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21 "In this situation, I don't think there's a community in the United States that isn't going to be impacted in some way." Register to receive your Daily Dose at DSNews.com GET YOUR DAILY DOSE OF DEFAULT SERVICING NEWS Start your day with the most current and critical news on the mortgage default servicing industry from DSNews.com. Sign up for our email newsletter and get the top stories delivered direct to your inbox every day. Register to receive your Daily Dose at DSNews.com It's a little different when you're gauging, or trying to decide how you're going to prove that somebody was affected. It's a very different type of disaster. is isn't one where you can get a picture of somebody's house and evaluate the damage that's been done. I think it's really important as we enter into the early stages of the crisis to evaluate everything we do in light of just the differences in dealing with a pandemic. I think early on when we were as a servicer talking to our service providers, and asking them how they were going to deal with things, it was, "Well, we've got our disaster response plan and if things go wrong we'll just move our operations to another location." I think, again, as people began to understand more about the nature of this particular threat and the fact that we were going to have to do things like a shelter in place and move to work from home, every aspect of a servicers operation is going to have to be customized for this particular issue. So, it's difficult to give anybody a punch list of what you need to do to get ready outside of just make your teams aware that this isn't a hurricane, even though we're using the same infrastructure that we've used to deal with other disasters. ey have to really think about why it's different and customize how things are done to address those differences. What are other key factors to consider when interacting with struggling borrowers in the midst of this crisis? I think the most important thing that we have seen so far, and again it's really early in the process here for the coronavirus response, but it's the level of panic, and just concern about what to do next, and what's going to happen next, and the rapid pace of information that people are receiving. In dealing with customers, I think it's most important to understand that when you have a disaster or an event that has a start and a finish, and people know what the impact is, and they know that, for example, their place of employment's been lost because of a wind storm, and that they need to deal with that, and get through it and that their hardship is going to be a certain length as a result of it. at's a different problem for a customer than not knowing how long this is going to last. ere's a different level of compassion that you have to have when dealing with a situation like that. It's important to make sure your teams understand and that. Another angle on it, though, is that you have to understand your teams are going through it too. A really big difference between this and other events that we've been through is when you deal with a hurricane, you're doing it from the safety of an office that's not been impacted. In this situation, I don't think there's a community in the United States that isn't going to be impacted in some way. You just have to understand that the same people on your team who are helping other people deal with it are potentially the ones being impacted themselves. is is going to be a real different one for us. It's another challenge, though, that I'm sure our industry is going to overcome, and really shine in how we help the nation overcome it. Journal