Celebrating Excellence On The Tenant Helpline: Meet Afiya

At the NYC Mayor's Public Engagement Unit (PEU), our team is dedicated to ensuring that every New Yorker has access to the resources they need to thrive. One of the people making a real difference is Afiya Earle , a Specialist on our Tenant Helpline Team. The Helpline supports tenants facing eviction, harassment, and repair issues, connecting them with vital resources to maintain stable housing.

A Calm Voice in a Crisis

When you call the Tenant Helpline, you might be fortunate enough to hear Afiya’s calm and welcoming voice on the other end. Behind that voice is a passionate advocate, always ready to help New Yorkers find stability during their most stressful moments.

Afiya recalls one call that left a lasting impression. A tenant with two young children was on the verge of homelessness after her landlord sold the property and gave her 90 days to leave. She had found a new apartment with the help of a broker, but her CityFEPS housing voucher needed to be updated—and no one was returning her calls.

“She was so stressed,” Afiya says. “She told me, ‘I don’t know what to do. I can’t afford storage, and we’re going to be homeless.’”

Using contacts from a recent training, Afiya escalated the issue by reaching out to two supervisors at HomeBase. To her surprise, one responded within 10 minutes, and by the next day, the tenant had an appointment.

“When I called her back, she said, ‘I don’t know what you did, but I have an appointment in two days.’ She sounded so relieved. That moment stuck with me. It’s these small wins that remind me why I do this work.”

Persistence and Dedication in Action

Afiya’s commitment to resolving tenant issues was evident during a recent workday. While finalizing a report, she took a call from a Spanish-speaking tenant. Immediately, she engaged Language Line for interpretation support. However, technical difficulties caused the call to drop multiple times. Despite the challenges, Afiya persisted—calling back repeatedly until she successfully connected with both the tenant and an interpreter.

After gathering details, Afiya realized the tenant’s case was listed under her mother’s name, making it difficult to locate. Once she found it, she learned that the tenant had agreed to move out by a certain date but had stayed past the deadline. The tenant explained that her new apartment wasn’t ready, but it became clear she needed further guidance and support.

Afiya asked thoughtful questions to understand the full picture:

?? Who was paying the rent?

?? Was the tenant employed?

?? Had the tenant applied for a one-shot deal through HRA?

The tenant had applied but was denied because she wasn’t the primary leaseholder.

Connecting Tenants with Life-Changing Resources

Taking time to address every detail, Afiya provided a wealth of resources to ensure the tenant had the tools to move forward. She shared:

?? Legal services contacts – including Legal Aid Society and NYC Bar

?? Housing support – Catholic Charities in Queens and HomeBase

?? Eviction proceedings info – The Marshal’s office and court contacts

?? Storage options – Guidance on accessing HRA Storage

After the call, Afiya took a moment to explain the one-shot deal program in simple terms:

“It’s similar to a grant designed to help tenants pay overdue rent who may be experiencing extreme financial hardship.”

Her dedication doesn’t end with a single call.

“Most tenants call back to update me on their situation,” Afiya shares. “When they do, I adjust and document these updates in the system.”

Empowering Tenants Through Knowledge

Afiya didn’t expect to end up at PEU, but a referral from her former supervisor led her here. Since joining, she has approached her role with the same dedication and care she brings to everything she does.

“I love helping people understand their options in a clear way. It’s about giving them the tools to help themselves.”

Her work extends beyond phone calls. Afiya also visits low-income housing, ensuring living conditions are safe and connecting residents with additional resources like SNAP and housing vouchers. She collaborates with multilingual teammates to make sure every tenant feels heard and supported.

“There’s no ‘I’ in team,” Afiya emphasizes. “We all rely on each other to make things happen for New Yorkers in need.”

For Afiya, the small moments of gratitude fuel her commitment.

“Sometimes I don’t know how a case turns out, but when tenants say, ‘Thank you, you’ve really helped me,’ it makes it all worth it.”

Thank You, Afiya

Afiya’s dedication, compassion, and persistence make a real difference in the lives of New Yorkers. Her ability to listen, problem-solve, and connect tenants with life-changing resources is what makes the Tenant Helpline Team invaluable.

Thank you, Afiya, for being a lifeline for New Yorkers in need. ??

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