|Liz Belcher, HAC’s Information and Client Services Manager, in the agency’s newly redesigned reception area.|
In the coming weeks, HAC will be altering the way it conducts intake for those seeking assistance at its Hyannis office on 460 West Main Street. The change is intended to enhance services while ensuring clients experience a smoother, more efficient level of support.
“Our goal is to improve and expedite services for people who are coming in and requesting assistance,” explained Cassi Danzl, HAC’s Director of Family and Individuals Services.
The shift is part of a reorganization of HAC’s Housing Consumer Education Center (HCEC). HAC is one of only nine HCECs across Massachusetts and the only one serving Cape Cod and the Islands. Established in 2001, HCECs conduct client intake and referrals, assist with housing search, provide foreclosure and reverse mortgage counseling, and offer financial literacy workshops.
This year, HAC will make several changes to the operation of its HCEC, starting with intake. Until recently, clients would check-in with the receptionist and be referred to HAC’s Liz Belcher, who would identify the proper internal or external program that could best address each person’s needs.
This resulted in a heavy caseload for Belcher, who has worked at HAC for 16 years and sees between 200 and 300 clients per month.
New Intake Coordinators
Under the new system, HAC will have two staff in the entrance area who will serve as intake coordinators, easing Belcher’s caseload. Belcher, who was recently promoted to Information and Client Services Manager, will conduct more intensive casework for clients that need a higher level of support.
In addition to the intake coordinators, Belcher will oversee two new housing counselors that will be added to HAC’s HCEC. These employees will conduct reverse mortgage and foreclosure prevention counseling as well as housing search. Previously, these responsibilities had been divided up among separate staff members.
“There will be less starting and stopping and telling your story multiple times to multiple people,” Danzl said of how this will ultimately benefit clients.
HAC will also be hiring a Regional Trainer who will conduct financial literacy workshops – First-Time Homebuyer, Rebuilding Your Credit, Creating a Budget, Post Purchase, Be a Successful Tenant, Community Resources, and Housing Search – not only at HAC’s Hyannis office, but off-site in communities throughout Cape Cod and the Islands.
All of these behind-the-scenes changes are being made at the same time HAC completes the redesign of its reception area to be more modern and welcoming with resources more readily available to clients. “I’m excited to implement something that we are anticipating is going to drastically improve the service access for people on the Cape and also on both islands,” Danzl said.