Josh Fuhrman_BWH Portland 2011

Josh Fuhrman: SVP, Community RelationsBring Workers Home ForumDecember 1st, 2011

Who We Are

• Founded in 2003, the Homeownership Preservation Foundation is a 501(c)(3) independent national nonprofit dedicated to reducing foreclosures and preserving homeownership for American homeowners

• HPF provides a comprehensive foreclosure prevention counseling service available to the homeowner for free by calling 888-995-HOPE™

Who we Are

• The Homeowner’s HOPE Hotline is offered by a network of 8 HUD-approved non-profit counseling agencies and 600 counselors, 24 hours a day, 7 days a week, 365 days a year

• Since 2003, the Homeowner’s HOPE Hotline has handled over 6,000,000 million calls and counseled over 1,000,000 homeowners

• In 2011, we continued to average over 4000 calls per day

MHA Call Center and Hotline Counseling

• This service is free to homeowners• We have the capacity to respond in 170

languages• 70% of the homeowners who call want to

speak to a counselor• We have 50 responders in the call

center; in addition there are 600 counselors standing by• HPF counselors connect homeowner to

their servicers over 75% of the time

• Every caller who wants a counselor is offered the choice of

receiving the service on the phone or in person.o If they choose in person, our locator data base

populated by 800 HUD approved counseling agencies, identifies the three agencies nearest the caller.

• 95% of them choose to receive the service on the telephone because1. It is convenient. They can get it anytime of

the day or night. We counseled 85 homeowners on Christmas Day.

2. Some borrowers experience shame in their situation and the telephone provides a measure of anonymity.

3. For rural homeowners, this is their best option

The Hotline offers homeowners a choice

Call Center

Counseling

Connection to servicer

Client action plan written and sent

to home owner

Data submitted to HopeNet and

retrieved by servicer

• 6 million calls received since 2003; • Over 1,000,000 homeowners counseled

• 75% of counseled home owners connected to servicer

What We Do

Borrower Experience

Consumer Outreach

• With the announcement of President Obama’s MAKING HOME AFFORDABLE program in March, 2009, HPF was honored to become the nation’s hotline, help to determine program pre-eligibility for homeowners and provide counseling that prepares them to take advantage of MHA

• 4 National Public Service Campaigns– Over 35,000 media outlets– Endorsed on over 120 congressional websites

• 71% of the callers report that loss of income due to underemployment or unemployment is their primary reason for default.

• 44% of the callers have an annual gross income of less than $40,000

•The average amount of unsecured debt is approx. $18,000

• 17% of those who qualified for HAMP had back end Debt to Income ratios greater than 55%

•250 homeowners per week feel they’ve been the victim of a scam

•7% of the consumers who call us are suicidal

•71% of homeowners who receive counseling are still in their homes a year later

Facts and trends in the current environment

•United Way/211

•Suicide/mental health counseling

•Credit counseling

•Legal resources

•Servicers

•GSE’s (Fannie Mae, Freddie Mac)

•Govt (Treasury, HUD)

Counselor and Consumer Resources

How a the counseling works

Consumer NeedOur consumer surveys tell us that:• Consumers are confused, frustrated, scared, anxious, angry and depressed

with their housing situation prior to calling the Hotline• Consumers often do not understand how to navigate through the various

programs offered by the Government and their servicers• Consumers are seeking assistance in dealing with their servicer• Consumers are looking to someone to turn to whom they can trust• Consumers indicate they are satisfied even if they do not receive the loss

mitigation option they sought, as long as they receive explanations and are treated fairly

How Counseling Helps:• Counselors use actively listen to the consumer with empathy in an effort to

ease their worry and stress• Loss mitigation options and program guidelines are explained and

confirmed for understanding• Counselor-facilitated contact to the servicer via a three-way conference call

is offered based on the consumer’s unique situation• Counselors confirm consumers understanding of next steps and solidify

through a written action plan that often includes additional referrals to helpful resources for further assistance

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Contact Information

Josh FuhrmanSVP, Community Relations

[email protected]