Case Study: Hagerstown Housing Authority reduces in-office requests by 50% with Yardi RentCafe PHA

Hagerstown Housing Authority - Customer Case Study

Hagerstown Housing Authority (HHA) is a HUD-designated high-performing public housing agency managing 1,320 units and over 900 Housing Choice Vouchers. When the COVID-19 pandemic forced offices to close in 2020, HHA — which had relied heavily on walk-in traffic for applications, payments and recertifications — needed a way to maintain service continuity while operating socially distant.

HHA used its 2018 implementation of Yardi Voyager PHA and RentCafe PHA to move waiting-list signups, applications, document uploads, recertifications and payments online. The shift enabled 24/7 self-service, centralized workflows and better compliance controls, cutting in-office assistance requests by 50% and freeing staff to focus on higher-value tasks.

Hagerstown Housing Authority

George Stull

Director of Information Technology