Human Resources Streamlines the Customer Service Process

As part of an effort to provide more direct access to subject matter experts, the Human Resources Department is adopting a new business model for the HR customer service phone line (212-306-8000). The 8000 number will remain the single point of contact, but callers will be able to select from menu prompts which connect them directly to the unit that can answer their questions. “The new system is designed to provide faster service, because employees will go right to the source,” said HR Customer Service Manager Wayne Shapiro.

Choices will include:

• Health benefits
• Timekeeping (including workers’ compensation, separations, paid family leave, and other leaves of absence)
• Employment/civil service
• Salary
• All other topics, including:
  • Employee relations
  • Learning and development
  • Employee Self-Service login support
  • Labor relations and other union matters

The new system will launch on Monday, January 13.

In addition to the 8000 number, the Human Resources Department offers the following online resources, which address many common inquiries:

-An updated, electronically searchable Human Resources Manual: http://connect/sites/FRL/Library/HRM.pdf

-HR forms, including for family leave, reasonable accommodation, and health care certification (this site is available outside the NYCHA computer network): https://nychanow.nyc/hr-corner/

-Tables for calculating leave accrual: http://connect/bb/NYCHA_Employee_Titles_With_Leave_Accrual_Tables.pdf

-Other benefits, including dental and vision care, and direct deposit: http://connect/HR/Pages/other-benefits.aspx

-Health benefits program transfer periods: https://www1.nyc.gov/site/olr/health/healthhome.page

-Alternative Work Schedule: http://connect/HR/Pages/Alternative-Work-Schedules.aspx

-NYCAPS Employee Self-Service portal: http://webapps/pmslookup/default.aspx