Growing a Career at NYCHA: From a “Seasonal” to a Superintendent Superstar!

For Edwin Pagan, becoming Superintendent at NYCHA’s Forest Houses was not the result of a single promotion or turning point. It was the natural outcome of years of showing up, solving problems, and earning the trust of the people around him.

“I started as a seasonal [employee] back in 2000,” Mr. Pagan said. “I just stayed with it.”

A Bronx native who grew up at NYCHA’s Castle Hill Houses from the age of 6, Mr. Pagan came into the Authority early…and never left. Over the years, he worked at various developments, building both technical skills and a reputation for reliability. By the time he arrived at Forest Houses as a Maintenance Worker, he had learned a key lesson: when something needs to get done, own it.

At the time, Kim Theodore, Neighborhood Administrator for Bronx 7, was overseeing the development.

“Whenever work needed to get done, Edwin was the one people went to,” Ms. Theodore said.

But Mr. Pagan’s influence did not come from his title — it came from how he worked.

“Everything he did, he did in a respectful way,” Ms. Theodore said. “But let me be clear — he got results.”

Recognizing that, she approached him.

Bronx 7 NA Kim Theodore recognized Mr. Pagan’s potential — and suggested he consider moving up. 

“I asked Edwin if he would consider becoming an Assistant Superintendent,” she said.

At first, Mr. Pagan wasn’t sure. But Ms. Theodore encouraged him.

“I told him, ‘You’ll be fine. I’m sure the development will go in the right direction,’” she said.

He agreed — and quickly proved her right.

“He didn’t even really need much training,” Ms. Theodore said. “He already knew how the work needed to flow.”

That understanding is at the heart of what the role demands. An effective NYCHA Superintendent must oversee the day-to-day operation and maintenance of a development — supervising staff, coordinating repairs, ensuring essential services, and responding to issues across hundreds or even sometimes thousands of apartments. It is work that requires not only technical knowledge, but also good judgment, follow-through, and accountability.

At Forest Houses — a development of 1,969 units — Mr. Pagan’s approach has translated into measurable results.

“Whenever work needed to get done, Edwin was the one people went to,” Ms. Theodore said.

“When I became Assistant Superintendent in 2022, there were over 300 outstanding refrigerator work orders and more than 120 stove replacement work orders,” Mr. Pagan said. “We needed to bring that down, even though it could only happen little by little.”

Within just a few months, that backlog had been cleared. Appliances had been delivered, work was verified, long-standing requests were closed.

Mr. Pagan’s success is a reflection not only of operational excellence, but also his dexterity with and readiness to rely on the full range of tools now available to NYCHA Superintendents.

At Forest Houses, Mr. Pagan’s approach has created an unqualified success. No wonder he’s smiling!

Under Mr. Pagan’s supervision, Forest Houses is a top participant in “Maintenance Cares,” a NYCHA initiative launched in 2024 to accelerate major repairs. When his team identifies significant issues inside apartments, they submit photos to the “Maintenance Cares” system to get expedited action.

“We’ve had a total of 100 Maintenance Cares submissions – and 55 of them have already been closed out,” Mr. Pagan said. “It’s a very helpful tool.”

Combined with annual apartment inspections, that approach contributed to a score of 84 on Forest Houses’ most recent NSPIRE inspection in September 2025 — a clear measure of improved conditions.

“It’s been great,” he said. “And of course, I have great staff. The way things are running now — all together, the system really does work.”

For Ms. Theodore, Mr. Pagan’s success comes as no surprise.

“He follows through. He’s hands-on. He knows how to get the work done, and people trust him,” she said. “With supers like Edwin, and new initiatives like Maintenance Cares, the system is not just functioning – it’s moving NYCHA forward.”