Memo From: Customer Service Manager Kathryn Harris
To: Robert Klein, CEO
Subject: SPI Hands-on Training Program Update
 
Following is my progress report on the SPI Hands-on Training Project we implemented this year.
 
Participants to date:
SPI Staff: 81 (CS, QC, UD, and RC staff)
On-site Liaisons: 30
Clients: 42
Investors: 11

The program began when we encouraged our internal P&P staff to observe contractors completing work orders in the field.  Participating staff reported that they found these field visits to be valuable experiences, familiarizing them with procedures for work orders such as securing, winterizing, boarding, debris removal, and yard maintenance. 

They visited with and observed inspectors performing occupancy and compliance inspections and contractors performing work at vacant properties, some of which were found with damage.  They witnessed first-hand how inspectors determine and verify occupancy status, as well as how contractors secure properties, winterize, identify mortgagor neglect, and arrive at eyeball estimates for repairs.  The staff also reported learning a great deal about the requirements for complete documentation of work completed and about the different challenges contractors may face in the field.  
 
This on-site training has provided our staff with increased knowledge and better understanding of the procedures used in the field, tools that help them to respond accurately and confidently to client inquiries.  The project has had the added benefit of opening new lines of communication with our contractors, which naturally serves to improve our internal QC process.  The project has now been made mandatory for all managers and team leaders.
 
Based on the participating staff members' enthusiastic response to the program, we extended the opportunity to accompany a contractor on a field visit nationwide to our clients and the investors.  Several clients now have participated in the program, and all have provided positive feedback, validating our belief that this is a unique and valuable opportunity for industry professionals to increase their understanding of what goes into protecting assets in the field.  Many have already expressed interest in participating in a second field trip. 
 
We also recently had a HUD representative participate in the Hands-on Training Program.  This individual accompanied a contractor in the field for several days, and he reported afterwards that the opportunity allowed him an on-the-job look at the procedures in the field.  The representative also indicated that the experience provided a new view on the different roles that pre-sale P&P contractors and M&M contractors play, and he said too that he had gained a lot of information that should help HUD in developing future guidelines.

We are continuing to make this program readily available to our clients and investors, and, pursuant to your recent suggestion, we are hoping to soon make this available to the new HUD M&M contractors. 

We are continuing to encourage any interested parties to contact me (Kathryn Harris at kathryn.harris@safeguardproperties.com) with any questions about the program, or if they would like to schedule a field trip with one of our contractors.
 
This program has been very beneficial to our staff and clients, and it is my strong recommendation that SPI continue providing this program to our staff and the industry.
 
Thank you,
 
Kathryn Harris
Customer Service Manager