Customer Service Week 2021: Power of Service
NYCHA departments and developments celebrated Customer Service Week 2021 from Monday, October 18 to Friday, October 22 by organizing activities on the theme of “Power of Service.” Below are some highlights of how NYCHA colleagues spent the week visiting developments, reviewing best practices, motivating each other, and sharing tips and resources as the Authority demonstrated its commitment to providing great customer service.
This year, Customer Service Week took on added significance, marking a special opportunity to thank the many public-facing employees who worked tirelessly to handle the additional demands necessitated by the COVID-19 pandemic.
“Over the past year, NYCHA’s workforce of more than 12,000 people handled the unprecedented challenges posed by the COVID-19 pandemic with tireless dedication, dexterity, and grace,” NYCHA Chair and CEO Greg Russ said. “Customer Service Week 2021 represents an important moment to thank our employees for the many sacrifices they made during that time, and for the high level of service and commitment they bring to the Authority every day.”
Senior staff site visits
During the week, NYCHA senior staff conducted on-site walkthroughs at 74 campuses as part of an effort to recognize property management staff for their dedication to their roles and to strengthen on-the-ground relationships with residents.
In a site visit to Queensbridge North Houses, Erin Giventer, Director of Business Client Services, noted she was greeted by management staff with “hospitality and thoughtful conversation.” Ms. Giventer had the opportunity to tour the property with staff, who shared personal stories of their experiences and discussed ideas for further growth at Queensbridge North. She said the staff take pride in how they lead their teams, interact with residents, and manage the upkeep of the property. A highlight of her visit was a tour of the development’s new roof and solar panels.
“My visit displayed a fantastic example of NYCHA customer service as we strive for it to be,” Ms. Giventer said.
Other senior staff who applauded their site visits to developments included Anne-Marie Flatley, Senior Vice President for Performance Management and Analytics; Lisa Bova-Hiatt, Executive Vice President for Legal Affairs and General Counsel; William Brown, Vice President for Information Technology Strategy and Planning; and Marvin Walton, Manhattan Vice President for Operations.
Mr. Walton said the senior staff toured the entire development at Jefferson Houses and spoke with numerous employees who are delivering quality customer service to residents.
“We are changing the culture in our Manhattan developments, one building at a time,” he commented.
Jefferson Property Manager Monique Jennings noted that employees welcomed the site visits by Mr. Walton and his colleagues. “It meant so much to the staff seeing senior management show the appreciation and concern for the hard work we do,” she said.
Kudos for the swag
NYCHA employees were thankful for complimentary “swag” items they received in honor of Customer Service Week, including a NYCHA reusable water bottle, notepad, and travel sack. As part of this year’s campaign, $57,000 was allocated to provide NYCHA’s workforce with supplies and training programs designed to foster camaraderie and strengthen relationships with residents.
Team festivities
Several departments celebrated the theme of teamwork during Customer Service Week by arranging lunchtime gatherings. The Family Partnerships staff for Queens/Staten Island held a potluck lunch at the Pomonok Houses office, featuring empanadas, fried chicken, pizza, salad, cake, and ice cream. Team members also created flower arrangements with the employee’s photo at the center.
Among the other teams who joined in luncheon festivities were staff at Parkside Houses in the Bronx, Environmental Health and Safety Department staff, and Performance Tracking and Analytics Department staff, who gathered to show appreciation for the work that employees do each day to support the goals of the Authority.
Top photo caption: Environmental Health and Safety Department staff gather for a team breakfast celebrating customer service.
