization.
    PHAs that score above 75% in all survey sections do not need to complete the Follow-up Plan (three points are automatically given)
    No points will be awarded for this component if a PHA fails to certify and develop its Survey Follow-up Plan.
Why is the Follow-up Plan so important?
By developing and executing an effective Follow-up Plan(s), PHAs:
    Help to ensure that resident concerns are addressed
    Gain credibility with residents
    Increase the likelihood that scores will improve during the next assessment period
    Determine in which areas their resources should be allocated
PHAs must indicate:
    When the survey section(s) will be completed in the Annual Plan
    The source of funding for the Follow-up Plan(s)    
Again:  IT IS IMPORTANT FOR FIELD OFFICES TO ENCOURAGE THEIR PHAs TO COMPLETE THEIR CERTIFICATIONS WELL BEFORE THE CERTIFICATION DEADLINE. “DON’T WAIT UNTIL THE LAST DAY!”

## Process Overview – Follow-up Plan Certification

**Helpful Hints**:
- Review the RASS Survey Score to determine if a Follow-up Plan is required
- If a Follow-up Plan is required, research responses from residents at the **question and development** level.
- Post RASS score where residents can see it **(Required)**
- Use step-by-step instructions for Follow-up Plan certification in EZ-RASS Notes
- Print the certification **confirmation page** to file and maintain for their records.

- Sample of Follow-up Plan Certification.

**Notes:**
It will be necessary to log into RASS System and review the RASS Survey Score to determine if a Follow-up Plan is required.  

Keep in mind that if a section score falls below 75%, a Follow-up Plan is required.  We recommend that PHAs research responses from residents at the question and development level.  The RASS System contains the functionality to view survey data at these levels to better understand the overall score.

It is required for PHAs to post the RASS score where residents can see it.  Also encourage additional resident feedback regarding the RASS score via resident meetings, discussion with resident groups, etc.

For Follow-up Plan certification, use the step-by-step instructions in the EZ-RASS Notes available on your CD.

And it is important for PHAs to print the certification confirmation page to file and maintain for their records.

## How can a PHA improve its RASS score – Key Activities

- Address resident concerns identified in the survey by taking actions which will improve overall survey scores in subsequent years.
- Monitor RASS Customer Service & Satisfaction Survey Business Calendar
- Update addresses in PIC ***prior*** to RASS address certification due dates
- Submit RASS updates & certifications during timeframes specified on the Business Calendar

**Notes:**
The Key Activities that can help a PHA improve its RASS scores are:
Address resident concerns identified in the survey by taking actions which will improve overall survey scores in subsequent years.

Monitor the RASS Customer Service & Satisfaction Survey Business Calendar 
Update addresses in PIC prior to RASS Address Certification due dates 

Submit RASS updates & certifications during timeframes specified on the Business Calendar

## Additional Resources

**1.  RASS website contains periodic updates and reminders:**
- _http://www.hud.gov/offices/reac/products/prodrass.cfm_
**2.  RASS Business Calendar contains the “Customer Service & Satisfaction Survey Business Calendar for PHA Survey Cycles”:**
- _http://www.hud.gov/offices/reac/products/rass/business_calendar.cfm_
**3.  RASS PHA User Manual includes step-by-step instructions regarding each of the key areas in RASS:**
- _http://www.hud.gov/offices/reac/products/rass/rass_user_manual.cfm_
**4.  Resident Assessment Subsystem (RASS) in Secure Systems includes key  PHA Reports:**
- _http://hudapps.hud.gov/wass/mainmenu/mainmenu_page.jsp_
***Accessed*** ***via**** ****Log-in**** ****page***: _http://hudapps.hud.gov/wass/login/login_page.jsp_

**Notes:**
These RASS Links are key to the PHAs:

1.  RASS’s Main Page contains Periodic Updates and Reminders

2.  The RASS Business Calendar contains the “Customer Service & Satisfaction Survey Business Calendar for PHA Survey Cycles”

3.  The RASS PHA User Manual includes step-by-step instructions regarding the following areas:
Updating/Certifying Unit Address and Language Information
Certifying Implementation Plan Information 
Viewing Survey information/Certifying Follow-up Plan Information
Accessing the current Customer Satisfaction Survey
Logging into RASS

4.  And the “Resident Assessment Subsystem (RASS) in Secure Systems” is key for requesting and printing out reports on the results of PHA’s scores.  It is accessed via the log-in page noted at the bottom of the slide.

## RASS Contacts

**Technical Assistance Center (TAC)**  1 (888) 245-4860
- (7:00 am to 8:00 p.m., Eastern Standard Time)
**David R. Ziaya**, Acting RASS Program Manager, (202) 475-8574
**Barbara Williams**, RASS Deputy Program Manager, (202) 475-8824
**Marvin Klepper**, Program Analyst, (202) 475-8718
**Mary Tepe**, Training Instructor, (202) 475-8816
**JoAnn Bryant,** Management Analyst, (202) 475-8709
** **