Recognizing Exemplary Members of NYCHA’s Team

The Mayor’s Office of Operations announced its individual and group winners of the 2020 Excellence in Customer Service Awards. The awards, which are presented across City agencies, recognize “outstanding City workers and teams that demonstrate their dedication and commitment to New York City through their customer service achievements.” 

Representing NYCHA this year is individual award winner Ruben Lopez, Supervisor of Housing Caretakers at Wyckoff Gardens; the Astoria Houses property management team and the Capital Projects Program Management Team 1 were recognized in the group category. Read more about these award winners here.

In addition, 17 employees working throughout NYCHA were nominated in the individual category for their extraordinary dedication and customer service to residents and the NYCHA community in this unprecedented time: 

As the locksmith, plumber, and electrician for Washington and Lexington Houses, Andrew “Drew” Samuels is considered a “jack of all trades” for whom no job is too big or small. With his humble nature and precision for his craft, Ms. Samuels commands the respect of residents, who often specifically request his services. Whether he is repairing a wall break or fixing a leak, Mr. Samuels is not one to shy away from a request and is dedicated to fulfilling the task. 

As the Resident Buildings Superintendent at LaGuardia Houses/LaGuardia Addition/Two Bridges, Paula Davenport directly oversees maintenance and janitorial operations for the developments. She is recognized not only as a hard worker who takes her job seriously but also as someone who works tenaciously to provide prompt service to residents and fulfill a variety of challenges in a timely manner. 

Overseeing 1,595 apartments, 64 acres, and 32 buildings, Jagdish Roopnarine is the Assistant Property Maintenance Superintendent who is responsible for emergency work orders and contracts, as well as the safety of staff, at Breukelen Houses. During the pandemic, Mr. Roopnarine has maintained his leadership to improve the lives of residents, all while having to manage the workload of two superintendents (by covering for a vacancy). 

Damonn McClarin, Assistant Superintendent at Cypress Hills Houses, is the kind of employee who jumps at the chance to go above and beyond his daily duties. Case in point was this past August, when Mr. McClarin saw a man turning blue while he was passed out on a bench. Mr. McClarin quickly called 911 and waited with the ailing man until emergency medical personnel arrived, actions that likely helped to save the man’s life.  

Sol Martinez, Secretary at Melrose Houses, also serves as the timekeeper, helping to close work order tickets and upload commercial card receipts. Colleagues know that Ms. Martinez is someone they can count on, calling her reliable and committed to her job. She is also praised for her rapport with residents. 

Delores Hull, who has worked at Manhattanville Houses for 30 years, currently serves as a Housing Assistant. Whether she is working to process annual and interim reports, going to court, or collecting rent, Ms. Hull is always willing to contribute however she is needed. On top of that dedication, she is adored by residents.  

For colleagues of Housing Assistant Tina Chan, it is easy to see how she is considered an asset to the team at Marble Hill Houses. Knowledgeable and helpful towards her co-workers and residents, Ms. Chan takes on every task that comes her way without complaining. In addition, her friendly nature makes her a joy to work with, colleagues say.  

When it comes to maintaining a clean and healthy environment for residents and staff at Glenwood Houses, Caretaker Jackie Haynes is the “go-to” man. Reliable and respectful, Mr. Haynes also works as the development’s Safety Associate and is always ready to help out staff with various needs on-site. Even when the team was short-staffed at the beginning of the COVID-19 pandemic, Mr. Haynes could be counted on to show up to help ensure that the development remained a safe place. 

As the Secretary at 1010 East 178th Street, Sherrie Walker can be depended upon for much more than the wide range of clerical duties she regularly performs. With her keen sense for recognizing when a resident may need assistance, Ms. Walker knows how to direct the resident to the appropriate resource for support. She has many fans, particularly among the senior community, due to her patience and attentive listening skills. 

Thomas Beck, a Supervisor Plumber working across three boroughs, is called the “cornerstone” for his team who dedicates himself wholeheartedly to his duties. These responsibilities include coordinating all aspects of plumbing repairs, ordering materials, and submitting documents for required permits. Known for being extremely organized, Mr. Beck exhibits professionalism, experience, and courtesy that is modeled by those with whom he works.  

Nymiah Branch, who is known fondly as “Breeze,” is praised by his colleagues for leading by example. As the Property Maintenance Supervisor at Red Hook Houses West, Mr. Branch oversees an ever-changing maintenance operation at the nearly 1,500-unit development. Calling the maintenance office an “emergency room” due to the need to triage various daily challenges, Mr. Branch has had exemplary attendance during the pandemic. The joy he expresses for getting the job done has become contagious amongst his team.

Accepting the challenging role of Property Management Supervisor at Jefferson Houses was an opportunity for Nena Huntley to serve where she started her NYCHA career as a Caretaker in 2006. While the development lacked a Property Manager at the time, Ms. Huntley worked to reassure the staff that they would continue to focus on the ultimate goal of serving residents. She created a welcoming work environment for the team and guided the property to significantly reduce its work order count, all while helping to boost resident confidence in management services.

Thanks to his efficient work style as a Customer Information Representative at the Customer Contact Center, Shiv Choythani manages to resolve most issues before they are escalated to a Department Manager. Whatever the caller’s challenge may be, Mr. Choythani is ready to face it head on, and stays on top of the issue until its conclusion. Moreover, he makes sure to provide an instant response and feedback on how to improve the call center team and department overall.

Throughout the course of the pandemic, Bea’na Alston’s devotion to her duties as Property Maintenance Superintendent for Wyckoff Gardens has never waned. Continuing to report to work, Ms. Alston has provided support and encouragement to the entire staff, and has stepped outside of her role to assist residents with various non-maintenance requests. She is a true team player who works diligently to ensure the property is kept up to safety standards.   

A Maintenance Worker based out of 90 Church Street, Edwardo Serrano performs a wide array of building-related repairs, from electric, plumbing, and carpentry jobs to replacement of ceiling tiles and lighting. Although he is a fairly new employee, Mr. Serrano takes pride in his work and is ready to step in whenever and wherever he may be needed. Key among his recent tasks has been providing oversight of several COVID-19-related safety projects, such as the installation of protective plexiglass barriers, the creation of wellness rooms, and the placement of COVID-19 signage at office spaces. 

During the COVID-19 pandemic, residents of Marcy Houses could count on Property Maintenance Superintendent Tyrone Grant to address their concerns about mold and mildew in their apartments. Mr. Grant worked faithfully to cut wait times for resident service requests and conducted as many as 15 inspections a day.  

On most days, Rodney Gwyn serves as Social Work Supervisor in the Family Partnerships Department, coordinating the activities of social workers and other staff who provide case management services to residents. But when the time comes to be a helping hand outside his usual scope of work, Mr. Gwyn embraces the opportunity. In one recent instance, he helped counsel a Meals on Wheels representative who was affected by the rigors of her mission. He encouraged the representative to instead feel proud of the essential work she was performing.