Mission: Emergency at NYCHA – Meet the EMSD Team 

By the time many NYCHA colleagues are about to head home for the day, most employees serving in the Emergency Management and Services Department (EMSD) might be just getting started with their duties.  

That’s par for the course when you’re tasked with managing or assisting with nearly any type of emergency at NYCHA’s hundreds of developments across the city. With this mission – which includes planning for and responding to potentially region-wide disasters and other disruptive events that could impact NYCHA – after-hour, weekend, and holiday service is part of the job. 

It’s been a year since EMSD was consolidated by merging the former Emergency Services Department (ESD) with the Office of Emergency Management (OEM) under the Operations Support Services Department. While the two former sub-divisions had somewhat similar emergency-related responsibilities, the restructured department has allowed for a more comprehensive mission when it comes to emergency planning, response, and maintenance across the Authority.  

“ESD and OEM were two sides of the same coin; now that we’re together, it puts everything under one umbrella, where we’re all responsible for basically anything that’s an emergency,” said EMSD Senior Director Rudy Murillo, who previously served as OEM Director. “We want to make sure that we can prepare, support, and respond to any emergency that can impact NYCHA residents and staff.” 

As part of its duties, the EMSD team – which includes more than 130 employees – works to reduce NYCHA’s vulnerability to hazards, while assisting residents and staff in recovering from day-to-day emergencies, a natural disaster, or a disruptive event like the COVID pandemic. EMSD’s workforce is divided into three units dedicated to Preparedness, Support, and Response, which work out of 11 base locations at NYCHA developments across the city. 

The department’s experience in addressing day-to-day incidents like pipe bursts, fires, flooding, or stoppages helps the team become ready to answer the call if major events occur, Mr. Murillo noted.  

“What we do on a day-to-day in our practice and our training allows us to be better prepared for the bigger emergencies,” he explained. 

A key focus is on preventive measures for emergencies, helping the community to be proactive and prepare for potentially destructive storms like Superstorm Sandy and its after-effects. This includes monitoring extreme weather, planning for adequate response with City agencies, activating NYCHA’s Emergency Operations Center as needed, and prioritizing resources based on the level of emergency. 

“We’re promoting a proactive, instead of a reactive, mindset,” Mr. Murillo said. “We want to make sure residents and staff are prepared, that they know what they should do, and have the resources that are needed before, during, and after an emergency. As much time and energy that we put into responding to the emergency, a significant fraction of that needs to be put into preparing for any potential emergency.”  

In coordinating the emergency response at NYCHA, EMSD works to support other NYCHA departments, as well as City, State, and federal partners, to ensure there are sufficient resources available, including equipment and generators, while providing assistance so they can carry out their respective operations. Mr. Murillo pointed to the significance of collaboration with fellow Authority departments, noting that development staff may be more familiar with their properties and have a better understanding of the specific needs. 

“We’re consistently working with our partners and looking at a strategic network in how we’re working with them,” he said.  

During a large-scale emergency, EMSD is also charged with managing the Emergency Operations Center, in coordination with other NYCHA departments, to enable the Authority to effectively respond to service interruptions and public safety hazards and communicate critical information to the NYCHA community. EMSD acts as an “information hub” by assisting with the issuance of mass communication alerts, including robo calls and social media advisories, and briefing NYCHA leadership on recommended actions.   

At the center of EMSD’s mission when confronting emergencies is ensuring the safety and well-being of residents, as well as the staff working throughout the Authority. 

“Residents are our customers and our priority,” Mr. Murillo stated. “We’re out there engaging with residents and helping them day and night.” 

While EMSD is ready to act when emergencies arise at NYCHA, residents can help by reporting specific issues in their developments by calling the Customer Contact Center (CCC) at 718-707-7771.  

“We want to remind residents to continue to call the CCC, let them know if you’re having an issue, and put in those work tickets,” he advised.