Customer Service Week 2023: Team Service
The theme of “Team Service” was celebrated throughout NYCHA by development and department staff who took part in communal activities to commemorate Customer Service Week 2023 from Monday, October 16 to Friday, October 20.
Below are some highlights of how NYCHA colleagues spent the week visiting developments, reviewing best practices, interacting with their team, and motivating each other as the Authority demonstrated its commitment to providing great customer service. Employees were encouraged to share motivational quotes, hold potluck lunches inspired by their heritage or culture, or join a virtual “stretch and flex” session for improved wellness.
The week provided the opportunity for department leaders to recognize staff members’ energy, enthusiasm, and teamwork which make a difference for residents each day while supporting the Authority’s mission. In addition, NYCHA senior leadership highlighted the importance of customer service in daily emails and video messages to staff (search “Customer Service Week 2023” on Connect to view them). As an expression of thanks for their dedicated service, NYCHA’s thousands of employees were provided with certificates of appreciation as well as complimentary NYCHA “swag” items, including a multi-use pen and tote bag.
Senior staff site visits
During the week, NYCHA senior staff visited developments to recognize property management staff and strengthen on-the-ground relationships with residents.
In a site visit to Manhattan’s King Towers, Wanjiru Bila, Executive Advisor to the Chief Operating Officer, said staff discussed their approach to team building, service, and leadership. Ms. Bila thanked staff for their hospitality and positive energy, saying she was impressed with the upkeep of the grounds and property, specifically the decorated maintenance area which featured inspirational signs on the walls.
Senior Director of Community Partnerships Erin Giventer also praised the clean, manicured grounds during a site visit to Manhattan’s Douglass Houses, adding that she was pleased to see the “bright and colorful” management office. Ms. Giventer thanked staff members for welcoming her, introducing themselves, and sharing some personal stories and perspectives.
Bruce Eisenberg, Director of Engineering Audit in Quality Assurance, also visited Douglass Houses, noting it was a pleasure to meet the development team and have a meaningful discussion.
During her site visit to East River Houses in Manhattan, Emma Boundy, Senior Adviser to the Chief Administrative Officer, met with Property Managers and Housing Assistants, who expressed appreciation for Customer Service Week and the opportunity to speak with senior staff.
Team festivities
Several departments celebrated teamwork during Customer Service Week by arranging lunchtime gatherings, interactive functions, and group projects on daily themes such as mentorship, inclusion, and wellness.
For instance, staff from the Department of Resident Services, Partnerships, and Initiatives arranged a “sip and paint” for team building.
The Performance Management, Tracking and Analytics teams handed out their certificates of appreciation and NYCHA swag items during a luncheon gathering, where they posted motivational quotes on the conference room wall in recognition of excellent customer service to the NYCHA community.
At Pelham Parkway Houses in the Bronx, development staff held an appreciation ceremony for the Caretakers who maintain the grounds, buildings, and public spaces, helping to ensure a clean, safe environment for residents and employees.
