AI call center for housing authorities
Answer every call. Move every case forward.
PHC is an AI voice agent that handles frontdesk calls and complex workflows — verifying callers, sending secure one-time upload links, and writing updates back to your system of record.
- Coverage
- 24/7
- Median call
- <60s
- FTE leverage
- 6×
Caller
Maria Lopez
HCV participant · Annual recertification due Apr 30
Agent activity
- 09:42Verified caller via DOB + SSN(4)
- 09:42Sent secure upload link · SMS · expires 72h
- 09:43Writeback to system of record · status: packet requested
Call duration 58s
View caseWorks with your existing stack
- Housing ERPs
- Phone systems
- HUD systems
- SMS & email
- SSO & identity
The problem
The phone is the bottleneck.
Most housing authorities don't have a policy problem. They have a capacity problem. Intake, recerts, inspections, and landlord onboarding all start with a phone call — and stall the moment staff can't pick up.
- 60%
- of calls are routine status checks or FAQs
- 14 min
- median hold time during recert season
- 3–5 days
- average time to respond to voicemails
Call volume you can't staff up for
Residents, applicants, and landlords call all day. Hold queues grow, drop-off rises, and staff can't get back to casework.
Voicemail and portal backlog
Callbacks stack up across voicemail, email, and portal messages, with no single system tracking the obligation.
Documents chased by phone tag
Recerts, HAP packets, and landlord paperwork stall because links get lost, formats are wrong, or uploads fail.
Turnover resets tribal knowledge
New frontdesk staff relearn the same policies and scripts. Quality drops and callers repeat themselves every time.
The product
A voice agent purpose-built for housing authorities.
PHC combines a voice-first AI with a policy engine trained on HUD workflows. It sounds like your best caseworker on day 500 — calm, accurate, and already up to speed on the caller's file.
Frontdesk answers, 24/7
Handles routine calls instantly — waitlist status, office hours, payment confirmations, inspection windows, recert deadlines.
Complex workflows end-to-end
Triggers and closes multi-step workflows — recertifications, inspections, landlord onboarding, ports, repair requests.
Secure one-time upload links
Sends tokenized, expiring upload links by SMS or email. No account creation. Attached to the correct case on receipt.
Warm escalation to staff
When a caller needs a human, the agent hands off with the full transcript, verified identity, and workflow state attached.
Audit-ready by default
Every interaction is recorded, transcribed, redacted, and logged. Exportable evidence packets for SEMAP, HOTMA, NSPIRE.
Multilingual and accessible
40+ languages with natural voice. Plain-language explanations of policy. TTY, relay service, and callback support.
Anatomy of a call
Four steps, every time.
01
Caller dials in
Agent answers on the first ring, greets by name when known, and verifies identity securely.
02
Intent detected
Classifies the call — FAQ, workflow, or escalation — and loads case context from your system of record.
03
Workflow executed
Answers the question, sends a secure upload link, schedules an inspection, or opens a ticket — in-call.
04
Writeback and audit
Updates the system of record, attaches documents, logs the transcript, and notifies staff only when needed.
Workflows
Not a script. A library of housing workflows.
PHC ships with production-ready flows for residents, applicants, landlords, and operations teams. Each one verifies the caller, progresses the case, writes to your system of record, and keeps staff in the loop.
Resident
Annual recertification
Guides participants through income, household, and asset updates. Sends the secure upload link in-call.
Resident
Interim recertification
Handles income-change and family-composition triage with the right packet for the right reason.
Resident
Repair and work orders
Intakes repair requests with guided triage and habitability checks. Photo-upload link included.
Resident
Move-in / move-out
Keeps transitions clean — inspections, utilities, prorations, lease starts and close-outs.
Landlord
HQS / NSPIRE scheduling
Calls owners to schedule, reschedule, and remind with route-aware inspector availability.
Landlord
Landlord onboarding
Collects W-9, direct deposit, EIN, and HAP contract e-signature. Verified before payment.
Landlord
Payment and HAP inquiries
Explains deposit dates, prorations, and abatements using live system data.
Applicant
Waitlist status and briefings
Answers position questions accurately and confirms briefing attendance at any hour.
Applicant
RFTA submission
Walks applicants and owners through Request for Tenancy Approval, end to end.
Operations
Port-in / port-out
Coordinates portability between jurisdictions without the fax-and-wait cycle.
Operations
Missed appointment rescue
Outbound callbacks that recover missed inspections, briefings, and recert appointments.
Custom workflows for your agency? We build and review them with your operations team during onboarding.
Integrations
Works with your phone system and your system of record.
PHC runs as your system of engagement. It listens on your existing lines, reads and writes to your ERP, and respects your policy boundaries. No rip-and-replace.
Keep your phone number
PHC deploys on top of your existing PBX or SIP trunk. Callers see the same number they always have.
Works with any major PBX, SIP trunk, or cloud telephony
System-of-record safe
Bi-directional sync with your housing ERP preserves your architecture. No parallel database, no migration.
Any housing ERP or custom system of record
HUD systems aligned
Workflows are designed around HUD data flows so state lines up cleanly for audits and reporting.
PIC/IMS · EIV · HUDCAPS · SEMAP
Live in weeks, not quarters
Read-only pilot in two weeks. Full workflow coverage typically in 4–6 weeks. No rip-and-replace.
Typical go-live: 30 days
Architecture
System of record
Housing ERP
PIC · EIV · IMS
HUD systems
PBX · SIP · Cloud
Telephony
PHC
Voice and workflow agent
Verifies callers · Executes workflows · Writes back with audit trail
Phone
SMS
Web chat
Residents · Applicants · Landlords
Implementation profile
- Typical go-live
- 30 days
- Data migration
- Not required
- IT burden
- Low lift
- Deployment
- Overlay architecture
Security and compliance
Built for public-sector accountability.
Security and compliance are embedded in the workflow model, not bolted on later. PHC is designed for agencies that cannot compromise on policy, privacy, or auditability.
Security governance
Independent control audits and continuous monitoring keep infrastructure and process controls production-ready.
- SOC 2 Type II control framework
- AES-256 encryption in transit and at rest
- Incident response and breach playbooks
TCPA-compliant outreach
Every outbound call, SMS, and upload link respects consent, quiet hours, and opt-out obligations.
- Consent capture and verification on file
- Quiet-hour enforcement by caller time zone
- Single-tap opt-out and do-not-contact lists
HUD-aligned workflows
Policy logic and workflow design map to HUD requirements so operations stay compliant by default.
- HOTMA-aware recertification calculations
- NSPIRE process support across inspections
- SEMAP-oriented operational tracking
Call recording and audit trail
Every call recorded, transcribed, redacted, and logged with exportable evidence packets for auditors.
- Automatic PII redaction in transcripts
- Immutable per-case event log
- Jurisdictional recording disclosure handled
Data protection
Role-based controls and least-privilege access keep sensitive case data visible only to the right staff.
- Role-based access by team function
- SSO and MFA with your identity provider
- Customer PII never used for model training
Reliable by design
Multi-region infrastructure with graceful fallback to human queues if any component degrades.
- 99.95% uptime target for voice
- Graceful fallback to on-call staff
- Continuous third-party penetration testing
Aligned with
SOC 2 Type IITCPAHOTMANSPIRESEMAPPIC/IMSNIST 800-53WCAG 2.2 AAGet started
See PHC answer your calls on your workflows.
A 30-minute demo on your policies, your jurisdictions, and your systems of record. We'll show a live call, walk the integration plan, and leave you with a 60-day rollout map.
- No commitment required
- Live call on your workflows
- 60-day rollout plan included