DCHA’s Redesigned C...

DCHA's Redesigned Core Voucher Application Receives NAHRO 2024 Award of Merit

DC Housing Authority's Redesigned Core Voucher Application Receives NAHRO 2024 Award of Merit
Honor recognizes results of innovative partnership to improve District government services

WASHINGTON, D.C. [Oct. 09, 2024] - The National Association of Housing and Redevelopment Officials has presented a 2024 Award of Merit to the District of Columbia Housing Authority (DCHA) for the recently redesigned Housing Choice Voucher (HCV) Core Application. The application is the product of an innovative partnership among DCHA, the DC Department of Human Services (DHS), The Lab @ DC, and Resident Researchers.

The award-winning HCV Core Application, which was honored with a NAHRO 2024 Award of Merit in Administrative Innovation, began roll-out in February 2024 following a year-long redesign process led by The Lab @ DC, which has partnered with numerous DC government agencies to overhaul paper forms with a focus on user-centered design.

In 2023, DCHA, The Lab and DHS hired five community members with lived experience in the District's housing voucher programs as Resident Researchers. The Resident Researchers helped create the research plan, lead research activities, summarize findings and develop solutions - which were informed based on engagements with voucher families, the DHS case managers who support voucher participants and applicants, the landlords who house voucher families, and DCHA and other DC government staff who administer housing and other programs.

"The partnership and its results serve as an example of what DCHA hopes to continue: collaborations with the families that we serve and our sister agencies throughout the city to form thoughtful, data-centered and community-informed solutions that better our programs and services," said DCHA Executive Director Keith Pettigrew. "Thank you to the prior administration for embarking on this partnership, thank you to The Lab, DHS and our Resident Researchers for prioritizing the first-hand experience of our voucher families to reshape the application, and thank you to NAHRO for this honor."

"As governments, the paperwork we require has the power to remove barriers or put them up. This especially is true as residents move from housing instability to security. We're honored to have been entrusted with the responsibility to shape a clear and accessible application for our fellow residents," shared Sam Quinney, Director of The Lab @ DC.

As part of the redesign process, The Lab, DHS, the Resident Researchers, and DCHA's legal and voucher program teams went line-by-line through the roughly 40 pages of forms that made up the previous iteration of the voucher application, and shadowed voucher applicants and case managers using those forms, and DC government staff processing them.

The partnership identified redundancies, considered the needs of residents and government, and accounted for local and federal rules and regulations in the formation of the redesigned application. The new HCV Core Application and related documents are now available on the DCHA website.

"Too often, systems designed to help individuals access government services are bureaucratic and inefficient. Simplifying DCHA's application process by creating user-friendly forms is a key step in our shared commitment to reducing the time it takes for voucher participants to secure housing. We're grateful to the Lab and DCHA for their partnership in this critical effort, but most importantly, to our Resident Researchers, who courageously shared their personal experiences and led us to a well-designed application," said Laura Green Zeilinger, Director of the DC Department of Human Services.

"Creating a framework for District residents to seamlessly and efficiently navigate voucher programs starts with the application," said DCHA Board Chair Raymond Skinner. "Congratulations to the Resident Researchers, DCHA, The Lab and DHS for creating a more accessible, easy-to-understand entry point to DCHA voucher programs."

The NAHRO 2024 Awards of Merit, which were presented Wednesday, Sept. 25 at the organization's 2024 National Conference & Exhibition in Orlando, Florida, honored housing authorities from around the country that have made strides to improve their agency, communities and the lives of the people they serve.

"As our country grapples with a nationwide affordable housing crisis, these housing agencies face their local challenges with tenacity, creativity and a powerful will to improve their communities," NAHRO CEO Mark Thiele said. "Whether they're building and repairing homes, forging local partnerships to provide resources such as healthcare and workforce training, or increasing their agencies' ability to serve, these dedicated professionals build and implement innovative solutions that improve the lives of their residents, their staff, and the communities in which they work. Congratulations to all the award winners!"

The full list of winners is available in the NAHRO 2024 Awards of Merit catalog.

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About DC Housing Authority
The District of Columbia Housing Authority (DCHA) is committed to providing safe, affordable, and quality housing to the residents of the District of Columbia. The agency emphasizes fostering a collaborative work environment to meet the highest expectations of the affordable housing industry. With a focus on innovation and community development, DCHA strives to improve the lives of individuals and families by creating sustainable and thriving communities. To learn more about DCHA and the work that the agency is doing to impact the residents of Washington, D.C., visit our website at https://www.dchousing.org.

About The Lab @ DC
The Lab @ DC is a research team embedded in the Office of the City Administrator composed of civic designers, social scientists, and data scientists. The team partners with local agencies to design, implement, and evaluate District programs using a resident-centered lens. DC residents deserve a government that asks questions, tests policies, and iteratively improves how it serves the community, and The Lab works each day to answer that charge.

About DC Department of Human Services
The DC Department of Human Services (DHS) provides District residents with meaningful connections to work opportunities, economic assistance, and supportive services. Visit us at dhs.dc.gov to learn more.

About NAHRO
NAHRO, which was established in 1933, is a membership organization of more than 26,000 housing and community development professionals throughout the United States. NAHRO members create and manage affordable housing for low- and middle-income families and support vibrant communities that enhance the quality of life for all. NAHRO members administer more than 3 million homes for more than 8 million people.