Appeals Operations Coordinator, Division of Adjudications

About the Agency:

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.



Your Team

The Appeals Operations Coordinator will be a key member of the Division of Adjudications, within the newly centralized Office of Compliance & Risk Management (CRM). The Division of Adjudications 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/applicants may appeal decisions made by the programs in HPD’s Division of Tenant & Owner Resources (DTOR). DTOR administers rental subsidy programs such as Housing Choice Voucher (HCV), 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. The Division of Housing Supervision, within the Office of Asset & Property Management (APM), oversees the Mitchell-Lama program, which includes approximately 45,000 units, provides affordable rental and cooperative homeownership opportunities to families with moderate and middle incomes.

Your Impact

As the Appeals Operations Coordinator for the Division of Adjudications, 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, the Appeals Operations Coordinator will liaise with DTOR, Housing Supervision, and other internal and external stakeholders including housing companies, landlords, and managing agents to effectuate timely action on behalf of tenants and Agency. The Appeals Operations Coordinator will take lead in improving communication with DTOR regarding the status of tenants in termination proceedings, maintaining communication with housing companies and tenants, working with legal support to determine status of Article 78 proceedings, and communicating with DTOR regarding restoration process and voucher status of tenants.

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

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 facilitate efficient and effective workflow and communication between internal HPD teams and external stakeholders. Under direction of the Executive Director, this role will manage data, systems, process, and other operational/logistical support to the Division of Adjudications. The portfolio of operational, data, reporting, and process-driven projects includes, but is not limited to:

• Provide day to day administrative and operational support by:
• Perform data entry, updating internal tracking and other inter-office databases and tracking systems and record-keeping drives and portals
• Assist in responding to all aspects of mailing and correspondence from appellants, attorneys, representatives or other members of the public, request information, casefiles and other relevant documentation prior to hearings and conferences for internal and external units.
• Provide customer service to current and prospective appellants and other program participants or applicants, agency staff and the general public via phone calls and written correspondence for in-person, phone, or virtual hearings and conferences
• Scheduling and coordinating hearing rooms, meetings, appointments for the Executive Director, Director and other staff.

• Maintain Hearings calendars:
• Assist with time-saving and effective docketing of hearings and conferences, assign cases, prioritize and schedule incoming cases, hearing related correspondence, document and witness collection, and recordkeeping,
• Coordinate hearing dates and times, including notifying parties involved, reserving hearing rooms, and managing calendars.
• Ensure fair and efficient proceedings by overseeing all logistical elements of a hearing process, while adhering to established legal guidelines and procedures.

• Manage, maintain, and enhance the existing tracking systems for Adjudications cases.

o Correspond and enter appeals and hearings related data into internal tracking databases
o Coordinate data and system needs within the division and with other stakeholders as needed such as HPD Tech, DTOR, APM, and other parts of CRM.
o Enhance the integration, communication and synchronization between internal and external stakeholders
o Identify inefficiencies and redundancies
o Act as a liaison between the Division and internal staff, and other internal and external partners and stakeholders to address and coordinate operational and policy issues.
- 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.
o Issue monthly status reports
o Create dashboards and utilize data story-telling to communicate insights, trends, etc.
o Ad hoc analysis
o Monitoring and analyzing work pipeline, productivity and output quality to optimize Division performance

• Project manage the implementation of data driven-operations and provide technical assistance to staff as needed

o Build strong relationships and work closely with staff to understand their data, operations, strengths, and challenges
o Understand and map processes
o Identify potential process or system interventions

• Work with teams within the Division to strengthen policies and procedures, employ consistent operations, and incorporate best practices. Update existing and create new standard operating procedures.

o Ensure standard business practices, local administrative policies, and Federal, State and City regulations are applied correctly, uniformly and consistently throughout operations.
o 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
• Collaborative team player with the ability to also drive things forward independently
• Exceptional project management, organizational, analytical, quantitative and qualitative skills

Please submit a cover letter as part of your application.

COMMUNITY COORDINATOR - 56058