Office of Ombudsman - DHS

Department of Homeless Services

Serving New Yorkers with Care & Compassion


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Office of the Ombudsman

The Department of Social Services (DSS) formed the Office of the Ombudsman to assist Department of Homeless Services (DHS) constituents, as well as the public, to access a wide array of information and services. The Office is an independent and impartial unit whose mission is to support individuals and families experiencing homelessness in New York City, assist them on their path to fairer access to essential resources, improve their quality of life while in shelter, and advocate for a meaningful role in the decision-making processes that affect their lives.

The Office is charged with resolving constituent issues and concerns through alternative dispute resolution methods, including mediation services. Experienced Constituent Services Representatives provide effective conflict resolution, and work to ensure fair and equal access to DSS, City, and community-based services and resources. The staff actively engages constituents and empowers them to participate in positive decision-making processes. With the goal of seeking independent and impartial issue resolution, the Office is responsible for:

Providing information and education on homeless services

Providing a supportive client experience through effective and compassionate listening, and timely client-focused case management

Providing general information about ways to contact other City agencies and community services

Addressing unresolved grievances or dissatisfied outcomes

Evaluating and investigating client grievances

Mediation

Strategic data tracking and recommendations to DHS management

The Office of the Ombudsman can be reached by phone at 800-994-6494, or via email at ombudsman@dss.nyc.gov. Calls are answered Monday through Friday between the hours of 9 a.m. and 5 p.m. Constituents are also invited to meet with a Constituent Services Representative, at 109 E 16th Street, 8th Floor, Monday through Friday between the hours of 9 a.m. and 4 p.m.

It is important to note that your case worker or housing specialist should be contacted regarding the inquiries listed below. The Office of the Ombudsman is unable to initiate or make a determination on these types of inquiries.

A request for a transfer to a different shelter.

A request for a housing subsidy voucher.

A request for a reasonable accommodation. Click here to learn more about reasonable accommodation requests.

While constituents always have the option of contacting DSS' Office of the Ombudsman directly, they may also submit a Constituent Grievance Form in writing to their shelter director or shelter case worker, as a way of presenting grievances concerning their receipt of DHS-funded services.

Download the Office of the Ombudsman Brochure

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Download the Constituent Grievance Form in English

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Download the Grievance Review Form in English

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Download the Resources for Survivors of Sexual Assault and Harassment Flyer in English

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Download the Shelter Hotline Flyer in English

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