For each homeowner enrolled in the Program, the Ombudsman shall make intensive efforts to: determine why the homeowner has not paid the taxes due; and provide appropriate assistance to help the homeowner pay the taxes due and retain the dwelling. The Ombudsman shall communicate with each homeowner enrolled in the Program through whatever method is most effective, which may include: easy–to–understand mailings; phone calls; notices posted on the dwelling; and when necessary or appropriate, an in–person visit. The Ombudsman may assist a homeowner enrolled in the Program by: helping the homeowner to apply for existing tax credits and public and private programs and benefits; or entering into an installment payment plan with the homeowner to pay the taxes due. The Ombudsman may forgive all or part of the tax debt owed to the Department by a homeowner enrolled in the Program who faces particular hardship or has a special need. The Ombudsman shall develop a process to allow a homeowner enrolled in the Program to designate a family member or another representative of the homeowner to communicate and work with the Ombudsman on the homeowner’s behalf.