A Surprise Award for Stellar Service
June 20 was a typical day at work for Anita McDougald, a Referral Associate in NYCHA’s Office of Resident Economic Empowerment and Sustainability (REES). Her regular duties include speaking with residents who call the REES hotline seeking more information about available services and job opportunities, as well as greeting residents who come to the REES office in person.
On that day, Mir Silvy came to the REES front desk seeking employment assistance. She informed Ms. McDougald that she speaks Bengali. Ms. McDougald promptly called NYCHA’s Language Services Unit hotline to connect her with a Bengali interpreter. Through the interpreter, Ms. McDougald encouraged Ms. Silvy to attend a REES information session, where she would learn about REES services and get connected with training or employment opportunities. Ms. McDougald also informed her that interpretation services would be available at the info session as well.
It turns out that Ms. Silvy was actually a representative of the Mayor’s Office of Operations – she pretended to need assistance as part of a Language Access Secret Shopper program that assesses the quality of services provided by City agencies.
Because of the excellent customer service she provided to Ms. Silvy, Ms. McDougald was surprised at her office on August 15 with a customer service certificate signed by Mayor Bill de Blasio.
About being selected for the award, Ms. McDougald said: “I was totally shocked and surprised. I was just doing my job as I always do. I try to give my all working with NYCHA residents to achieve the best results.”
“Ms. McDougald provides outstanding customer service in person and over the phone,” said her supervisor, Amanda Moore, Manager of Intake and Outreach at REES. “I witness her interaction with residents as she provides support and encouragement. She is able to briefly assess their interests and connect them to opportunities. It is a pleasure to work with Ms. McDougald, as her dedication to NYCHA residents is not only her priority but also her passion.”
Ms. McDougald has been a NYCHA employee for over 24 years. For the past several years, she has also served as her department’s Language Liaison, helping to improve language services at the Authority. She noted: “Communication is so important and everyone has the right to be heard as well as to be understood. Language services play a vital role in NYCHA, enabling the best services for better outcomes for our residents.”
