Q&A
Tenant notification systems and communication effectiveness
2:04:04
·
3 min
Council Member Banks inquires about NYCHA's tenant notification systems for heating outages and other issues, as well as how the authority verifies and tracks the effectiveness of its communication efforts. NYCHA officials explain their current practices and limitations.
Key points:
- NYCHA uses a robocall system to notify residents of heating outages and restorations
- The authority can track data on robocall pick-up and answer rates
- NYCHA is open to exploring other communication platforms, such as text messaging
- There is uncertainty about notification requirements and processes for RAD/PACT developments
Chris Banks
2:04:04
K.
2:04:05
Tenant Outreach.
2:04:08
When starting it or finishing certain projects such as nitro centralized, robocore system for heating outages, how do you notify nitrotenants?
Brad Greenburg
2:04:21
You're asking if there's an outage, how do we notify Resideo.
2:04:25
So there's a requirement in the agreement around notifications happening via robocall, which we do.
2:04:29
It it automatically triggers a robocall once an outage has been confirmed.
2:04:34
That goes to the residence in the impacted units.
2:04:36
So sometimes an outages aligns, sometimes it's a building, sometimes it's like certain buildings.
2:04:41
So it depends on kind of how we validate the outage, and then that will generate robocalls automatically that go out from the from the system.
2:04:49
Informing them of the outage.
2:04:51
Also, once the outage has been restored, we check apartments before we say that it's been restored, but we do wanna make sure anybody that had the outage can still put in a ticket if they still feel like they don't have heat service even after we've restored the boiler.
2:05:04
So we have an IVR system that has an outbound call that goes to residents that has them have the opportunity to give to create another work order if they need to to say, hey, I still don't have heat.
Chris Banks
2:05:15
And also to as far as communicating to residents or the tenants that are in a RadTech converge converted developments.
2:05:24
Is the authority monitoring when those scenarios take place?
2:05:33
Particular outage in the building, what's being done?
2:05:36
What is the the the the lit degree of of oversight or monitoring or engagement of nitrile when it comes to the RadPack?
Brad Greenburg
2:05:44
It's a good plan.
2:05:44
I'm not sure what the notification requirements are for outages at Apache.
2:05:48
I'm sure obviously, they have different data systems, so we we can look into that.
Chris Banks
2:05:52
No.
2:05:53
So you're saying there's a
Brad Greenburg
2:05:55
I honestly don't know.
Chris Banks
2:05:56
You don't know.
2:05:57
Okay.
Brad Greenburg
2:05:57
I don't know what notifications they how they distribute notifications.
Chris Banks
2:06:00
I mean, but I mean, so they're not reporting to you.
Brad Greenburg
2:06:06
It's not me personally.
Chris Banks
2:06:06
So you're not in the you're not in the mix if a but there's an outage of any sort and a Rad Pak development Oh, and a bill you're not they they don't report to you.
2:06:18
We do get a report
Darren Sealy
2:06:19
in there.
Brad Greenburg
2:06:19
That the outage occurred.
2:06:20
I don't know how they notify residents and what their process is.
2:06:23
For another resident, an outage has occurred.
2:06:25
So we can look into that.
Chris Banks
2:06:27
Well, that particular process, you you you know you don't know.
Brad Greenburg
2:06:30
Okay.
2:06:31
I personally don't know.
Chris Banks
2:06:32
So who would who would know?
2:06:34
What
Brad Greenburg
2:06:35
someone from our real estate department and the asset management team, which are they're not here today.
2:06:38
So we but we can definitely look into it.
Chris Banks
2:06:40
Okay.
2:06:43
How do you verify what the tenants receive, the messaging, and do you track the participation and responsiveness of the out outreach efforts?
Brad Greenburg
2:06:56
We can
Chris Banks
2:06:56
Wouldn't I true?
Brad Greenburg
2:06:57
We can check data on the robocall, how many people picked it up, and how many people answered it.
2:07:03
But it is hard to measure sometimes whether people have heard the alert.
Chris Banks
2:07:07
Would you say they're effective in this particular?
Brad Greenburg
2:07:11
I have a lot of residents that complain to me about how many robocalls they get, so I think so.
2:07:16
But I don't know that it's you know, I think a lot of us are trying to study other communications platforms.
2:07:20
Some folks use text messaging at night shift, which maybe is a better one, but we're always open to feedback.
