Checking in With Each Other
NYCHA’s Community Engagement & Partnerships Staff Make 100,000 COVID-19 Wellness Calls
The dedicated and hardworking staff from NYCHA’s Community Engagement & Partnerships Department have made over 100,000 “wellness check” phone calls during the COVID-19 pandemic to date, resulting in nearly 60,000 personal conversations with our most vulnerable residents, including seniors, to make sure that they understand how they can stay safe; identify if they have any special needs at this time; and connect them to vital resources from our partners. Here are some examples of how these calls have been helpful for residents during this difficult time:
Barbara Rodriguez, the Queens/Staten Island Family Partnerships Department (FPD) Elderly Safe at Home consultant, was conducting COVID-19 wellness check phone calls to Bland Houses residents. A frail, elderly resident informed Ms. Rodriguez that she had been diagnosed with COVID-19. The resident also stated that she did not have any toilet paper and did not want to tell any of her family that, because she was afraid that they would contract COVID-19 if they came to bring her some. Ms. Rodriguez offered to drop off toilet paper for her. She told the resident that she would call her back, and then Ms. Rodriguez reached out to Laura Riley, her Queens/Staten Island Family Partnerships colleague. Ms. Rodriguez told Ms. Riley about the resident’s situation and her need for toilet paper. Ms. Riley asked Ms. Rodriguez for the resident’s address. Upon seeing the address, Ms. Riley immediately said: “Don’t worry, sister; I got you. You don’t have to take it to her, because she lives a couple of doors down from me. Ms. Rodriguez called the resident back and stayed on the phone with her as Ms. Riley delivered a package of toilet paper to the resident’s door. The resident was in shock as to how quickly Ms. Rodriguez and Ms. Riley had come through for her. As Ms. Rodriguez declared: “It’s all about team effort – unity in one accord. I was in awe over how this all unfolded.”
While preparing to make wellness calls, an FPD staff person received a phone call from a senior with memory issues. The resident said that he would be discharged from the hospital the following day and did not have any support systems (e.g., family, friends, or a home health aide) to assist him. The resident said that he did not have access to his apartment and wanted the FPD staff person to meet him and accompany him to the Property Management Office to help get him a new key. The staff person informed the resident that he would get back to him regarding the home visit, as the department has not been conducting home visits due to COVID-19. The staff person immediately contacted his supervisor and indicated that he wanted to assist the resident to ensure he would be connected to services. The supervisor provided the necessary guidance and protocols needed to conduct the home visit (i.e., regarding PPE for him and for the resident as well). The staff person maintained contact with his supervisor throughout the visit and brought PPE for the resident, just in case he didn’t have any. The home visit was a success! The resident met with Property Management, accompanied by the FPD staff person, and retrieved a new key to the apartment (with everyone wearing the proper PPE). The FPD staff person walked back with the resident to the apartment; however, the key did not work. The FPD staff person reached out to the Property Manager, who returned with a new key. While they were waiting for the new key, the FPD staff person referred the resident for home care services and the GetFoodNYC program. The resident was very appreciative that the FPD staff person stayed with him throughout the process and was very patient.
Because the resident had been called previously, she recognized the staff person’s voice and said: “Thank you so much for calling me, I was hoping I would hear from you again. I so appreciate you taking the time to call me.” The resident said she felt supported and less anxious.
One resident had completed her chemotherapy treatment just before the city was shutting down due to COVID-19. The resident informed the Family Partnerships staff person that she felt supported by the wellness call and happy there was someone whom she could vent to. She was offered referrals/connections though she refused the services. She thanked the staff person and gave her blessings for listening.
A wellness call led to the discovery that a resident had two heart surgeries and was unaware that she was going to have food available for her. The resident contacted the Elderly Safe at Home (ESAH) staff person and expressed her appreciation and extreme satisfaction about the GetFoodNYC meals. She said she was happy people cared.
Many residents appreciated receiving an NYC internet-connected tablet. One La Guardia Houses resident was especially happy when they called their ESAH staff person after receiving one. However, they could not operate the tablet. Not knowing when they would receive training, the ESAH staff person offered to assist the residents in this area. He covered the basics of operating the tablet, conducting a step-by-step tutorial over the phone that covered all of the tablet’s features and functions. The residents were so elated they are now texting and connecting virtually with family and friends. The residents are also connecting (often) with their ESAH staff person!
During a wellness call, the resident’s daughter answered the phone and indicted that she is the primary caregiver for her mother. She proceeded to describe some outstanding issues in the mother’s apartment. The staff person recorded the issues that needed to be addressed and assured her that there would be follow up and that she would re-connect with her to ensure the repairs were being made to her satisfaction. The FPD staff person immediately connected with Property Management. Two days later, the resident contacted the FPD staff person and indicated how appreciative she was about how quickly the situation was handled. She thanked her for following through and asked her to take care of herself during these trying times.
A resident called a staff person on behalf of the household to thank Family Partnerships for all the resources he has received, including food delivery and a internet-connected tablet. He asked to speak with a supervisor to extend his gratitude.
One Brooklyn resident was contacted, as she indicated she needed a tablet, meal delivery, and personal protective equipment (PPE). The staff person confirmed that the resident was eligible for a tablet and put her name on the list. As an authorized enroller for the City’s food delivery program, the staff person also enrolled the resident in a 30-day supply of meals. And the staff person obtained masks for the resident through one of FPD’s partners. Within a few days, the resident received 10 masks in the mail. The resident called and expressed her appreciation for the masks. She had also received the tablet and the meals, which she said she was enjoying, and she thanked the staff person for assisting with her requests.
An elderly Bronx resident who lives by herself and has no family or friends to assist with shopping reported being concerned about running out of food, because she did not have enough for the week. The ESAH team member referred her for meal delivery and she received 3 meals a day for the next 30 days. She also reported that, due to difficulty ambulating, she needed assistance with cleaning her home. The ESAH team member referred her for home care services and she is now receiving services three days a week. The resident was very grateful for the assistance she received.
A Bronx resident contacted the ESAH team member and inquired about meal services. The ESAH staff person was able to sign the resident up for GetFoodNYC, and he is now receiving meals. He expressed his appreciation for the wellness call and said that if it was not for the ESAH team member, he would not have known how to sign up for the meal delivery program.
During wellness calls to an ESAH development, the ESAH staff person contacted a senior who expressed that he was feeling out of breath and had a fever. The team member called 911 and remained on the phone with the resident until EMS arrived and the resident was taken to the ER. During follow up, the ESAH staff person learned that the resident was treated and discharged to his home. The staff person connected the resident to GetFoodNYC, and the resident was happy that he could rely on NYCHA staff.
The resident contacted the ESAH staff person because the fire alarm in her apartment was ringing constantly – she was afraid to get out of bed and the home attendant had left for the day. The Fire Department was contacted and the resident was assured that there was no need to be afraid. The concern was also reported to Property Management. The resident was linked to House Calls for access to a medical professional. The resident subsequently contacted the ESAH staff person to thank her, because she did not know what she would have done in that situation. She also confirmed that she received a tablet.
The ESAH staff person contacted a resident who suffers from anxiety and nervousness as part of weekly check-in. The resident lost her keys and was extremely emotional. The ESAH staff person spoke with her in a supportive manner and calmed her down. Property Management was contacted and the ESAH staff person explained the situation. Property Management immediately changed her apartment lock and mailbox key. The resident was very appreciative and thankful.
During a call with a senior who usually checks in with the ESAH team member on a weekly basis, the senior abruptly said: “I want to thank you for being so caring and understanding. I’ve lived in this community for many years and have had several workers. You are the only one I’ve ever had a relationship with, and I can reach out to you when I am in need. Thank you for being you and loving what you do. I’m grateful.” Their weekly interaction usually involves talk around health, support systems, and any service needs.
During a wellness call to a Bronx senior who lives alone, and whose children are often at work, the ESAH staff person was able to assess that the resident needed home care services. The staff person referred her for home care, and the resident now receives home care 7 days a week for 8 hours a day. The resident’s children are able to fill in the gaps when she does not have a home attendant. The resident and her children appreciated the staff person’s assistance.
During a wellness call, a Bronx resident said she was worried about being evicted because she was unemployed and the lease renewal occurred during a period she was grieving the loss of her son. The ESAH staff person listened to her and walked her through the steps to renew her lease, apply for unemployment, and request a one-shot deal. The staff person also recommended therapeutic services, but the resident said she was not yet ready to speak to a mental health professional. Now, the resident and her mother are in a better place; they are extremely grateful that the ESAH team member was there during their time of need.
During a follow-up, the Social Worker learned that the resident was hospitalized with a terminal illness and given approximately five months’ survival. Despite the prognosis, the resident was in good spirits, had no fear, and indicated having family support. She thanked the Social Worker for the time spent talking with her. She ended the interaction by expressing gratitude for hearing a pleasant voice and thanking NYCHA for checking on her.
A wellness call was made to a resident to see how the household was doing during the pandemic. The resident said that no one has called to check in on her and that she was thankful for the call from the ESAH team member.
A Cypress Hills Houses resident was very thankful that NYCHA was checking in with residents. She said that she did not have any face masks – she did not get any masks when her resident leader was distributing them because she was unable to get to the distribution location (as it was on the other side of the development and she is over 80 years old and uses a walker). The FPD staff person assured her that she would get face masks to her. The staff person followed up and the resident received a pack of face masks. The resident was extremely happy and thankful for the much-needed PPE.
A FPD staff person coordinated with Property Management to have a Brooklyn resident’s faulty refrigerator replaced (the resident was diabetic and needed to refrigerate her insulin). The resident and her home attendant were very grateful and happy with the assistance.
A Bayview Houses resident couldn’t believe it when she received the wellness phone call from the FPD staff person at the onset of the pandemic. The resident is both deaf and mute, and the staff person was able to communicate with her through an interpreter. First, the resident thought the call was a scam. She said she had no idea that NYCHA has a social services department and never expected to receive a call from NYCHA during this time of need. The resident resides with a daughter with special needs and they had no food in the apartment. The FPD staff person connected the resident to Helping Hands, and food was delivered the next day. The staff person followed up with the resident, who was very satisfied with the services.
There are many residents we help daily who call back to say “thank you” or “keep in touch.” The FPD staff person received one such call from a Farragut Houses resident, who said: “Ms. Foreman, you called me a couple of weeks ago to see how I was doing, and you were so pleasant. I just needed to call you today so you can calm me down. I am shaking all over.” She explained that a fire in another resident’s apartment had damaged her apartment. FPD staff followed up on the case by discussing apartment repairs with Property Management. The FPD staff person also provided the resident with HRA forms and forms to obtain emergency furniture grants. The resident, who is 94 years old, is now receiving new furniture. Her grandson, who is her guardian, called staff to say thank you for all the help. Property Management told the FPD staff person that the resident is back in her old apartment, which looks brand new.
