ERS Staffing Models

Fannie Mae’s Healthy Housing Rewards™  - Enhanced Resident Services ™ (ERS) program provides financing incentives for properties where an owner has committed to providing a robust system of resident services coordination either through its own CORES-certified resident services infrastructure or through a CORES-certified third party. As part of the ERS proposal, applicants are asked to provide information about the property, the surrounding community (neighborhood amenities and data), resident demographics (if available), a proposed property-level resident services staffing model (and any virtual supports that may be part of this), a description of how resident services and property management will interact and collaborate, a description of any co-located programs or existing partnership that may be leveraged, and a proposed budget.  


For the ERS staffing model -- CORES has identified a target of a minimum of 1 FTE:150 households for ERS financed properties (1 FTE is defined as 40 hours per week). This ratio was developed in recognition of existing industry resident services staffing standards (i.e. HUD guidance (p.16) calls for a minimum ratio of 1 FTE:50-100 residents in their Multifamily Housing Program (assisting seniors and persons with disabilities) and Corporation for Supportive Housing has identified a minimum staffing ratio of 1 FTE:10-25 Residents in Permanent Supportive Housing models. The ERS target ratio of 1 FTE to 150 households recognizes that ERS financed properties serve a range of populations with varying levels of need, but still ensures a robust level of service coordination support for residents. Please note - CORES does not certify fully virtual resident services delivery models. 


The evaluation of ERS staffing plans takes into account (1) # of hours of property level staff and # of hours of virtual support, (2) # hours/level of support to the property from regional/corporate offices , (3) whether or not there are co-located programs/partners and/or existing partners that operate onsite regularly (such as a partner operating an afterschool program, dining program, or a health clinic), and (4) identification of populations that may require higher levels of engagement (based on community level data and/or property level data provided).