Digital Support Supervisor for the Division of Budget & Program Operations (City HAP Program)

About The Agency:
The Department of Housing Preservation and Development (HPD) oversees housing standards across all 3.7 million homes in New York City.

As the nation’s largest municipal housing agency, HPD is responsible for building and preserving affordable housing, protecting tenants from harassment and displacement, and holding landlords accountable across the five boroughs. Under Commissioner Dina Levy and the Mamdani Administration, HPD is pursuing an ambitious housing agenda focused on the needs of New York’s tenants. With a broad set of tools including standards enforcement, tenant resources, and the creation of new affordable housing, HPD is committed to making New York City a more affordable place for renters and homeowners alike.
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.

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 manages 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 Impact:
The City Housing Assistance Program (CHAP) is a city funded rental assistance program administered by the New York City Department of Housing Preservation and Development (HPD). The program provides rental assistance to low-income households with incomes at or below 50% of Area Median Income (AMI) who are at risk of homelessness, including eligible rent-stabilized households facing eviction for nonpayment of rent and certain households residing in shelter who do not qualify for existing rental assistance programs. CityHAP helps eligible households maintain stable, permanent housing by subsidizing their rent, with the household generally contributing 30% of its adjusted monthly income toward rent. The program provides targeted assistance to New Yorkers facing housing instability while helping preserve rent-stabilized housing and prevent homelessness.
Your Role:
The Digital Support Supervisor 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 Supervisor 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 Supervisor will be responsible for ensuring HAS staff have the necessary digital tools, hardware, and devices. The Supervisor will work with appropriate procurement teams, budget teams, and other stake holders to ensure the Division has sufficient hardware and licenses.
Your Responsibilities:
Under the direction of the Deputy Director of Digital Support, the Division of Budget and Program Operations (BPO) is seeking a Supervisor of Digital Support that will support and maintain new and existing HAS systems. The Supervisor of Digital Support will establish, staff, train, and maintain a team that will provide the following:
-Technical Support - 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 voice, text, email and chat questions on the use of rental subsidy applications, take actions and refer issues where appropriate. The Supervisor will ensure quality and timely support is provided within expectations.
-System Administration and Onboarding - Administer new and 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 Supervisor 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 paper, virtual mail, email, document upload portals, and other digital documents with HPD’s digital case files, and other future systems. Manage any scanning needs for conversion of paper documents to digital formats. Execute short- and long-term solutions for management of paper and digital images. The Supervisor will ensure documents are processed securely, accurately, and timely.
The Supervisor will be responsible for staff development, coaching and supporting the professional growth of the members of this team. You will train and develop training materials, assign work, set and monitor performance targets. The Supervisor is responsible for fostering a collaborative and inclusive work environment within the team. The Supervisor will also work on special projects, at the discretion of the Deputy Director, that further strengthens and enhances the goals and missions of the Office.
Preferred skills
- Strong leadership and managerial experience
- Experience managing a call center
- Exceptional 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 rental subsidies, and federal, state, and local housing laws and regulations
- Familiarity with HPD systems.
- Strong Customer Service Focus
- Bilingual a Plus
COMMUNITY COORDINATOR - 56058

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.

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.