First Learning Leaders Cohort Helps Build Stronger Customer Service Across NYCHA 

Nearly 1,300 NYCHA employees have strengthened their customer service and conflict de-escalation skills thanks to the Authority’s first cohort of Learning Leaders, a group of volunteer employee instructors. The cohort was recognized for its work during a graduation ceremony in June. 

Launched by NYCHA’s Learning and Development Department, the Learning Leaders program prepares employees from across the Authority to facilitate customer service training for their colleagues while continuing in their regular roles. After completing three months of training in late 2025, the inaugural cohort began leading monthly customer service classes in December. By June 2026, the 42 Learning Leaders had helped train almost 1,300 employees. 

Learning Leaders represent departments across NYCHA, creating opportunities for employees who may have never worked together to share knowledge and strengthen connections across the Authority. In addition to developing presentation and facilitation skills, participants help foster a culture of continuous learning that benefits both employees and residents.  

“I was motivated to join Learning Leaders because I wanted to satisfy my goal of being a teacher and because I think customer service is an important topic today, not just for NYCHA, but across many businesses and organizations,” said Learning Leader Rodney Gwyn, Senior Strategic Project Manager in Resident Services, Partnerships, and Initiatives.  

For many Learning Leaders, teaching the class proved just as valuable for the instructors as it was for the employees attending the class. 

Mr. Gwyn said one of the most meaningful parts of the experience was seeing employees reflect on their own interactions with residents and colleagues and then take steps to improve their customer service skills and habits. 

Learning Leader Jacqueline Hipps, Neighborhood Administrator for Brooklyn Neighborhood 2, is a 36-year employee who has always taken advantage of opportunities for personal development offered by the agency.  

“The amount of commitment from every facilitator and participation from staff was pleasantly surprising,” Ms. Hipps said. “Everyone was really involved in the experience, and no one took it lightly.” 

Ms. Hipps recalled a class where an employee “had huge takeaways” regarding how to better communicate with a supervisor by thinking of him as a customer. She also said an added benefit of the program was the connections she made with fellow facilitators and class participants.  

At the graduation ceremony, members of Cohort 1 spoke about their experiences as Learning Leaders, and Aaron Trauring, Project Manager in Information Technology, shared a poem he wrote about the program: 

The main focus of the class 
Are the three signals we all agree 
I care, I understand, 
And you can trust me. 

While we cannot always provide 
What the customer thinks is ideal 
It’s what we do instead 
And how we make them feel 

To be customer centric 
And really understand their views 
We step out of our roles 
And put ourselves in their shoes 

In addition to Cohort 1 members, Chief Operating Officer Eva Trimble and Dr. Tischelle George, Vice President of Learning and Development, spoke at the event. 

“Today, we are celebrating Cohort 1, our pioneering colleagues who turned a dream into a reality,” Dr. George said in her address to participants. “Through your leadership, professionalism, and commitment to excellence, you have helped cultivate stronger customer service skills, effective conflict de-escalation techniques, and a deeper understanding of the importance of serving our residents and colleagues with care and respect.”  

As members of the newly established Learning Leaders Alumni Network, Cohort 1 graduates will continue supporting the program by recruiting future participants, facilitating additional customer service classes, and eventually leading other professional development courses. Cohort 2 is underway, with 27 employees currently completing their training to become the next Learning Leaders – and they will begin facilitating the Be a Customer Service Superhero classes in September 2026. To register for a class, visit NYCHA University.