Six Months for RAFT: Another Tenant Falls Through the Cracks for Housing Assistance
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By Kimberly Rau, MassLandlords, Inc.
“If anyone is a no-brainer for this program, it’s her.”
That’s how Julianne Posco, a Massachusetts landlord, described her tenant, Hong (last name redacted for privacy). Posco spent the better part of 2021 trying to help Hong get RAFT funding to remain in her home.
When even the perfect candidates for RAFT can’t get rental assistance for months, something is wrong with the system.
RAFT, or Residential Assistance for Families in Transition, is a program designed to keep people from becoming homeless. When the COVID-19 pandemic hit, Massachusetts was awarded $800 million in additional funding for the RAFT, ERMA and ERAP programs, but frustratingly, more than $500 million remains undispersed as of this article’s publication. (You can see the amount of dispersed funds between each program on the state’s eviction diversion initiative dashboard.)
On paper, Hong was the perfect candidate: an 80-year-old woman from Vietnam who receives Social Security and has lived in the same apartment for 17 years. She was on the Section 8 waiting list and, according to Posco, has a disability. Unfortunately, in 2021, she became unable to afford all of her rent, and was $3,000 in arrears by June.
In her words, Posco said she tried to help her tenant as much as possible because “this neighborhood is her family. She would run into some financial issues if she had to move, so we are doing our best to keep her in her home and keep it affordable for her.”
To that end, Posco helped Hong apply for RAFT in February 2021. The housing agency she went through was RCAP Solutions, one of two agencies that administers the RAFT program for Fitchburg. She was informed that there was a backlog due to the number of applications coming in, and it could be up to eight weeks before she heard anything about the application.
Eight Weeks Came and Went
“I waited the eight weeks and then called in to check on things because I hadn’t heard from anyone,” Posco wrote to MassLandlords. “From mid-March until late May I experienced many frustrating calls with the RAFT office.”
In one of those calls, Posco was informed that the RCAP office did not have the RAFT application. But in a subsequent call, she was informed that the office did have the application, but that it wasn’t filed correctly. The office reportedly informed Posco that Hong would have to file her own application herself, even though Posco was able to file on Hong’s behalf as her landlord. Then, Posco was told the application was missing supporting documentation, which, Posco says, was filed with the original application.
“[Then] there was an issue with the payment documentation that we sent in,” Posco wrote. “It wasn’t sufficient, so we spent about a week or two trying to get a letter from the Social Security office stating [Hong’s] benefits.” However, Posco added, she only knew about the missing documentation because she had called.
“They were not notifying me of anything throughout this entire process.”
That documentation was filed in early May. On May 4, an RCAP employee informed Posco she needed to re-submit Hong’s license and Social Security card copies, because the ones they had were too blurry. Posco says she did so on May 6. When she did not hear back by May 15, she called to check in.
Application: Canceled
“[When I called,] I was told her application had been canceled, for a while,” said Posco. “You can imagine my frustration! I asked to speak to the director... I left a voicemail requesting a call back regarding this situation. She never called.”
On May 18, Posco received an email from the person she had been working with before, who informed her, “…both times that you applied online your application was marked incomplete.” Posco stated that she had only applied online once, and had never been informed that anything was incomplete. She resubmitted the application once more and never heard back.
On May 24, Posco contacted the office of Rep. Lori Trahan requesting assistance. On June 15, she was informed Rep. Trahan’s office had spoken with the RAFT office and the application would be expedited.
In early July, RAFT paid Hong $3,000 to cover her arrears, but did not offer further assistance because Hong’s situation was not directly Covid-related, and because Hong’s regular income was not enough to cover the rent when the stipend ran out.
Hong was current on her rent through June 30, 2021, but fell into partial arrears again on July 1. Hong learned later in the summer that she was approved for Section 8 after almost 10 years on the waiting list. Now, Posco says, they are in another waiting game, as they have not heard anything besides the fact that Hong was approved. She’s trusting the system to do right by her elderly tenant.
What Kind of People Get Denied for RAFT?
In a word, it comes down to communication. The tenant who can’t communicate (due to disability or language barrier) is going to have a hard time getting services.
In other cases, the landlord who doesn’t communicate can hold up the process for those seeking services. Delaying compliance by not filling out forms, filling them out improperly or in an incomplete manner, or just not answering the phone, only makes things more difficult. (To be clear, this was not the case with Posco, who did not know she needed to provide more documentation until well after she had filed on Hong’s behalf.)
The state has started making payments directly to renters with non-communicative landlords. This will help tenants in situations where the landlord is non-compliant for whatever reason (which could land them in hot water on discrimination charges).
But what about tenants or landlords who have no idea what happened to their application in the first place? Posco isn’t the first to tell us that the information they were given about RAFT applications was incorrect, incomplete or confusing. A prolonged battle to get rental assistance for one of the tenants of MassLandlords’ executive director took place this year. Our attempts at communicating with the Department of Housing and Community Development about RAFT were equally frustrating, and our public records request for RAFT numbers was denied.
Language Barriers Don’t Help Those Seeking Aid
If you go to the state’s Emergency Housing Assistance site and click “Apply Now for Assistance,” you will be taken to a page that asks you (in English) to “select your language.” On the RCAP website, a banner at the top of the page allows users to select their preferred language. Presumably, this is to help applicants like Hong, who aren’t fluent in English. However, we noticed that those pages are being translated by Google Translate.
Anyone who has attempted to use Google Translate to do more than a few simple phrases will understand the frustration here. Google Translate is not a substitute for professional, accurate translation services, especially for complex processes such as applying for rental assistance. It also means that, were Hong to call her local housing agency herself, she would be unlikely to have access to an interpreter who could speak Vietnamese. Having to find someone who could translate would further add to her wait time.
Conclusion
If your tenants are seeking RAFT help, ask them what you can do to help them. Be quick to respond to housing agency queries, and make sure the information you are sending in is accurate and complete.
Unfortunately, the issues with the system are outside of our control. We wrote to Secretary of Housing and Development Mike Kennealy in July, alerting him that the application process was having a discriminatory disparate impact. We implored him to create and enforce procedures that would compel RAFT administering agencies to go back to applications that may have been rejected due to language barriers. We received no reply.
When you are stonewalled by policy makers and state officials, it can be hard to stay optimistic about the odds of effecting change. As landlords, you can do your part to help make the process as easy as possible, so both you and your tenant come out ahead.
I applied 12/17/2021, received a call back about two weeks later saying I was refused because I used the last of my savings to pay Decembers rent., with nothing in my account to pay for Januarys rent. The case manager assigned to me told me to re-apply on Jan. 1 2022, and I would be approved. So I applied again. Did not hear anything from RAFT for three weeks, so I called, The new case manager I was assigned told me none of my downloaded documents came through, she could not see them. So , I downloaded on the site again, this time she said she could not see my lease agreement,, so I opened my document in a different file and opened it and sent it to the case workers work email. she replied by email saying my case was timed out because I didn’t have everything submitted on time! Today I called to find out why, she closed my case. I was told that I can not send documents through email. Then she told me to reapply, again! The first case worker told me DO NOT APPLY A THIRD TIME, I would not be approved if I did!, I Told the new case worker what I was informed about re applying a third time , and she told me OF COURSE YOU CAN ! Now I do not know what to do, I am 3,500.00 in arrears with rent, and I assume I will be receiving an eviction notice any day. I do not know why my state refuses to help me, no matter what program I apply for. I never thought I would end up homeless. Good luck to all who apply, I hope you have a case worker who knows how to download files.
I applied and have gotten an email that asked me to submit documents. Well… I already did submit them MONTHS ago. And so did my landlord. No response.
I also called my ERAP rep Maria Bruno many many times, and she never responded. In addition I emailed her approximately times and never got a reply.(even though her email says to call her with any questions).
This is frustrating and scary. My landlord is also waiting for his money, and he’s confused as to why this is taking so long.
I’ve also been waiting and waiting for a decent response,I recently became a homeowner due to the loss of my mother from cancer,leaving me the house I grew up in,which also left me with tenants. Before,my Mom died,she was owner and we all paid rent to her which went paid the mortgage,a 3 family brownstone in Roxbury,I was on the 1st floor which I shared with roommate,2nd floor occupant my cousin who paid rent as well and my mother occupied the 3rd. 2020 was the starting of everything,COVID,my mom’s diagnosis of pancreatic cancer,COVID shutdowns. I haven’t been right since. I don’t know what you guys are doing but PEOPLE REALLY NEED HELP,I’ve submitted doc after doc what else do u need to get this process done it’s been a year already.
You have to reapply is the Raft agent standard kiss-off.They pray for the application plauge to subside so they can resume a quiet text message.Ihave delivered and sent documents by USPScertified mail ,along with online uploads They have secret policy as to who gets funding.
This was also my experience. No language barrier or disability (besides LONG COVID which is why I needed assistance). I had to include state reps eventually. Same crap experience to receive ERAP funds. Eventually, my landlord and I had to part ways. I have kept records and documented the entire experience. I am now displaced with my children. LHAA was the RAA for us.
I have just gone through similar I applied in December 2022 because I had to move for my safety and my children’s from my neighbors! I found a place housing approved it great just waiting to hear about funding but nothing so January 2023 I call and because of new system they don’t have my application so I had to reapply so now I wait again and same thing come February so landlord applies and I do my share and nothing i keep calling and finally get told they didn’t get something from the landlord so they closed it so march I reapply again and April I’m denied because my living situation changed and I no longer am in need leaving me $6000+ owed to landlord and I’m on disability so are my kids so now I have no idea what to do maybe go to the mayor!
I also went through the same situation when I applied for raft back in 2022. I applied I believe in January come April I still wasn’t able to get in touch with anybody and when I finally did, they told me they didn’t have my application and I had to reapply. Fortunately, I was able to find a way to come up with my past due rent, but now I’m in another position because of medical reasons I’ve lost time out of work and fell behind again I did just reapply on July 3 and I pray to God I don’t get the run around like I did last year
I had apply ounce back in March try get new apartment know kids and would not have save place and be homeless took them three months, By time raft was approved had start my move process all over wait another apartment be available by time was done decided stay lease ended! Hold below know my lease was done reapply for raft, October my move in date December 1st 2023 still not approved sent them everything they had ask for unfortunately am force move out of current place go stay in hotel with kids and spend Christmas in hotel this year apartment supposed move in December 1st only give me one more week get the funds! Really honstely raft need a better system and communication better they don’t communicate call or email etc till application time out what point raft keep people from be homeless takes months for them approve people or they sit there wait for application time out or day before move in date denied application! Because of raft not approved my application on time kids and force spend Christmas hotel and force loose my section 8 force move kid’s different state till get my taxes! Wish had my taxes now wouldn’t have to count on raft so much!
Case worker for raft told me why haven’t I apply for emergencies family shelter why would I have to when I have apartments wait for me and you can send over deposit for, almost like they pick choose who they want to help and who deserves be homeless! More people homeless the more funds they get? Really what are they doing with all funds they get from government to prevent homelessness know not going to people that need help back rent or security deposit!
former social worker here, ADVOCACY FOR OVER 10 YEARS and I went thru allllllll the same issues once during covid and currently for a car accident with brain damage. IT IS THE SYSTEM ! THEY DO NOT CARE !!!! ITS TIME TO WAKE UP DHCD CARES SOON AS YOU SPEAK TO THE HIGHEST DIRECTORS THEY MAKE EVERYTHING HAPPEN EVEN IN THE SHELTER SYSTEMS ITS EVERYONE UNDERNEATH. THE CASE WORKERS ARE GATEKEEPERS THATS WHY THEY NEVER KEEP EMPLOYEES. I HAVE WORKED FOR DHCD AND CMHA AND DHCD IS GREAT CMHA AND UNDER ARE ALL IGNORANT. THEY REFUSE SERVICES THAT THEY CAN PROVIDE, THEY PICK AND CHOOSE USUALLY BASED ON THE RACE OF THE CASE WORKER THEMSELVES. THEY HANG UP WHEN YOU CALL AND DENY REFERENXE NUMBERS OR NAMES FOR CALL RECORDING . THIS PROBLEM IS IN HOUSING THE LANDLORDS MAINTENANCE OUR LOCAL AND STATE GOVERNMENT . IVE WORKED WITH TAFDC THOSE WOMEN ARE OUT OF THIS WORLD AND WORK SO HARD TO HELP OUR COMMUNITIES BUT AGAIN ITS THE CASE WORKERS AND PROGRAMS FROM THE COMMUNITY UNDER THEM THAT ARE GATE KEEPING!!!!