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NYCHA says staff, call center and portal problems strain Section 8 administration
Summary
NYCHA testified to the City Council that its leased housing team and customer service systems are under strain as the agency expands Section 8 administration; council members and witnesses described long call wait times, portal glitches and recertification errors that have harmed voucher holders.
At a Committee on Public Housing hearing, NYCHA officials described staffing and technology constraints as the agency manages the nation’s largest Section 8 program and a growing pipeline of project-based conversions.
Lakisha Miller, NYCHA’s executive vice president of leased housing, said the leased housing team has an authorized headcount of 520 and 476 active personnel, leaving 44 vacancies. “Our leased housing team has a headcount of 520 personnel. We have…476 active personnel,” Miller said. NYCHA told the committee it intends to use existing voucher-issuance staff to support the EHV-to-HCV transition rather than hire additional personnel immediately.
Council members and…
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