We’re proud to announce that DHIC has achieved the Certified Organization for Resident Engagement & Services (CORES) certification. It recognizes organizations that have developed a commitment to providing coordination of resident services in affordable housing.
The Stewards of Affordable Housing for the Future (SAHF) has provided a framework for a System of Resident Services Coordination as a model for managing, implementing, and evaluating resident services in affordable housing, on which the CORES certification is modeled.
Manager of Resident Services LaTonya Mckoy, who recently celebrated nine years working with the Resident Services team, explains, “Our team has done a great job of creating community-building opportunities for residents, but we have always known we want to do more. We see the challenges that our residents face, and we took it as a call to action for us to grow our efforts to support them. We’re thankful to SAHF and the research they’ve done over the years, which led the way for us to pursue this certification.”
Achieving this certification will allow our Resident Services team to scale up to offer more support where it’s needed. LaTonya continues, “We have to build a foundation to be able to serve more. This certification offers a set of standards to follow so we can grow and better coordinate with other departments of the DHIC team as well as our external partners in a way that will benefit our residents now and in the long run.”
The CORES certification recognizes our organization’s commitment to delivering high-quality resident services, which can positively impact both the residents and the properties in which they live. Achieving this certification has the following benefits both for our organization and the residents at our properties:
- Access to Special Funding and Resources: The certification enables DHIC to qualify for Fannie Mae and Freddie Mac financing programs, as well as additional grants and funding sources that prioritize strong resident services.
- Enhanced Resident Outcomes: CORES-certified programs improve residents’ quality of life and stability by offering services such as financial literacy, job training, and housing support, leading to enhanced well-being and reduced turnover and eviction rates.
- Strengthened Community Trust and Engagement: This certification enhances resident satisfaction and engagement by providing quality services that foster community involvement and a sense of belonging, encouraging longer stays and positive recommendations.
- Operational Efficiency and Best Practices: It provides a structured, evidence-based framework for resident services, ensuring better planning, measurable impact, and continuous improvement to meet resident needs effectively.
- Recognition and Competitive Advantage: The certification provides industry recognition of quality resident services, enhancing our organization’s reputation and offering a competitive advantage in attracting and retaining residents.
- Improved Property Performance: CORES-certified resident services help reduce tenant turnover and vacancy rates, increasing resident retention and promoting long-term property stability and performance.
- Stronger Community and Resident Health: It helps promote healthier, more economically secure communities through health and wellness initiatives, as well as educational and employment support services.
- Alignment With Mission-Driven Goals: The CORES certification helps us align our resident services with our mission to support low-income families, demonstrating a commitment to holistic resident well-being while providing access to financial and operational benefits for long-term community success.
The six-month application process for the certification was intense, including an in-depth Community Scan and Property Services Plan. None of it would have been possible without collaboration across our different departments.
“I want to recognize and thank the people who made this achievement possible,” says LaTonya. “That starts with our senior leadership, like Yolanda Winstead [DHIC President and CEO], who declared we were going to improve our standards and invest in our resident services. Tinu Diver, VP of Impact, provided oversight and support throughout the application process. She provided key answers to CORES questions about the sustainability of our program and secured a supplemental grant from NeighborWorks America to support our “CORES readiness” efforts as we prepared to submit our application.
“I also want to thank Rachel Tutwiler, our Senior Resident Services Coordinator. She’s our data person, so she pulled the necessary data and led the process of the Community Scan. Likewise, Bridgette Lynn largely contributed to the Property Services Plan, which identifies the specific priorities and needs of each community. Sharon Lorden, CFO, helped pull together all of the information regarding our privacy and confidentiality processes and insurance documentation that were a critical part of the application.”
Outside of the DHIC team, external partners played a significant role in helping the Resident Services team during the application process. LaTonya thanks them for their assistance as well, saying, “Jill Baldwin with Resources for Seniors provided useful information to help us describe how DHIC’s Resident Services team supports a system of resident service coordination at our senior sites. The Community Management Corporation, one of our third–party property management companies, was very supportive during the application process by helping us describe their role in our resident services coordination model.
“Finally, many thanks to the social workers at our supportive housing properties, who are vital to the success of our Resident Services team. Specifically, Lyndsi Blank and her team of Monica Cheek at Lennox Chase and Loren Byers at Brookridge helped us tremendously.”
This collective effort made it all possible to achieve the CORES certification, and we’re excited to share how our Resident Services team uses this framework to make a difference in the lives of our residents in the coming months.
“I’m so proud to serve in an organization that is committed to dedicating the resources needed to center residents and support this important work,” LaTonya says. “Good things are happening.”