The District of Columbia Housing Authority’s Housing Choice Voucher Program is taking another step to further improve customer service.

Customers can now schedule an appointment with their specialist instead of traveling to DCHA’s main office at 1133 North Capitol Street, N.E. on Tuesdays, standing in long lines to get into the building, and then having to wait even longer to see their specialist.

Walk-in Tuesdays will be discontinued beginning August 1.

“HCVP continues to upgrade its services to meet our customers where they are,” said HCVP Director Ronald McCoy. “Now customers can make an appointment at a time that works with their personal schedules. The new system is easy, efficient, and a welcome change for our customers.”

On a typical Tuesday, anywhere from 400 to 600 people come to DCHA’s main office. The new system will allow customers to choose from about 15 time slots to meet with their specialist.

To schedule an appointment, HCVP customers can either call DCHA’s Call Center at 202-535-1000 or if they are already at DCHA’s main office, Customer Service Specialist in the lobby or HCVP’s front desk staff can assist them.

Once the appointment is scheduled online, customers will receive a receipt confirmation that includes any information they may need prior to the appointment, such as necessary paperwork they should bring. In some cases, the email may explain that they don’t have to meet with their specialist and handle their request by, for example, submitting their recertification documents in the lobby. The system sends out several reminders to both customers and their specialists alerting them about the upcoming appointment.

In addition, DCHA will include information in the customer emails that is relevant to the life event they want to address with their specialist. For example, if the customer indicated that they were scheduling an appointment to report loss of income, DCHA will send them employment programs and financial counseling information as well as job listings that are part of the agency’s BenefitsGPS app available on DCHA’s website. If they scheduled an appointment to add a child to their household, DCHA will send those customers information about childcare and schools, as another example.

Following the appointment, customers will receive link to an online survey they can complete about their experience at DCHA.

Soon customers will be able to schedule their own appointments from their phone or computer. 

Last modified: 6/26/2017 1:28:54 PM