Resident Relocation Services Department Honored for Customer Service Excellence 

Whenever an emergency or major building and apartment repairs require NYCHA residents to be temporarily relocated to a hotel or hospitality apartment, the Resident Relocation Services team steps up to help the impacted families.  

Whether it’s a planned relocation for scheduled work such as asbestos and mold remediation or an unplanned move due to a fire or flood, the Resident Relocation Services Department (RRSD) works to ensure a smooth process and support residents with the resources they need as they relocate and later return to their apartments. RRSD staff members, who are assigned to the affected locations, aim to minimize any inconveniences for residents while also seeking to match them to accommodations that meet their needs.    

In recognition of their dedication and efforts, the Mayor’s Office of Operations has honored the RRSD team of nearly two dozen employees with a 2024 Excellence in Customer Service Award. The annual awards, which were presented across City agencies on October 9, recognize “outstanding City workers and teams that demonstrate their dedication and commitment to New York City through their customer service achievements.”  

“This honor is a testament to the hard work, dedication, and professionalism that each member of my team brings to their role every day,” said Senior Director Zobeira Martinez, who has led the team for more than a year. “Receiving this award is no small feat, and it speaks volumes about our commitment to putting the needs of our families and community first.”  

Along with assisting residents in various ways during the transitional period, RRSD colleagues work to manage the complexities of planned relocations, unplanned relocations, and emergencies. When residents and their families need to relocate from their apartments, RRSD staff work closely with other NYCHA departments; for instance, the Applications and Tenancy Administration Department helps identify vacant apartments that can serve as temporary homes. The RRSD team also collaborates with Property Management, Healthy Homes, the Chief Operating Officer’s office, and the Law Department to ensure continuity of service, safety, and proper follow-up for the impacted families.  

“Relocation can often be a stressful and challenging process for families, yet through the team’s unwavering focus on service excellence, they have not only met the family needs but exceeded expectations,” Ms. Martinez noted. “Being acknowledged for exceptional customer service in the midst of such change demonstrates the strength, resilience, and adaptability of this team.” 

Expressing pride in RRSD’s work to make relocations successful across NYCHA, Ms. Martinez said the team is ready to carry on its record of quality customer service into the future.  

“This award isn’t just a reflection of our past efforts but a strong indication of what we are capable of moving forward,” she said. “I’m honored to work alongside each of my team members, and I look forward to even more shared successes as we move forward together.”