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About the Role
The Customer Information Representative (CIR) is the primary point of contact between the Emergency Communications Center (ECC) and NYCHA's Emergency Management & Services Department (EMSD) field maintenance teams. This role ensures that all maintenance-related incidents, service requests, and emergencies are logged, prioritized, and dispatched accurately, facilitating efficient and safe work for maintenance crews.
Responsibilities
- Receive maintenance service requests and emergency notifications via Maximo internal system and supervision instruction/directives.
- Accurately capture incident details on productivity sheets, including location, hazard type, and disposition.
- Assign work orders to the correct maintenance unit based on location, availability, and urgency level.
- Dispatch work to field crews using ECC-approved protocols and priority codes.
- Serve as the communication hub between the ECC and EMSD field maintenance staff.
- Relay critical updates, special instructions, and safety advisories in real time.
- Confirm crew arrival, progress, and job completion, updating records accordingly.
- Maintain real-time status of all active work orders and emergency repairs.
- Log start times, completion times, and any delays or resource needs.
- Capture before-and-after conditions reported by the field, questioning teams if information is not provided.
- Escalate unresolved or recurring issues to the ECC Supervisor.
- Ensure that productivity sheets are completed in full.
- Use clear, concise language with maintenance staff, avoiding unnecessary jargon.
- Confirm understanding of work assignments before ending communication.
- Maintain a professional and composed tone during high-pressure events.
- Stay logged into Maximo dispatch system while on duty, periodically refreshing system for updated queries searches.
- Keep radio channels monitored and ready for priority calls.
- Ensure all dispatch equipment is functional before and during the shift.
Requirements
- Must have permanent civil service status in the title of Customer Information Representative.
- Candidates eligible for the 55-a Program should indicate this in their cover letter.
- Interagency transfers into NYCHA are not permitted if there is an active NYCHA promotion or preferred list for the same title.
- NYCHA employees must have served one year at their current location and in their current title and level (if applicable) to apply for a transfer opportunity.
- A baccalaureate degree from an accredited college or university.
- An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases, and information technology systems for researching answers in a customer service, help desk, or public information capacity.
- A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience responding to inquiries utilizing computers, databases, and information technology systems for researching answers in a customer service, help desk, or public information capacity.
- A satisfactory combination of education and experience.
- Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases, and information technology systems for researching answers in a customer service, help desk, or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the required experience.
- College credit may be substituted for experience on the basis of 30 semester credits for each year of the required experience.
- All candidates must possess a four-year high school diploma or its educational equivalent.
- To be eligible for Assignment Level II, candidates must have one additional year of satisfactory full-time experience as described above.
- To be eligible for Assignment Level III, candidates must have two additional years of satisfactory full-time experience as described above.
Skills
- Incident Intake & Dispatch
- Field Communication
- Incident Tracking & Documentation
- Standards of Communication
- Readiness & System Management
- Maximo internal system
- Computer utilization
- Database utilization
- Information technology systems
- Customer service
- Help desk operations
- Public information capacity
- Radio communication
Location
- New York City
Work Type
- Full-time
Experience Level
- Entry Level
- Associate
- Mid-Level
Education Level
- Associate Degree
- Bachelor's Degree
- High School Diploma
Salary/Compensations
- USD 43477 - USD 70085
Benefits
- Choice of medical coverage plans
- Deferred compensation plans
- Defined pension benefit plan as a member of the New York City Employees' Retirement System (NYCERS)
About the Company
- NYCHA’s Emergency Management & Services Department (EMSD) is responsible for preparing, supporting, and responding to all emergencies and hazards that could impact essential services and daily operations, including large-scale disasters.
- EMSD cultivates a comprehensive preparedness framework through planning, training, and exercises to minimize vulnerabilities and foster resilience among NYCHA's residents, staff, and stakeholders, aiding in recovery from potential disruptive events.
- EMSD coordinates after-hour operations, serving as NYCHA's 24/7 emergency operations to ensure continuous support beyond daytime staff hours.
- Agency: NYC HOUSING AUTHORITY
Equal Opportunity
- 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.