This tutorial would not have been possible without the help of numerous partners who contributed resources, wisdom and support throughout its development. Enterprise would especially like to thank Freddie Mac Corporation and Foundation for providing the financial support and opportunity to demonstrate and refine best practices and collect and refine model documents and technical tools to support people delivering resident services to families in affordable housing. Freddie Mac’s commitment to resident services is emblematic of the importance of these programs to families and children and the significant need for a comprehensive resource for practitioners that helps define the myriad aspects of this field.
Enterprise is grateful for the generous support of Freddie Mac and its staff, in particular Maxine Baker, Cheryl Clarke and Dean Klein. We are also thankful to the Department of Housing and Urban Development for providing financial capacity-building assistance to our local partners to enable them to improve their services, which in turn benefits families and preserves valuable, federally assisted housing assets.
Our local partners provided real-world knowledge. They were willing to join us in experimenting with new approaches, and they provided content and critiques for this tutorial. We are grateful to these partners and their staff members who supported our efforts. They include John Garcia, Johnny Rivera and Roxanna Chowdhry of Fordham Bedford Children’s Services and Gustavo Rosado, John Arenas, Kawana McInnis and Basyah Prabhu of El Barrio’s Operation Fightback, both in New York City; Kate Monter Durban and Elaine Sanford-Sawyer of the Cleveland Housing Network; Dee Walsh, Kay Hutchinson and Roseanne Marmor of REACH CDC in Portland, Ore.; Susan Ottenweller, Kathryn Bryan and Patrice Grey of Rural Opportunities in Rochester, New York; and Scott Kline, Katherine Buchanan, Anne Heitlinger and Linda Johnson of National Housing Trust-Enterprise Preservation Corporation in Washington, D.C.
Enterprise would also like to thank our partner NeighborWorks America and the members of the National Resident Services Collaborative who have worked with us since 2003 to improve and increase awareness of the benefits of resident services for building the assets of low-income families and its positive impact on the performance of the affordable housing properties in which they reside. We have learned much from this collaboration that has already had an impact on the community development field through the publishing of best practices and development and delivery of training for practitioners. We want to thank these organizations and their staff who convene regularly to advance resident services policies and standards. They include: Francie Ferguson of NeighborWorks America, Pat Costigan of The Community Builders, Jennifer Covert and Terry Galpin-Plattner of Mercy Housing, Mike Pitchford and Al Browne of Community Preservation and Development, Jan Monks of the American Association of Service Coordinators, Lexi Turner of Housing Partnership Network, Jody McRainey of National Church Residences, David Bryant of Preservation of Affordable Housing, Inc., Dee Walsh of REACH CDC, Jennifer Gonzalez of Alamo Area Mutual Housing Association and Janet Byrd of the Neighborhood Partnership Fund.
Finally, many Enterprise staff members contributed significantly to this project, dedicating countless hours to compiling, editing and formatting the numerous resources. In addition to the authors, Trevor Britt, David Fromm, Ian Kennedy, Patricia Magnuson, Diana Meyer and Rich Petersen, we want to thank other Enterprise staff for their significant contributions: Catherine Hyde, Kathleen Rzemien, Alicia Lindsey and Andrea Besok of the Knowledge Management department as well as Enterprise staff who contributed leadership and support to the success of the resident services program with our national and local partners: Kelly Cartales, Peter Werwath, Sabina Cardenas, Yianice Hernandez and Tiana Coll with Program Services; Kris Siglin, Tim May with Resource Development; Kate Allen in Portland, Ore.; Maria Barker, Anika Warner and Michelle Whetten in New York City; Deborah Stevenson in Washington, D.C.; and Alma Balonon-Rosen in Rochester, New York. We also want to thank our consultants, Jennifer Blake, Brigitta Kral, Sherri Alms and Fiona Lawrence for their work improving, editing and designing this publication. Finally, we want to thank Hal Williams of the Rensselaerville Institute for his counsel and inspiration on outcomes-focused program management.
A number of the documents in this tutorial are adapted from resources created by experts in their disciplines. We are grateful for their help and their generous willingness to share these valuable works. They are acknowledged throughout this tutorial on the resources they provided.
