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Virtual Resident Services Director™

PHA Readiness Scoring Worksheet

For team reviews: rate all 7 areas on the 1–5 scale below, mark the box that matches what is true today, and total your scores.

Housing Authority

Review date

Team members present

The 1–5 scale

1 · Early Stage

Little or nothing formal in place.

2 · Emerging

Some activity, but informal or inconsistent.

3 · Developing

Core pieces exist; noticeable gaps remain.

4 · Established

Structured, consistent, and tracked.

5 · Audit-Ready

Documented, measured, and review-ready at any time.

Scoring rules: rate what is true today, not what is planned. If you are between two levels, choose the lower one.

1

FSS Program Structure & Escrow

Score:
  1. 1 · Early Stage: No formal FSS program or documentation.
  2. 2 · Emerging: Basic program exists but processes are inconsistent.
  3. 3 · Developing: Contracts and escrow tracked, but gaps remain.
  4. 4 · Established: Strong FSS workflow with regular file reviews.
  5. 5 · Audit-Ready: Audit-ready FSS program with trained staff and clean escrow reconciliation.

Example 3: Contracts of Participation are signed and escrow is posted, but ITSPs are not updated on schedule and escrow is reconciled only once a year.

2

ROSS / Senior Services Case Management

Score:
  1. 1 · Early Stage: No formal case management or referral process.
  2. 2 · Emerging: Ad-hoc resident services with limited follow-up.
  3. 3 · Developing: Case plans exist but are not consistently tracked.
  4. 4 · Established: Structured case management with partner referrals and outcomes tracked.
  5. 5 · Audit-Ready: Comprehensive, person-centered coordination for seniors, families, and disabled residents.

Example 2: The coordinator helps residents who walk in, but there are no written case plans and referrals are not followed up.

3

HUD Compliance Monitoring

Score:
  1. 1 · Early Stage: No scheduled monitoring or corrective action process.
  2. 2 · Emerging: Reactive reviews when issues arise.
  3. 3 · Developing: Quarterly file reviews but inconsistent documentation.
  4. 4 · Established: Proactive monitoring with corrective action plans and deadlines.
  5. 5 · Audit-Ready: Robust QA system; audit-ready files and policies at all times.

Example 4: Files are sampled each quarter, findings get a written corrective action plan with due dates, and leadership checks that they are closed.

4

Resident Services Program Design

Score:
  1. 1 · Early Stage: No clear program model or needs assessment.
  2. 2 · Emerging: Programs offered but not tied to outcomes.
  3. 3 · Developing: Some alignment with resident needs and agency mission.
  4. 4 · Established: Designed programs with partnerships and defined pathways.
  5. 5 · Audit-Ready: Evidence-based, mission-driven programs with measurable resident impact.

Example 2: Workshops and events are offered, but there is no resident needs survey and attendance is the only thing tracked.

5

Staff Training & Coaching Systems

Score:
  1. 1 · Early Stage: No formal training or onboarding for Resident Services staff.
  2. 2 · Emerging: Occasional training; no curriculum or coaching.
  3. 3 · Developing: Basic onboarding with some ongoing training.
  4. 4 · Established: Structured training calendar and coaching with QA feedback.
  5. 5 · Audit-Ready: Comprehensive academy-style training, coaching, and cross-training in place.

Example 1: New staff learn by shadowing a coworker; there is no onboarding checklist or written procedures.

6

Grant Readiness & Funding Strategy

Score:
  1. 1 · Early Stage: No grant strategy or readiness process.
  2. 2 · Emerging: Occasional grant applications with mixed results.
  3. 3 · Developing: Tracks opportunities but capacity documentation is incomplete.
  4. 4 · Established: Grant-ready with assessments, strategy, and application support.
  5. 5 · Audit-Ready: Strong pipeline, diversified funding, and sustainability plans for every award.

Example 3: Staff watch for ROSS and FSS NOFOs, but letters of support, outcome data, and budgets are pulled together at the last minute.

7

Executive Leadership & Oversight

Score:
  1. 1 · Early Stage: Resident Services lacks executive visibility.
  2. 2 · Emerging: Reports exist but are not tied to strategic goals.
  3. 3 · Developing: Leadership receives periodic updates.
  4. 4 · Established: Resident Services integrated into strategic planning with dashboards.
  5. 5 · Audit-Ready: Executive-level oversight, board reporting, and performance-driven decision making.

Example 5: Resident Services outcomes are on a dashboard reviewed monthly by the Executive Director and reported to the board every quarter.

Team total (out of 35)

Lowest-scoring area

Bring this worksheet to your next team review, or enter the totals at rhondalattimore.com to build an AI improvement plan.

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Date

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