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Process for OAC staff to report facility or maintenance issues in NYCHA facilities

2:00:03

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Council Member Hudson inquires about the process OAC staff must follow to report facility or maintenance issues in NYCHA facilities. NYCHA representatives explain the procedure and escalation process.

OAC staff call in a ticket to NYCHA's Customer Contact Center (CCC) and receive a number with an appointment date
Property management addresses repairs based on the ticket
If repairs are not addressed on the appointment date, the issue can be escalated to NYC Aging
NYC Aging meets biweekly with NYCHA's Office of Public-Private Partnership staff to address escalated issues
Further escalation to neighborhood administrators and VPs is possible if needed

Crystal Hudson

2:00:03

Okay.

2:00:03

Thank you.

2:00:05

Can you describe the process that OAC staff must go through to report a facility or maintenance issue in a NYCHA facility?

Ukah Busgith

2:00:15

The OAC staff will call in a ticket to, our CCC and given a number with an appointment date.

2:00:23

And if the property management will address those repairs and, if for any reason the repair is not addressed, on the appoint appointment date, then they can escalate it to aging who meets biweekly with our office of public private part partnership staff, and we will, address it with the property management and if necessary, bump it out to our neighborhood administrator and VP.

Crystal Hudson

2:00:48

That sounds sounds like a long process.

Ukah Busgith

2:00:50

Usually, it's, handle handled at the property management level Okay.

2:00:54

Once we escalate it.

Crystal Hudson

2:00:55

Okay.

2:00:56

What determines whether a NYCHA facility related complaint is logged in the older adult center metrics report as required by local law?

2:01:03

And are outstanding complaints logged or only resolved complaints and issues?

UNKNOWN

2:01:08

So the ones that are escalated, there there's tons of tickets, I think, I'm just assuming, that go in and many are resolved.

2:01:14

So we don't we wouldn't log those.

2:01:16

However, the ones that are brought to us for escalation are the ones we log.

2:01:19

And whether they're resolved or not, we we would keep we have a log of those.

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ADA compliance and accessibility of OACs in NYCHA facilities

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Clarity of instructions for OAC staff on which agency handles different types of repairs