Emergency Rental Assistance Program
Florida Department of Children and Families
About the project
Tidal Basin was selected by the State of Florida Department of Children and Families to administer the state’s U.S. Treasury-funded Emergency Rental Assistance Program in response to the COVID-19 Public Health Emergency.
- Prime Contractor: Tidal Basin
- Project Dates: April 2021 to Present
- Funds Managed: $1.6 billion for Dept. of Treasury
Tidal Basin is administering the statewide $1.6 billion rental and utility assistance program for low-income households impacted by the COVID-19 Public Health Emergency. The program, known as OUR Florida, has fully utilized the State’s ERA1 allocation and has moved into processing the ERA2 allocation.
Our team provides full grant management, case management, call center, marketing, outreach services, and intake and entry of applications through a tailored tenant and landlord portal. The tenant and landlord portal has been customized for the program, which enables management to implement changes quickly and to track production goals and productivity. Tidal Basin has also created a paper application and launched a mail option for those unable to access a computer or internet services.
Tidal Basin ensures payments are made only to eligible applicants, avoiding duplication of benefits and within the expenditure deadline assigned by the U.S. Treasury. For example, Tidal Basin coordinates with counties and cities with direct allocations from the Treasury to prevent duplicative payments throughout the state.
Call Center Solutions
Tidal Basin launched a call center and case management staff of more than 500 within three weeks of contract NTP. Currently, we manage a staff of nearly 750 call center employees and over 450 case workers and quality control specialists.
Training and Support
The team has designed training to onboard staff for in-person and remote work, which has been critical in the ongoing public health emergency. In addition, we manage two program offices that host walk-in and scheduled appointments. Tidal Basin also coordinates with the Department to place program staff in 16 public benefits offices throughout the state. This reach enables the program to assist both tenants and landlords who may need assistance with scanning documents or understanding eligibility requirements.
Tidal Basin is responsible for overseeing and delivering the following services:
- Grant management
- Case management
- Applicant intake and eligibility
- Technology solutions
- Payment processing
- Monitoring and compliance with all federal requirements
- Document management
- Quality Assurance / Quality Control
- Required reporting (state and federal)
- Call center management
- Marketing and branding services
- Stakeholder engagement and coordination
- Public outreach
- Website development and maintenance
- In-person application assistance