An Interview with OPMOM Asset Manager James Artis

James Artis was a property maintenance supervisor at Gompers Houses before his promotion to asset manager in the Optimal Property Management Operating Model (OPMOM) pilot. Asset managers work collaboratively with OPMOM property managers (PMs), offering a broad range of administrative, management and technical support, and sharing best practices based on resources in their geographic area.

One of three asset managers, Mr. Artis works with PMs in the Bronx at Melbrook, Melrose, Mott Haven, Mitchell and Paterson Houses. Here is some of what he had to say.

What’s it like adjusting to your new position?

Learning the five developments in my area was my first challenge. Also, I have to remember not to be hands on anymore. The OPMOM model requires me to act like a coach but the property managers make their own decisions.

What kinds of issues have the PMs raised?

In our weekly meetings, we’ve discussed issues like multiple requests for reports, scheduling skilled trades work, and coordinating repair work with Resident Engagement.

Have you made changes?

Yes. I decided to sign off directly, instead of the borough, on some administrative forms like personal leaves and tenancy actions and to route other reports more efficiently to eliminate multiple requests. Reducing paperwork for PMs means more time for customer service.

I’ve also encouraged PMs to work more closely with the Planning Unit to schedule work at one apartment sequentially—for example, first a plumber to fix a leak, then plasterers, carpenters, and painters. And we spoke about working closely with Resident Engagement staff to communicate more effectively with residents to ensure that they are home for scheduled repair calls.

Working like this improves customer service and also helps NYCHA operate more efficiently, so it’s a win-win.

What’s the PMs response so far to OPMOM?

I think they’re liking it because as soon as issues come up, we can brainstorm together to find solutions.

And how do you feel about OPMOM so far?

I’ve always wanted to empower my staff because I feel that the decisions they make will be the best ones for their locations. I want to build an atmosphere conducive to team work, and I feel that we are all making good progress.

I began at NYCHA 20 years ago as a Work Experience Program participant and having an opportunity like this reaffirms my belief that hard work and determination equals success.