Chair Hudson questions DHS on IQ complaint system categories
Hudson asks about complaints entered into the IQ system. DHS provides FY26 number 31,620 and categories including bed losses, transfers, reasonable accommodations, discrimination, assault, harassment, physical, rehousing, and staff-client interactions.
And I have a
About five questions remaining before we go to public testimony.
I know there are lots of folks who've been waiting patiently, and thank you for your patience.
Sorry?
Oh.
I didn't see it, so apologies.
Intranet Quorum, or IQ, is the web-based application designed to process, monitor, track, and resolve complaints initiated by DHS clients through the NYC 311 telephone hotline
complaints, walk-in complaints, and mayoral or elected official referrals.
How many complaints were entered into the IQ system in FY25, and what category were the complaints, whether emergency, danger, urgent building, or other?
Thank you.
And just realizing in reviewing this, I have FY26 information, so apologies.
Not responsive to the question about 25.
Okay, no problem.
31,620.
And the categories are bed losses, transfers, and reasonable accommodations is one category.
Do you want the associated number of?
Complaints?
We'll just give you the categories.
Yes.
Discrimination, assault, and harassment.
Other.
Other case specifics.
Physical.
Rehousing.
And staff-client interactions.
Okay, thank you.
What is required for a complaint to be deemed resolved?
The shelter director must respond with the appropriate next step.
So either they are reporting out that they have done something to resolve, met with the client, followed up with a landlord on a housing package, or what they're going to do.
I'm going to meet with the client and report back to DHS about the interaction.
And what is the average number of days from receiving a complaint to its resolution?
Five days.
Thank you.