An Inspiring Example of Teamwork and Accessibility

Both borrowers are hearing impaired. They have a special phone number for me to call them so that we can communicate via phone and they are also great about email.

We have been communicating regarding their Trial Payment Plan (TPP) offer for two weeks. They were concerned about their equity if they chose to sell the property later. They thought equity was like money in the bank so that required some discussions so that they understood it’s really what the market may dictate. Explaining the escrow shortage helped them understand the TPP and their ability to sustain a mortgage payment long term.

Mediation was held and the mediator had the zoom session already ready to go where there were two interpreters that took turns interpreting using sign language throughout the two-hour session. The interpreters are only allowed two hours but they both volunteered an extra 10 minutes if needed. They also wanted to see a copy of the TPP Offer so that they could answer any additional questions for the homeowners after the session ended.

The homeowners have been diligent with building up their savings account. The TPP payment is only $75 less than their current payment but after we broke down what their true monthly payment was without any escrow shortage, they are happy with the new payment.

We set the 2nd session out for January 2027 with the intent that no one would need to attend the session because we would have the executed counter signed documents in hand.

I was so surprised when the mediator said that she never charges for the 2nd session both homeowners gave a thumbs up!

This was such a unique, and rewarding experience, and I am very proud to have been a part of it. Watching all parties work together to overcome communication barriers and help these homeowners move toward a positive outcome was both inspiring and humbling.

By: Sue Stevenson - Sr. HUD Housing Counselor