Deputy Director Of Digital Support

About HPD, the Office of Housing Access and Stability:

The New York City Department of Housing Preservation and Development (HPD) is the nation’s largest municipal housing preservation and development agency. Its mission is to promote 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.

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. HPD is committed to reducing administrative and regulatory barriers and make investments 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 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 Team:

The Division of Budget and Program Operations (DBPO) 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. DBPO 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 DBPO 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 Impact:

The Deputy Director of Digital Operations in the Division of Budget and Program Operations will ensure HAS staff and DTOR clients are provided the necessary support to efficiently and effectively use HAS systems, mitigate issues when and where they arise, and perform other technology related tasks. The Deputy Director will work closely with other teams across HPD to prioritize and resolve issues and communicate clearly to all clients on expectations for resolution. In addition, the Deputy Director will be responsible for ensuring HAS staff have the necessary digital tools, hardware, and devices. The Deputy Director will work with appropriate procurement teams, budget teams, and other stake holders to ensure the Division has sufficient hardware and licenses.

Your Role:

Under the direction of the Director of Analysis and Digital Support, the Division of Budget and Program Operations (DBPO) is seeking a Deputy Director of Digital Operations of a new unit that will support and maintain existing HAS systems. The Deputy Director will establish, staff, and maintain 3 teams – Technical Support, System Administration, and Digital Operations. Each team will have a coordinator to manage program staff.

Your Responsibilities:

The Deputy Director of Digital Operations will establish and manage 3 teams that will provide the following:

- Technical Support team - A Call Center for HAS employees and approximately 55,000+ client landlords, tenants, representatives, and applicants. The call center will provide technical support for new and existing systems. For clients of HAS portals, call center staff will enroll users, guide users on the operation of HAS portals, answer questions on the content of portals, and make referrals where issues arise. For employees, the call center will answer questions on the use of rental subsidy applications, take actions and refer issues where appropriate. The Deputy Director will ensure quality and timely support is provided within expectations.

- System Administration and Onboarding - Administer existing systems. Provide access and make system adjustments for new or departing employees and other changes in HAS personnel rosters. Ensure staff are sufficiently equipped with hardware and system access to work in office and remotely. Advise HAS employees on the best use of existing HAS systems. Maintain and keep systems up to date with policy changes. Answer questions and refer issues where appropriate. Working with appropriate DBPO, PSA and HPDTech staff, strategize and execute short and long term solutions to issues and enhancements in existing systems. The Deputy Director will ensure systems are updated and staff supplied with equipment and access accurately and in a timely manner.

- Digital Operations - Manage and organize the movement of digital images as part of an integration of virtual mail, email, document upload portals and other systems within the digital case file and other future systems. Manage any scanning needs for conversion of paper documents to digital formats. Strategize and execute short and long term solutions for management of paper and digital images. The Deputy Director will ensure documents are processed accurately and timely.

The Deputy Director will also work on special projects, at the discretion of the Director, that further strengthens and enhances the goals and missions of the Office. You will be responsible for staff development, coaching and supporting the professional growth of the members of these teams. The Deputy Director is responsible for fostering a collaborative and inclusive work environment within the teams.

Preferred skills:

• Strong leadership and managerial experience

• Experience managing programs as well as seeking ways to improve programs and procedures

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

• Exceptional presentation and interpersonal communication skills.

• Expertise with implementing new technology solutions, with focus on business needs

• Knowledge of Section 8 and other rental subsidies, and federal, state, and local housing laws and regulations

• Familiarity with HPD systems

COMMUNITY COORDINATOR - 56058