This position report to the Senior Advisor to the Chief Operating Officer (COO), an integral member of NYCHA’s executive team. The COO serves as NYCHA’s principal administrator, overseeing a range of activities, including the operation of the Authority’s development, safety initiatives, community engagement and partnerships, and tenancy administration. NYCHA aims to foster stronger landlord-resident relations by hiring resident complaint specialists to help improve customer service. Each liaison serves residents by supporting and resolving a variety of issues.
This position entails providing residents with information and status updates related to issues they may be experiencing and have not been resolved through regular communication channels (CCC, property management staff, etc.). The selected candidate will be responsible for planning, developing, coordinating and/or administering solutions which promote effective resident relations and responsive to problems within the Authority.
Under general direction, with latitude for independent initiative and judgment, this position requires excellent judgement and problem-solving skills in order to handle varying initiatives and to engage with residents and other stakeholders.
Responsibilities include, but are not limited to the following:
• Act as a liaison between residents within assigned borough.
• Work closely with NYCHA staff to ensure timely completion and/or resolution to problems raised.
• Evaluate information in the TSAP and Siebel systems, including creation of queries and reports through various programs.
• Liaise with NYCHA’s Application and Tenancy Administration Department to process and resolve emergency and nonemergency transfers, as well as VAWA related cases.
• Assist with online self-service portal inquiries.
• Coordinate with property management and other operations staff.
• Prepare responses for correspondence to the Chief Operating Officer.
• Maintain both quantitative and qualitative data documenting communication with residents.
• Manage special projects as requested.
• Review and analyze departmental operations and service delivery; make recommendations for enhancements and improved effectiveness.
• Represent the COO in meetings and on committees.
• Aid in strategic planning, guidance, oversight, and tracking for various operations initiatives.
• Communicate with elected official staff, sponsors and/or resident leadership; address requests and resolve issues or concerns.
• Coordinate work with other functions being performed within the agency; or direct a major activity or program of the agency in which a number of diverse or complex functions must be integrated.
• Research issues and collect and analyze data to prepare reports, documents, and presentations. Prepare briefings; including the effects on existing policies, business practices, and recommend solutions directed towards developing new programs and more effective agency policies/procedures.
• Communicate with and respond to information requests from internal and external stakeholders, including but not limited to, the Performance Management & Analytics, Department of Communications, Office of the Inspector General, U.S. Department of Housing and Urban Development, and City Hall.
• Perform other related duties.
Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.
Minimum Qual Requirements
1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to “1” or “2” above. However, all candidates must have at least one year of experience as described in “1” above.
Preferred Skills
1. Problem Solver: Exercises independent judgement and applies analytical skills to address complex problems. Anticipates potential roadblocks and conflicts, helps to avoid them, addresses them, plans for contingencies; knows when to flag issues for escalation.
2. Effective Communicator: Knows their audience, manages relationships, balances competing priorities.
3. Self-starter: Possesses interest and ability in learning new business processes and regulations; has prior experience with ambiguous, challenging projects.
4. Data Driven: Experience with manipulating data in Excel, Smartsheet, and/or other similar database tools. Ability to manage, blend, analyze, and report on quantitative data from multiple sources.
5. Detail-oriented: Reviews every comma, every equation, every anecdote, and every idea, so that every piece of work stands on a strong foundation.
6. Discrete: Acts and speaks with discretion, acknowledges that much of the work we do is sensitive and must respect many kinds of stakeholders; balances caution and conservatism with values of transparency.
Additional Information
1. NYCHA employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
2. NYCHA residents are encouraged to apply.
To Apply
Click the “Apply Now” button.
Public Svc Loan Forgiveness
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at StudentAid.gov/PSLF .
Residency Requirement
NYCHA has no residency requirements.
POSTING DATE
08/01/2023
POST UNTIL
08/11/2023
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual’s sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.