Program and Emergency Management

On behalf of the State of Florida’s Department of Commerce, Marcman Solutions supported the most successful implementation of the Homeowner Assistance Fund (HAF) in the nation. The Homeowner Assistance Fund was authorized by the American Rescue Plan Act, and provided $9.961 billion to support homeowners facing financial hardship associated with COVID-19 across the United States. HAF funds were distributed to states, U.S. territories, and Indian Tribes. The funds were used to provide assistance with mortgage payments, homeowner’s insurance, utility payments, and other specified purposes.

Marcman’s work included support of the design of Florida’s HAF program and drafting the plan approved by the US Treasury. Once the program began, Marcman managed marketing and a multimedia informational campaign (internet and radio). Marcman also conducted extensive community outreach and engagement and staffed and managed customer assistance centers across Florida. Marcman’s case management included (1) obtaining relevant application materials and information from Florida citizens, (2) supporting the input of application materials and information into the state’s CRM (Salesforce-based), (3) review of materials and information to make eligibility determinations (eligibility, amount and duration), (4) quality control review of internal eligibility and determinations, and (5) reporting of eligibility determinations for third party independent review and payments. In addition, Marcman was assigned “escalation” cases by the Department for expedited review and management of critical applications.

To ensure execution quality, Marcman developed training materials and performance tools that led to the most efficient case management team on the project. As a result of the efforts of the entire HAF team, Florida fully encumbered more than $600 million and assisted more than 28,000 homeowners. Of Marcman’s performance, Florida’s Director of Small and Minority Business Capital, who supervised the program on behalf of the state said, “without the extraordinary efforts of Marcman, Florida’s Homeowner Assistance Fund Program would not have been the most successful Homeowner Assistance Fund Program in the country.”

On behalf of the State of Alabama’s Housing Finance Authority, Marcman Solutions supported the implementation of the Emergency Rental Assistance Program (ERAP). The Emergency Rental Assistance Program was authorized by the American Rescue Plan Act, and provided more than $46 billion to support renters facing financial hardship associated with COVID-19 throughout the United States. ERAP funds were distributed to states, U.S. territories, and Indian Tribes. The funds were used to provide assistance with rent payments, and other specified purposes.

Marcman’s case management included (1) obtaining relevant application materials and information from Alabama citizens, (2) supporting the input of application materials and information into a CRM, (3) review of materials and information to make eligibility determinations (eligibility, amount and duration), (4) quality control review of internal eligibility and determinations, and (5) reporting of eligibility determinations for third party independent review and payments.

On behalf of the Florida Department of Commerce (formerly Economic Opportunity), and in response to Hurricane Ian, Marcman Solutions supported the establishment and management of Disaster Recovery Centers in Lee, Charlette, Collier and Sarasota Counties set up as part of the coordinated effort of the Department and additional State of Florida agencies. Hurricane Ian was a Category 5 Atlantic hurricane, the third-costliest weather disaster on record, and the deadliest hurricane to strike the State of Florida since the 1935 Labor Day Hurricane. The Disaster Recovery Centers were designed to help disaster survivors jumpstart their recovery from Hurricane Ian, providing disaster survivors with information from the state.

The centers were open 12 hours a day seven days per week following the storm. These centers served as one-stop shops for those impacted by the storm, allowing victims to apply for FEMA assistance, unemployment, and disaster supplemental nutrition assistance. Victims of the storm could also file insurance claims, receive food and water, and replace lost identifications. At the Centers, Marcman personnel supported thousands of affected citizens, helping them learn about available assistance and walking them, step-by-step, through the application processes.

On behalf of the Florida Department of Commerce (formerly Department of Economic Opportunity) and the Florida Department of Children and Families, and in response to Hurricane Ian, Marcman Solutions assisted storm victims with receiving financial assistance. Hurricane Ian was a Category 5 Atlantic hurricane, the third-costliest weather disaster on record, and the deadliest hurricane to strike the State of Florida since the 1935 Labor Day Hurricane. Marcman Solutions assisted individuals with disaster unemployment and supplemental nutrition assistance applications, also helping them learn about available assistance and walking them, step-by-step, through the application processes. Marcman Solutions also case managed applications for the emergency bridge loan program.

Of Marcman’s performance, Florida’s Director of Small and Minority Business Capital, who supervised the emergency bridge loan program on behalf of the state said, “Marcman Solutions has presented innovative solutions for approving loans that would lead to faster approvals. We trust that Marcman Solutions understands our challenges and is a good representative of the State in helping us navigate this process.”

On behalf of the State of Florida’s Department of Commerce (formerly the Department of Economic Opportunity), Marcman Solutions supports the implementation of the State Small Business Credit Initiative (SSBCI). The American Rescue Plan Act reauthorized and expanded the SSBCI to provide $10 billion to support small businesses and empower them to access the capital needed to invest in job-creating opportunities through the United States. SSBCI provides funds to states, the District of Columbia, territories, and Tribal governments to promote American entrepreneurship, support small business ownership, and democratize access to capital across the country, including in underserved communities.

Marcman’s work included support of the design of Florida’s SSBCI program. Once the program began, Marcman Solutions assisted in marketing the program to financial institutions and businesses.