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Roles and Systems
1. EHV Case Tracker
View the EHV Case Tracker training video.
The EHV Case Tracker was created to keep track of Client progress throughout the EHV program and for Caseworkers to see all Client information in one place, by pulling information from several systems including the CAPS, the NYCHA Self-Service Portal, HOME, and Elite.
For guidance on accessing the EHV Case Tracker, please see the EHV Case Tracker Quick Reference Guide (.pdf) or the EHV Case Tracker training video.
The Referring City Agency or those with Supervisor access to the system manually assign cases to Caseworkers. The Client’s Survey # associated with the positive EHV result in CAPS is listed in the case details section.
If you are unable to access the EHV Case Tracker or are having trouble with logging in, please contact your Supervisor or Referring City Agency and they will assist with facilitating access.
If you are having issues with the EHV User Account Password and Multi-Factor Authentication, you can reach the Citywide Service Desk at 212-692-4357. Listen to the prompts for "Emergency Housing Vouchers" and press 8 to be connected to a representative. Please note: The Service Desk can only assist users that already have a valid EHV user account. New account creation, functional training, and other support requests need to continue to go through their provider management and program teams.
2. EHV Case Tracker Questionnaires
In this step, Caseworkers are advised to complete the Case Tracker Questionnaires (timeframe: approximately 10 minutes).
1. EHV Caseworkers should ensure that Questionnaires 1 and 2 have been completed in the online EHV Case Tracker for all EHV applications that have been submitted to date.
3a. Application Review: NYCHA
View the Application Review training video.
The Application Review process is different for NYCHA and HPD. Section 6a (immediately below) covers the NYCHA process and Section 6b (the following section) covers the HPD process.
1. NYCHA reviews application (timeframe: up to 15 business days). If any documents are missing, NYCHA follows up with the Client and Caseworker requesting the missing information. NYCHA provides status updates around additional information to the EHV Case Tracker on a nightly basis; the additional information notes are visible to the Caseworker in the EHV Case Tracker.
2. NYCHA completes the criminal background check, and sex offender check.
NYCHA and HPD must prohibit admission to the program if any household member has ever been convicted of drug-related criminal activity for manufacture or production of methamphetamine on the premises of federally assisted housing. NYCHA and HPD must prohibit admission to the program if any member of the household is subject to a lifetime registration requirement under a State sex offender registration program.
If Client is contacted by email, NYCHA will copy the Caseworker. If Client is unable to attend, NYCHA will reach out to reschedule. Caseworkers can access information about Eligibility Interviews in the EHV Case Tracker.
3. NYCHA conducts an internal eligibility review.
4. If the Client is found eligible, the Client and Caseworker will receive a detailed email with information about the online EHV briefing and next steps. The email will also include the voucher, the rental PIN letter, the EHV briefing deck and EPS handout, and, if applicable, the Broker Fee and One-Time Owner Payment request forms.
Client can also access a copy of the Voucher on the NYCHA Self-Service Portal. View the Locating the Voucher and PIN Letter Guide for help accessing a copy of the Voucher and PIN Letter on the NYCHA Self-Service Portal. The PIN on the letter allows the Owner to access the online rental packet for the Client.
5. Client signs the voucher and returns the signed copy to NYCHA.
3b. Application Review: HPD
View the Application Review training video.
The Application Review process is different for NYCHA and HPD. Section 6a (immediately above) covers the NYCHA process and Section 6b (immediately above) covers the HPD process.
HPD would like to warn applicants about fraud. Please see the HPD Fraud Alert.
1. HPD reviews EHV Application for minimal completeness (timeframe: up to 15 business days). Applications proceed to the EHV Waitlist if the EHV Referral Form was provided, a photo ID was provided and the criminal background check and lifetime sex offender screening is cleared, and someone in the household declares citizenship or eligible immigration status. If any of these three minimal requirements are not met, a Request for Additional Information (AI) notice will be issued to the Client (Applicant) and Caseworker. The application will remain in this preliminary status until the three minimal requirements have been met or their application is denied (due to ineligibility or failure to respond to AI requests).
2. HPD notifies Client and Caseworker by email of placement on the EHV waitlist and information on how to view Online Briefing (timeframe: about 30 days). If other required documents are missing, a Request for Additional Information (AI) notice is issued for those documents. The applicant has 15 days to respond. If documents are still missing a final Request for Additional Information (AI) notice will be issued for another 15 days. If no response is received, the case will be reviewed for denial.
The Client should watch or listen to the HPD EHV Program Briefing video before the Interview Appointment. Clients are required to return the HPD certification form (.pdf). Clients are also notified of detailed information about their rights and responsibilities in the program in the HPD Briefing Boo" (.pdf) and the HPD EHV Briefing Supplement (.pdf).
3. HPD emails Client and Caseworker and mails Client Notice of Briefing Interview Appointment. Client is scheduled for 1 appointment with 10 days of notice. Client can reschedule one time if needed. If Client does not attend, they are automatically rescheduled for a second appointment. If Client does not attend the second opportunity, their application is reviewed for denial. Information about the Briefing Interview Appointment is available in the EHV Case Tracker.
4. HPD and Client complete Briefing Interview. On the scheduled date and time, HPD will call the Client at the phone number confirmed in the previous step (Notice of Briefing Interview Appointment). The staff will review a summary of the application information (sent to the client on the Applicant Information Sheet) to confirm that the listed information is true, complete, and up to date. The Client will have an opportunity to ask any questions that they might have from the briefing presentation and will be informed of the next steps in the process.
If there are still any missing documents or if new information about the household and their income was presented during the interview, the documents are requested from the applicant with a Request for Additional Information (AI) notice.
Applicants are required to sign and return the Briefing Certification form.
5. HPD determines Client’s eligibility (timeframe: up to 15 business days). Once all documents are received the final eligibility determination is completed.
6. HPD emails an unexecuted Voucher to Client and Caseworker.
7. Client signs Voucher and must send it back to HPD to countersign.
8. HPD sends fully signed Voucher back to Client and Caseworker, along with Rental Package and apartment listings by email.
4. Housing Search
View the Housing Search training video.
1. Client begins housing search and is offered housing navigation services. The person providing housing navigation services is called a Housing Navigator, and for many Clients, the Navigator will be an employee of a community-based organization (CBO) contracted by the city to do this work. For some, the Navigator may be the Client’s existing Caseworker or a City staff person.
Beginning in January/February: For Clients who will work with a contracted CBO Navigator, HPD matches Clients with Navigators primarily based on location (proximity of the shelter to Navigator organization and/or where the Client would like to live), language, and Client’s accessibility needs if applicable. The Navigator will initiate contact with the Client, help Clients identify and prepare for apartment viewings, and offer regular check-ins and support for a successful housing search and lease-up process.
2. Housing Navigator assists Clients with their housing search. Navigators have two key goals:
3. Housing Navigator ensures that they have access to the HOME system and that their Client has a profile in the system. If the Client does not have a profile in the system, contact Referring City Agency to get them on the list to be provisioned.
4. Housing Navigator ensures that they have access to the EHV Case Tracker and that they have been added to the Client’s Case Team in the system.
Each Navigator completes HPD’s Housing Navigator training and agrees to comply with data security standards; after that, HPD/DoITT create an account for each HPD-contracted Housing Navigator in the EHV Case Tracker. This allows HPD to assign Clients to them. Cases that require assignment to a contracted Housing Navigator through HPD are added to the case team module in the EHV Case Tracker by HPD’s designated Housing Navigator Coordinator. Once a Housing Navigator is added to the case team, they will receive a push notification in the Tracker and an email informing them of the new Client.
5. Housing Navigator completes Questionnaires 3 and 4 (timeframe: approximately 20 minutes) with the Client in the EHV Case Tracker at initial meeting to kick-off their housing search, to better understand the Client’s housing needs and preferences.
6. Housing Navigator searches HOME, keeping in mind Client’s housing needs and preferences, for any potential good-fit units for their Client, discusses those with them, and helps them register for viewings.
To access HOME, Caseworkers and Housing Navigators can sign up using this form. Note: the “EHV Client Specialist” role does not have the ability to access apartment viewings in HOME. HOME access will be provisioned by DHS. New users will receive their credentials and a link to a HOME training module. Since this is an e-training module, new users can take the training multiple times and should have open access once provisioned. PEU will conduct HOME office hours every other Tuesday. Coming to these offices hours with support questions is encouraged.
The Rent Calculation Quick Guide & Calculator provides a quick reference on various factors that impact rent calculations at HPD and NYCHA. The guide is designed to help you understand whether an applicant can afford a unit they are considering during their housing search. Attached to the Rent Calculation Quick Guide is a Rent Calculator tool that allows you to make the calculations automatically. For more information, please view the EHV Rent Calculation Quide Guide & Calculator.
7. Housing Navigator attends viewings with Clients whenever possible. This is not required if Navigator does not have capacity or if the Client does not want the Navigator to accompany them.
8. Client applies for desired unit through Broker/Landlord, with support from Housing Navigator. If accepted, Client and Navigator provide Landlord with Rental Package to complete as soon as possible. Navigator and PEU assist with the EHV Grant Package (security deposit, broker fee, and moving costs) through HRA or HPD/NYCHA, as appropriate. If denied, Client and Navigator continue searching.
5a. Rental Package and Lease Up: NYCHA
The Rental Package and Lease Up process is different for NYCHA and HPD. Section 8a (immediately below) covers the NYCHA process and Section 8b (the following section) covers the HPD process.
1. Landlord submits Rental Package through the NYCHA Owner Extranet. For more information, see the NYCHA Locating the Voucher, PIN Letter, and Approving the Online Rental Packet and NYCHA Owner Extranet Online Rental Packet Submission: Step by Step Instructions.
2. NYCHA reviews Rental Package (timeframe: 5 business days).
3. If necessary, NYCHA contacts Landlord for Additional Information. NYCHA works with Landlord to address any issues (missing documents, no signature, rent reasonableness). If issues can’t be resolved, the rental package is rejected and Client has the remaining time on their voucher to continue their housing search. If the voucher is expired, NYCHA will issue a 60-day extension to allow the Client to continue their housing search.
5. NYCHA notifies the Landlord of the inspection results.
Notice sent to Landlord for both life-threatening (LT) and non-life threatening HQS violations.
If the unit fails the HQS inspection for only non-life-threatening violations (NLT), NYCHA notifies Client and provides Client with the NLT waiver form. Client can choose to waive those violations and proceed with the rental.
The Landlord has 30 days to correct the NLT violations.
If the unit fails for LT or LT and NLT violations, the landlord must make the necessary repairs as soon as possible and notify NYCHA by calling the Customer Contact Center when unit can be re-inspected.
6. NYCHA sends conditional move-in letter to Client and Caseworker by email (timeframe: 5 business days). Clients can use this conditional move-in letter to apply for financial assistance (broker fee, security voucher) through HRA.
7. NYCHA emails HAP Contract to Landlord.
8. Landlord executes HAP Contract and signs lease with Client. Lease must have the same start and end dates as the HAP contract.
9. Landlord returns signed lease and HAP Contract to NYCHA (timeframe: to be returned within 15 days. Void after 60).
10. NYCHA issues HAP Approval Letter by email to Client and Caseworker and issues a copy of the fully executed HAP contract to the Landlord.
11. Client moves in.
12. NYCHA pays first subsidy portion. This occurs the first of the month following the execution of the HAP contract. NYCHA will pay the Landlord based on the commencement date of the HAP contract.
13. NYCHA makes ongoing payments.
5b. Rental Package and Lease Up: HPD
The Rental Package and Lease Up process is different for NYCHA and HPD. Section 8a (immediately above) covers the NYCHA process and Section 8b (immediately below) covers the HPD process.
1. Landlord submits Rental Package and submits through HPD's Division of Tenant Resources (DTR) Portal or email. Please visit the DTR Portal to learn more.
2. HPD reviews Rental Package (timeframe: 5 business days).
3. If necessary, HPD sends Request for Additional Information (AI) notice (timeframe: 15 days for response). HPD works with Landlord to address any issues (missing documents, no signature, rent reasonableness, vendor registration). If issues can’t be resolved within 30 days, rental package is denied and time is added back to Client’s Voucher to continue searching. If issues are resolved after 30 days, the Landlord and Client can re-submit/resume the process for the same unit.
If Client is eligible for HPD paid broker fee and owner fee, those forms should be completed and returned with the Rental Package for processing.
4. When the Package is determined complete, the HQS inspection is requested or HQS owner-certification result is recorded.
For Rental Packages processed before 12/31/21: HPD schedules an HQS Inspection only if a child under the age of 6 is in the household (If no child under 6, Landlord self-certifies there are no life-threatening (LT) conditions in Rental Package) or if there are serious Code Enforcement violations.
As of January 1, 2022 all EHV units will be required to pass an HQS inspection.
Code Enforcement schedulers contact Landlord by phone to schedule the HQS inspection (timeframe: up to 5 business days). Access must be provided on the scheduled date to the assisted unit, the building common areas, and building systems. For more information, see the HQS Guide and HQS Video Guide.
HPD Code Enforcement contacts Landlord by phone to notify if unit fails HQS Inspection. Landlord notifies HPD when conditions are corrected and unit can be re-inspected.
5. After the HQS pass result is available, HPD sends conditional move-in letter to Client and Caseworker by email and Client by mail (timeframe: 5 business days). Clients can use this conditional move-in letter to apply for financial assistance (broker fee, security voucher) through HRA.
If the Client has been determined eligible for PHA-paid EHV broker and owner fees, those forms should have been included in the Rental Package. Payments will be processed upon completion of the Lease Up with assistance.
6. HPD emails HAP Contract to Landlord (timeframe: 5 business days).
7. Landlord executes HAP Contract and signs lease with Client.
8. Landlord returns signed lease and HAP Contract to HPD (timeframe: to be returned within 15 days. Void after 60).
9. Client moves in as of the effective date of the lease and HAP Contract. Client pays first month tenant share to the Landlord as stipulated in the lease. Tenant share should be pro-rated if moving in mid-month.
10. HPD issues the fully signed HAP contract and Rent Breakdown Letter to Client and Landlord.
11. HPD pays first subsidy portion. There are 2 payment checks runs per month. At the end of the month for the next monthly HAP and adjustments mid-month. Payments will be processed at the same time that the HAP and Rent Breakdown letter are issued but will be released to the owner in the next check run cycle after that date. Landlords will usually receive retroactive payments for the first month in their first payment received.
If Client is receiving HPD paid assistance for broker and owner fees, these payments will be processed at the same time as the HAP payments.
12. HPD conducts an annual HQS inspection within 3 months of Client move-in.
13. HPD makes ongoing payments.
Please note: Please visit nyc.gov/ehv to access training and reference documents and additional resources.