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Job Description

About HPD:

The New York City Department of Housing Preservation and Development (HPD) is the nation’s largest municipal housing preservation and development agency. Its mission is to promote quality and affordability in the city's housing, and diversity and strength in the city’s neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love.

HPD is entrusted with fulfilling these objectives through the goals and strategies of Housing Our Neighbors: A Blueprint for Housing and Homelessness, Mayor Adams’ comprehensive housing framework. HPD is committed to reducing administrative and regulatory barriers and making investments to tackle New York City’s complex housing crisis, by addressing homelessness and housing instability, promoting economic stability and mobility, increasing homeownership opportunities, improving health and safety, and increasing opportunities for equitable growth.

The Office of Housing Access and Stability (“HAS”) consists of the divisions of Housing Opportunity, Tenant and Owner Resources, Housing Stability, Budget and Program Operations, and Program Policy and Innovation. The mission of the office is to ensure fair, efficient, and transparent access to affordable housing. The Office provides subsidies, placement services, and tools that connect New Yorkers to affordable housing and ensure vulnerable households in subsidized housing have the support they need to be safely housed. Housing Access is committed to expanding housing choices, affirmatively furthering fair housing, and stabilizing the financial health of buildings.

Your Team:

The Office of Housing Access and Stability (“HAS”) consists of the divisions of Housing Opportunity, Tenant and Owner Resources, Housing Stability, Budget and Program Operations, and Program Policy and Innovation. The mission of the office is to ensure fair, efficient, and transparent access to affordable housing. The Office provides subsidies, placement services, and tools that connect New Yorkers to affordable housing and ensure vulnerable households in subsidized housing have the support they need to be safely housed. Housing Access is committed to expanding housing choices, affirmatively furthering fair housing, and stabilizing the financial health of buildings.

At HPD, rent subsidy programs are administered by the Division of Tenant & Owner Resources (DTOR). HPD’s rental subsidies, including Section 8 or the Housing Choice Voucher (HCV) program, provide funding to eligible low-income families for rental assistance toward decent, safe, and affordable housing in a neighborhood of their choice. Families pay approximately 30% of their income toward rent, and the NYC Department of Housing Preservation and Development (HPD) pays the difference, directly to the owner. The unit must have a rent that is determined reasonable and affordable by HPD and must meet federal Housing Quality Standards (HQS) to be approved.

Your Impact:

HPD's Division of Tenant & Owner Resources (DTOR) is responsible for the administration of rental subsidy programs that include the Housing Choice Voucher (HCV), Project Based Voucher (PBV), Moderate Rehab Section 8, Moderate Rehab Single Room Occupancy (SRO), and Continuum of Care (CoC)-Shelter Plus Care (SPC) and NYC 15/15 programs. Through these programs, HPD serves over 40,000 households and 9,000 landlords in all five boroughs. DTOR is responsible for the initial application screening; confirming eligibility requirements; briefing applicants; and issuing vouchers. DTOR also monitors tenant and property owner compliance with their obligations under each program and continues to administer the ongoing subsidies throughout their participation. These continued activities include processing annual and interim recertifications to update family income/assets, household composition, and rent amounts; tenant moves and transfers; approved rent increases; Housing Assistance Payment (HAP) abatements and reinstatements to enforce Housing Quality

Your Role:

The selected candidate will serve as Deputy Director of Client Services within the Division of Tenant and Owner Resources in the Office of Housing Access and Stability reporting to and working closely with the Director of Client Services. The selected candidate will manage the unit Coordinator and together they will monitor and facilitate the daily operations of the Client Services Unit, find ways to measure customer satisfaction and improve services, manage a team of customer service staff, and handle face-to-face inquiries from customers.

The Client Services Unit receives hundreds of in-person visits, emails, and telephone calls for information and assistance daily. The staff in this unit is responsible for: ascertaining the need for assistance from tenants and directing them appropriately, educating clients on program resources and tools available to them, navigating the information systems to find answers to questions asked; assisting tenants and owners with their questions; and coordinating service delivery with other DTOR units and other divisions within HPD. The selected candidate will be responsible for learning in detail about HPD’s rent subsidy programs and operations to ensure that accurate information is relayed to tenants, property owners, the general public, elected officials, and other governmental entities. They will also ensure that the City’s customer service mandates are met and work to implement customer service best practices into the daily operations. Other responsibilities include communicating professionally and courteously with customers by telephone, email, paper correspondence, and face-to-face; investigating and solving customers' problems, which may be complex or long-standing issues.

The selected candidate should obtain full knowledge of the Federal Housing Choice Voucher (Section 8) program, all HPD-administered rent subsidy programs, DTOR operations, and data systems. And will obtain a strong knowledge of HPD programs, agency priorities, and partnerships. The selected candidate will work with the team to improve communication, technology, and transparency to facilitate participation in the Division’s rental subsidy programs.

Additional responsibilities include meeting with tenants, property owners, HPD program staff, and related parties as needed to resolve issues; representing the division at both internal and external meetings; managing special projects; tracking and responding to inquiries; and working with the senior management team to implement and maintain best practice operations. The candidate must have excellent communication and problem-solving skills.

Preferred skills:

• Strong communication skills both oral and written

• Excellent analytical and interpersonal skills

• Computer knowledge (Word, Excel, and Access)

• Strong Organizational Skills

• Knowledge of rental subsidies or Section 8 subsidy preferred

• Customer service delivery experience preferred

• Bilingual a Plus

Additional Information

Public Service Loan Forgiveness

As a current or prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. Please review the notice to see if you may be eligible for programs and how to apply at nyc.gov/student loans.

NOTE: Candidates who are permanent in the Associate Housing Development Specialist title or in comparable titles, reachable on Exam # 4122 or Exam # 4570 may be eligible to apply.

NYC residency required or not required

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed to between the City and DC37.

Qualifications

1.A baccalaureate degree from an accredited college or university and three years of full-time satisfactory professional experience in the development, appraisal, financing, negotiation, or disposition of real estate, or in real estate law, or in urban planning or analytical or coordination work related to housing programs; or

2. A four year high school diploma or its educational equivalent approved by a State's Department of Education or a recognized accrediting organization and seven years of full-time satisfactory experience as described in "1" above; or

3.A satisfactory combination of education and/or experience which is equivalent to "1" or "2" above. Graduate study in the field of urban studies, city planning, business or public administration, finance, architecture, engineering or other related fields may be substituted for up to one year of the required experience on the basis of 30 credits equaling one year of experience. Graduation from an accredited law school may be substituted for one year of the required experience. However, all candidates must have at least two years of experience as described above.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.