In September 2024, AMA Consulting Group partnered with the Housing Authority City of Linden (HACL) to revitalize their Housing Choice Voucher (HCV) program. From recertifications and Housing Assistance Payments (HAP) to improving voucher utilization, our expert team worked alongside HACL staff to modernize operations, boost community engagement, and lay the groundwork for a high-performing, community-focused HCV program. 

Below, we’ll share how AMA’s HCV program management strategies yielded significant results within the first 90 days—and how they set HACL on a path to long-term success. 

A Fresh Start: Assessing HACL’s HCV Program

Our engagement began with a comprehensive operational assessment, pinpointing immediate challenges and outlining a tailored Stabilization Initiative. This process included: 

• Process & Procedures Mapping: We evaluated eligibility workflows, payment systems, and recertification processes. 
• Staffing Review: We assessed whether resources were properly allocated and if staff were in the right roles to meet crucial deadlines. 
• Policy Adherence: AMA audited existing operations against HUD compliance requirements, identifying potential audit risks.  

Key Insights from the Operational Assessment 

1. Voucher Underutilization: HACL’s voucher utilization rate was at 84%, far below the 98% target that helps avoid HUD scrutiny and funding reductions. 

2. Staffing Misalignments: Roles and responsibilities needed realignment to improve accountability and keep pace with regulatory demands. 

3. Landlord Engagement Deficit: A lack of consistent communication and outreach limited the pool of participating landlords, making lease-up goals harder to achieve. 

4. Compliance & Audit Risks: Inconsistent reporting put the agency at risk during HUD audits. 

With these insights, AMA launched a Stabilization Initiative designed to tackle foundational issues, eliminate process inefficiencies, and accelerate program modernization. 

Key Milestones in the First 90 Days 

1. Modernizing Systems & Processes 

Moving away from manual, paper-based workflows was crucial to improve HCV program management. We laid out a roadmap for full digital conversion by 2025, including: 

• Tech Training: Staff were trained on new housing software to manage a secure, user-friendly online portal. 

• Record Digitization: Historical documents were scanned and integrated into a central database for faster retrieval. 

• EFT Adoption: HAP payments migrated from paper checks to Electronic Funds Transfer (EFT), reducing fraud risk and payment delays. 

2. Boosting Tenant & Landlord Engagement 

HACL’s low voucher utilization (84%) threatened future funding and the ability to serve more families. To reverse this: 

• Contact Updates: We verified and updated tenant and landlord contact details for seamless communication. 

• Landlord Outreach: 
  • Hosted the first-ever “Landlord Lunch and Learn” in November 2024, attracting 30+ local property owners. 
  • Rolled out a dedicated landlord email for feedback and support. 

• Video Tenant Briefings: Streamlined orientation for new participants—including those with disabilities or transportation barriers—by creating video briefings to clarify HCV processes. 

Through these efforts, utilization began to climb, ensuring more families could access safe, affordable housing. 

3. Enhancing Customer Service & Call Center Operations 

Upon AMA’s arrival, long wait times and a six-month communication backlog undermined public trust. In our first 90 days: 

• 2,500+ Calls Handled: We established a dedicated call center that cut average wait times to just over two minutes. 

• Tenant-Specific Email: Introduced a single email address for tenant inquiries, boosting response times and transparency. 

• Positive Perception: With better support, both tenants and landlords reported higher satisfaction and increased program confidence. 

4. Streamlining HCV Processing & Recertifications 

Effective HCV program management hinges on timely recertifications and accurate waiting list processes. AMA’s expert processing team achieved: 

• Clearing Recertification Backlogs: We caught up on overdue annual recertifications and progressed ahead of schedule through April 2025. 

• Waiting List Overhaul: 
  • Completed eligibility checks for the 2022 waitlist. 
  • Closed the outdated list and prepared to open a new list in the first part of 2025 to serve fresh applicants. 

By resolving these bottlenecks, HACL laid a foundation for improved voucher utilization and more timely service to those in need. 

Navigating Unexpected Challenges 

AMA places a high value on adaptability. When the scope required an on-site Project Manager—and the perfect candidate wasn’t available immediately—our team stepped up: 

• All Hands on Deck: We traveled as needed to ensure seamless oversight. 

• Interim Leadership: We appointed a qualified AMA member to serve as an interim Project Manager, maintaining momentum until the right permanent hire was secured. 

This flexibility demonstrated AMA’s commitment to meeting—and exceeding—our client’s goals, regardless of obstacles.

Looking Ahead: A Vision for Continued Success 

The early wins at HACL are just the beginning. In partnership with AMA Consulting Group, the Housing Authority City of Linden is now on track to: 

• Open a new HCV waiting list early 2025 

• Achieve (or surpass) 98% voucher utilization, enabling 70+ additional families to receive vouchers 

• Launch online portals for both landlords and tenants 

• Host another landlord outreach event 

• Enhance overall compliance and audit readiness through consistent, data-driven processes

As the program continues to evolve, these strides in modernization, stakeholder engagement, and operational efficiency promise a stronger, more resilient housing community in Linden, NJ. 

About AMA Consulting Group 

At AMA Consulting Group, we don’t just manage programs—we elevate them. Recognized as a 3x Inc. 5000 Awardee for our expertise in government services and our nationally acclaimed work with Emergency Rental Assistance (ERA) programs, we’re committed to creating a better way to advance people and performance. Our innovative solutions empower Public Housing Authorities and government agencies to optimize operations, enhance stakeholder satisfaction, and drive measurable success. 

Whether it’s compliance, HCV program management, or customer service transformation, AMA delivers excellence in every solution and results with every step. 

Ready to take your HCV program to the next level? Book a call with our team and follow us for the latest insights on housing program management and operational excellence. Together, let’s build stronger communities—one initiative at a time.