Evaluation on the CHRISTUS St. Vincent Employer-Assisted Housing Program: A Final Report

Prepared for Anchorum Health Foundation by Homewise (March 2024)

EXECUTIVE SUMMARY

In the Spring of 2023, Homewise undertook a comprehensive evaluation of the CHRISTUS St. Vincent Employer-Assisted Housing Program (EAHP). The EAHP is a partnership between CHRISTUS and Homewise launched in 2007 that helps CHRISTUS associates (employees) become homeowners. CHRISTUS provides associates with down payment assistance, while Homewise provides homebuyer coaching and classes, realtor assistance, and home mortgages.  

The primary intent of the evaluation was to learn if the program had met its original purpose of increasing employee retention, with secondary goals of understanding other ways the program benefited CHRISTUS associates, how the program could be changed or improved, and associates’ perception of the program. Utilizing a mixed-methods approach, Homewise collected and analyzed vast amounts of data from internal databases, surveys, focus groups, and structured interviews. Below are the evaluation's high-level findings:  

• The program has accomplished its purpose in retaining employees: Down Payment Assistance (DPA) recipients were more likely to still be employed by the hospital at the time of the study than those who did not receive DPA.  

• The program is highly regarded by associates: Over 80% of respondents said they would recommend the program to friends and family.  

• The program has had a significant positive impact on associates: Over 90% of DPA recipients had higher overall wages and higher average annual wage increases, than those who did not receive DPA.  

• The Down Payment Assistance amount may no longer be high enough for today's housing market.

• Many CHRISTUS associates are not aware of or don’t fully understand the program.  

The evaluation concluded that the CHRISTUS EAHP is a successful program that should be continued, and that has great potential for replication and success with other employers. However, CHRISTUS and Homewise should work together to market the program more effectively to associates and consider program changes (such as increasing down payment assistance) to increase future impact. 

Women make up 72% of the CHRISTUS associate population. Not surprisingly, they were also more likely to utilize the program than men, representing 63% of the DPA group and 72% of the comparison group (Figure 2).

Associates with patient-facing clinical roles (e.g. physicians, nurses, medical assistants, technicians) have the highest representation in both the DPA and comparison groups (Figure 3).

Comparison Group participants are significantly more likely to relocate to Santa Fe from another city within or outside New Mexico (Figure 4) during their employment with CHRISTUS, suggesting that the program may be successful in retaining associates once they have been hired rather than as a recruiting tool. More comparison group participants than DPA recipients moved from out of state to take their job at CHRISTUS. However, most of those relocating moved from Albuquerque/Rio Rancho. (Figure 5).

Associate Wages and Retention

As previously stated, one of the primary goals of the EAHP is to improve associate retention rates. The quantitative research suggests that this goal has been achieved, along with other unanticipated benefits.

Associates who received DPA were more likely to still be employed by the hospital at the time of this study than those who did not (Figure 6). However, within the comparison group, attrition rates for those who purchased a home were nearly identical to those of the DPA group. This suggests that homeownership, rather than DPA may be a more potent employee retention incentive. 

DPA recipients were also more likely than comparison group members to have wage increases, and slightly higher average annual pay increases (Figures 7 and 8) (5).

FINDINGS FROM THE ASSOCIATE SURVEY

Response Rates and Respondent Characteristics

Online surveys were sent by email and text to 606 CHRISTUS associates. A total of 94 CHRISTUS associates completed the survey for an overall response rate of 16%. No significant response bias was evident based on race, ethnicity, primary language, or gender, although women were slightly more likely to respond to the survey than men. (Table 1).

FINDINGS FROM THE ASSOCIATE GATHERINGS AND FOCUS GROUPS

Prospera Partners conducted a large in-person gathering, two virtual focus groups, and an online survey with associates. Below is a summary of their findings included in their detailed report.

The program has a significant positive impact on associates’ quality of life. Those who received DPA and purchased a home reported feeling a sense of pride in the ability to own a home, as well as feeling more connected to the community. Several participants expressed that the EAHP was a key factor in their decision to stay at CHRISTUS and not pursue employment elsewhere. Participants also stated that the matched savings program allowed them to increase savings and be able to build wealth in ways that they would not have been able to otherwise.

Despite outreach efforts, many associates are still not aware of the program. Most of the gathering and focus group participants were unfamiliar with the EAHP and attended to gain more information about the program, suggesting that much more can be done to market the program. One participant likened the volume of information presented at the new associate orientation to “drinking from a firehose” which made it difficult to retain the program details.

Many aspects of the program are working well. Associates repeatedly expressed the excellent support of the individual Homewise staff they worked with. They appreciated the “no pressure” approach and having someone they could reach out to with questions at every step of the process. Associates were also grateful for the Homebuyer Education (HBE) class and felt that it informed and prepared them well for homeownership.

Some parts of the program are confusing or need updating. In general, associates are satisfied with the program, however many stated that they would like to have known more about what to expect before beginning the process. Many reported that while the DPA is helpful, the amount is less significant than it was at the program’s inception and even more so in the current housing market. The median home price in Santa Fe has increased by 108% since 2012 – from $332,808 to $695,000 (6). There was some confusion about the fact that the DPA was a loan. Some participants also mentioned that the Matched Savings program was no longer enough given rises in inflation and the cost of housing.

FINDINGS FROM STRUCTURED INTERVIEWS WITH STAFF

Interviews were conducted with employees from both Homewise and CHRISTUS to gain perspective about both program operations and client experience. Three employees from each organization, representing both client-facing and back-office staff, were interviewed. Employees had an average of five years’ experience working in the program – with the longest tenure being nine years and the shortest being three years.

The Associate Experience

All employees interviewed felt that CHRISTUS associates were generally excited about and grateful for the EAHP. Some were concerned that too few associates are aware of the program, which is corroborated by focus group feedback. When asked about barriers to participation, one employee suggested that lack of familiarity with Homewise might cause some associates to distrust the offer of DPA with “no strings attached.” Another employee spoke about associates feeling intimidated by the enormity of purchasing a home and that younger singles might not want to purchase a home in Santa Fe because it is a smaller city with fewer opportunities to meet people.

Program Design

In general, employees felt that the home purchase program is working well. Both DPA and the Matched Savings Program were repeatedly mentioned as benefits popular with associates. The CHRISTUS human resources team considers the program an excellent recruitment tool, however they felt that the DPA is not high enough, given recent increases in housing prices and interest rates.

Program Operations/Process

Most employees were satisfied with program operations. Many responses suggested need for improvement around marketing and communications, both internal within Homewise and external. One employee mentioned that the geographic area covered by the program is too restrictive. One employee noted that the program had suffered from disorganization and communication challenges since the loss of its “champion” at Homewise in late 2022. Another employee felt that Homewise could “make a bigger deal” of the program – highlighting its accomplishments both inside the organization and with the public.

RECOMMENDATIONS

The findings of our analysis indicate that the EAHP is a highly valuable program. While it has met its prior goals, as with any program of this kind, clearly there are opportunities to make improvements that increase effectiveness.

Marketing / Communications

• Hold a separate “EAHP information session” at the hospital monthly or quarterly to answer questions AND/OR hold “office hours” at the hospital for associates to meet with a Homewise Home Purchase Advisor to get more in-depth information about the program.

• Invite an associate who has participated in the program to share their experience at the associate orientation or program-specific information session.

• Ensure that hospital supervisors/managers are aware of and educated about the program.

• Prominently feature the program in recruitment materials.

• Update marketing materials with more recent associate profiles.

• Create a graphic/visual that shows the general process/timeline.

• Place information about the program in the associate newsletter.

• Place program flyers in break rooms.

• Include information about the program in national recruitment publications (e.g. American Nurses Association).

Program Design

• Increase DPA to $7,500 or $10,000 and Matched Savings amounts to $800 or $1,000.

• Make the DPA forgivable after a certain number of years of continuous employment.

• Expand geographic eligibility to include Rio Rancho.

• Consider paying associates for their time to take homebuyer education classes AND/OR offer HBE classes on the hospital campus.

• Explore a partnership with Homeowner’s Insurance company to provide group discount.

Internal Operations / Process (Homewise)

• Investigate, understand and replicate the processes of successful program staff. For instance, Gloria Chavez and Ken Brown were both repeatedly mentioned by participants as extremely helpful.

• Actively recognize top staff performers.

• Designate a formal EAHP program lead to set goals and drive program activities.

• Hold regular team meetings to track progress toward goals and address challenges.

• Share regularly about the program accomplishments, including client stories, at regular Homewise 'All Staff’ meetings.

CONCLUSION

The EAHP has had an incredible impact on the lives of hundreds of Santa Feans and their families. We believe that the EAHP should be continued and replicated with other employers in the city and beyond. With interest rates and housing prices soaring, it is more important than ever that we help the workers who support our city achieve homeownership. The result of our investment will be more financially self-sufficient individuals and families, stronger companies, and a more vibrant community.

We are grateful to have had the opportunity to conduct this evaluation project and for the support of Anchorum and CHRISTUS which significantly contributed to its success.

REFERENCES AND APPENDICES

Appendix A - Success Stories

ERICA & CARLOS’ STORY

Erica and Carlos were content for many years renting a home from a family friend who gave them a good deal. They knew about Homewise and would talk about buying a home now and then, but never pursued it. During the COVID outbreak, they were both working at CHRISTUS St. Vincent and signed up for the hospital’s Savings Match program offered in partnership with Homewise. They met Ken, the Homewise Outreach Manager, who helped them get enrolled. “Ken was so informative and excited,” Erica recalled, “he really inspired us.”

Erica and Carlos began to think about buying a home again. They had 3 children and space at the rental home was tight; the oldest was 17 and was sharing a bedroom with his brother. Both parents had great, stable jobs and they knew it was time. “No more excuses,” Erica said they told each other. “Our family deserves a home of our own.”

Erica and Carlos realized that they did not know anything about what it meant to buy a home. “Mortgage is a big, scary word when you don’t know what’s behind it,” shared Erica. They were concerned that they couldn’t afford a home in Santa Fe and needed lots of reassurance that homeownership was possible. “We put a lot of faith in Homewise to educate us.” The couple took Homewise’s free Homebuyer Education class and learned exactly what to expect throughout the whole home purchase process. “Ken was able to explain everything so clearly,” said Erica. “We began to believe that owning a home was attainable for us.”

The couple worked with their Homewise Realtor,® Gloria, and quickly realized that it would be hard to find a home in their price range. They thought about looking for a home in Rio Rancho, but happily the downpayment assistance they received helped them overcome their biggest obstacle. “Without the assistance,” Erica noted, “we might not have had the courage to try to buy a home.”

After looking at 3 or 4 homes, they discovered Desert Sage, a new Homewise Homes® residential community being built on the south side of Santa Fe. The homes were at the top of their price range, but they knew the lots would go fast, so they made the decision that night to get their finances in order and reserve their space, using the money they had saved through the Savings Match program towards their downpayment.

Once they committed, they had a wonderful experience waiting for their home to be built. “Gloria was our ‘lifelink’ and was just as vested in this as we were,” Erica said with a smile. “She kept us in the loop on everything. She sent photos of the walls going up and the windows going in, reassuring us the whole time. Gloria really went above and beyond and made the whole process easy.”

In July of 2023, they moved into a beautiful, new 4-bedroom home with mountain views. The kids all love having their own rooms, and when their son turned 18 and moved out, they turned his room into an office. Erica and Carlos love being able to make decisions without having to first call the landlord, and find it comforting to not have to worry about the rent going up, or about having to move. “We are all enjoying having our own home!”

KASEY’S STORY

MIQUELA’S STORY

Kasey is a travelling nurse who came to Santa Fe in 2020 to work at CHRISTUS St. Vincent. She fell in love with the work culture and decided to stay. Kasey owned a home before in Arizona, but had sold it and was living in an RV. She felt that winter in Santa Fe, however, was way too cold for RV life. She thought about getting an apartment, but found that the monthly cost was “equal to or more than what I would pay on a mortgage.” She liked the idea of having a home base and establishing herself in New Mexico. Having just completed her master’s in nursing leadership, she started full-time at the hospital in October, and contacted Homewise shortly after to get started on buying a home.

Kasey discovered that the competitive market was a big challenge. She was looking for something small as it was just her and her dog, and did not want to spend a lot of money. Fortunately the interest rates were still very low at the time and she had managed to save a lot for the downpayment. She started looking at homes with her Homewise Realtor® Gloria. “Gloria was incredible. She really listened to what I was looking for and only showed me homes within my price range. She really knew the community—all the ins and outs of the neighborhoods—and was super responsive. I could not have asked for someone better.”

Although at first Kasey had been hesitant to look on the south side of town, she eventually found a home in Tierra Contenta that she really liked. The inspection showed some roof damage that would cost $3,500 to repair. Kasey asked the owner to cover it, but he declined. “I just decided to move forward with the purchase anyway,” Kasey said. “I had to bid $11k over the asking price because I really wanted this house.” At Gloria’s suggestion, she wrote a letter to the owner to tell him why purchasing his home was so important to her. The owner, who was himself a former CHRISTUS St. Vincent employee, told her that the letter helped in his decision to sell her the house.

Being able to purchase a home in Santa Fe was a big factor in why Kasey stayed. “If I would have had to commute from Albuquerque [where homes are not as expensive], I would not have handled that well,” she explained. Kasey does not see commuting as sustainable and feels that living in the community where she works is “hugely important” for her.

Kasey moved into her home in the Spring of 2021. She loves her quiet neighborhood where there are lots of families and no issues with crime. “My house is perfect for me and my dog!” She especially likes having a 2-car garage, a cute little yard in the back, and a beautiful enclosed private courtyard in the front with a giant Japanese plum tree and a bridge. “It’s a great place to have a cup of coffee and watch the birds. I like to think of it as my little Zen place, especially during the warm months when it gets a lot of sun.”

Miquela, a Santa Fe native, came out of nursing school as a new graduate and was hired by CHRISTUS St. Vincent. She knew at the time that she wanted to stay in Santa Fe, but she did not want to spend years paying rent. She had a fresh, new career and now it was time to address her next goal: becoming a homeowner. “It was important to me to get the ball rolling sooner than later,” she said.

Miquela had heard of Homewise through CHRISTUS, but was not aware of all their services. When she contacted them, it was a bit of a reality check. She found out that she did not qualify for as much as she thought, and that it would take time to get her finances in order. “It’s hard to be told that you’re not ready or approved to buy a home,” she shared. “It’s a lesson in humility. I learned there were a lot of moving parts and that it takes time to save money, improve your credit — all those adult things that, sadly, you are not taught in school.”

When Miquela got over the shock of how long it would take to reach her homeownership goal, she came up with a long-term plan. She and her husband moved into his mother’s house where they paid a smaller amount of rent and were able to save money. She started working with a Homewise Home Purchase Advisor, to create an Action Plan that would help her get her finances where they needed to be. She also took a class to educate herself on the homebuying process. “It was a really great course on how to reach your goal as a homeowner, straightforward and to the point. Nobody gives you that type of information in high school or college.”

Although Miquela had to start the homebuying process over a few different times, she stuck with it and after four years of hard work and commitment to her goal, she was finally ready to buy a home. She also received downpayment assistance from CHRISTUS, which made a huge impact on her purchasing capability.

She and her family moved into a house in Oshara Village, a Homewise Homes® community in the south side of Santa Fe near the Santa Fe Community College. “We love our house,” Miquela remarked. “It’s the perfect size for our family.” Her kids now spend time playing in the enclosed front and back yards, and they love to walk their dog in the park across the street. Miquela says the neighborhood is great too, “close to everything, but tucked away, like being in a cozy village.”

Miquela is very grateful that she was able to stay in Santa Fe. “I feel fortunate that I started the homebuying process when I did because of how much the prices have increased.” She often finds herself having to work overtime shifts, and can’t imagine having to work those hours if she were commuting. Miquela is finally where she wants to be: she has her career, she has her own home in the town she was born and raised, and she is able to spend more quality time with her family as a result of living in the same community where she works.

Appendix B - Associate Survey Questions

Appendix C - Structured Interview Questions

Black, Indigenous and People of Color (BIPOC) were less represented among survey respondents than in the DPA and comparison groups (Figure 9). Nearly half of all survey respondents were Hispanic and almost 70% were women. Thirty percent were DPA recipients, and 51% purchased a home through the program. The average age of respondents was 43 – mirroring the average age of both the DPA and comparison groups.

Seventeen percent of survey respondents were considered low-income at intake to the program, earning less than 80% of the area median income for their county of residence. The average household income of respondents was $85,951. In 2023, the median family income in Santa Fe County was $95,600. Santa Fe County’s HUD income limits are included in Appendix E.

Over half of respondents were single adults or married without children and 18% were female heads of household (Figure 10). This is slightly lower than the DPA Group, in which 22% of participants were female heads of household.

Program Utilization and Satisfaction

Program participants reported learning about the EAHP through a variety of channels, however the new associate orientation was the channel most commonly reported. The second most common referral source was a Homewise employee (usually Ken Brown, the program’s outreach manager) at an information table on the hospital campus.

Overall satisfaction rates are high, with 83% of respondents giving the program a rating of “Very Good” or “Good” (Figure 11). Over 80% of respondents said they would recommend the program to friends and family.

Ratings of the services participants received from Homewise staff were nearly identical, with only a small percentage rating customer service as “Poor” or “Very Poor” (Figure 12).

Those who gave low ratings reported various reasons for their dissatisfaction including insufficient communication about the process, the length of the process, and the amount of down payment assistance provided. Eighty percent of respondents utilized one or more program services, with the most popular service being the Homewise Homebuyer Education Classes, in which over half of respondents had participated (Figure 13).

Nearly half of respondents had participated in the Matched Savings Program, and 38% were unaware of the program. Ratings for individual services were consistent with overall program ratings (Figure 14). Again, Homebuyer Education Classes received the most positive ratings, with Home Purchase Advisor Guidance the second most highly rated service provided.

When asked to rank services from least to most valuable, Down Payment Assistance was most frequently ranked #1, with mortgages and homebuyer education classes close behind (Figure 15). Homewise’s Financial Fitness Classes and Realtor Guidance were ranked as the least valuable services (Figure 15) however, both were also the least utilized of Homewise’s offerings, and ratings of these services by individuals who used them were still quite high (Figure 14).

Home Purchase Feedback

Just under half of survey respondents did not purchase a home through the program. The reasons for not buying a home were varied, and over half of responses fell into the 'Other' category. Challenges with finding an affordable home ranked second (Figure 16). Within the 'Other' category, a recurring theme was the perceived lengthiness and difficulty of the process. A few respondents mentioned communication challenges with Homewise staff.

Of the respondents who were able to purchase a home through the program, 83% were first-time homebuyers. When asked what their primary motivation for purchasing was, most wanted to have more space, create wealth, and lower/stabilize their housing costs (Figure 17). For employees who were hired after the program began, the average length of time between hire and home purchase was two years.

Forty-six percent of respondents who purchased a home experienced these and other unexpected benefits of homeownership, including work promotions and increases in pay (Figure 18). Career advancement might be linked to homeownership because associates have “put down roots” in their community and are less inclined to move away from the area and change jobs.

Most participants – even those who did not purchase a home – reported that participating in the program had a positive impact on the quality of their lives in general (Figure 19). Many reported gaining a sense of freedom and independence as a result of purchasing their home.

1. Describe your role with the CHRISTUS/Homewise Home Purchase Program. What are your primary responsibilities?

2. How long have you been in this role?

3. From your perspective, how well received has the EAHP been among employees?

4. In your observation, what have been the primary barriers/reasons for hesitancy to participate among employees?

5. In general, do you find that employees are aware of Homewise before informing them about the program?

6. What are the aspects of the program that are working/have worked well?

7. What are the aspects of the program that could be improved?

8. Are there any employees who have utilized the program and whose story could be used to promote the program?

Appendix D - Associate Gathering and Focus Group and Survey Questions

In-Person Gathering Questions

1. What is your experience with home buying or homeownership in Santa Fe?

2. What is a question you have about homebuying or homeownership in Santa Fe?

3. The program began 10 years ago - what needs to shift and change from Homewise and/or CHRISTUS to meet the priorities for today’s workforce?

4. Where are you still confused about the Homewise/CHRISTUS offerings? What else would you like to know about Homewise programs or understand more clearly?

Focus Group Questions – DPA Group

1.  What do you think worked well in the CHRISTUS Home Purchase Assistance Program?

2. What parts of the program were confusing for you?

3. What parts of the program didn’t work for you? What would you suggest could be improved?

4. How did receiving down payment assistance impact the way you feel about working for CHRISTUS?

5. Did being able to buy a home factor into your decision to keep working at CHRISTUS?

 Focus Group / Survey Questions – Comparison Group

1. What do you think worked well in the Home Purchase Assistance Program?

2. What parts of the program were confusing for you?

3. What parts of the program didn’t work for you? What would you suggest could be improved?

4. For those who didn’t end up buying a home through the program, what was the primary reason?

5. For those who did buy a home, did that factor into your decision to keep working at CHRISTUS?

6. What other benefits have you experienced since buying your home? (more stable housing costs, shorter commute time, etc.)

Appendix E - HUD Income Limits Table, Santa Fe County, 2023

FOOTNOTES

(1) Payable if and when the home is sold or the title is transferred.

(2) Anchorum provides a 2:1 match up to $5,000 of the associate’s personal down payment contribution.

(4) African Americans represent 1.3 percent of Santa Fe’s population (See: https://www.census.gov/quickfacts/fact/table/santafecitynewmexico/PST045222).

(5) The “n” in these two figures is lower because wage data were only available for 88 of the 91 members of the DPA group.

(6) Greater Albuquerque Association of Realtors.

Homewise is a New Mexico based nonprofit organization that helps people achieve financial stability through affordable and sustainable homeownership. We offer a comprehensive suite of homeownership services that includes financial education and coaching, real estate services, affordable mortgage lending and down payment assistance, loan servicing, refinance and home improvement lending.

The Homewise mission is to help create successful homeowners and strengthen neighborhoods so that individuals and families can improve their long-term financial well being and quality of life.

This report is authored by Amy Rowe, Impact and Evaluation Director at Homewise.