Here is a quick update on how the COVID-19 crisis is affecting NACA operations and how you can continue to move forward toward your American Dream of homeownership during this time.

While nearly all NACA offices are open and running at this point in time, they remain closed to the public during the pandemic to protect the health and safety of our members and staff. 

All counseling appointments are being conducted as scheduled, but continue to be done online as a videoconference through the GoToMeting app.  Members will be advised by email a few days before the appointment on how to access the appointment online.

Many of our staff members are working from home.  This does make communications with them somewhat more difficult as they are not at their office desk and therefore cannot answer their office phone.  Therefore, please communicate with your counselor by email whenever possible, unless specifically instructed by your counselor otherwise.

Likewise, please do not email your counselor more than once per day with a specific topic or question.  Doing so only serves to further clog up an already full mailbox and will likely result in only delaying the response you are seeking.

We have developed new techniques for helping you get through the process as completely and efficiently as possible during the remainder of the pandemic.  One example is the ability for our members to now sign their bank application electronically, saving one more trip and helping to maintain social distancing.

While closings still require an in-person meeting, our offices and partnering title firms and closing attorneys have devised some effective and sometimes very creative ways to conduct the closing while maintaining the safety of all concerned.

While some cities, counties and states are starting to announce plans to begin phased reopenings of their economies, there are no dates set as of yet for any NACA offices to reopen to the public. Likewise, there are no dates yet for the return of our Achieve the Dream events, though it is clear it will be August at the very earliest , if that soon, before it will potentially be safe for our staff to get back on the road.

In lieu of the live ATD events we are developing the idea of a series of virtual ATD event in the weeks ahead. We hope to combine the best elements of the live events with the advances we have made in virtual workshops and video-conferenced counseling sessions to conduct large-scale pre-approval events.  We will provide more information as we develop the concept and begin to make plans.

With many NACA staff members presently working from home, many local office phones are automatically rolling over to NACA Member Services. This is creating a very large backlog on the Member Services lines, resulting in abnormally long wait times.  Please remember as noted above to contact your counselor via email wherever possible. This will reduce the number of unnecessary calls rolling over to Member Services, thus reducing their backlog and enabling them to better assist all of our members.

Like so many of you, we are more than ready for our lives to return to something close to normal but understand that we must continue to practice social distancing and other safety procedures to ensure that we beat the COVID-19 virus for everyone’s sake.  In the meantime, we must all find an extra measure of patience and tolerance, understanding that this crisis affects us all, whether or not we come into direct contact with the virus.  Be assured that NACA is continuing to work every day, continuing to fight for economic justice and helping you reach your American Dream of affordable homeownership.

By TTrumble

Online Operations Team and Forum Administrator for NACA. Based in the NACA National Counseling Center in Charlotte, NC.

  1. I’ve been experiencing issues trying to book an appointment online. I uploaded all the required docs, but when I get to the appointment part it says that I have to upload a number a documents I’ve already uploaded & saved. Any help/suggestions is appreciated!

    1. Hello houstonf,

      You will need to contact NACA Member Services at 425-602-6222 to see where the documents are in the file and why you are not being allowed to book the appointment.

      Tim Trumble
      Online Operations, NACA

  2. Good afternoon! I am working with a NACA office and am only waiting on the bank to give clearance to close. However, some paperwork seems to have been lost in the shuffle-the bank keeps asking for info they’ve had several times. To what extent are others experiencing this, and could it be related to the pandemic?

    1. Hello Jennifer Osborne,

      Somehow, we need to dispel this widespread but totally false notion that “paperwork gets lost”. Considering that your NACA file is totally electronic and paperless, there is literally no paperwork to lose. Instead, it’s a matter of efficiency when banks (very commonly) ask for a document to be resubmitted.

      Even in an electronic file, there are still literally several hundred pages of documents. Finding any one page can still be tedious and time consuming. It is frequently more efficient for the bank to ask for a document to be submitted more than once since it then becomes “top of the heap” and much easier to find. The bank underwriter or processor can come back to it later and there it is, right on top of the stack.

      The time that would otherwise be used digging for a single item can now be used to keep other files moving forward, making a much more productive use of everyone’s time.

      It’s not related to the pandemic, nor is it inefficiency on the part of the bank. In fact, it’s quite the opposite. It’s actually the bank asking for a little help so they can keep your file as well as everyone else’s moving along as quickly as possible.

      Tim Trumble
      Online Operations, NACA

  3. I have an appointment tomorrow but I never received an email about it. How do I speak to someone?

  4. We have submitted all paperwork, had our intake (or initial) meeting, our stuff was submitted to the underwriter on the 14th of this month. We are purchasing a new home and wanted to secure a certain lot so we went ahead and paid our escrow and signed contract to purchase. We were originally told we should receive our approval letter within a week but we are now nervous that we may not get it in the amount of time needed for the purchase. The builder said we have 30 days to procure lending. Any suggestions or thoughts.

    1. Hello Robin,

      The situation you describe is exactly why we advise our members to not even go house hunting until after they have received their qualification.
      Should the file come back from the underwriter with conditions rather than an approval, your Earnest Money Deposit could be at serious risk.

      You should have your decision from the underwriter in the next couple of days. Let’s hope you are qualified as easily as the counselor was able to submit your file. Registration for the Achieve the Dream Events for this weekend (May 22-25) and next (May 29-June 1) are already at capacity, which will severely limit the possibility of getting help at one of the events as well.

      Make sure you stay in touch with your counselor, especially since you may have to act quickly if the file comes back from underwriting with conditions.

      Tim Trumble
      Online Operations, NACA

  5. I am suppose to close in 1 day need extension and can not get Mortage counselor on phone or email he will not respond. Seller real estate agent asking for update MC refuse to address her.

  6. During this pandemic, I am currently furloughed until they say it’s ok to return. I am recently NACA Qualified. While this affect my qualification? Will I have to qualify again since I am on unemployment?

    1. Hello Calandra Dennis,

      As long as you are receiving unemployment benefits, your employer will confirm that it is directly related to the pandemic and that you will be called back to work at the appropriate time, you should be okay.

      Tim Trumble
      Online Operations, NACA

  7. I’m at the property identified stage. I received that text but my webfile still show House search.I uploaded inspection in Hand it’s day 8 and my contract say we’ll get repairs to seller in 10 days. MC said she’s working with underwriter.I don’t know where I am in this process but I need to submit repairs to the seller because we’re on day 8

    1. Hello Antoinett,

      Please email regarding your concerns. They will be able to update you on when you will receive the list of required repairs. Our HAND department staff members are working from home presently because of the pandemic, so a phone call will not get through at this point in time.

      Tim Trumble
      Online Operations, NACA

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