Complaint Specialist

The New York City Housing Authority (NYCHA) is the nation’s largest public housing authority, with an operating budget of $3.3 billion and over 11,000 employees who manage and maintain 311 developments that house about 400,000 residents. NYCHA also operates the country’s largest Section 8 program, which provides rental assistance to about 200,000 additional people.

Reporting to the Senior Case Analysis and Engagement Manager in the Compliance Inquiry Review and Assessment (CIRA) Unit, the Complaint Specialist will respond to complex and technical inquiries from residents, employees, and external stakeholders; assist in research on compliance issues pursuant to mandates from the Federal, State, and Local Authorities and support the agency’s proactive approaches to compliance. Knowledge of public housing and/or federal government rules and regulations is desirable.

Under general supervision, with latitude for independent initiative and judgement, responsibilities include, but are not limited, to the following:

• Manage compliance-related complaints within NYCHA’s complaint tracking system.
• Identify, prioritize, and research inquiries to gather all pertinent information to maintain an accurate and detailed record of actions taken and results in Siebel and Smartsheets.
• Assess correspondence to determine when immediate attention or management intervention is required.
• Perform ad-hoc analyses and provide documented and/or verbal presentation reports to management that include key metrics from complaint intake to resolution.
• Collaborate with business units, i.e., Operations, Environmental Health & Safety, Healthy Homes, to follow-up or resolve complaints in a timely manner and minimize duplication of effort.
• Demonstrate high levels of discretion when interacting with residents, employees, and other stakeholders.
• Conduct outreach to NYCHA residents to verify compliance-related inquiries and submissions, and participate in onsite Compliance events, including but not limited to, engaging residents and one-to-one interaction for website training.
• Organize outreach to Resident Leadership, prepare detailed progress reports and provide reporting.
• Manage and provide administrative support in absence of Manager(s).

Note:

Selected candidate will be assigned to visit developments at various NYCHA locations throughout the five (5) boroughs.

• NYCHA employees applying for transfer, promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
• NYCHA residents are encouraged to apply.
• NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

• Extensive research and writing skills with the ability to communicate in different styles and to varied audiences (e.g., memoranda, policies, grants, proposals, protocols, presentations, outreach materials, and social media).
  
  - Experience in field investigations knowledge of investigative and interviewing techniques.
  
  - Ability to conduct, direct and control interviews and interrogations.
  
  - Demonstrate a proactive nature, make sound decisions and take appropriate action without constant direction.
  
  - Experience managing multiple assignments simultaneously in a fast-paced environment.
  
  - Experience working collaboratively to develop and…