§ 21-331 — Customer service training
New York City Administrative Code (current through L.L. 2026/147, enacted September 12, 2026, and amendments effective through October 10, 2026) · NYC Admin. Code § 21-331
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§ 21-331 Customer service training.
a. Definitions. For the purposes of this section, the following terms have the following meanings: Provider. The term "provider" means a person under contract or similar agreement with the department to provide shelter. Shelter. The term "shelter" means temporary emergency housing provided by the department or a provider to homeless adults, adult families, and families with children. Shelter personnel. The term "shelter personnel" means employees of the department or a provider who have direct contact with shelter residents. b. Unless provided otherwise by contract, the department shall develop and provide biannual training to shelter personnel on best practices for improving interactions between shelter personnel and shelter residents. Such training shall include techniques to improve professionalism, increase cultural sensitivity, implement a trauma-informed approach to interactions with shelter residents, and de-escalate conflict. (L.L. 2023/049, 4/16/2023, eff. 8/14/2023)