Your guide to NYC's public proceedings.
Q&A
Issues with DYCD's help desk for providers
1:44:51
·
81 sec
Council Member Stevens raises concerns about inconsistencies in DYCD's help desk support for providers. Jeremy Halbridge from DYCD addresses these concerns and explains the current structure of their help desk system.
- Providers report speaking to different staff members each time they contact the help desk
- The help desk is designed to take in questions from anyone and respond as quickly as possible
- DYCD does not give out direct contact information for line staff
- New headcount has been approved by OMB to help address staffing issues
Althea Stevens
1:44:51
One of the criticisms that I even got from the help desk is that one that every time they call they're talking to someone else and so there's been a little bit confusion around there.
1:44:59
Can you talk to me a little bit about some of the issues around the help desk because they said that either they're getting a different person and because a lot of the managers aren't they're only there three days a week, they've been having some issues with consistency.
1:45:57
Well, you know, I'm definitely gonna be on top of them making sure you guys have additional staff from OMB because there's you know, we had an announcement yesterday, so we need more bodies.
1:46:06
Yes.
1:46:06
So we're probably gonna need more than what they approved already.
1:46:09
So don't worry.
1:46:09
I'm on it.
Jeremy Halbridge
1:45:12
Thank you for the question, Chair Stevens.
1:45:14
That's not something I've heard before, though it's not a surprise that with how we're structured.
1:45:20
The help desk is designed to take in questions from anyone and everyone and respond as quickly as possible.
1:45:26
We do not give out line staff direct information.
1:45:30
We bring it in.
1:45:31
We respond as we can.
1:45:33
To your point about managers only being in maybe in office three days a week, certainly, but they are working five days a week.
1:45:42
And as Executive Director Sudio mentioned, we recently got new head count approved by OMB within the last month and so we're actively working to bring those bodies on board and apply them across all of the units that are relevant.
1:46:10
Appreciate your advocacy as always.