Management Index & Serious Incident Tracking
Aaron Dobish, Associate Director – Housing Operations & Programs
Common Ground Overview
Common Ground was founded in 1991.
We own 11 properties and manage 2, comprising 2,659 units of supportive housing, in New York City, Rochester, and Connecticut.
We operate 123 scatter-site apartments, 386 units of transitional housing, and conduct street outreach in Brooklyn, Queens, and Manhattan.
Our partners, CUCS, The Actors Fund, Good Shepherd, Bronxworks, and The Door provide onsite social services.
Common Ground properties have robust staff, including 24 hour contract security.
Although we don’t have access to the same information as social services, we examine a great deal of data.
Databases for tenant information
MRI – Intuit Real Estate software Rent, including charges and payments No-pay cases
MTDB – Internal Database, with link to MRI Primary source for tenant information Subsidies, income, demographics Holdover information
Incidents Database – Internal Database, with link to MRI Incident reports
Facman/Maintenance Connection – Web based CMMS Workorders Apartment inspections
Data Entry
Information is entered into these databases as events occur
Rent Monthly Billing Real time information for payments and notes Court cases are tracked when the case begins and ends, as well as
intermediate steps
Security staff document incidents immediately
Workorders are requested by tenants as needed
Apartment inspections are conducted at least three times a year and are recorded as they happen
Distribution Mechanisms
Incident report distribution includes social services Allows for quick
interventions Feedback is given to
security staff after an incident
Agency Dashboard
Monthly financial review for each property
Regular meetings with Social Services to review: Rent Legal Cases Incidents Apartment Condition
Thoughtful in how to get staff to complete data entry
Close feedback loops with analysis of data
Management Index
Index provides a complete picture of tenants in our housing Uses objective criteria to document their success Highlights individual tenants in need of additional assistance
Helps to focus attention on problematic areas in a building Drastic changes in one area may indicate an issue e.g. drug activity may result in more incidents
Ability to get a snapshot of overall tenant needs
No double entry of information
Index has evolved over time
Score Calculation & Distribution
Given a score of 1, 3, or 5 in five categories
Lowest Score determines overall score
Scores are calculated monthly and distributed
Historical scores are tracked in MTDB
Number of tenants scoring 1 is tracked on our agency dashboard
Focus and calculations
Three month period for data
Rent Percentage of amount
billed vs. amount paid Tenants on Rep Payee
automatically get a 5
Serious Incidents No incidents – 5 1 to 2 incidents – 3 3 or more - 1
Holdover Notice to cure or later Includes stipulation
periods
Apartment Inspections Acceptable, Borderline,
Unacceptable Rating determines score
Workorders Number submitted
Sample Management Index Scores
FirstName
LastName
UnitSubsidy
CodeRep
payeeRentScore
WorkorderScore
IncidentScore
Apt ConditionScore
HoldoverTotalScore
Bart Simpson 211 NYNY 3.00 3.00 5.00 5.00 5.00 3.00
Lisa Simpson 212 LI 5.00 5.00 5.00 5.00 5.00 5.00
Ned Flanders 213 NYNY 5.00 3.00 3.00 5.00 5.00 3.00
Bleeding Gums
Murphy 214 LI 3.00 5.00 5.00 5.00 5.00 3.00
Montgomery Burns 215 NYNY 1.00 5.00 1.00 3.00 5.00 5.00 1.00
Seymour Skinner 216 LI 5.00 5.00 5.00 5.00 5.00 5.00
Percentage of Tenants with Each Score
april
may
june ju
ly
augu
st
sept
embe
r
octo
ber
nove
mbe
r
dece
mbe
r
Jan-
12
febr
uary
mar
ch0%
10%20%30%40%50%60%70%80%90%
100%
531
Individual Tenant History
Rating Date
Apt Cond
Holdover
Incidents
RentRep
PayeeWork
OrdersTotal Score
8/31/2011 5 5 5 5 1 5 5
9/30/2011 5 5 3 5 1 3 3
10/31/2011
5 5 5 5 1 3 3
11/30/2011
5 5 5 5 1 3 3
12/31/2011
5 5 5 5 1 3 3
1/31/2012 5 5 1 5 1 3 1
2/29/2012 5 5 3 5 1 3 3
3/31/2012 5 5 3 5 1 1 1
Number of Tenants with Incident Scores
may
june ju
ly
augu
st
sept
embe
r
octo
ber
nove
mbe
r
dece
mbe
r
Jan-
12
febr
uary
mar
chap
ril0
5
10
15
20
25
30
35
40
45
31
Uses
Provides a quick snapshot of individual tenant behavior at the moment Cross check against other
sources of information Identify tenants most in
need of help Determine strategy and
targets for court cases
Determine impacts of new policies and changing tenant populations
Examine trend data for individuals Chronically street homeless
adjusting to housing Identify decompensation
and other issues
Quickly review building information Current building snapshot
and trends Buildings as compared to
each other
History of Development
Concern about nature and frequency of incidents
Desire to look at aggregate information
Desire to compare trends across buildings
Focus
Incident Database has incident types and check boxes for emergency responders
Report examines frequency of Incident types Presence of emergency responders
Rate of incidents per 100 residents allows for comparison across buildings, because buildings vary in size.
Historical data is shown for trending purposes
Sample Incident Tracking Report
Total IncidentsJanuary
2012February
2012March2012
Q12012
Q42011
Q32011
Q22011
Q12011
NYPD (checked) 14 25 21 60 25 44 60 76
FDNY (checked) 1 4 1 6 6 8 12 9
EMS (checked) 17 17 16 50 34 40 47 70
Unduplicated Total 28 37 30 95 60 82 98 120
Argument/Dispute 4 5 8 17 10 21 32 36
Disorderly Conduct 1 4 3 8 3 2 19 5
Harassment 0 2 0 2 3 7 5 14
Illegal Activity 0 0 0 0 0 0 0 0
Missing Property / Theft 0 1 1 2 2 5 0 2
NYPD Called/Onsite 10 22 14 46 23 28 58 68
Physical Altercation 0 1 0 1 0 2 10 7
Property Damage 1 1 2 4 2 6 1 3
Tenant Abuse of Onsite Staff 1 1 1 3 1 3 5 2
Tenant Abuse of Security 1 5 3 9 4 11 6 7
Total 18 42 32 92 48 85 136 144
Incidents per 100 Residents
Total Incidents Per 100 residentsJanuary
2012February
2012March2012
Q12012
Q42011
Q32011
Q22011
Q12011
NYPD (checked) 4.12 4.21 5.08 13.41 8.65 13.27 13.04 12.59
FDNY (checked) 0.46 0.37 0.37 1.19 1.33 1.42 1.46 1.19
EMS (checked) 5.63 4.44 4.49 14.55 10.39 13.32 12.13 14.32
Unduplicated Total 8.65 7.51 8.42 24.58 17.89 23.75 22.33 23.39
Argument/Dispute 0.73 0.78 1.42 2.93 3.16 3.89 4.90 3.71
Disorderly Conduct 0.50 0.78 1.46 2.75 1.28 0.87 2.47 1.56
Harassment 0.37 0.27 0.09 0.73 0.55 1.14 0.82 1.65
Illegal Activity 0.00 0.05 0.00 0.05 0.05 0.14 0.09 0.23
Missing Property / Theft 0.32 0.09 0.23 0.64 0.50 1.05 0.96 0.50
NYPD Called/Onsite 3.25 3.34 3.66 10.25 7.69 9.06 10.94 11.62
Physical Altercation 0.00 0.05 0.00 0.05 0.23 0.32 0.64 0.64
Property Damage 0.05 0.09 0.09 0.23 0.27 0.50 0.37 0.23
Tenant Abuse of Onsite Staff 0.32 0.27 0.27 0.87 0.64 0.96 0.50 0.78
Tenant Abuse of Security 0.64 0.78 0.78 2.20 1.46 2.33 1.69 1.60
Total 6.18 6.50 8.01 20.69 15.84 20.27 23.39 22.52
Serious Incidents by Quarter/100 Residents
Q12012
Q42011
Q32011
Q22011
Q12011
Q42010
Q32010
Q22010
0.00
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
TOTALABCDD(a)EFF(a)GH
Uses
Examine current number of serious incidents per building Modify or change practices, such as setting thresholds for court Use data to help re-center staff and give perspective
Compare incident rates across buildings Examine different populations Promote best practices in managing incidents
Review trend information Are there more incidents during certain times of year? Helps to devote resources during startup
Two Tools Amongst Many
Use both tools together to give a clearer picture of incidents Management Index provides individual tenant data Serious Incident tracking shows frequency and types of incidents
Other tools include Exit Analysis – examines positive and negative exists from housing MTDB Audit – internal review of MTDB data Case Note Audit and Service Plan reviews – ensures we meet
contractual requirements Incident Review Committee – examines best practices, training
needs, etc.