‘How can they be so heartless?’: NY senior must downsize after nonprofit running her housing complex folds — but she can’t afford to move as the program is still getting her Social Security

‘That money was supposed to be put in mommy’s account’

Family Service of Rochester, the nonprofit tasked with running the Enriched Housing Program at Hudson Ridge and Danforth Towers, managed residents' Social Security and disability benefits in exchange for providing support services and paying rent on their behalf.

But according to the Rochester Housing Authority and as previously reported, the organization owes more than $400,000 in back rent. And the New York State Department of Health said the care provided by Family Service had become so poor that it posed health and safety risks to residents.

“Want to hear the shocker?” Johnson asked. “They told me I was going to be in one room with a partner… That wasn’t even a downsize — that was a no-size.”

Johnson’s daughter, Jannine Johnson, found an assisted living facility willing to take her mother, but there's a catch: Family Service of Rochester is still receiving Georgia’s Social Security benefits and has failed to reimburse her for prior payments that she should have received directly.

Despite a promise that her May check would be refunded, the money never showed. The family tried to cut ties with the nonprofit, visiting the Social Security office to change the representative payee, but due to a clerical error, the June 3 payment still went to Family Service.

“That money was supposed to be put in mommy’s account,” Jannine said. Now they’ve been told to ask the nonprofit to cut a check.

So far? No check. No refund. No move.

“This country is supposed to be land of the free and home of the brave,” Georgia Johnson said, “but in other countries they take care of their elders.”

News10NBC’s Deanna Dewberry contacted the board chair of Family Service of Rochester. She claimed she was unaware of the situation but said they’re now trying to resolve it.

Family Service issued a statement saying it is "following instructions" from the Social Security Administration. The nonprofit says it can only release funds for rent if it receives an invoice from a new facility. They claim checks are written weekly.

With $400,000 in unpaid rent and dozens of displaced and vulnerable residents, the situation caught the attention of law enforcement. Both the Monroe County District Attorney and the New York State Attorney General have confirmed they’re actively investigating. It would not be the first time that a nonprofit is accused of misusing government funds.

The U.S. Attorney’s Office has not yet commented.

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How to safeguard your finances

This case exposes just how vulnerable seniors can be when someone else controls their money. Here are five takeaways to protect yourself:

• Know your rights: If someone else is handling your benefits, you can change or revoke that arrangement by contacting the Social Security Administration (SSA) directly. Advance Designation allows you to pre-select up to three individuals as potential payees, offering peace of mind and preparedness.

• Keep documentation: Always keep records of your benefits, how they’re spent and who is the payee. In emergencies like this, paper trails are everything. Keep in mind that SSA requires representative payees to report any changes that may affect the beneficiary's benefit payments within 10 days after the month in which the change occurred.

• Emergency savings and housing plans: Seniors and caregivers should create “what if” emergency savings and housing plans, especially when third-party agencies are involved in finances.

• Understand your legal rights: Review or revoke power of attorney (POA) if you feel unsafe and assign a new one with legal assistance. Know elder abuse laws: Financial abuse is a crime. Report suspected abuse to Adult Protective Services or local law enforcement.

• Use technology safely: Beware of phishing and scams and never share financial information over the phone or email unless you’re certain the individual you’re speaking with is an authorized representative of the agency. Secure your devices by keeping your phone, computer and passwords safe, especially if you do online banking.