Section 8 program focuses on individual customer care.

Participants in the Housing Choice Voucher Program (formerly Section 8) will soon see some major changes when SAHA unveils its new customer service delivery model in July.

Under the new “one-stop” approach to client management, each program participant is assigned a specific caseworker, who will serve as the client’s contact throughout their participation on the voucher program.

The change means caseworkers will manage a limited number of residents, improving their ability to offer customer service.

At present, Section 8 clients seeking assistance at the agency’s Central Office are seen on a “triage” system, which often requires clients to wait for an available counselor for assistance. Voucher Program officials decided the triage method was not responsive enough to customer needs, and expect the new system will reduce waiting time, improve communication between residents and SAHA, and improve program efficiency.

“We want to be able to satisfy a family’s needs on every visit,” said Deborah Flach, Vice President of Assisted Housing. “With participants seeing the same caseworker on every visit, we believe it will result in improved communication and continuity because our caseworkers will be familiar with the needs of their customers.”

To ensure program participants know which caseworker they will see, SAHA will  send letters to all of our program customers. Also, the information is available at www.saha.org and is included in this issue of Housing Matters. Residents can also contact the Housing Choice Voucher program at 477-6205.
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