We hear it all the time: “Our residents don’t want to use technology.” And we understand why! Concerns range from limited digital access to privacy worries, and sometimes it can be about not feeling comfortable with tech. Their reasons are valid, but with education and community-focused strategies, you can help them break through these barriers.   Because when it comes down to it, technology brings a new convenience that residents haven’t experienced before. From paying rent to requesting maintenance, software makes everyday tasks easier and faster. Communicating these benefits can help residents see technology as a helpful tool, rather than a cumbersome task. And once it clicks for them, they won’t go back! This blog will cover: Why technology is critical for PHAs Strategies for adapting tech-resistant residents How Yardi can help your agency succeed Why technology is critical for PHAs In public housing, technology is essential in providing efficient and quality service to residents. Moving away from time-consuming processes, like mailing forms and in-person meetings, simply speeds up operations. And the reality is, online applications and maintenance requests are processed twice as fast as traditional methods, saving you both time and money. Many agencies are already seeing the benefits. By automating tasks, they’re able to allocate resources, reduce backlogs and plan for the future. Read more about how agencies are thriving with technology here. Adapting residents to technology So, how can you adapt tech-resistant residents to feel more comfortable with technology? “In our region, some don’t warm up to technology right away, so we have to go at their pace,” says Stacy Sanders and Marti Chilcoat of the Kentucky Housing Authority. It’s important to have patience and meet residents where there but building comfort with technology also requires education. “Education is key,” says Juan Garcia of the Housing Authority of the County of Santa Barbara. We tell our residents, ‘Hey, with RentCafe you can see your inspections, apply for new waiting lists, review who is your caseworker, submit your paperwork to complete your recertifications easily and best of all it’s available 24/7.’ Once they understand the benefits, they’re more likely to give it a try.” We know how important resident care is to you. Making sure they feel comfortable and confident is imperative to this industry. That’s why it’s important to clarify that technology is only there to support them. 5 strategies to help your resident break the tech-barrier 1. One-on-one meetings: Offering personalized support is a great starting point. Schedule individual meetings to help residents get set up on their device. Allow them to ask questions and be sure to schedule follow-up meetings. “For us, the easiest way is by scheduling resident meetings at move-in to help them get set up on RentCafe on their mobile device.” – Juan Garcia, the Housing Authority of the County of Santa Barbara 2. Group workshops: Hold regular workshops to cover different topics, such as setting up online payments. They can be an inviting way for your residents to learn in a supportive environment. Plus, it gives them a chance to learn and practice together. 3. On-site kiosks: Set up kiosks at your agency or other communal area, where residents can access the technology to complete essential tasks. Having a dedicated space can help residents feel at ease while also providing support for those without a device or access to Wi-Fi. “We set up kiosks in certain locations to make things easier for residents.  If they don’t have access to a scanner, they can use the one at our kiosk to upload documents directly into RentCafe.” – Jacquelyn Hicks, vice president of Information Technology at Richmond Redevelopment Housing Authority 4. Wi-Fi help: Inform residents on locations where they can access free Wi-Fi. Limited access is a major barrier, but helping residents understand their options is essential. 5. Step-by-step guides: Written guides or video tutorials are a great way for your residents...

Last week, our PHA team attended the National NAHRO Conference in Orlando, Florida. We especially enjoyed the keynote speech by rapper Roxanne Shante who grew up in Queensbridge Public Housing Projects. Her story highlighted how vital safe and affordable housing is for many artists growing up. It’s inspiring to see icons like Shante actively engage with their community and use their platforms to instill change. A big thank you to our friends at NAHRO for giving us a platform to share how technology can shape the future of public housing. We find it incredibly rewarding to witness the real impact we have on our community and to engage in conversations that challenge us to think and act differently. But we didn’t just share our expertise. We also learned about the inspiring work others in the industry are doing. Our team left the conference feeling more motivated than ever to contribute to this positive change. In case you missed us, here’s a quick recap of what our team covered: Harnessing AI in public housing Jeanette Porter and Jeff Bischoff from Yardi took the stage to discuss a hot topic: AI and its potential in the public housing sector. They explored various uses of AI in housing, such as chatbots and optical character recognition (OCR). We also touched on the importance of safety and security when using AI, especially when handling sensitive personal information. “It’s critical that you have the proper plans, policies and cyber security insurance in place,” said Jeff Bischoff, director at Yardi. Looking ahead, we’re excited about using AI to simplify everyday tasks in public housing. This innovation opens a world of possibilities and we’re eager to keep the conversation going. Streamlining PHA operations with Upfront Income Verifications Next up was Mary Beth Snyder, industry principal at Yardi, who always knows how to engage the crowd and break down the complexities of income verification. Mary Beth explained the new HOTMA rules and how Level 5 Upfront Income Verification is now the highest form of verification since EIV isn’t available at move-in. She pointed out that Level 4 Tenant-Provided Verification can raise fraud concerns, while third-party verification forms have been lowered to Level 3. We also heard from Ebony Bell from the Southern Nevada Regional Housing Authority and Brandi Quiroz from the Corpus Christi Housing Authority. They discussed how their agencies handle to verification and fraud prevention, along with some strategies that have made a real difference for them. We hope to continue empowering housing authorities to streamline their verification processes and maximize staff efficiency. Final thoughts Thank you to NAHRO, Quadel and all the organizations that make this event possible. It was wonderful to see everyone come together, even during a hurricane. We’re grateful our team made it out safely, but our hearts go out to the communities affected by the storm. For more information on Yardi’s public housing solutions, please visit...

The housing crisis isn’t going away overnight, but with the power of innovation and technology, people can get housed faster and smarter. That’s why public housing authorities (PHAs) are stepping up to the challenge. We had the privilege of sitting down with some visionary authorities to discuss their plans, and to say we were inspired is an understatement. These agencies understand they need to adapt to meet the changing needs of their community. Leaders in the industry are taking the leap towards implementing technology and transforming their operations — even if it means dipping their feet into an area they aren’t familiar with. By choosing innovation, they’re setting the bar high for public housing authorities — proving that with the right tools and mindset, we can overcome the most daunting challenges. Their commitment to change is paving the way for a brighter future where all families can find safe and affordable housing. “We’re striving to be innovative in our use of technology and development of affordable housing units. We must think outside the box. It’s critical for housing authorities to reinvent themselves and become community leaders. And Yardi has been critical in helping us take that leap,” says Carol Jones-Gilbert, CEO of Palm Beach Housing Authority. In this article, you’ll learn how agencies are using innovation to: Prioritize residents in their operations Navigate the challenges of the PHA world Plan and prepare for the future Putting residents first It’s no secret that there are many moving parts in getting applicants approved for public housing. From managing waitlists to ensuring compliance, the process can be daunting and time-consuming. But agencies are moving forward as technology evolves. Paper processes are a thing of the past, and innovation is the new gold standard. With trusted software, agencies are prioritizing the needs and happiness of their residents. After all, assuring residents receive the support they need is paramount to the goals of public housing agencies. We caught up with Weneshia Brand, deputy director of the Ann Arbor Housing Commission, and discussed her success with Yardi. She explained how they continually strive for excellence in all aspects of their operations and want to set the bar high for other agencies to follow. She championed the simplicity of handling all their business in one platform, including their maintenance, reporting and financial activity. “With Yardi, we can manage our maintenance requests, financial records and compliance reports all in one place,” she offered. These integrations have saved her team hours while also reducing the risk of errors and increasing overall efficiency. But what’s most important is that, with innovation on the rise, agencies can focus on what really matters: the residents. Staff members can now dedicate time to more hands-on tasks, such as maintenance requests, property inspections and personalized support programs. The innovation doesn’t stop here for the Ann Arbor Housing Commission. Brand disclosed her plans to implement Yardi Case Manager. Their interest stems from the desire to be part of the continuum of care. “The case management system will allow us to process our homeless individuals more quickly, ensuring they receive the support they need,” Brand explained. This progressive approach confirms their commitment to leveraging technology to better serve their community and get more people housed. Keeping up with the ever-changing PHA world Public housing agencies are doing incredible work to keep up with the evolving PHA space. They’re navigating a complex web of regulations, adapting to shifting policies and managing staff turnover — all while ensuring their residents are receiving the care they deserve. Let’s be honest, compliance with HUD regulations can cause headaches for many agencies. Navigating the complexities of changing policies at the federal level, staff turnover and compliance work requires dedication and hours of planning. Among these dedicated agencies is the Palm Beach Housing Authority, which has leaned on Yardi to stay compliant and expand the areas they serve. In fact, their...

Public housing authorities (PHAs) across the U.S. are facing a major challenge: many of their employees are getting close to retirement. It’s estimated that over 50 percent of PHA and other public sector employees could retire within the next five years. This means PHAs need to have a plan in place to fill these upcoming vacancies with qualified people. However, it’s not easy — 79 percent of agencies cannot find qualified candidates for open positions, according to a survey by NeoGov, an HR solution provider for the public sector. Succession planning is crucial for PHAs. It’s not just about finding someone to fill a job — it’s about keeping a skilled workforce that can serve their communities effectively. A good succession plan can also lead to better employee retention and engagement. In fact, organizations with strong plans have retention rates 50 percent higher than those without them. To tackle these challenges, PHAs must ensure their staff possess the right skills and knowledge to step into leadership roles when needed. The Yardi Aspire Learning Management System (LMS) is a powerful tool that can help. Aspire delivers effective industry education, skill development and promotion preparation — helping PHAs build a strong pipeline of talent and ensuring smooth leadership transitions. Why succession planning matters Succession planning involves looking ahead and being prepared. According to the HUD Instructional Guide, succession planning helps PHAs in several key ways: Ensures long-term success: Confirms that PHAs maintain smooth service delivery, even during leadership changes. Reduces risks: Identifies important roles and prepares internal candidates when key positions become vacant. Promotes staff growth: Promotes staff development and prepares them for leadership roles, ensuring the right skills are in place. How Aspire supports succession planning Aspire offers several tools that are vital for effective succession planning, such as: Extensive catalog: Offers hundreds of short, interactive courses designed to fit within a busy workday from the LMS or on a mobile device with the Aspire App. The Aspire catalog covers a variety of training topics, including industry knowledge, fair housing and sexual harassment, safety, Yardi software, leadership, professional skills and more. PHAs can also create custom courses to ensure organization-specific learning needs are covered. Assess and develop internal talent: Evaluate your current workforce to identify high-potential employees who could fill key roles in the future with Aspire assessments. Then, map out the key skills needed for each role included in the strategic plan. Configure Aspire to automatically deliver or recommend development opportunities to equip these individuals with the necessary skills and knowledge. These include offering training, mentorship and leadership development assignments — all of which can be set up and tracked in Aspire. IMAGE: Skills assigned report shows a Seattle Housing Authority employee’s progress toward assigned skill proficiency. Custom Learning Plans: Aspire’s embedded authoring tools allow succession plan teams to create custom learning plans that align with their succession goals. These plans clarify the promotion path, which often includes a variety of tasks, learning assignments, forms and surveys and assessments to make sure employees are fully prepared for future roles. External Certifications: Aspire helps PHAs stay compliant with HUD requirements, which is especially important during leadership transitions. In addition to assigning hundreds of short, program-specific courses for Low Income Housing Tax Credit (LIHTC), Section 8, and Enterprise Income Verification (EIV), Aspire clients can upload 3rd party training (i.e., industry certifications) and schedule annual recertification. Comprehensive Reporting: Use the interactive dashboards and scheduled reports to ensure that the required skills and competencies are in place and necessary certifications are up to date. Implementing a succession plan with Aspire Identify Key Roles: Start by identifying the roles that are crucial for your PHA’s operations. Aspire can help document the responsibilities and skills needed for each role. Develop Potential Successors: Use Aspire to create and track personalized development plans for potential successors. These plans can include opportunities to earn badges and rewards, keeping...

Spend time with professionals from the affordable housing space and public housing agencies and you’ll likely hear a timely HUD topic brought up in conversation: HOTMA. It’s a buzz that has many public housing agencies and affordable housing providers asking questions and perhaps feeling concerned about how they will manage to implement new compliance mandates. We met up with Gabrielle Van Horn, Yardi PHA director and Dave Kessler, Yardi vice president of affordable housing, to learn more about HOTMA and what it means for PHAs and affordable housing organizations. They also provide insight on Yardi’s plans to accommodate new compliance mandates that will affect households as they qualify for housing units. Q: First, tell us what HOTMA stands for? Gabrielle: HOTMA is an acronym for the Housing Opportunity through Modernization Act. It was signed into law in July 2016 and goes into full effect on January 1, 2024. Q: What is Congress asking HUD to achieve by implementing HOTMA? Dave: HOTMA is an opportunity for HUD to standardize the way affordable housing programs calculate income. For example, in the past, a household’s calculated income would vary depending on the applicable affordable housing program. Now, with HOTMA, it’s less confusing for housing providers because it standardizes the deductions and exemptions that factor into making a final determination of a household’s income. Gabrielle: Factors such as deductions from income for households with seniors are not only being recalculated, but also standardized across certain programs. That’s good news for programs affected by HOTMA. Q: What should affordable housing providers be working on now to prepare for upcoming changes? Gabrielle: Like anything with HUD, there are aspects of HOTMA that may be a challenge to comprehend and implement. There is a lot to learn and prepare for as the January deadline approaches. Dave: Yardi, as well as other affordable housing and PHA software vendors, is updating our technology to accommodate changes required by HOTMA. We’ll have online coursework for our clients to make sure they remain compliant throughout the process. We are also expecting to soon see HUD’s updates to forms 50058 and 50059, as well as other forms that are directly affected by HOTMA. Once we see those in final format, Yardi will make sure our clients have access to them in our software and that the data fields and calculation formulas are adjusted for HOTMA compliance. Gabrielle: I also want to express that training organizations and nonprofit affordable housing advocacy groups are the best resources for learning about HOMTA. I follow NAHRO’s blog and social media posts for up-to-date information on HOMTA, including training resources they’ve been sponsoring. I recommend this type of training for affordable housing providers and PHAs, and that they get started as soon as possible. Q: What would be an example of an upcoming change? Gabrielle: One that’s sure to help many is the increased income deductions for seniors. Increasing those deductions will make it easier for households to qualify for a unit. It makes sense to make that adjustment now, especially as inflation has increased expenses. Dave: Yes, I’m not sure if HUD expected the pandemic and its residual effects in terms of wage increases when they passed HOTMA in 2016. However, the timing is perfect as it will help households qualify for needed housing resources even as their income may have risen due to high inflation rates over the past few years. Q: How will Yardi software adapt to HOTMA? Dave: We are actively working on updates to Yardi Voyager and Breeze Premier as well as RentCafe, our portal solution for applicants, renters, and private landlords. We’re focused on having that technology ready when our clients are required to adopt HOTMA standards. Gabrielle: We’ve also made additional support staff available so that our clients can get help with Yardi software. But, again, learning HOTMA regulations and compliance mandates is best done with training resources such...

The Housing Opportunity Through Modernization Act (HOTMA) of 2016 brings significant changes to HUD’s public housing program. After years of preparation and implementation processes, public housing agencies across the country are ready to change the way they complete many of their core processes. Yardi is also ready for HOTMA with updates to our PHA Suite in development, as well as a plan to provide hands-on assistance to our clients as we work through HUD’s new program mandates. Gabrielle Van Horn, director of client services for Yardi, recently led an online webinar for Yardi clients walking them through Yardi’s HOTMA strategy. The webinar’s agenda included an overview of HUD changes, notably: Finalization of the Public Housing Over-Income Rule: Section 103 (PIH 2023-3) Final Rule for Sections 102 and 104 HOTMA Implementation Revisions to all 50058 forms Housing Information Portal (HIP), which replaces IMS/PIC National Standard for the Physical Inspection of Real Estate (NSPIRE) Van Horn walked attendees through Yardi’s plan to accommodate these upcoming changes. She also provided a timeline for all Yardi PHA clients who will need to upgrade their software this year, in order to remain compliant with the new HUD rules. Important notes on preparation and training from Gabrielle’s presentation included: Prepare your Board of Commissioners: ACOPs and Admin Plans must be adjusted. These are not optional changes We recommend utilizing training from HUD, industry experts, and industry groups such as NAHRO and PHADA for regulatory guidance An in-person training will be offered at the Yardi Advanced Solutions Conference in San Diego, September 6th – 8th Additional training will be available via online learning and documentation for those unable to attend the conference “This is an all-hands-on-deck process for the PHA client support team over the next few months. We’ve got a plan to help all of our clients to get their software ready for new HUD requirements, and we are allocating resources from within to help make the process as smooth and timely as possible. We’re committed to helping our clients through this process,” said Gabrielle. As a leading provider of PHA software and services, Yardi has access to contacts at HUD to seek clarification and provide feedback on how new rules can be accommodated. Yardi, as well as other vendors, will soon have a private meeting with HUD to discuss particular challenges and to provide advice on implementation strategies. Public housing agencies who are current Yardi clients can log on to Client Central to see Gabrielle’s recorded webinar. Questions submitted during the session, along with answers from Yardi, are also available on Client...

Moving To Work (MTW) was a groundbreaking policy moment for HUD in 1996. Through MTW, HUD selected a small group (or cohort) of public housing agencies (PHAs) for the chance to create their own programs using HUD money. Gabrielle Van Horn speaks at NAHRO last month. The only caveat to these MTW programs was the they must accomplish specific goals set by HUD, including: Finding better ways to use federal funds with emphasis on reducing costs and improving effectiveness and availability of servicesHelping households improve economic self-sufficiency through incentives for participation in job training, education or job search activitiesIncreasing the availability and selection of housing resources for low-income households As a Demonstration Program, HUD share successes and challenges that each PHA participating in MTW experiences. So, MTW is not just a chance for PHAs to help their local communities, but also help other PHAs craft programs that may work elsewhere. MTW’s recent expansion is an opportunity for more agencies to participate in creating and testing innovative housing policies that can revolutionize the subsidized housing industry. That makes this a great time to check in with Gabrielle Van Horn, director of PHA support for Yardi, to get her perspective on MTW’s history and future. Gabrielle, tell us about Yardi’s first involvement with MTW. Our experience goes back more than two decades, all the way back to 2000. From the beginning, we’ve had MTW clients working with programs falling under the categories of administrative efficiencies, rent reform, work requirements and incentive programs. Collaboration with our customers in program design and our working experience with HUD programs have helped make our customers’ visions come to life. Yardi is honored to partner with some of the most progressive agencies in the country. About half of the original MTW agencies are Yardi clients, so we were well positioned to work on the expansion phase of MTW. We have clients in each cohort. We took the initiative to engage with them as soon as possible so that we could support their newly designed programs and make sure they could track data for accounting, household demographics, changes in income and other key information. How does Yardi help track control groups? To me, HUD’s requirement of control groups is one of most interesting components of the MTW Expansion guidelines. Control group data can be quite helpful in testing program design. Tracking non-participating households alongside those that are part of MTW designed programs makes it possible to prove the effectiveness of locally designed programs. That proof will go a long way in the future of public policy design. That’s why Yardi has ensured that control group tracking is a key component of our custom programming for MTW Expansion rent reform clients. Can you give us an update on how Yardi is supporting MTW Expansion 50058s? This is a new 50058 form and a new file format. We’ll be using new technology to submit these 50058s to HUD to HIP (Housing Information Portal). We have been testing and providing feedback to HUD since they first opened their original testing site to vendors. As soon as HUD is ready, we’ll have the interfaces in place to submit them electronically. One of the greatest benefits of having a longstanding relationship with HUD is the trust that we are doing our part. That means that our clients feel comfortable and confident knowing we have designed features that will reflect their vision and meet HUD’s compliance requirements. What do you think is the most exciting cohort? I am very excited about the Landlord Incentives cohort. Finding ways to make the program more appealing to landlords is critical to the future of the Housing Choice Voucher program. Are you prepared for the next MTW cohort? Yes. We have a team of programmers and support staff ready for the next programs that come from our clients. But, here’s an even better question: is the next...

Public housing agencies are among the busiest organizations in the residential property management industry. There’s a lot going on. Most PHAs have thousands of names on their waiting lists. As names come up for consideration, staff faces hours of detailed work to ensure that that applicants qualify for housing assistance. Once applicants become residents, PHAs and the private landlords participating in their programs are responsible for all the normal property management duties associated with multifamily housing. To top it all off, PHAs are required to continuously report to the U.S. Department of Housing and Urban Development, as well as other state and local government offices, for compliance purposes. Luckily, there’s an app for PHAs that streamlines each of these workflows. RentCafe PHA is a unique solution available only to Yardi clients. By modernizing the way PHAs work with stakeholders, most every stakeholder group benefits. Here’s how. Prospects: RentCafe PHA simplifies how an agency can open its waiting list for new names. The typical frenzy of activity that happens when an agency accepts new names is mitigated since people can join a waiting list online, and without having to turn in a stack of paperwork. RentCafe PHA even offers automated solutions for agencies to periodically purge their waiting list without the need to mail thousands of notices and enter data returned in the mail. Instead, waitlisted households receive an electronic notice that it’s time to confirm their waiting list status. They can simply go online to quickly save their spot on the waiting list or opt out of consideration for assistance. Applicants: Nearly 800 housing applications were created in RentCafe PHA every day in 2019. And contrary to traditional methods of applying for housing, applications in RentCafe PHA are paperless. That’s nearly 300,000 stacks of paper potentially saved in 2019 alone. Another break from tradition is that applicants can work on their submissions when it fits their schedule. There’s no need to set an appointment during PHA office hours. In 2019, 42% of applications were completed after 5 p.m. and before 8 a.m. The convenience of 24/7 access from any connected device saves applicants from visiting the PHA during office hours, a bonus for both applicants and PHA staff. Landlords: Most any rental unit in town can be part of a public housing agency program if the landlord accepts PHA vouchers to supplement rent paid by the resident. Private landlords who decide to participate require access to forms to report back to the PHA on activities such as rent collected, maintenance work completed, move-outs, etc. With RentCafe PHA, landlords can do this work from their private computers or handheld devices. There’s no need to mail or fax paperwork to the agency, which saves a lot of time and money. Residents: Modern multifamily housing providers offer residents the ability to go online to pay rent, make repair requests, schedule inspections and more. PHAs are no different. Households that qualify for housing with RentCafe PHA continue to use the solution once they move into a unit. It’s simply a matter of adding resident functions to their already existing RentCafe PHA profile. Compliance staff: Every resident and participant in a PHA housing program must qualify for assistance. There’s a lot of work involved, and a lot of personal data that must be collected, submitted and verified. RentCafe PHA makes compliance easier and faster by connecting PHA staff with applicants and residents. Households can securely submit their data online, as well as images of backup documentation, directly to PHA compliance workers. Insecure and inefficient methods such as photocopying legal documents and storing private personal information in file cabinets are taken out of the process. Staff can even use RentCafe PHA to securely communicate with applicant employers, schools and former landlords to verify the accuracy of submitted information. Learn more about RentCafe PHA by downloading Five Steps to Revolutionize PHA Applications & Compliance Workflows, a...