Q&A
Improvements in governance, ethics, and accountability
1:33:47
·
142 sec
Council Member Banks inquires about NYCHA's efforts to improve governance, ethics, and accountability following recommendations from the outgoing monitor. Brad Greenburg discusses the measures taken to enhance staff responsibility and customer service.
Key points:
- NYCHA has implemented new protocols to identify staff not following proper procedures
- Risk-based data analytical tools and an investigation team are used to ensure accountability
- Efforts are underway to rebuild NYCHA's culture and improve staff training on management skills and customer service
Chris Banks
1:33:47
Okay.
1:33:48
Hopefully, we'll get some more feedback on that.
1:33:51
In the final report, the outgoing monitor outlined in need to improve 3 pillar areas, governance, ethics, with value based compliance and accountability.
1:34:03
What work has been done thus far to improve these areas, and what plans do you have to force the culture and responsibility for nature?
Brad Greenburg
1:34:15
That's a great question.
1:34:17
I think that was a very insightful report from the last monitor team.
1:34:22
I think we've built a lot in the last few years to try to make sure our staff understand the responsibility of being a nitrile employee and what it means to be a nitrile employee and having good values around customer service.
1:34:33
But, obviously, there's a lot more work to do in that area.
1:34:37
You know, in these focus areas, we have very specific ways now of identifying staff who are not following the proper protocols.
1:34:45
Which are using risk based data analytical tools and an investigation team and making sure we identify folks.
1:34:52
And I think we do have senior leadership buy in to hold people accountable who are not doing things properly.
1:34:59
But it is a daily task to make sure we kind of rebuild the culture to to meet that moment.
Chris Banks
1:35:05
Is there anything you are doing to to position NICE's response more towards a proactive pre exemption or remediation?
Brad Greenburg
1:35:20
For something in particular for, like, staff accountability?
1:35:24
Or
Chris Banks
1:35:25
Yes.
Brad Greenburg
1:35:27
I think, yeah, we we are trying to be more proactive.
1:35:30
I'll say we've got a really good effort or underway to kinda rebuild our trainings around management skills and customer service and software skills too.
1:35:40
And also providing more up to date training on just how to adhere to the updated procedures we've built over the last few years.
1:35:50
So once our staff is really trained on that and understand what it means to be a nitrile employee, and how you present yourself and and how to manage staff, I think will be will be much better off.
1:36:01
And that is the most proactive thing you can do is to make sure our managers and our employees know the expectations of them through really good training.
1:36:08
Okay.
