Housing Stabilization Conversation Practice
Acknowledge the additional concern, assess urgency, redirect to the planned goal, and connect the intervention to housing stability.
Planned Goal
Create a plan to submit the tenant’s missing rent-ledger documents by Friday.
Tenant Interaction
Ms. Alvarez opens the door and immediately begins describing an argument she had with her sister about a family birthday. She says the disagreement has kept her awake and asks whether the RSC thinks she should stop speaking to her sister. When the RSC mentions the rent documents, she says, “I know, but let me tell you what she said next.”
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Call the property manager with the tenant to clarify the balance and payment deadline.
Tenant Interaction
Mr. Bennett says he will make the call, but first wants to show the RSC several online advertisements for used cars. He explains that his current car is unreliable and spends several minutes comparing mileage and prices. He then says he does not like calling the property manager because the manager “always sounds irritated.”
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Complete an application for emergency rental assistance.
Tenant Interaction
Ms. Chen has the application open, but begins talking about a neighbor who leaves grocery carts near the elevator. She describes every time she has seen the carts and asks the RSC to speak to the neighbor. When redirected, she says the application is stressful and she would rather deal with it another day.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Agree on a realistic monthly payment toward the tenant’s arrears.
Tenant Interaction
Mr. Davis begins by talking about a new streaming service and several shows he watched over the weekend. He continues describing the characters when the RSC asks about his monthly budget. He eventually says he does not want to discuss money because it makes him feel judged.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Obtain proof of income needed for an arrears payment arrangement.
Tenant Interaction
Ms. Edwards says her pay stubs are somewhere in the apartment, then begins describing problems with her cellular phone. She asks the RSC to help compare phone plans and says the bill is unfair. She repeatedly returns to the phone bill whenever the RSC asks where the pay stubs may be.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Review the written warning about unauthorized occupants and create a compliance plan.
Tenant Interaction
Mr. Flores says his cousin is not really living with him, then shifts to complaining that the laundry room machines take his money. He shows the RSC photos of an error message and wants to call the laundry company immediately. He avoids answering how often his cousin sleeps in the unit.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Develop a plan to comply with the property’s no-smoking rule.
Tenant Interaction
Ms. Grant says other tenants smoke too and begins listing people she believes are violating different building rules. She wants the RSC to investigate a neighbor’s dog, hallway shoes, and loud television. She says it is unfair to focus on her smoking when everyone else is doing something wrong.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Review a guest-policy notice and identify how the tenant will prevent another violation.
Tenant Interaction
Mr. Harris begins talking about how lonely he feels and says his friends are the only people who check on him. He describes a recent breakup and says the RSC cannot expect him to turn people away. He does not want to discuss how many nights guests have stayed.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Respond to a notice concerning repeated obstruction of the hallway.
Tenant Interaction
Ms. Irving says the items outside her door are valuable and begins telling the history of where each one came from. She asks the RSC to admire an antique chair and several boxes of family photographs. Each time the notice is mentioned, she says she needs more time to decide what to keep.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Prepare the tenant for a meeting about repeated noise complaints.
Tenant Interaction
Mr. Jackson insists the complaints are retaliation and begins describing a disagreement from two years ago with another tenant. He wants the RSC to read old text messages and decide who was right. He says he will not attend the meeting unless the neighbor is punished first.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Prepare the kitchen and bathroom for a scheduled inspection.
Tenant Interaction
Ms. King opens the door with several unopened packages and excitedly explains what she ordered. She begins showing the RSC each item and asks for help returning a pair of shoes. When the inspection checklist is raised, she says she is too overwhelmed to clean today.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Submit a maintenance request for a leaking sink and document property-management follow-up.
Tenant Interaction
Mr. Lewis wants to talk about a television delivery that arrived late and says the retailer owes him a refund. He spends several minutes looking for the receipt while water continues dripping under the sink. He says the leak has been there for weeks and can wait one more day.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Create a plan to reduce excessive belongings blocking access to the unit.
Tenant Interaction
Ms. Martinez says she cannot move anything until she finds a missing necklace. She tells a long story about the relative who gave it to her and begins opening drawers unrelated to the blocked pathway. She becomes upset when the RSC returns to the access concern.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Arrange access for pest-control treatment and review preparation instructions.
Tenant Interaction
Mr. Nguyen says the real problem is that the building’s vending machine took two dollars. He wants the RSC to find the vendor’s phone number and repeatedly returns to the missing money. He has not opened the pest-control instructions and says he might not be home on treatment day.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Resolve a failed inspection caused by blocked windows and an inaccessible heater.
Tenant Interaction
Ms. Owens says the inspector was rude and spends the visit describing the inspector’s facial expressions and tone. She wants a written apology before she moves anything. She does not deny that furniture blocks the heater and one window.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Practice a plan for responding to neighbor noise without confrontation.
Tenant Interaction
Mr. Patel says he wants to discuss a parking space instead because another resident parked too close to his car. He shows several photos from different angles and becomes increasingly angry. He says he may confront the resident about both the parking and the noise tonight.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Prepare for a mediation meeting concerning repeated verbal disputes.
Tenant Interaction
Ms. Quinn begins talking about a package she believes was stolen six months ago. She wants the RSC to prove that the same neighbor took it and says mediation is pointless without proof. She has not identified what outcome she would accept at the meeting.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Develop a safety plan after the tenant received a warning for threatening language.
Tenant Interaction
Mr. Rivera says he only raised his voice because his bus was late and he had a terrible day. He begins describing the entire bus route and every delay. He says the staff member should understand his frustration and withdraw the warning.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Review how and when to report suspected harassment through appropriate channels.
Tenant Interaction
Ms. Simmons says her neighbor gives her strange looks, then shifts to concerns that someone may be using her Wi-Fi. She wants the RSC to inspect her phone and change every password. She cannot identify a direct threat but says she feels watched throughout the building.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Complete a written agreement to avoid contact with a neighbor pending mediation.
Tenant Interaction
Mr. Thompson says he needs to talk about his missing mail and believes the neighbor may be responsible. He wants permission to knock on the neighbor’s door and demand answers. He says avoiding the neighbor makes him look guilty.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Complete the tenant’s benefits renewal before the deadline.
Tenant Interaction
Ms. Underwood wants help finding a low-cost television stand and begins scrolling through marketplace listings. She says the stand is urgent because boxes are making the living room look messy. Her benefits renewal is due in two days, but she has not opened the notice.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Contact the tenant’s employer about missing wage documentation needed for rent calculation.
Tenant Interaction
Mr. Vega begins discussing a coworker who takes long lunch breaks and asks whether he should report her. He describes workplace gossip and says his supervisor plays favorites. He has not asked payroll for the wage statement.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Create a food-resource plan so the tenant does not use rent funds for groceries.
Tenant Interaction
Ms. Williams says she wants to plan a large birthday dinner for her niece and begins describing the menu and decorations. She says the family expects her to host even though she is short on money. She does not want to discuss the food pantry because she feels embarrassed.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Follow up on a disability-benefits appeal that affects the tenant’s rent payment.
Tenant Interaction
Mr. Young says he first needs help understanding a letter from a mail-order pharmacy. He talks at length about medications he received in the wrong package. The benefits appeal deadline is approaching, but he says paperwork always gives him a headache.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Develop a plan to replace a lost identification card needed for benefits and housing paperwork.
Tenant Interaction
Ms. Zimmerman says she also lost a favorite jacket and wants the RSC to call several stores to look for it. She describes where she wore the jacket and becomes tearful about the loss. She says replacing her identification can wait because she rarely uses it.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Create a medication-storage plan after a unit-safety concern was identified.
Tenant Interaction
Mr. Adams wants to talk about the building’s cable service and says several channels disappeared. He asks the RSC to call the cable company while medications remain scattered near a heater. He says he will organize them later because the television problem is more annoying.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Arrange transportation to a medical appointment that supports the tenant’s ability to live independently.
Tenant Interaction
Ms. Brooks begins discussing a disagreement with her home-care worker about cooking. She wants the RSC to decide who was right and says she may cancel all services. She has also missed two medical appointments because she did not arrange transportation.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Connect the tenant to in-home support after repeated difficulties maintaining the unit.
Tenant Interaction
Mr. Carter says his real priority is replacing a broken game controller. He explains that gaming is how he relaxes and asks the RSC to drive him to a store. He minimizes the spoiled food and trash that led to the recent inspection warning.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Develop a plan for responding to a behavioral-health crisis without damaging the unit or threatening others.
Tenant Interaction
Ms. Diaz begins telling the RSC about an upsetting social-media post and wants help responding publicly. She becomes animated and says everyone online needs to know what happened. She does not want to talk about the door she damaged during last week’s crisis.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Confirm a plan for managing mobility needs during an upcoming elevator outage.
Tenant Interaction
Mr. Evans wants to complain about the color selected for the lobby walls and says management never listens to tenants. He asks the RSC to organize a petition before discussing the elevator notice. He uses a walker and lives on the fourth floor.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Complete a housing application for an affordable unit with a deadline tomorrow.
Tenant Interaction
Ms. Foster says she wants to talk first about whether her nephew should change schools. She describes the school’s sports programs and asks the RSC to compare them online. She has not signed the housing application and says moving decisions make her anxious.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Gather identity and income documents for an affordable-housing interview.
Tenant Interaction
Mr. Green begins showing the RSC photographs from an old vacation and says he misses traveling. He continues telling stories even after the RSC explains that the interview is next week. He says the documents are probably in several different bags.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Review the tenant’s affordable-rent range and select units for referral.
Tenant Interaction
Ms. Hall insists she will only move to a building with a rooftop pool and begins describing luxury listings she saw online. She says she deserves something beautiful after everything she has experienced. She rejects the first affordable options without reviewing their rent or location.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Call a prospective property to schedule a unit viewing.
Tenant Interaction
Mr. Ingram says he first needs advice about what to wear to a family reunion. He brings out several shirts and asks the RSC to choose one. The property has left two messages and may offer the unit to another applicant.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Discuss a relocation offer after the current unit was determined to be unsafe.
Tenant Interaction
Ms. Johnson begins talking about plants she has grown on the balcony and worries that none will survive a move. She describes each plant and says she will refuse any placement that does not have outdoor space. She avoids discussing the safety notice requiring her to leave.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Create a backup shelter plan because the tenant’s eviction date is approaching.
Tenant Interaction
Mr. Knight wants to talk about storing his large television and collection of speakers. He asks the RSC to find free long-term storage before he will discuss shelter. The lockout may occur within a week, and he has no confirmed place to stay.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Review shelter options that can accommodate the tenant’s service animal.
Tenant Interaction
Ms. Lopez begins describing complaints from strangers who say her dog barks too much. She wants the RSC to explain dog-training techniques and says she will not go anywhere that questions the animal. Her temporary stay with a friend ends in three days.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Obtain consent to contact coordinated-entry and interim-housing resources.
Tenant Interaction
Mr. Moore says he wants to discuss replacing his phone charger and believes he cannot make any calls without it. He asks the RSC to shop online with him even though the RSC has a working phone available for resource calls. He says the housing system never helps, so contacting anyone is a waste of time.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Plan transportation and arrival time for a confirmed interim-housing bed.
Tenant Interaction
Ms. Price wants to stop at several stores before leaving and begins making a shopping list. She says check-in times are probably flexible and asks the RSC to call after they finish shopping. The bed must be claimed by 4:00 p.m.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?
Planned Goal
Develop a safe discharge plan because the tenant cannot return to the unit tonight.
Tenant Interaction
Mr. Roberts begins arguing that management should reimburse him for spoiled groceries. He wants the RSC to calculate the value of every item before discussing where he will sleep. The unit has been temporarily closed because of a serious plumbing failure.
- What would you say to acknowledge the tenant’s concern and redirect the conversation?
- What should be documented or followed up separately?
- How does the planned goal help the tenant remain housed, relocate to an affordable unit, or access safe shelter?