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Job Description

The New York City Department of Housing Preservation & Development (HPD) promotes 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.

- We maintain building and resident safety and health

- We create opportunities for New Yorkers through housing affordability

- We engage New Yorkers to build and sustain neighborhood strength and diversity

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. To support this important work, the administration has committed $5 billion in new capital funding, bringing the 10-year planned investment in housing to $22 billion the largest in the city’s history. This investment, coupled with a commitment to reduce administrative and regulatory barriers, is a multi-pronged strategy 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 Appeals Operations Coordinator will be a key member of the Division of Adjudications (Division), within the newly centralized Office of Compliance & Risk Management (CRM). The Division consists of the Appeals and the Mitchell-Lama Hearings Units.

- The Appeals Unit conducts federally mandated informal hearings and reviews, which are the mechanisms through which Section 8 and other HPD administrated rental subsidy program participants and applicants may appeal decisions made by HPD’s Division of Tenant & Owner Resources (DTOR) in relation to their participation or application for assistance in the respective rental subsidy program. The rental subsidy programs administered by DTOR includes the Housing Choice Voucher (HCV or Section 8), 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, which provide funding to eligible low-income families for rental assistance toward decent, safe, and affordable housing in a neighborhood of their choice.

- The Mitchell-Lama Hearings Unit tries and settles cases arising from matters lodged by managing agents of housing complexes governed by Mitchell-Lama rules and regulations and helps ensure that building owners and managing agents uphold their obligations under the program. The Division of Housing Supervision, within HPD’s Office of Asset & Property Management (APM), oversees the Mitchell-Lama program, which includes approximately 45,000 units that provide affordable rental and cooperative homeownership opportunities to families with moderate and middle incomes.

Your Impact

As the Appeals Operations Coordinator for the Division, you will bolster effective workflow and communications for the Appeals and Mitchell-Lama Hearings Units to ensure tenant and landlord compliance in their obligations and safeguard the stability and affordability of these important affordable housing resources.

Your Role

Reporting to the Executive Director of the Division, the Appeals Operations Coordinator will liaise with DTOR, Housing Supervision, and other internal and external stakeholders including housing companies, landlords, managing agents, tenants and their representatives, to effectuate timely action on behalf of all parties. The Appeals Operations Coordinator will also take the lead in improving communication between the Division and DTOR regarding the status of tenants and applicants with pending appeals, maintaining communication with housing companies and tenants, and working with legal support and the New York City Law Department to determine the status of related Article 78 proceedings.

The Appeals Operations Coordinator must be extremely detail oriented and able to perform administrative tasks using complex computer software, including various internal and external data tracking systems.

Additional responsibilities include managing special projects, representing the division at both internal and external meetings, tracking and responding to inquiries, and working with the senior management team to implement and maintain best practices within operations.

Key Responsibilities

The Appeals Operations Coordinator is responsible for overseeing day-to-day operations and facilitating efficient and effective workflow and communication between the Appeals and Mitchell-Lama Units, other internal HPD teams, and external stakeholders. Under the direction of the Executive Director, this role will manage data, systems, process, and other operational/logistical support for the Division. The portfolio of data, reporting, and process-driven projects includes, but is not limited to:

- Managing, maintaining and enhancing the existing tracking systems for the Division’s cases by:

o Entering appeals, conference and hearings related data into internal tracking databases on a daily basis

o Coordinating data and system needs within the Division and with other HPD stakeholders as needed, such as HPD Tech, DTOR, APM, and other parts of CRM

o Enhancing integration, communication and synchronization between internal and external stakeholders

o Identifying inefficiencies and redundancies

- Providing day-to-day administrative and operational support by:

o Performing daily data entry including updating internal tracking and other inter-office databases, tracking systems and record-keeping drives and portals

o Assisting in responding to all communications from housing companies, managing agents, appellants, attorneys, representatives or other members of the public, including taking detailed messages, responding to inquiries and the handling of incoming and outgoing mail and emails, including mail distribution, drafting Division notices, and preparing envelopes, labels and mailing affirmations

o Mailing time-sensitive decisions and other Division correspondence as needed

o Maintaining a detailed mailing log

o Requesting information, case files, and other relevant documentation and information from internal and external units in relation to pending cases

o Providing excellent customer service to current and prospective appellants and other program participants and applicants, agency staff and the general public

o Coordinating meetings for the Executive Director, Assistant Commissioner or other Division staff as needed, including reserving conference rooms

- Hearings calendar maintenance:

o Assisting with time-saving and effective docketing of hearings and conferences by prioritizing, assigning and scheduling incoming cases based on hearing officer availability and expertise

o Ensuring proper parties are timely notified of scheduled proceedings

o Reserving hearing rooms as needed

o Ensuring fair and efficient proceedings by overseeing all logistical elements of the appeal process, while adhering to established legal guidelines and procedures

- Develop, track, and enhance performance measures for the Division, encouraging a data- and insights-driven culture to identify challenges/bottlenecks, enhance processes, and inform policies

- Create and issue status reports as needed and utilize data storytelling to communicate insights, trends, etc.

- Ad hoc analysis for the Division as needed

o Ensuring that standard business practices, local administrative policies, and Federal, State and City regulations are applied correctly, uniformly and consistently throughout operations

o Monitoring and analyzing work pipeline, productivity and output quality to optimize Division performance

- Work with teams within the Division to strengthen policies and procedures, employ consistent operations, and incorporate best practices

- Act as a liaison between the Division, and other internal and external partners and stakeholders to address and coordinate operational and policy issues

- Collaborate with program leadership to identify technology needs, opportunities, and challenges to enhance program effectiveness.

Preferred Skills

The ideal candidate has a proven interest in affordable housing and will be an inquisitive problem-solver who is eager to grow into new responsibilities, can understand multiple affordable housing domains, and quickly gain a broad understanding of relevant HPD Divisions, with the following skills:

- Strong communication and interpersonal skills; ability to convey data analysis or other complex concepts to colleagues with a variety or skillsets, strengths, and perspectives

- Ability to multi-task with high volume workload

- Data enthusiast with a passion for using data to improve government processes and services

- Experience with building/managing databases and using Microsoft tools such as Access, SharePoint, Excel, and Word

- Collaborative team player with the ability to also drive things forward independently

- Exceptional project management, organizational, analytical, quantitative and qualitative skills

- Strong attention to detail

COMMUNITY COORDINATOR - 56058

Qualifications

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or

2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or

3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" 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.

Salary Min: $ 72,298.00

Salary Max: $ 72,298.00