Ethnography – Individual Interview with Kim Longan, CEO of Billing Dynamics

Ethnography Summary

Victoria Velasquez spoke over the phone with Kim Longan, the CEO of Kim’s Billing Dynamics in Moorpark, CA.

Date: 4/30/17

Type: Individual Interview 2

Location: Over the phone

Team participants: Victoria

 

User Characteristics: Kim Longan

Female, age early 50s

Owns a medical billing company in Southern California

Asks if applicants have been convicted of a crime on job applications

Is extremely generous and totally believes in second chances

Has a history of hiring individuals who live off of government assistance

Treats her employees like family

Will create a part-time employment opportunity for someone she feels deeply for and wants to help

Has had a number of bad experiences with former employees who were not ex-offenders

Is experiencing hard times in her business right now and wants to avoid any risks that could further disrupt her company’s performance

What is this person about – what drives him/her? Kim loves to give. She treats her employees extremely well by showering them with gifts and being very flexible with their personal and familial needs. She strives to make people happy.

What is this person’s biggest point of pain? Kim has a hard time saying no to people. She feels sorry for a lot of people and lets her guilt overcome her common sense and rationality.

Memorable quote from interview: “I give my employees keys to my business and my house. I wouldn’t feel comfortable giving that privilege to someone who has been convicted of a crime.” “I run a small business and I have been faced with expensive lawsuits by ex-employees that I fired. I don’t want to take that risk again.” “My employees are very close with my family and my three daughters. I wouldn’t want to put them in danger.”

 

Top 3 Learnings:

  1. Kim is a very generous person who tries to see the good in everything.
  2. She is very loyal to her current employees, her business, and her family. Her business decisions are driven by this.
  3. She is more inclined to offer employment to someone who has been affected by incarceration but not someone who themselves has been incarcerated.

Key Insight – (1) As an employer, she places a lot of trust in her employees and she isn’t sure she could do that with someone who has been previously convicted of a crime. (2) If her business was larger and harder to take down, she might be more open to giving ex-offenders a second chance.

Expert Interview with Diana Hess

Ethnography Summary

Victoria Velasquez interviewed Diana Hess of Neighborhood Resources Connection.

Date: 4/4/17

Type: Expert

Location: Diana’s office in Downtown South Bend

Team participants: Conducted interview alone

 

User Characteristics:

Female, age 50s

Director of South Bend non-profit Neighborhood Resources Connection; member of the St. Joseph County Council

Sits on various committees in the South Bend community, including the committee for homelessness

Victoria met her when working on a project for NRC in her Project Management class

What is this person about – what drives him/her? Diana is driven by her selflessness and her desire to make this city a better place to live. She is very involved in the community and wants to empower people to better their neighborhoods that they call home.

What is this person’s biggest point of pain? She has a hard time convincing people in the community that the work that she does with her non-profit is valuable and worthy of their donations.

Memorable quote from interview: “Most neighbors want protection in their neighborhoods.” “Housing is a big issue for everybody.” “Some landlords are purely horrible.” “It’s always the same neighborhoods that end up with the short end of the stick.” “People get used to not being heard, so they have trouble trusting people who want to help.” “Most people end up doing petty crimes as a way to belong.”

 

Top 3 Learnings:

  1. No matter who you are, you want to live in a safe community.
  2. There’s a lack of affordable housing in the South Bend community.
  3. Community members use neighborhood associations to discuss and address problems of homelessness and crime.

Key Insight – (1) Community members in low-income neighborhoods are discouraged and aren’t optimistic about improving their communities. (2) Young people living in at-risk communities need to be busy and involved in their communities so that they don’t resort to committing crimes and doing things that will land them behind bars.

 

Activities:

  • Arrived at the Downtown South Bend offices
  • Walked upstairs to Diana’s office
  • Entered her office after knocking and hearing her say, “Come in!”
  • Sat around her desk and asked questions about NRC
  • Shifted the conversation to NRC’s Tapas and Tango fundraiser
  • Exchanged goodbyes and headed out of the building

Environment

  • Afternoon on a Thursday
  • Downtown South Bend offices, which are located upstairs above the Pigeon and the Hen Pottery
  • The Downtown South Bend offices were a bit busier than they normally are with almost all of the offices being occupied with someone working at a computer
  • The environment was a bit tense as Diana was stressed with all that she had going on

 

Interactions:

  • Victoria arrived at Diana’s office and knocked on her door to her office
  • Diana cleared off her desk a little so that Diana and Victoria could sit down
  • Diana answered Victoria’s questions about NRC and its role in promoting neighborhood safety
  • Diana and Victoria concluded by talking about another project that Victoria is helping Diana with—Tapas and Tango, a fundraising event for NRC that Victoria and her team were developing marketing materials for

 

Objects:

  • Diana’s computer
  • Pictures of neighborhood associations
  • Stacks of papers, folders, and binders scattered across Diana’s desk

Users:

  • Diana
  • Victoria
  • Other people working in their offices in the Downtown South Bend building

Immersion Ethnographic Research

Ethnography Summary

Victoria Velasquez immersed herself in the life of a guy named T’Andre whom she met at a Peer2Peer Group meeting at Imani Unidad.

Date: 3/8/17

Type: Immersion

Location: Imani Unidad office space downtown

Team participants: Grace, Wen Cong, and Wendy were also in attendance but Victoria talked to T’Andre alone

 

User Characteristics:

Male, age 20

Released from incarceration four weeks ago

He was locked up for committing an armed robbery

He was 14 years old when he first got locked up

He has friends who have also been sent to jail and some friends who have died from gang violence

He faces some uncertainty in his life as this girl he was seeing is pregnant but she’s not sure if he’s the father

What is this person about – what drives him/her? T’Andre is driven by his younger brothers. He didn’t have a fatherly figure growing up or a good role model from his older cousins, so he wants to be that figure for his siblings. He makes sure they do their homework and makes sure they are getting to sports practice after school.

What is this person’s biggest point of pain? He has a history of incarceration and cannot secure a job. He has applied everyday for the past two weeks and has not heard any positive news back.

Memorable quote from interview: “I was never good at sports so I wasn’t interested in any of that.” “I couldn’t get home at 3:00 am so I just stayed out and walked the streets.” “I know this sounds weird, but I’m glad I went away for four years. I needed that.” “I have plans A, B, and C and when they don’t work out I just try again.” When told that he should be proud of the way he is trying to turn his life around he replied, “Thank you. Ain’t nobody ever told me that before.”

 

Top 3 Learnings:

  1. He’s the oldest sibling and wants to be a role model for his younger siblings to give them someone to look up to, which is something he never had.
  2. Because he didn’t think he was good at sports he quit and got involved in bad activities on the street (drugs and crime).
  3. He has been in and out of jail since we has 14 years old.

Key Insight – (1) People get involved in bad things because they don’t know any different and they don’t have good role models to look up to and see the way a teenager should really be behaving. (2) Had he not gone to jail for four years, he would’ve had no motivation to change his life around.

 

Activities:

  • Got to Imani Unidad in Downtown South Bend
  • Looked around for Debra and found her in the basement
  • Went upstairs and found the Peer2Peer group meeting
  • Joined them for dinner but didn’t eat
  • Started talking to two young men but one wasn’t very interested in talking, so only carried out the conversation with one of them
  • Talked with T’Andre for 30 minutes
  • Transitioned into group circle
  • Shared with the group something that I had accomplished in the week and something that was holding me back

Environment

  • Wednesday evening
  • Room had chairs and tables, which were then moved to form a circle of chairs
  • The room was loud during dinner and conversations
  • The room had an uncomfortable feeling because there were a lot of new members to the Peer2Peer group and there were some obvious outsiders
  • The meeting was a safe space, which made people more comfortable sharing details about their lives

 

Interactions:

  • At first I was only talking to the other members of my team (Wen Cong and Grace)
  • Then I started talking to another familiar face—intern Andy
  • I walked around and tried to listen in on some people’s conversations amongst themselves
  • Eventually I introduced myself to two young men
  • I sat down at a table to the left of their seats
  • One of the guys was much more open to talking than the other one, so I carried on a conversation with that one
  • Debra came in and got the group meeting started
  • Each person in the circle had to speak in front of the group
  • After each person spoke the group clapped for them

 

Objects:

  • Tables and chairs
  • Notepad and pen

 

Users:

  • Debra, Baye, Andy
  • Some other counselors
  • Peer2Peer group members spanning a lot of different ages and a mix of men and women
  • Another ND group with about four students
  • Grace, Wen Cong, Wendy, and Victoria

 

Prototype Plan

Idea 1: Classes and materials with journey maps describing two different paths: one that leads to the cycle of incarceration-release-reincarceration, and one that leads to a just and clean life. Also, teaching the importance of goal setting

Summary: These classes and materials would be available to both ex-convicts and at-risk individuals, with the goal of helping ex-convicts break free from the cycle, and helping at-risk individuals avoid incarceration. The classes would be taught by successfully reformed ex-convicts or graduates of the program. Goal setting will be a constant focus throughout the bulk of the class. As one goal is accomplished, a new one shall be set with the help of their support system (family, mentor, teacher, Imani Unidad), and small goals will build up to larger ones.

Consider the Setting: We would test the prototype through mock classes in the existing Imani Unidad space. The subjects would be ex-convicts who have already been out of prison for a while and who have had experience with the incarceration-release-reincarceration cycle (both successfully and unsuccessfully). They would provide good feedback and suggestions to the class plan and how it should be run. We can also experiment with different settings (by setting up mock settings in Imani Unidad) such as schools, Boys and Girls clubs, or even in prisons so those currently in there are prepared to change upon release

Define what to Test: We would be testing to decide the best approach to addressing many of these sensitive issues. The classes cannot be taught in a patronizing or condescending manner and the main message must be one of support and cooperation. We would test the specifics of the journey maps to make sure they are as accurate to reality as possible. We would conduct surveys to test the interest in the class and different factors that would make the class more appealing to the participants. Lastly, we must test to make sure there are tangible benefits on behavior and mindset that last even after graduation from the course..

Define Feedback Activities: Arrange for interviews with the participants in the mock class. Ask if they have any general suggestions, if the journey maps matched their realities, how helpful the goal setting exercises would be, and if they thought it would create long-lasting benefits for them. Ask how many of them would continue to attend such a course, and take a general survey of at-risk population (through public school or Boys and Girls Club) to gauge interest.

 

Idea 2: Social media website for landlords and formerly incarcerated individuals

Summary: This idea would consist of a social media app where users who have been formerly incarcerated would create profiles that would allow them to highlight their accomplishments since being released from incarceration. Users who are landlords would be able to see this other side of individuals and hopefully use it to give them further consideration in the housing application process rather than just denying someone from the get-go because they have a history of criminal activity.

Consider the setting: We would want to test our prototype with landlords. We would need a variety of perspectives from different types of landlords. We could do this by going into leasing offices in nearby apartment complexes. We can also reach out to our own personal landlords to see if they would be interested in this app. In addition, we would also need to test the app with the other audience of users–the formerly incarcerated individuals. The best setting for this to occur would be in an Imani Unidad peer to peer group meeting. We could meet individually with group members and ask them for feedback in addition to speaking to the group as a whole to bounce ideas around.

Define what to test: We would be testing the app to see if it is user friendly and something that can easily be adapted. We would need to test how often users would interact with the app. Would it become one of their daily apps like Facebook, Instagram or Twitter? We would also need to test how trustworthy landlords find the information on the social media website to be. If there is a sense of uncertainty amongst users, the app will have failed in delivering a service that helps advocate on behalf of formerly incarcerated individuals. We would also need to test the frequency of use with the population of incarcerated individuals. They too might have reservations about putting information about their past criminal history on social media.

Define feedback activities: Ask landlords and former convicts to answer a series of questions about the app. Have them respond using a scale to ranging from “very unlikely” to “very likely” in terms of how likely they will be to use the app and incorporate it into their routine of reviewing housing applications/applying for housing.

Idea 3: Tracking device that allows Imani Unidad to check in with at-risk individuals when they have been away from their homes for extended periods of time at odd hours of the day.

Summary: This idea would put a tracking device on an at-risk individual’s cell phone. If they were to leave their house between the hours of 2 am and 5 am and be gone for more than 30 minutes, their mentor at Imani Unidad would get an alert sent to their phone. The mentor would then call the individual to check in with them and give them a reminder that they are here to help them if they find themselves in a sticky situation. The tracking device would be optional to put on your phone and it would be optional for the users to answer the call from their mentors.

Consider the setting: We would need to test our prototype with potential users, which would be most easily done by testing it with individuals at the peer to peer mentor group at Imani Unidad. We can ask the younger people how they would feel about such a device and we could act out what would happen for them. We would bring a prototype of the tracking device for them to put on their phones and we would create a mockup of the app that their mentors would be using.

Define what to test: The most important thing to test will be finding out how open individuals are to putting a tracking device on their phone. There are definitely issues of privacy concerns with this idea, so we would need to survey potential users’ willingness to use this device.

Define feedback activities: We would interview users and find out what they like and dislike about the app. We would also have them fill out a survey to gauge how willing they would be to participate in a mentorship program like this where the mentor is alerted if they leave their homes at unusual times. Furthermore, we would ask them how likely someone they know would be to take advantage of the mentorship offered and actually remove themselves from unsafe environments or situations.

Ideation Summary

Idea 1: Classes and materials with journey maps describing two different paths: one that leads to the cycle of incarceration-release-reincarceration, and one that leads to a just and clean life. Also, teaching the importance of goal setting

Entice: Many individuals do not realize the long-term consequences of spending even a short period behind bars. If they are taught about the struggles of find housing or employment post-incarceration, they may be more inclined to stay on the straight and narrow and avoid illegal activities. These classes and materials would be available to both ex-convicts and at-risk individuals, with the goal of helping ex-convicts break free from the cycle, and helping at-risk individuals avoid incarceration. The classes can be taught (or materials distributed) at local public schools, prisons, or non-profits like the Boys and Girls Club. To entice people to take the class, we can offer rewards such as a certificate of completion or a recommendation letter. Most of the target audience should be naturally enticed to the class after seeing the negative effects of drugs and incarceration in their neighborhoods or even within their friends and families.

Enter: When starting a class, the journey maps would be one of the first lessons taught, and it would remain as a guiding document for the remainder of the course. The different steps of the right path vs. the bad path must be consistently emphasized, as just one mistake could be enough to ruin a person’s life for the foreseeable future. However, the journey maps cannot be taught in a condescending or patronizing manner. Thus, Imani Unidad can hire successfully reformed ex-convicts to teach the classes and give talks. The students would be more likely to listen to someone who was or is in a similar situation to them (compared to a normal authority figure). Classes should be interactive as well as reflective, and they can contain a mix of at-risk individuals and ex-convicts so that both groups can learn from one another.

Engage: Goal setting will be a constant focus throughout the bulk of the class. Many of the successful users interviewed/spoken with stated that one of the biggest reasons of their success in reforming and gaining employment/housing after incarceration was the repeated following of goals. As one goal is accomplished, a new one shall be set with the help of their support system (family, mentor, teacher, Imani Unidad), and small goals will build up to larger ones.

Exit: At the end of the class, Imani Unidad would provide the students with a certificate of completion and a letter of recommendation regarding their character and the changes they are trying to make in their lives (if student is an ex-convict). This could be useful in future housing or job applications. Students will also be given a copy of the journey maps that they can keep at their homes to constantly remind them of the correct path, and how easy it is to diverge into the bad path.

Extend: After the class, successful students would be invited back for Imani Unidad alumni events, and some may even be invited to mentor other clients or teach classes themselves. The hope is that most if not all of the students will stick to the good path journey map and strive for their goals daily.

 

Idea 2: Social media website for landlords and formerly incarcerated individuals

Entice: A major problem with the afflicted individuals in Imani Unidad is that they are not only diseased by AIDS but also have the title of Ex-convict. This title is what creates the vicious cycle that Imani Unidad looks to prevent; as these individuals leave prison, a crucial factor for them to become productive members of society is to find work and/or a stable housing situation. Thus, a social media page driven to present profiles of ex-convicts in a positive light (like a facebook) that showcases their strengths (like linkedIn) could mitigate the hardship of finding work that would take on people with similar paths. This would call the interest to not only the specific individuals, but to possible employers.

Enter: What would first need to be done would be to gain exposure so that possible users may become the early adopters of the product. This would call upon us to seek out organizations like Imani Unidad and present the product to them and the opportunities for it. We could also gain exposure through advertising (on other social media pages, TV, or even radio) so that there could be a faster and more durable incubation period of use. This is when the user would create a profile and, with the help of more users, create a network of similar individuals. One would create a profile with important information (such as crime- subject to private usage with employer only) that would not only showcase the individual’s experience, but the drive and willingness to succeed.

Engage: With this, we would need to engage the individuals of which we seek to help so that the social media product can pick up steam and slowly become a viable source for insight on individuals seeking to turn around their lives. When the users become engaged, employers and real estate agents would have to eventually look to it before immediately turning down someone. Employers and property owners could contact the individual directly (like Facebook and linkedIn) when interested. If the individual is solely looking for work, this can be updated in the settings of the page so that real estate agents aren’t looking for uninterested users. This would not only benefit the individual, but the local economy.

Exit: After a successful creation of the product and a full base of adoption from an array of individuals across the nation (maybe even the world), the user might fall in line with an appropriate profession and/or housing given the level of experience, skillset, and drive. This would hopefully lead the individuals in achieving one of these things, if not both, and thus the user’s profile would be updated. A news feed (like in all social media apps) could be utilized to offer advertisements to individuals looking for housing and job but at the same time be used to highlight success stories of people using the app (obtaining meaningful work, changing life, etc.)

Extend: After the main use is fulfilled (individual’s life changed), the hope would be that the vicious cycle of drug use and crime would be eradicated. This in hope would change the perspective of at-risk populations so that the bigger picture is affected towards a more positive light. Success stories continue to build so much so that employers and property managers have no choice but to see every individual and assess them fairly and not have their past life affect a future of which they are trying to hard to change.

 

Idea 3: Tracking device that allows Imani Unidad to check in with at-risk individuals

Entice: Individuals don’t want to fall down a destructive path that lands them behind bars. Unfortunately, they are just trying to fit in and end up associating with groups that are engaging in illegal behaviors and activities. They lack the support system at home and at school to keep them from hanging out with the wrong crowd. A tracking device on their phone would alert mentors at Imani Unidad that they are outside of their house at odd hours of the night for an extended period of time. This would allow mentors to call them when they receive the alert to check in with them and to offer them guidance in getting out of a possibly bad or dangerous situation. So they would be enticed by the fact that they don’t currently have anyone to be accountable to. They would be further enticed by seeing their friends and family members end up behind bars.

Enter: They might be hesitant at first to agree to use the tracking device because they might feel like they are under constant surveillance. When their mentor calls them after an alert has gone off they will ignore the call. They will still be very much focused on the mindset of belonging to a group. At this point the societal pressure of belonging will outweigh the long-term costs of associating with the wrong crowd and ending up in jail or prison. The mentor at this point would put a lot of effort into establishing a relationship with the individual and building trust with him or her.

Engage: Every time they step outside of a small radius around their house at odd hours of the night for an extended period of time they would answer the call from their mentor. The individual would listen to the mentor’s non-judgmental advice and make the decision about whether or not to take the advice. As the individual developed a closer relationship with the mentor, they would be more likely to take the advice and return home and remove themselves from the dangerous situation.

Exit: They will have cut ties from all of the negative influences in their lives and with the help of their mentor they will find after-school programs that they can get involved with. They will no longer be hanging out with gang members or drug dealers, and they won’t be skipping classes or leaving their homes at odd hours of the night. Their tracking device will be given up and given to another at-risk youth in the community.

Extend: They themselves become a mentor and reach out to at-risk youth who find themselves in troubling situations. They help them get on the right path away from drugs and crime and towards an education and better future.

Innovation Opportunities

Clipped my life vest to my paddle board so it wouldn’t wash away while I was laying out on the sand.

Man selling items on the streets of Old San Juan uses a cement barricade as his table.

My nephew is trying to kiss me through the iPad when I FaceTimed with him from San Juan, Puerto Rico.

A restaurant’s sign is attached to a street post with a thin MasterLock to prevent it from getting stolen/blown away by the wind.

Before leaving for Spring Break I stayed the night at my friend’s sister’s apartment in Chicago. I was too short to fold the blanket by myself so I used the bay window seat to help me fold it.

Gallery Day Reflection

Gallery Day was a great experience for our team. For some of our team members it was their first time meeting our project sponsor, Debra. Debra brought her coworker Bayey and an intern Andy with her to our exhibit. The three of them were impressed with the amount of work we had done in a relatively short amount of time. Our team had difficulty getting a start on the project because we lacked clarity on the objective of the project and the work that Imani Unidad did in the community.

We walked Debra, Bayey, and Andy through the ethnographic research and interviews that we had conducted and highlighted the insights that we had drawn. We came to a consensus that we would prepare visual graphics for Imani Unidad to use as marketing materials. Debra, Bayey, and Andy left us with some helpful suggestions as we finish up the last of our ethnographic research. We will be reaching out to other property management persons to conduct interviews similar to what we did with managers of student housing properties.

What was most helpful, however, was attending a Peer to Peer group meeting at Imani Unidad on Wednesday evening after Gallery Day. We got to talk with individuals who Imani Unidad was trying to help and hear first-hand accounts from the difficulties they faced in trying to reenter society after being released from incarceration.

Analogous Immersion – ND student who has committed a crime on campus

Ethnography Summary

Victoria Velasquez participated in an analogous immersion by researching what it would be like for students post-graduation if they had committed crimes on private college campuses if these crime records were made accessible to the public.

Date: 3/5/17

Type: Analogous Immersion

Location: N/A done through research online

Team participants: Conducted analogous immersion alone

 

User Characteristics: “All-American Athlete”

Male, 21 years old

Great GPA, super involved in clubs on campus, applying for full-time jobs for after graduation

What is this person about – what drives him/her? Driven to graduate from ND and get a job at a prestigious financial services firm.

What is this person’s biggest point of pain? This person was found guilty of sexual assault on Notre Dame’s campus, and the Indiana Supreme Court recently ruled that Notre Dame needs to make its records of NDSP reports and investigations public. If police reports and investigations are made public, there is a chance that wrongdoings committed in college will follow students after graduation and adversely impact their opportunities for success in the future.

Related quotes from news articles: “…Turner’s once-promising future remains uncertain. But his extraordinary yet brief swim career is now tarnished, like a rusting trophy” (Washington Post). “Turner’s life and career were upended during a night of drinking” (Washington Post). “’…She is considered a victim while he goes [from] Stanford student and Olympic hopeful to registered sex offender for the rest of his life once he gets out of prison’” (Washington Post). “His life will never be the one that he dreamed about and worked so hard to achieve. That is a steep price to pay for 20 minutes of action out of his 20 plus years of life” (letter from Dan Turner, Brock Turner’s dad, to the judge in the case).

 

Top 3 Learnings:

  1. ND and other private institutions worry about the privacy of their students if they make their police reports public. They fear that minor disciplinary incidents (i.e. being too drunk at a football game) will be made public.
  2. Private schools throughout the country are selective in the crimes that they report to the student body for fear of violating students’ privacy.
  3. The media painted Brock Turner, an individual convicted of committing sexual assault at Stanford, as this all-American boy whose future was destroyed by his actions when he was heavily intoxicate.

Key Insight – (1) People will sympathize with someone they feel made a mistake that they have learned from. (2) There are major incongruences in how people perceive individuals who have committed crimes. It seems as if people are less reluctant to give those with privilege and promising futures a second chance at starting over. If Brock Turner had been a Black male at a community college, the public outcry surrounding his light sentencing might have been louder and more profound.

 

In the case of Brock Turner, his crime was made public because it was handled by public law enforcement. However, he was convicted of three felonies and sent to jail. He will always suffer the consequences of his actions. What he did was abhorrent, and any similar behavior done by individuals on other college campuses should be punished similarly and made public record.

This analogous immersion helped me understand why it’s important that Imani Unidad help marginalized communities become their own best advocates. This practice of denying people housing based on their criminal history could result in unfairly discriminating against lower income—and consequently, minority individuals—because they don’t have the luxury of having their crimes protected by privacy laws. While a property manager in downtown South Bend might not want to rent to someone on the sex offender list, a property manager in downtown Chicago might not realize that he or she is renting a luxury apartment to a person who was found guilty of committing rape on a private college campus.

Interactive – Card Sort, student housing property manager

Ethnography Summary

Victoria Velasquez interviewed Henry of CES Property Management and then asked him to participate in a card sort.

Date: 3/6/17

Type: Interactive – Card Sort

Location: Victoria’s house in Irish Crossings

Team participants: Conducted interview alone

User Characteristics:

Owner of CES Property Management

 

Male, age 60s

Used to manage about 12 properties in a lower income neighborhood of downtown South Bend

Had bad experiences renting to low income individuals

About 12 years ago he got back into property management full time when Dublin Village was built

What is this person about – what drives him/her? Henry is driven by the trust that property owners place in him to rent out their properties and maintain them.

What is this person’s biggest point of pain? He feels like going through students’ applications for housing is a waste of his time.

 

Memorable quote from interview: “I had three properties set on fire.” “I had small claims files about a foot high that I was trying to collect on.” “I’m always one to give people a second chance.”

 

Top 3 Learnings:

  1. Henry can overlook past financial circumstances that might otherwise negatively affect someone applying for housing (i.e. history of bankruptcy, credit score, income). This is because most of the rent at his unit is paid by parents of ND students.
  2. Applicants with a prior criminal history, substance abuse history, or eviction history would automatically be disqualified from getting housing in Henry’s properties.
  3. The things that are deal breakers for Henry aren’t necessarily deal breakers for all property managers (i.e. Section 8 Housing vouchers).

Key Insight – (1) It’s less so that the property managers are weary of individuals with criminal history and more so that they worry what others in the living community will think. (2) Aside from any red flags (i.e. substance abuse history, registered sex offender, convicted criminal), Henry is basically looking to fill his units with students who will pay their rent every month.

 

Activities:

  • Stopped at Victoria’s house during his daily routine of stopping by tenants’ units to fix any problems that arise.
  • Answered my questions about his experiences as a property manager.
  • Participated in a card sort made by Victoria.
  • Separated cards with information that could be asked on a housing application into 4 piles: very important, semi-important, unimportant, and irrelevant.
  • Asked a lot of questions to clarify what each pile meant.

 

Environment

  • Monday afternoon around 3:30 pm in Victoria’s kitchen.
  • Kitchen table was cleared off to give Henry space to sort cards.
  • Quiet as Victoria stopped asking questions and let Henry think and sort through cards.

 

Interactions:

  • Henry answered Victoria’s questions about property management.
  • Victoria explained the card sort to Henry and demonstrated what to do
  • Henry sorted through the cards. He did a lot of shuffling around with the cards and made a bunch of small piles before finally placing them into the four categories.
  • Henry told Victoria that he could continue to help her throughout the project and to feel free to text him questions whenever.

 

Objects:

  • Henry’s reading glasses
  • Henry’s phone sitting on the kitchen table
  • Cards written on regular paper that was cut into fourths

 

Users:

  • Henry
  • Victoria
  • Victoria’s roommates

Individual Interview – Henry, student housing property manager

Ethnography Summary

Victoria Velasquez interviewed Henry Catalino, the owner of CES Property Management (a property management company that rents out over 50 properties to Notre Dame, Saint Mary’s and Holy Cross students). Victoria interviewed him about the concerns of renting to individuals with a criminal history.

Date: 3/6/17

Type: Individual Interview

Location: Victoria’s house in Irish Crossings

Team participants: Conducted interview alone

User Characteristics:

Owner of CES Property management; rents over 50 properties out to ND/SMC/HC students every year

 

Male, age 60s

 

Has been in realty for almost 40 years

Started out as a real estate agent, but the economy was in a recession and he couldn’t support his family so he got into property management and financial advising

What is this person about – what drives him? Henry is driven by the students that he interacts with everyday.

What is this person’s biggest point of pain? Balancing his commitment to the owners of his properties with his commitment to the students he rents to. His owners are his #1 priority. He wants to make sure the students who live in these homes are respectful of the property and the community that they are living in.

 

Memorable quotes from interview: “When people ask me why I rent to students, I tell them that I love that I don’t have to chase rent.” “It was not a good experience renting in low income areas.” “People wouldn’t feel comfortable if there was a serial rapist living next door.”

 

Top 3 Learnings:

  1. At the end of the day Henry wants to earn an income. He can do this a lot easier by renting to students whose parents have no problem meeting monthly rent ($625-1025/person/month).
  2. Whether or not someone will rent to individuals with a criminal history is highly dependent upon the circumstances in which the person is renting. For example, Henry is renting properties that belong to someone else out to students. Another person who has to relocate for work for 3 years might rent their home out while they are gone.
  3. As a property manager, Henry feels that he has a fiduciary responsibility to the owners of the property and to the population of the community where the property is located.

Key Insight – (1) People aren’t renting properties out of the goodness of their hearts to provide shelter to people. They are doing it as a means to make ends meet. (2) We can change people’s minds about renting to individuals with criminal history by focusing on their financial responsibility.

 

Activities:

  • Stopped by my house while making his away around the neighborhood attending to tenants’ needs.
  • En route to fix the electrical wiring in another tenant’s kitchen in an Irish Crossings home.
  • Was coming from a house in Wexford Place where the washing machine needed repairs.
  • Answering my questions and making small talk about Spring Break.

 

Environment

  • Irish Crossings home on Burdette St.
  • Just Henry and Victoria sitting at the kitchen table
  • Room was kind of dark because shutters were drawn closed
  • It was around 3:10 pm.
  • House was a mess

 

Interactions:

  • Henry texted Victoria when he was here.
  • Normally he knocks and then lets himself in if no one answers the door after a few seconds. This time he rang the doorbell and waited for me to run upstairs from my room in the basement to let him in.
  • He has a rule that we have to take our shoes off in the house, but he didn’t take his shoes off.
  • We talked about our Spring Break plans. He is leaving on Wednesday for Mexico with his wife. I am leaving on Friday for the Caribbean.
  • His phone kept buzzing as he was getting text messages and he was looking at them while talking to me.

 

Objects:

  • Had his glasses in his pocket.
  • Had his phone in his hand and then placed it on the table.

 

Users:

  • Henry
  • Victoria
  • Victoria’s roommates