JACKSONVILLE, Fla. – A Jacksonville nonprofit serving homeless veterans has cut its payment processing time to two days following complaints earlier this year about delayed rent payments to landlords.
Changing Homelessness, which manages housing assistance for about 1,200 veteran households, implemented system-wide changes after landlords and tenants reported payment delays that jeopardized their livelihoods.
“We have made some adjustments in the way our back office looks and approves checks since the last time we talked,” Dawn Gilman, CEO of Changing Homelessness, said in a recent interview with News4JAX.
We spoke to Gilman back in April after veterans and at least one landlord spoke out about their disappointment in the program.
She told us that changes would be made to serve the veterans better.
The organization faced criticism earlier this year when several property owners, including rental business owner Natalie Collier, reported significant delays in receiving payments.
“Just recently, there had been some changes in our experience,” Collier said.
VIDEO | More veterans speak out against missed rent payments from Changing Homelessness
In April, Gilman added that there were “a number of reasons” that could explain why a rent check could be late, including:
- Forms need to be corrected
- Operations on-premises
- Client error
- Error of Changing Homelessness
Gilman said the nonprofits’ check cut time has been two days (on average) for the last four to six months. That would eliminate check delays.
The changes appear to be working.
One program participant, who struggled to find housing in April, secured a three-bedroom renovated house by September.
That recipient pointed to other issues, like the 90-day income recertification process.
News4JAX asked Gilman about case managers and the overall process. She said some case managers chose to leave, but the training meets Veterans Affairs standards.
“If we have 1,200 people in programs, we’re cutting 1,200 checks a month,” Gilman said. “Sometimes checks are delayed not by what we’re doing active in that program, and sometimes there is some confusion between the landlord, the client, and our folks.”
Changing Homelessness’ contract with Veterans Affairs was renewed for another three years.
As Changing Homelessness celebrates its recent Homes For All Sneaker Ball event, held on World Homelessness Day, the organization faces new uncertainty.
The organization is monitoring potential impacts from federal budget shutdown discussions in Washington, which could affect funding.
Watch the entire interview with the CEO of Changing Homelessness below: