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

NYC Department of Housing Preservation & Development; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

NYC Department of Housing Preservation and Development is seeking a Digital Support Specialist to ensure timely and accurate information is relayed to landlords, tenants, applicants, and HPD staff. You will help users access HPD systems, route documents, and process digital and paper records, while supporting program operations and system deployments.

The role emphasizes strong communication, active listening, and multi-channel support within the Office of Housing Access and Stability, with

Qualifications

• High school graduation or equivalent and three years of experience in community work or related duties.
• Education or experience equivalent to the above qualifications.

Responsibilities

• Provide support to HAS employees and clients via voice, email, chat and telephone support lines and provide accurate, satisfactory answers.
• Provide guidance, open tickets, and referrals on behalf of clients and employees.
• Review client accounts to provide accurate updates.
• Prepare and send appropriate correspondence and track responses.
• Assist with routing documents to corresponding units and managing the virtual mail room.
• Perform routine system administrative functions including account setup, password resets, file processing, and report distribution.
• Track issues, document resolutions, and produce reports.
• Monitor email accounts and digital documentation systems and make adjustments as necessary.
• Document case files and upload records to digital storage and other systems.
• Convert paper documents into digital equivalents.
• Liaise with other units to resolve issues and address client concerns.
• Participate in deployment and support of new systems.
• Work independently or as part of a team and attend mandatory trainings.

Skills

Communication

Call center

Active listening

Fast-paced work

Time management

Customer service

Computer skills

Troubleshooting

Bilingual EN/ES

Rental subsidy

Education

High school diploma or equivalent

Job description

About The Agency

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

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 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 voice, email, chat 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 client accounts 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, digital documentation systems, and make adjustments and referrals where necessary.
• Document case files and electronic records, file preparation and upload to digital file storage and other systems.
• Convert paper into digital equivalent.
• Liaise with other units and offices to resolve issues and ensure clients concerns are addressed.
• Participate in the deployment and support of new systems.
• Work independently or as part of a team.
• 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
• Great active listening skills
• Comfortable working in a fast- paced environment
• Strong time management and organization skills
• Strong Customer Service Focus
• Computer Proficiency
• Great active listening skills
• Excellent troubleshooting skills
• Bilingual English / Spanish a plus.
• Rental Subsidy experience a plus.

COMMUNITY ASSOCIATE - 56057

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.

Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.

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.

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.