READING BETWEEN THE LINES: WHAT RESIDENTS DON'T ALWAYS TELL YOU

Affordable housing professionals often rely on applications, interviews, and documentation to determine eligibility and maintain compliance. While most households provide accurate information, there are times when information may be incomplete, inconsistent, or difficult to verify. The ability to recognize potential concerns and ask effective follow-up questions can help prevent costly compliance errors while ensuring households are treated fairly and consistently.

This practical webinar explores common situations where information provided by applicants and residents may not tell the entire story. Participants will learn how to identify red flags, recognize conflicting information, and conduct effective interviews that uncover missing details without making assumptions or accusations. Through real-world examples and interactive scenarios, attendees will gain valuable skills for evaluating household information, documenting concerns, and making informed compliance decisions.

Whether reviewing applications, processing recertifications, or conducting resident interviews, housing professionals will leave with practical techniques for strengthening file accuracy and reducing compliance risk.

WHAT YOU CAN EXPECT FROM THIS TRAINING

Participants will gain practical tools for identifying potential issues, conducting more effective interviews, and documenting concerns appropriately.

• Understanding why information discrepancies occur
• Recognizing common indicators of incomplete or inconsistent information
• Identifying potential undisclosed household members
• Recognizing possible sources of unreported income and assets
• Evaluating conflicting statements and documentation
• Learning effective interviewing techniques that encourage accurate disclosures
• Asking follow-up questions without appearing confrontational
• Recognizing behavioral clues that may warrant additional verification
• Reviewing common fraud indicators and documentation concerns
• Strengthening file documentation when discrepancies arise
• Understanding when additional clarification or verification may be necessary
• Applying critical thinking skills to real-world eligibility situations
• Working through practical scenarios involving household composition, income, and occupancy concerns

WHO SHOULD ATTEND

This training is designed for, though not limited to, the following participants:

• Property Managers
• Assistant Property Managers
• Compliance Specialists
• Occupancy Specialists
• Leasing Professionals
• Recertification Specialists
• Regional Managers
• Compliance Managers
• Resident Services Staff
• Owners and Management Agents
• Anyone responsible for interviewing applicants or determining eligibility

WHAT YOU WILL TAKEAWAY

• Instructor: Gary Kirkman, VP of Compliance Training
• Type of Instruction: Virtual Presentation
• Certificate of Attendance: Provided within 7 business days after the training.
• Continuing Education Hours (CE Hours): 2.5 Hours, which can be applied to US Housing Consultants ACE Designations
• Reference Manual Provided: A PDF Reference Manual will be provided 24 hours prior to the training event.