The Rental Assistance Program organized by the City of Fayetteville and Cumberland County continues to process claims from residents impacted by COVID-19.

According to a report released Wednesday, the Call Center “has handled more than 12,000 calls since June 1 and the levels remain high.”

The report said agents have been meeting with vulnerable applicants “to ensure that access to the program is readily available.”  

Listed as one of the program’s “High Points” the report states that 4,248 applications for assistance have been submitted to IEM, the contractor employed to administer the program.

According to the report, one of the biggest challenges facing the program has been helping residents complete the application process correctly.

A press release issued on Wednesday by Kevin V. Arata, corporate communications director for the City of Fayetteville, stated, “Many applicants are having issues with the basic eligibility questions, requiring case managers to reach out to gather additional eligibility information.” 

For instance, according to the report, some residents erroneously answered the question, “Were you impacted by COVID-19.”

“Many applicants are answering ‘NO’ and that makes them ineligible,” according to the city’s media statement. “However, our team is reaching out to every applicant that answers ‘NO’ to determine their understanding of the question. Eligibility is critical to this program and no one should be erroneously left out.”

Other points of the report stated the following:

“While Intake is still very active, Case Managers have been assigned sample batches of  applications to review to identify trends for missing information as well as process fully eligible applicants to award. (This is essential to get “wins” early in the program  and test the process for any inefficiencies).  

“Program’s first award was processed, awarded and disbursed within the first 2 weeks  of program.  

“The initial sample batch was 160 files and currently, 61 awards have been made. To  date the program has sent out grant agreements totaling $216,725.11. 

“Case Managers are now making a pivot from Intake to initiating full eligibility reviews  and award processing. For COMPLETED applications, the review and award process  will only take 3-5 days. NOTE: Vulnerable applicant intake appointments have been  reduced to two days per week. 

“The Contractor (IEM) has identified applicant categories that will allow for focused and  faster processing (i.e. large landlord populations, and utilities only)  

Some of the challenges the Program has seen in recent weeks includes a rise in evictions and utility disconnects “and we are trying to help as many as possible,” the report stated. “These issues require additional attention and have an impact on the pace of Case Manager reviews. (Case Managers have been working with tenants and landlords/utility companies to prevent evictions/disconnections).”

Early in June, Fayetteville Mayor Mitch Colvin urged residents to apply for assistance.

“COVID-19 changed our lives and people are trying to survive financial struggles brought on by the pandemic,” Colvin. “This program can help our residents stay afloat. We encourage landlords to work with tenants who may be behind on rent to apply for this assistance program.”