Homes For Our Troops (HFOT)

Homes For Our Troops (HFOT)

As part of our commitment to giving back to the communities where we live, work and play, Cinch has signed a 2-year agreement to become Homes for Our Troops (HFOT) Official Supplier of Home Protection Plans.

HFOT is a publicly funded nonprofit organization that builds and donates specially adapted custom homes across the United States. HFOT builds 20-25 homes annually and since its founding in 2004, they've built over 300 homes.

The process, from acceptance into the HFOT Family to Key Ceremony, takes 24-36 months. Construction averages six to nine months. Additional timeline is spent on land search and permitting. Interested to learn more?
  1. Click here to see where HFOT is currently building across the nation.
  2. Click here to see the Calendar of Key Ceremonies.
  3. Click here to watch a video of Veteran’s experience and get a look inside an HFOT home.

About the HFOT Customer

The HFOT customer has the desire to rebuild their lives with specially adapted home and are prepared for the responsibility of home ownership. They have the resources to maintain a home, including ongoing maintenance and upkeep, property taxes, home insurance, utilities, etc. 

Veterans eligible for the HFOT program receive a letter of eligibility for the VA Specially Adapted Housing (SAH) program. Here are some more details about the HFOT customer:
  1. Retired or in the process of retiring from military service.
  2. Have been severely injured in the Iraq-Afghanistan War, post 9/11/01. Severe physical injuries may include: One or more amputations; Full or partial paralysis; Severe Traumatic Brain Injury (TBI).
  3. Click here to view a list of active HFOT Veteran Home Recipients.
We are honored to have the opportunity to assist these new homeowners manage their repairs. Homeowners from HFOT rely on us to provide excellent, convenient customer service. Always maintain a high level of empathy, understanding, and patience.

You may encounter unusual or complex repair requests with HFOT homeowners. For example: In order to repair an outside gas line, it may require the removal of a wheelchair ramp that was installed over the main valve. In this scenario, Cinch will need to procure a Service Provider that is capable and willing to provide the extra steps and possible troubleshooting when needed.
  1. These customers have a variety of documented disabilities [from their selfless service in the armed forces] that have the potential of making homeownership more difficult for them than most people.
  2. They have gone through an extensive approval process to be qualified to receive this new home with specific accommodations to allow for a more independent lifestyle.  
  3. These customers are people first; do not reference them by their disability. They want to feel like capable members of the community that can do all the things you can do.

Product Information

Cinch donates a 3-year DTC Complete Home Plan with Premier Upgrade Package (PUP). Applies to every HFOT home built throughout 2021 and 2022. Plans are billed annually or monthly.

Identify the customer using the following in TIMX SCM: 
  1. Client ID: HM4TRP 
  2. Cell Code: HM100

Enrollment Process

Cinch Team

Responsibilities

Public Relations
  1. Receives a new HFOT Customer Profile directly from HFOT.

Product Development
  1. Enter Customer Information into TIMX SCM.
  1. Email Warranty Policy Number to HFOT Rep.
  1. Confirm if Veterans would like a Welcome Call with Cinch Vet Rep.
  1. Notify Cinch Vet Rep of the request for a Welcome Call (if applicable).
  1. Email the Automatic Enrollment Confirmation to HFOT Customer.
  1. Mail a Welcome Kit to the HFOT Customer’s new home 2 weeks after the Key Ceremony.
  1. Notify the Cinch Rep of request.
  1. Key Ceremonies are held on the Monday before the closing.

Cinch Vet Rep
  1. End of Year 0 & 1: Call the customer to answer any questions and/or educate on plan benefits. Review important contract specific information relevant to the customer.
  1. End of Year 2: Call the customer to discuss options:
    1. Option 1: Graduate Veteran to a regular Cinch DTC Complete Home Warranty
    2. Option 2: Downgrade to any Cinch DTC Warranty Plan
    3. Option 3: Cancel the warranty

Renewal Process

Cinch Vet Rep in partnership with Cinch Enrollment SME make initial contact to the Veteran to graduate them to a regular Cinch DTC Complete Home Warranty (DTC Whole Home Renewal MPP11 Plan) plus the regular PUP Coverage cost billed annually or monthly.

If the Customer chooses to explore other Cinch products:
  1. Option 1: Downgrade to any Cinch DTC Warranty Plan that best fits their budget and coverage needs or offer our standard renewal incentives.
  2. Option 2: Cancel the warranty.

Service Process

Service Initiation

HFOT Customers can place a claim online via Cinch MyAccount - www.CinchHomeServices.com or by phone. If placing by phone:
  1. HFOT Calls are routed to and handled by the Tier 2 Case Management Team. Customers must use the unique toll-free number 1-888-324-5688 in order to be routed to the appropriate group.
  2. Tier 2 Team Hours of Availability: 8 AM – 9 PM, M-F and 8 AM – 4:30 PM, Sat.

Deductible Information

  1. $100 deductible at the time of the service request
  2. Deductible must be paid even if the item is covered under the manufacturer’s warranty.
  3. Deductible covers the cost of labor; Cinch will facilitate its repair or replacement.
  4. The customer may choose to contact the maker of the appliance (i.e., Whirlpool, GE) to request a repair.

Locating a Service Provider

Locate a Service Provider that meets the HFOT job requirements:
  1. Must be able to provide the appropriate service
  2. Be available to visit the home within 24 hours of the service request

Customer Service Team

HFOT Calls are routed to and handled by the Tier 2 Case Management Team. Customers must use the unique toll-free number 1-888-324-5688 in order to be routed to the appropriate group.

Calls received outside of normal Tier 2 Team operating hours are routed to Customer Service for handling.

If you receive a call during normal Tier 2 business Hours (M-F 8AM – 9PM):
  1. Transfer the HFOT Customer to the appropriate Tier 2 line. Use this script for reference:
    1. “Thank you for being a Cinch Home Warranty Customer.  My name is <Name> and I will transfer you to the Cinch Concierge so they can further assist you.  Would you like the toll-free phone number that connects to this team directly in case our call gets disconnected?”
    2. Suggest that they get something to write with and provide the toll-free dedicated # for Tier 2 Case Management Team: 844-856-8283
If you receive a call outside of normal Tier 2 business hours:
  1. Attempt to assist and leave detailed notes in the CEC. Remember to thank our Veterans for their service during the interaction!

Service Initiation Calls

  1. When placing a service request for an HFOT customer, follow the standard process to create the job.
  2. The Service Call Fee for these customers is $100 and should be collected at initiation as usual.
  3. Post initiation, these service requests will be handled to completion by a Tier 2 Case Manager. It is critical that you leave detailed notes regarding your interaction and the details of the customer's request. Any special info that will assist the next associate should also be included. For example, Customer is hard of hearing.

VIP Customer Handling:

  1. These customers are honored Veterans and should be handled with care. Provide the highest level of service and sensitivity when speaking with an HFOT customer.
  2. Remember to thank our Veterans for their service during the interaction!

Case Management

  1. You may encounter unusual or complex repair requests with HFOT homeowners.
    1. For example: In order to repair an outside gas line, it may require the removal of a wheelchair ramp that was installed over the main valve. In this scenario, we must procure a Service Provider that is capable and willing to provide the extra steps and possible troubleshooting when needed.
    2. Contact Veteran’s HFOT Rep regarding the complexity of the repair for support in approaching the issue.
    3. Take detailed notes in the CEC Communication Log in ServiceBench, then contact that Veteran’s HFOT Rep.
  2. Notify the Veteran that they are eligible for a deductible reimbursement with HFOT within the first year of home ownership. Customer must notify their independent HFOT Rep of the service request in order to get reimbursed.
  3. Remain in contact with the customer throughout the service process to ensure things are going smoothly.
  4. Follow-up with the customer: After the diagnostic visit is complete; One week after repair; Email the customer detailing the options of any non-covered charges.
  5. Identify the customer using the following in TIMX SCM: 
    1. Client ID: HM4TRP 
    2. Cell Code: HM100
  6. Use required PUP Regulation Scripting when addressing HVAC repairs.
  7. Helpful home details to note when authorizing repairs, ordering parts, and communicating with the Service Provider:
    1. All houses are about 2800 sq. ft. in size
    2. Home Layout Configurations: Config. A: 4 bedrooms, 2 baths; Config. B: 3 bedrooms, bonus room, 2 baths
    3. Home Kitchen Configurations: Config. A: Kitchen in front of home; Config. B: Kitchen in rear of home.

About the Homes

Click here to watch the HFOT Virtual Tour. Here's a list of the available modifications for HFOT Homes:
  1. Widened Doorways and Hallways: Enables complete wheelchair access.
  2. Lowered Countertops & Accessible Appliances: Height of oven and cooktop surface enables safe food preparation.
  3. Roll-Under Sink: Wheelchairs fit under all countertops, sinks, and cooktops.
  4. Roll-Under Stove Top: Wheelchairs fit under all countertops, sinks, and cooktops.
  5. Roll-Under Counter: Wheelchairs fit under all countertops, sinks, and cooktops.
  6. Pull-Out Spray Kitchen Faucet: Veterans with limited hand mobility or injuries can easily turn water on and off with this ADA compliant faucet.
  7. Pull-Down Shelving: Eliminates need to climb or reach, reducing risk of falling from wheelchair. Enables the Veteran to safely reach for items in cabinet from wheelchair.
  8. Roll-In Shower: Enables Veteran to transfer from wheelchair, reducing risk of slipping on wet floor.
  9. Built-In Shower Bench: Made of non-slip material, reducing risk of injury. L shape enables easy transfer without getting the wheelchair wet. Guest bathroom is wheelchair accessible, enabling the Veteran to help children during bath time.
  10. Grab Bars: Aids the Veteran’s ability to maintain balance in the bathrooms.
  11. Therapy Tub: Eases pain and discomfort from the Veteran’s injuries. Dual whirlpool/bubble jet action capabilities provide options to support various therapy programs for the Veterans. Window above the tub features motorized blinds.
  12. Digital Shower Temperature Controls: Enables the Veteran to set the water temperature instantly. This is especially important for those with burns and trouble regulating body temperature due to amputations/blood circulation issues.
  13. Programmable Toilet: Bidet enables hands-free use.
  14. Master Closet: Built to FEMA Level 5 standards, doubles as a storm room with pull down closet rods for accessibility. Provides a safe location for the Veteran and his or her family during severe weather and natural disasters.
  15. Prosthetic Charging Area In Master Closet: Enables Veteran to charge multiple prosthetic devices at once.
  16. Accessible Walkway: Enables wheelchair access around the entire home.
  17. Luxury Vinyl Plank Floors: Carpet-free surfaces and no thresholds enable our Veterans wheelchair access throughout the home.
  18. Automatic Doors: Enable hands-free accessibility when entering or exiting the home.
  19. Generator: Has a 20kW capacity to power all major appliances in home during power outages and enables the Veteran to continue charging their prosthetics and power wheelchairs.
  20. Raised Outlets: Easily accessible to the Veteran from a wheelchair.
  21. Dual-Zoned Thermostat: Enables the Veteran and family to be comfortable and provides an energy cost savings to the Veteran.
  22. Lowered Switches and Thermostats: Easily accessible to the Veteran from a wheelchair.
  23. Elevated Washer and Dryer: ADA Pedestal height enables easy access for laundry. Laundry room sink enables the Veteran to wash/clean prosthetics near the garage as opposed to the kitchen or bathroom.
  24. LED Bulbs/Fixtures: Long lifetime reduces home maintenance for the Veteran and lowers the risk of injury during replacement. Eliminating fluorescent light is beneficial to those who are susceptible to seizures.
  25. Windows: Windows open horizontally and are lower to the ground making it easier for Veterans to maneuver and/or make an emergency escape from a wheelchair.
  26. Tilt Mirrors: Allows Veterans in wheelchairs the ability to adjust the degree of the mirror to see. Allows Veterans the ability to adjust the angle of the mirror to see straight into the mirror from a wheelchair.




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