Module 1: Introduction & Mission
Narration:
“UPA is a 501(c)(3) nonprofit organization that helps disaster and fire victims rebuild. We focus on community education—not claim negotiation.”
Trainer Notes:
- Emphasize the public-service and educational mission.
- Discuss UPA’s national footprint and community impact.
- Reinforce that outreach staff are not licensed adjusters.
Module 2: Michigan Law Overview (MCL 500.1220–1232)
Narration:
“Michigan law defines a public adjuster and prohibits anyone without a license from adjusting or negotiating claims. Outreach roles are limited to education and referral.”
Compliance Reminder:
- No quoting or estimating claim values.
- Violations can result in civil penalties up to $10,000.
Module 3: What Outreach CAN Do
Narration:
“You may educate homeowners about FEMA, SBA, or housing aid, and you may collect contact information for licensed adjusters.”
Trainer Note:
Show real examples of acceptable outreach conversations.
Module 4: What Outreach CANNOT Do
Narration:
“Outreach representatives cannot discuss claim value, negotiate with insurers, or use the term ‘adjuster.’”
Discussion Prompt:
Ask trainees to brainstorm how they can politely redirect questions about claim amounts.
Module 5: Required Disclosure
Narration:
“Always disclose your role:
‘I am a Community Outreach Advocate with Unified Public Advocacy, a nonprofit organization. I am not a licensed public adjuster and do not negotiate or settle claims. For claim assistance, I can connect you with a licensed advocate.’”
Trainer Tip:
Have each trainee practice reading the disclosure aloud.
Module 6: Compensation & Ethics
Narration:
“UPA pays fixed stipends only—never commissions or claim percentages.”
Compliance Reminder:
- Payments processed through verified payroll only.
- No direct homeowner payments.
Module 7: Reporting & Documentation
Narration:
“All outreach contacts must be logged in the CRM within 48 hours. Use UPA’s secure portal and delete local data after upload.”
Trainer Emphasis:
Demonstrate CRM entry process (or simulate if offline).
Module 8: Confidentiality & Data Protection
Narration:
“Never store client information on personal devices. Use only UPA systems. Michigan privacy laws apply.”
Trainer Tip:
Explain real risks of data breaches and how to avoid them.
Module 9: Supervision & Escalation
Narration:
“When in doubt, escalate—never speculate. Your chain of command is Outreach Rep → Regional Supervisor → Licensed Adjuster → Compliance Dept.”
Scenario Prompt:
Give a situation where a homeowner asks something unclear—ask trainees how they would escalate.
Module 10: Homeowner Scenarios
Examples:
- “How much will I get?” → Refer to adjuster.
- “Can you call my insurer?” → Not authorized.
- “Should I cash my check?” → Escalate.
- “Can I pay you?” → Decline politely.
Module 11: FEMA, SBA, & Tax Relief
Narration:
“Direct homeowners to verified aid: FEMA, SBA disaster loans, MI property tax relief (Form 5107), and Red Cross.”
Trainer Task:
Provide printed resource sheet for practice referrals.
Module 12: Real Compliance Examples
Narration:
“In Detroit, a volunteer was fined $10,000 for unauthorized adjusting. Another was cited for unlicensed estimating.”
Trainer Discussion:
Ask trainees: “What could they have done differently?”
Module 13: Review & Quiz Prep
Narration:
“Let’s review key rules: Educate, don’t negotiate. Connect, don’t contract. Always disclose and log every contact.”
Module 14: Certification & Next Steps
Narration:
“After passing the quiz, complete the acknowledgment via UPAsign.com. Once approved, you’ll receive your Outreach ID badge and begin supervised work.”
