Why File Security and Exit Interviews Matter in MORs

This week’s Tuesday Tip with Vickie Bell dives into a crucial topic for housing management professionals: MOR Compliance. She discusses management and occupancy reviews (MORs), appeals, and the importance of securing resident files. With new regulations like HOTMA looming, it’s easy to get caught up in what’s coming next—but don’t forget what you already have.

MORs are designed to ensure compliance, protect resident information, and maintain housing quality. But what happens when files aren’t available for review? What are the risks when confidential resident information isn’t properly secured? Vickie shares key insights on why these issues matter more than ever.

Key Takeaways

• Don’t forget what you already have. Many are focused on upcoming policy changes, but failing to follow existing guidelines can lead to serious compliance issues.
• Exit interviews provide critical feedback. If your MOR score is below average or unsatisfactory, the first place to look is the exit interview. It documents the reasons for your score and serves as a roadmap for improvement.
• Securely store and protect resident files. Files must be locked and accessible only to authorized personnel. Leaving documents unsecured risks exposure of sensitive information.
• Management should always be able to produce necessary files. If you can’t provide resident files during an MOR, it’s impossible to receive a satisfactory score. No file = noncompliance.
• Confidentiality is paramount. Resident data includes Social Security numbers, birth certificates, and financial information. A single breach can have devastating consequences.
• Compliance makes everyone’s job easier. Following proper procedures reduces appeals, minimizes findings, and ensures smooth operations for management teams and contract administrators.
• Training and support are available. Contract administrators and RMs want to help. If you have questions, reach out for guidance.
• Security breaches have real consequences. One recent case involved a break-in where only Section 8 files were stolen. HUD required management to inform each affected resident that their personal data was compromised. Proactive security measures can help deter theft and protect residents.
• Stay proactive. Lock up files, follow compliance guidelines, and communicate with your RM for support when needed.

The Reality of MOR Scores & Appeals

Many management teams appeal MOR scores, arguing that they were unfairly rated. But in many cases, the exit interview already explains. Vickie emphasizes that if files weren’t produced, the appeal isn’t valid—management must take responsibility for ensuring files are available.

From 530 MORs conducted last year, only 30 received below-average scores, and just three were unsatisfactory. These cases are rare, but when they happen, it’s often due to missing documentation or unsecured files.

The takeaway? Focus on file security and compliance if you want a better MOR score.

Be Prepared, Stay Secure

MORs aren’t going away, and neither is the need for substantial documentation and security practices. Whether HOTMA takes effect tomorrow or next year, compliance remains the foundation of housing management.

What’s the best way to protect your property and your residents?

• Lock up files.
• Follow the MOR checklist.
• Know what’s in the exit interview.
• Ask for help if you need it.

“What if it were you?” This is the question Vickie asks every property manager. If your personal information were on the line, wouldn’t you want it protected?

Need More Guidance?

If you have questions about MORs, appeals, or resident file security, reach out to your contract administrator or RM. Training and support are available—don’t wait until an audit to take action!

Have a question for Vickie? Please email her at vbell@navigatehousing.com.