Vice President Of Resident Services

Vice President Of Resident Services

The New York City Housing Authority (NYCHA), the largest public housing authority in North America, was created in 1935 to provide decent, affordable housing for low- and moderate-income New Yorkers. NYCHA is home to 1 in 17 New Yorkers, providing affordable housing to 528,105 authorized residents through public housing and Permanent Affordability Commitment Together (PACT) programs as well as Section 8 housing. NYCHA has 177,569 apartments in 2,411 buildings across 335 conventional public housing and PACT developments. NYCHA's mission is to provide quality housing for New Yorkers that is sustainable, inclusive, and safe, while fostering opportunities for economic mobility. Since the 2019 Agreement between NYCHA, the Department of Housing & Urban Development, and the U.S. District Court, Southern District of New York, NYCHA has been working under a Federal Monitor structure. The HUD Agreement sets the requirement to create a new Organizational Plan in collaboration with the Federal Monitor and sets forth various compliance related targets for NYCHA across major operational areas including: Lead, Mold, Heat, Elevators, Pest, Waste Management, and Inspections. The Department of Resident Services, Partnerships and Initiatives (RSPI) engages NYCHA residents in critical programs, services, and initiatives in the areas of economic opportunity, youth, senior and social services; serves as a liaison between residents and departments across the Housing Authority; supports NYCHA's extensive network of Resident Associations; and connects residents to opportunities such as financial empowerment, business development, career advancement, and educational programs. Reporting to the Senior Vice President of RSPI, with wide latitude for independent initiative, judgment and decision making, the Vice President of Resident Services is a passionate, dynamic, and results-oriented leader who will oversee a significant portfolio, including the Family Partnerships and the Resident Engagement Department. - Family Partnerships (FPD) connects residents to critical services and implements programs and policies that support household stability, tenancy, individual advancement, and aging-in-place. FPD identifies and engages with external providers and City agencies offering youth, senior, and social services. Furthermore, FPD reunites families with justice history. - Resident Engagement Department (RED) plays a vital role in setting policy and standard procedures for resident communication with all NYCHA residents. RED is the unit that develops and issues guidelines for resident engagement through outreach, education, and information-sharing with resident leaders in addition to the broader NYCHA community. RED will continue to be the primary point of contact for the Citywide Council of Presidents (CCOP) and all coordinating activities, as well as guide training and education of Neighborhood Services Coordinators. It also includes a team that partners with Resident Associations to manage Tenant Participation Activity (TPA) Funds, which are used to support skills training programs, Family Days, procurement of office supplies for Resident Association needs. Responsibilities include, but are not limited to the following: Provide senior level strategic leadership, guidance, direction, and oversight of all resident engagement services across FPD and RED. Direct and manage a team of approximately 60 employees including 2 Senior Directors, Deputy Directors, Coordinators, Associates, and Administrative Support Staff. Design and implement cohesive strategies to improve the operational effectiveness of the teams within the department through greater use of data and technology, and to provide more strategic, value-added services to residents and constituents. Address high-priority requests and urgent coordination needs, working closely with the Senior Vice-President and other senior leaders within the department, across NYCHA, and externally. Lead the implementation and institutionalization of an innovative approach to resident services, draft key processes, protocols, and tools to support high-quality execution of resident engagement and facilitate broad NYCHA adoption, including through the delivery of essential training for staff. Ensure the development, implementation and monitoring of program quality assurance standards in compliance with HUD regulatory requirements regarding the dissemination of Resident Participation Funds and compliance with Resident Association Elections. Meet regularly with and make presentations to the executive department, the HUD monitor, elected officials, sponsors, resident leadership, and other stakeholders. Define and execute a strategic plan to evaluate existing services, initiatives, and programs across all three sub-departments and develop a plan for expansion, enhancement, and strategic change. Effectively conceptualize, develop, grow, and manage the portfolio of services. Leverage program strengths to take advantage of new opportunities or to address organizational challenges. Implement new initiatives. Working closely with the SVP and organization leadership, play a key role in the achievement of NYCHA & RSPI strategic objectives. Responsible and accountable for establishing current and long-term goals, plans and policies for program areas. Engage stakeholders to explore best practices including a review of the ways in which other public housing authorities interact with residents and garner feedback on potential improvements, new strategies, and new engagement models. Help to structure and improve engagement for NYCHA's various modernization programs and ensure coordination of engagement teams. Develop a social service provider engagement strategy for NYCHA's real estate preservation and development projects in close collaboration with the real estate team. Determine key metrics to measure and provide ongoing monitoring and evaluation of NYCHA's overall resident engagement; maintain both quantitative and qualitative data documenting engagement efforts; including resident feedback through canvassing, surveys, focus groups and other methods; meeting attendance; and other key standards; maintain records necessary to document any HUD mandated resident consultation processes as appropriate. Work to integrate NYCHA's Neighborhood Model into the department's resident engagement strategy; collaborate with the COO's office to assess existing structure and make recommendations for ways to effectively support NYCHA communities. Monitor and supervise programmatic budget compliance and ensure efficient utilization; work with budget and finance teams to resolve any concerns. Represent NYCHA at external meetings i.e., Resident Advisory Board, Council of Citywide Presidents, Real Estate resident meetings, advocacy groups and elected officials. NOTE: Due to the existence of a civil service list, candidates must have permanent civil service status in the title of Administrative Community Relations Specialist to be considered. NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, click on the link below.