Customer service training for shelter personnel of the department of homeless services and its contractors.

A Local Law to amend the administrative code of the city of New York, in relation to customer service training for shelter personnel of the department of homeless services and its contractors

This bill would require the Department of Homeless Services to, unless provided otherwise by contract, provide biannual customer service training to all shelter personnel, including employees of a provider under contract or similar agreement with the department, who have direct contact with shelter residents. Such training would include techniques to improve professionalism, increase cultural sensitivity, implement a trauma-informed approach to interactions with shelter residents, and de-escalate conflict.