A management consulting firm rapidly augments their application processing team to support a housing assistance program.
SITUATION
As the U.S. recovers from the impacts of COVID-19, millions are facing a housing crisis that predates and has been further exacerbated by the pandemic. Our client contracted with the State of New York’s Office of Temporary and Disability Assistance (OTDA) to support the Emergency Rental Assistance Program (ERAP). This rent relief program helps eligible applicants obtain the rent and utility payments required to secure safe residence and requires that applications are reviewed and processed quickly to distribute aid. Apex was engaged to identify and manage a minimum of 400 consultants for the program’s workforce, with an opportunity for continued expansion depending on performance.
SOLUTION
Our engagement team established a Support Services Center (SSC) to deliver the application case managers needed to support ERAP. Our holistic workforce management approach encompassed seven distinct yet interrelated process areas: demand planning, resource management, recruiting and onboarding, performance management, and retention and transfer. Program deliverables included:
Delivered 580 case managers within 14 days, exceeding established goal by 45%
- Demand planning
- SLAs to deliver 400 resources in six weeks
- Program management to operate and maintain workforce
- Status reporting with daily rosters, equipment tracking, and onboarding
- Comprehensive reporting on Office of Federal Contract Compliance Programs (OFCCP), Equal Opportunity Commission (EEOC), complex financials, and time reconciliation
RESULTS
We effectively executed our contract to provide 400 application case managers in six weeks, delivering 580 total consultants by the client’s deadline and exceeding our initial goal by 45%. Our robust infrastructure of delivery centers and branch offices enabled the program to significantly increase their application processing engine and more rapidly provide critical relief to the community. As a result of our high-quality workforce, low attrition, high performing program management team, and competitive rates, Apex was chosen as the sole supplier to exclusively partner on ongoing needs as the program matures. Additionally, when our client was awarded new contracts to help distribute additional state funds to the community, we provided 40% of the resources needed to support the new programs.
