Digital Support Specialist for the Division of Budget and Program Operations

About HPD: The New York City Department of Housing Preservation (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.

Your Team: The Office of Housing Access and Stability (“HAS”) consists of the divisions of Housing Opportunity, Tenant and Owner Resources, Housing Stability, Budget and Program Operations, and Program Policy and Innovation. The mission of the office is to ensure fair, efficient, and transparent access to affordable housing. The Office provides subsidies, placement services, and tools that connect New Yorkers to affordable housing and ensures vulnerable households in subsidized housing have the support they need to be safely housed. Housing Access is committed to expanding housing choices, affirmatively furthering fair housing, and stabilizing the financial health of buildings.

Your Impact: The Division of Budget and Program Operations (BPO) within the Office of Housing Access and Stability provides support services to the Division of Housing Opportunity, Division of Tenant and Owner Resources, the Division of Housing Stability, and the Division of Policy and Program Innovation. BPO assists with monitoring and supporting program budgeting and planning, including both staffing and procurement support. The Division also manage the Housing Quality Enforcement and related inspection functions for the Office. In addition, the BPO team coordinates technology initiatives and analytics across the Office in coordination with key technology stakeholders across the agency, providing support on key systems to internal and external stakeholders.

Your Role: The Digital Support Specialist will be responsible for ensuring that timely and accurate information is relayed to landlords, tenants, applicants, HPD employees and other users of HPD systems; that clients and staff have access to HPD systems; that digital and paper documents and emails are processed and routed appropriately.

Your Responsibilities: The Division of Budget and Program Operations is seeking a Digital Support Specialist to:

• Provide support to HAS employees and clients, landlords and portal users via dedicated email and telephone support lines and provide accurate, satisfactory answers to their inquiries and concerns.
• Provide guidance, open tickets, and make referrals on behalf of clients and employees.
• Review clients account in order to provide them with accurate updates.
• Prepare and send appropriate correspondence as well as track responses.
• Assist with reviewing email accounts and virtual mail room in order to route documents to corresponding units.
• Perform routine system administrative functions including setting up or updating accounts; password resets; transmitting, downloading, processing of files; and distributing reports.
• Track issues, document resolutions, and produce reports.
• Monitor email accounts, network folders, and digital documentation systems, and make adjustments and referrals where necessary.
• Document case files and electronic records, file preparation.
• Convert paper into digital equivalent.
• Participate in the deployment and support of new systems.
• Work independently or as part of a team.
• May perform community outreach to assist Section 8 participation.
• May perform administrative work in relation to records, files, invoices and reports including data entry and logging.
• Attend mandatory trainings.
• Assist on special projects as assigned by the supervisor or manager.

Preferred Skills:

• Excellent Communication Skills (both orally and in writing)
• Call center experience a plus
• Great active listening skills
• Comfortable working in a fast-paced environment
• Strong time management and organization skills
• Excellent troubleshooting skills
• Bilingual English / Spanish a plus.

Authorization to work in the United States is required for this position. The NYC Department of Housing Preservation and Development does not provide sponsorship for international employees for visa applications, extensions, or status changes, including H-1B visas. Applicants are responsible for ensuring that they meet all qualifying requirements for this position at the time of application.

Minimum Qualifications

Qualification Requirements

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
• Education and/or experience which is equivalent to "1" above.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.