WASHINGTON — Dozens of people waited for hours in the cold on Thursday as the District opened appointments for its Emergency Rental Assistance Program (ERAP) , with many residents saying the new process was confusing and difficult to navigate.

This year, ERAP applicants cannot apply or schedule appointments online. Instead, they must call a designated phone line or show up in person at the Virginia Williams Family Resource Center in Northeast.

Several residents told WUSA9 they waited up to an hour in an online queue, only to learn which documents to bring for an in-person appointment.

When they arrived, the line wrapped down New York Avenue, stretching for blocks.

“It just seems like it wasn’t thought out,” said Patrice Davis, who woke up early hoping to secure an appointment. “My nu

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