Meet Your REES Hotline Referral Associates
Tannishia Mattis of NYCHA’s Office of Resident Economic Empowerment and Sustainability (REES) can attest to the benefits of the office’s referral services for residents.
Prior to joining the REES staff, Ms. Mattis contacted the office seeking help with employment opportunities, and a referral specialist directed her to some career training programs. Then, when a temporary community associate position became available at REES, Ms. Mattis was notified of the job opening.
“I was intrigued about the REES program, and the fact that I was able to connect to so many avenues through REES,” said Ms. Mattis, a NYCHA Section 8 participant who lives in Queens. “I have a passion for helping others, so taking the role of a community associate who serves the residents is perfect to me.”
Now working as a permanent REES associate since October, Ms. Mattis is able to provide some of those same referral services to NYCHA residents who call the REES hotline requesting information about various programs and events.
Fellow hotline referral associate Ruth Fleming had a similar calling of customer service when she joined the REES team more than 10 years ago after working in NYCHA’s drug elimination program and the social services department.
“My joy was to help the residents get what they needed in employment, home care, anything that I can help them with,” said Ms. Fleming, a NYCHA resident who has lived in Brooklyn for more than 40 years.
The two REES colleagues are based out of Brooklyn and part of a team of four employees who answer hotline calls and direct residents to the appropriate resource for their specific inquiry. For residents who contact the hotline for assistance after receiving a REES email or seeing a NYCHA newsletter or flyer, Ms. Mattis and Ms. Fleming provide information about the various programs and upcoming events, and can also register them for events.
In cases where the residents might have learned of the service via word of mouth and may not know exactly what information they are seeking, the associates will refer them to a REES info session. Residents can learn more about specific programs of interest at the sessions and receive guidance from assessment specialists.
Whether by providing information on employment opportunities and financial services or assistance with training programs in the community, the hotline referral can be a valuable tool for NYCHA residents, Ms. Mattis believes.
“I feel like it’s something really good to have for the residents because it gives them a sense of direction, which can lead to a brighter future,” she said. “The fact that people have the opportunity to be connected with employment and training resources is amazing.”
Ms. Fleming noted that the hotline has also been helpful for spreading awareness about the wide-ranging REES programs to residents across NYCHA.
The hotline referral associates said they are proud to know that they have helped steer residents in the right direction when they call seeking assistance with services or other information. Callers are often thankful to hear back from the associates after they’ve left a message and are excited to pursue the referral opportunity, which Ms. Mattis said “gives me joy.”
“They see we can actually help them, and that gives them some type of hope and it really motivates them,” she said.
Ms. Fleming added: “We have a lot of departments or agencies where we can refer them. We’ve got connections, and when they see that, you can tell that they have hope.”
Photo caption: REES hotline referral associates Tannishia Mattis (left) and Ruth Fleming are part of a team of four employees who answer calls and direct residents to resources for their specific inquiry.
