Making a Difference for Residents

NYCHA is celebrating National Customer Service Week 2021 during the week of October 18-22. This year’s theme, “Power of Service,” reaffirms and celebrates our commitment to excellent customer service. As part of the celebrations, we are highlighting NYCHA Changemakers – employees who use our core values to create meaningful, sustainable change in every aspect of their work. In this installment, meet NYCHA Changemaker Tara Lucas, Property Maintenance Supervisor at Cypress Hills Houses in Brooklyn.

“Patience and understanding – these are the two most important qualities for good customer care,” explained Tara Lucas, Property Maintenance Supervisor at Cypress Hills Houses in Brooklyn. Ms. Lucas has served NYCHA residents with these very qualities for 23 years, since she started out at the Authority as a secretary. After working in several boroughs and a series of promotions, she was appointed to her current position at Cypress Hills Houses, where she oversees 1,507 apartments and a staff of 50.

“NYCHA gave a lot of room for advancement in my career,” said Ms. Lucas. “Good customer service for me lies in effective communication both with residents and employees. My residents inspire me; they motivate me to beautify my neighborhood and make sure they have good living conditions. If I can make one resident happy a day, that means I’ve done my job.”

Ms. Lucas has a long personal history with NYCHA. Her uncle worked for NYCHA for decades. She was born and raised at Marcy Houses in Brooklyn. At the age of 27, she moved to Van Dyke Houses, where she lived until she bought her own house. 

“That’s the good thing about NYCHA,” Ms. Lucas noted. “It helps not only with housing but also with training and job opportunities.”

Ms. Lucas believes that face-to-face meetings with residents is the key to good customer service. She makes regular visits to residents who need repairs in their apartments.

“When they call, I ask, ‘Are you home now? Give me 10 minutes. I am on my way.’” Ms. Lucas explained. “I knock on their door, I announce myself, saying: ‘My name is Ms. Lucas, and I am the new superintendent; I’m here to hear your concern.’ I’ll apologize for the inconvenience, and I’ll break down the steps that we need to take in order to rectify the situation. At the end of my visit, I’ll give them a number where they can reach me at the office. Later, when they see me on the street, they always thank me for solving their issues. It’s rewarding to see the satisfaction on someone’s face after helping with their problem.”