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NYCHA Work Order Reform: An Update
Improving Service For Residents
NYCHA’s Work Order Reform roll-out was completed citywide in October 2022. It changed the way NYCHA creates and schedules skilled trades work orders to provide improved customer service for residents. It focuses on:
- Communication: NYCHA provides residents with Form 042.800, Repairs to Schedule Slip, to let them know which repairs appointments they need to schedule with their neighborhood planner.
- Customer service: Some residents reported they have formed good relationships with the neighborhood planners for their development, who serve as a friendly and familiar resource to help address residents’ concerns and needs regarding repairs.
- Increasing capacity to address skilled trades repairs: To better serve residents, NYCHA hired more than 450 additional skilled trades staff to effectively create and schedule skilled trades work.
- Creating a resident-focused scheduling system: Residents can schedule appointments on days that work best for them and re-schedule appointments if needed. This helps work get done sooner.
Ways to Improve Compliance with Work Order Reform
Work Order Reform is still new! Here are some tips for making the most of it:
Maintenance Workers Create All Child Work Orders in Initial Maintenance Visit
All maintenance workers should create all required child work orders needed for the repair in the initial maintenance visit to an apartment. You can create, view created child work orders, and relate existing work orders to the maintenance work order on the handheld. If a child work order for asbestos testing is needed as part of the repair, ask your supervisor to create the work order in Maximo. Creating all the work orders in the initial visit makes sure that repairs don’t get lost along the way during the process.
Review Resident Photos in iWM
Residents can upload photos of the conditions they need repaired through the MyNYCHA app. These photos are viewable in iWM under the “PHOTO RESIDENT” document folder. Use these photos before, during, or after the apartment visit to quickly identify the issues the resident reported.
Providing the Repairs to Schedule Slip
Maintenance workers must fill out the Repairs to Schedule Slip after a maintenance visit (Form 042.800; shown at right), attach a photo of the slip to the work order, and provide the slip to residents. Maintenance workers add the parent CM work order number to the slip and check all required skilled trades that need to be scheduled to complete the repair. Residents use the information on the slip to schedule their skilled trades work orders with their neighborhood planner. The slip is available in English, Spanish, Russian, and Simplified and Traditional Chinese. Property management office supervisors must make sure their property management office has enough slips at all times.
For More Information About Work Order Reform
Interim guidances, fact sheets, and presentations with additional information about Work Order Reform are available on the Work Order Reform page on NYCHA Connect. The interim guidance posted on NYCHA Connect, along with NYCHA Standard Procedure 040:09:7, Managing Maintenance Work Orders, are critical documents to understand what is expected of all NYCHA staff involved in scheduling and performing repairs. The interim guidance describes NYCHA’s expectations for its skilled trades deputy directors, administrators, supervisors, and employees; property maintenance supervisors; neighborhood planners; and others. Among other items, both documents describe:
- How staff at the borough, neighborhood, and development levels should be communicating the schedule and daily work assignments with each other on a regular basis;
- How staff should conduct a regular review of inventories to make sure adequate materials are ordered so scheduled work can be completed;
- How to properly document when work cannot be completed because a resident is not home or other circumstances that prevent the skilled tradesperson from doing the work;
- When scheduled work in a unit cannot get done , what staff and supervisors should do to ensure additional work assignments are provided quickly and staff is not failing to be productive during work hours;
- How to use the handheld to log time properly.
This month, the Compliance Department launched its Skilled Trades Monitoring program, which reviews whether staff is following these important protocols so repairs in apartments get completed. Compliance will continue to monitor whether staff is complying with the guidance and procedural documents for this critical initiative.
Conclusion
The Compliance Department will continue working with our colleagues to ensure that NYCHA is a safe and healthy place for our residents, staff, and vendors. If you have any concerns or complaints, or if you see anyone engaging in a deceptive practice, you can make a confidential and anonymous report by calling the Customer Contact Center at (718) 707-7771 (select menu option 7) or by visiting the Compliance Department section of NYCHA’s website. Complaints can also be reported to any other federal, state, or local government agency. Remember, the Compliance Department is here to help.
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New York, NY 10007
