Nicole Potes

District Office & Constituent Services Director
I served as the manager of the Council Member’s district office and oversees all constituent services, community operations,
and district-based initiatives. In this position I'm responsible for ensuring that residents receive exceptional service, constituent issues are resolved efficiently, and the district office operates effectively on a daily basis.
As the Director I lead the district office team, manage constituent casework systems, coordinate district events and community engagement efforts, oversee office operations and inventory.
I am highly organized and solutions-oriented, politically aware, and committed to providing outstanding public service.
Key Responsibilities
● Direct the day-to-day operations of the district office.
● Supervise and manage district office staff, including Constituent Liaisons, Community Associates, interns, and other assigned personnel at the discretion of the Council Member
● Establish performance expectations, assign responsibilities, and conduct regular staff check-ins.
● Maintain office procedures that promote efficiency, accountability, and exceptional constituent service.
● Oversee district office inventory, supplies, equipment, technology, and operational needs.
● Ensure proper maintenance of office records and compliance with City Council administrative policies.

Constituent Services & Case Management
● Oversee all constituent casework from intake through resolution.
● Ensure timely responses to constituent inquiries and agency follow-up.
● Monitor case management metrics, timelines, and service standards.
● Review escalated or complex constituent cases and determine appropriate intervention strategies.
● Identify systemic issues impacting residents and recommend policy or legislative solutions when appropriate.
● Maintain accurate records in the Council’s case management system.
● Ensure constituent confidentiality and professionalism at all times.

Team Leadership
● Directly supervise a team of 2–4 constituent services staff members at the discretion of the Council Member.
● Assign and delegate constituent cases, outreach assignments, and district projects.
● Monitor workload distribution and ensure accountability across the team in conjunction with the Council Member.
● Conduct regular team meetings to review priorities, challenges, and performance.

Community Engagement & District Operations
● Oversee district office participation in community meetings, local events, resource fairs, and neighborhood initiatives.
● Coordinate office outreach for community events
● Maintain relationships with community boards, civic associations, nonprofits, schools, NYCHA developments, houses of worship, and local stakeholders.
● Monitor emerging neighborhood issues and identify opportunities for proactive engagement.

• Handled calls, emails, letters, and visits from constituents seeking assistance and addressed issues with relevant city agencies or service providers by phone, email, or letter.
• Followed up with relevant city agencies or service providers to track progress and ensure timely resolution of constituent issues.
• Maintained up-to-date records on all cases by entering them into Council Connect, a Council-wide constituent service database.
• Maintaining up-to-date records on all cases by ensuring that cases are entered into Council Connect a Council-wide constituent service database.
• Identify and craft communications for district-wide emails regarding relevant district information, community updates, constituent service stories, and identifying issues worthy of individual pitching.
• Attended community meetings to engage with constituents and gather feedback.
• Represented the Council Member at public events.
• Monitored active constituent casework to track progress and identify challenges., aggregating results and challenges, and discerning trends that warrant coordinated multi-team responses, including strategies, projects, or events that respond to constituent needs.
• Crafted communications for district-wide emails on relevant information, community updates, and constituent service stories, highlighting issues for targeted outreach.
• Attended community meetings and events as a representative for the office.
• Collaborated with teams to flag constituent service concerns and requests to the Legislative & Budget Director for policy-making and advocacy, developing in-person and digital strategies to engage constituents.