EMSD Call Taker

NYCHA’s Emergency Management & Services Department (EMSD) is responsible for preparing, supporting, and responding to all emergencies and hazards that could impact essential services and daily operations, including large-scale disasters. EMSD diligently cultivates a comprehensive preparedness framework through planning, training, and exercises to minimize vulnerabilities and foster resilience among NYCHA’s residents, staff, and stakeholders, aiding in recovery from potential disruptive events.

Moreover, EMSD coordinates after-hour operations, serving as NYCHA's 24/7 emergency operations to ensure continuous support beyond daytime staff hours. CUSTOMER INFORMATION REP - 60888

The Customer Information Representative is the primary point of contact between the Emergency Communications Center and EMSD's field maintenance teams. This role ensures that all maintenance-related incidents, service requests, and emergencies are logged, prioritized, and dispatched accurately. The CIR takes on responsibilities in coordination, incident tracking, and communication flow, ensuring maintenance crews receive complete, timely information to perform their work efficiently and safely.

• Receive maintenance service requests and emergency notifications via Maximo internal system, supervision instruction/directives.
• Accurately capture incident details on productivity sheets, including location, hazard type and disposition.
• Assign work orders to the correct maintenance unit based on location, availability and urgency level.
• Dispatch work to field crews using ECC-approved protocols and priority codes.

• Serve as the communication hub between the ECC and EMSD field maintenance staff.
• Relay critical updates, special instructions, and safety advisories in real time.
• Confirm crew arrival, progress, and job completion, update records accordingly.

• Maintain real-time status of all active work orders and emergency repairs.
• Log start times, completion times, and any delays or resource needs.
• Capture before-and-after conditions reported by the field, question teams if information is not provided.
• Escalate unresolved or recurring issues to the ECC Supervisor. /li>