Customer Service Week
NYCHA took part in the City’s celebration of Customer Service Week with a series of events from October 5-9 organized around the theme of “Everyday Heroes.” Below are some highlights of activities throughout the Authority and ways that our employees were recognized by NYCHA and the City for their commitment to providing excellent customer service. Thank you to everyone who made this special week such a success.
Monday: Kick-Off
In an email greeting, Chair and CEO Shola Olatoye and GM Michael Kelly told staff: “Every employee at NYCHA has a ‘customer’ who depends on that employee to do a great job. Providing the best possible service … is at the heart of our vision for NextGen NYCHA.”
Teamwork Tuesday
We celebrated our collaborative relationships, and the vital role that teamwork plays in providing excellent customer service, with strategies to help us get the most from our teams. For example, make every team member feel valued and compliment your team on a job well done.
Wellness Wednesday
It’s hard to provide excellent service when you’re feeling tired and stressed. On Well ness Wednesday, stress management tips were shared to help take care of ourselves at work. For example, make a schedule to help keep track of your responsibilities and worry less!
Training Thursday
Employees tested their customer service knowledge by completing NYCHA’s customer Service Webinar on NYCHA Connect’s Customer Service Week page. You can find out more about professional development training and classes from ASK HR at 212-306-8000 or your supervisor.
Friday: Everyday Hero Award
The NextGeneration NYCHA Everyday Hero Award recognized employees nominated by their peers who make exceptional contributions to NYCHA and New York City communities. The award presentation, which was broadcast live on Periscope, had 221 viewers online, including 125 through NYCHA computers. In addition to winner Joyce Richardson-Winston (see below), there were eleven honorees, some of whom will be featured as NYCHA Notables in upcoming issues of NYCHANow.
Everyday Hero Award: Joyce Richardson-Winston
Housing Assistant at Whitman Houses, was chosen as the NextGeneration NYCHA Everyday Hero 2015 out of a field of impressive contenders. The 30-year NYCHA veteran met with General Manager Michael Kelly, Chair and CEO Shola Olatoye, and Human Resources Director Kenya Salaudeen; received excused time off, and was presented with an award a certificate and gift bag as prizes.
“Residents want to know that NYCHA cares about their concerns. When I recognize a resident at a development who I spoke with and ask if their issue was resolved, they really appreciate that,” said Ms. Richardson-Winston.
Ms. Richardson-Winston was on vacation on the day of the award ceremony but that didn’t stop her from viewing it on Periscope, along with 220 other viewers worldwide.
Secret Shopper Award
NYCHA staff were also recognized by the City for their customer service. Congratulations to Victor Roman, Housing Assistant in the Manhattan Property Management Department, and Claudia Narroquin, Community Associate in Mixed Finance, for receiving Secret Shopper Awards. Each year, the Mayor’s Office of Immigrant Affairs, in conjunction with the Mayor’s Office of Operations, conducts the Secret Shopper program to assess the quality of language services at agencies’ public points of contact. “Undercover” customers who pretend to need language service assistance visit customer contact locations to rate their compliance with the City’s stringent language access policy. In being selected for the Secret Shopper Award from among 200 customer service points throughout the City, Mr. Roman and Ms. Narriquin have done NYCHA proud!
