NYCHA Now

NYCHANow chronicles the hard work of the men and women who make the New York City Housing Authority run, reporting the latest news and happenings.

NYCHA Now
DOC’s Senior Manager for Events and Communications Services Millie Molina (right) outlines NYCHA’s language assistance services policy at a Bronx Property Management Department meeting as part of agencywide training.
March 2017 

Language Services Unit Provides Crucial Customer Assistance

Jacqueline Broner
DOC’s Senior Manager for Events and Communications Services Millie Molina (right) outlines NYCHA’s language assistance services policy at a Bronx Property Management Department meeting as part of agencywide training.
DOC’s Senior Manager for Events and Communications Services Millie Molina (right) outlines NYCHA’s language assistance services policy at a Bronx Property Management Department meeting as part of agencywide training.

Good communication is the foundation for all our work with customers, including those who are hearing impaired or have limited English proficiency (LEP). As NYCHA employees, we are responsible for ensuring that all residents, applicants, and Section 8 voucher holders are able to fully participate in all of the Authority’s programs and activities.

NYCHA’s  Language Services Unit (LSU), in the Department of Communications, is your primary resource for accessing language assistance services for our customers. LSU provided a mandatory training for all staff on our language access policy at the end of last year, covering the procedures and resources available to help you assist LEP and hearing-impaired individuals.

Some important highlights from the training:

  • Language Identification Cards: If you work in a management office, satellite walk-in center, or other field location, you may encounter a customer whose language you can’t identify. LSU has distributed a Language Identification Card  to field locations; staff can provide this card to customers to enable them to indicate which language they speak. You can also access the I.D. card by typing “Language Identification Card” in the search field on the  Forms and Reference Library.
  • Rely on co-workers if possible: If you receive a walk-in or phone call from an LEP customer whose language you can identify, you should seek assistance from a bilingual co-worker who can act as an interpreter. If no bilingual staff person is available, call the LSU at 212-306-4443 for assistance or to schedule an appointment. • Translations: If you need assistance to translate a vital document that informs residents about their rights, charges, or obligations, please email a Translation Request form # 036.017 to the Language Services mailbox.
  • Interpreter Services: You can arrange for an interpreter by calling the LSU at 212- 306-4443 or by completing an Interpretation Request #036.017 form on the Forms and Reference Library, found under the “Resources” tab on Connect.
  • Hearing-Impaired Customers: To assist a customer who is hearing impaired, you can arrange for an American Sign Language (ASL) interpreter or Certified Deaf Interpreter (CDI) by filling out and submitting a Request for Sign Language Interpretation form #036.020 to the  Language Services mailbox. “LSU is here to support every employee,” said Senior Manager for Events and Communications Services Millie Molina. “We want you to have the tools you need to ensure that every customer.”