Community Liaison

City of New York • New York City, NY

20h • Onsite

About The Position

The Office of Constituent Services (OCS) communicates with constituents through more than 4 million phone calls and 300,000 letters and emails. It works collaboratively with DSS program areas to remove potential barriers to services for 1.5 million limited English proficient (LEP) clients, those with disabilities, or in the LGBTQI community. Under the general supervision of the Infoline Central Complaint Supervisor, the Community Coordinator/Community Liaison routes correspondence received and generated from various sources including the Infoline Call Center, elected officials, other local government officials, Access HRA Help Desk, 311 Call Center, NYC.gov, shelter hotline, and the general public. The OCS is recruiting for one (1) Community Coordinator to function as a Community Liaison.

Requirements

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to '1' or '2' above. However, all candidates must have at least one year of experience as described in '1' above.

Responsibilities

• Liaise between DSS programs, community partners, key leaders, and organizations to ensure issues and complaints are addressed in a timely fashion; provide updates on OCS policy and procedures and responds to questions from the community regarding complaints entered in the Intranet Quorum system (IQ).
• Establish and maintain cooperative relationships with community-based organizations and other stakeholders with follow-up calls to constituents and advocates regarding status updates on complaints/inquiries.
• Prepare follow-up correspondence on consumers issues related to DSS benefits and maintain appropriate records.
• Conduct outreach to community-based organizations and advocates; arrange and assist in the preparation and presentation of IQ data; manage projects to improve access that emanate from these meetings.
• Monitor and screen general inquiries for the Access HRA Help Desk, coordinate all incoming and outgoing correspondence from elected officials, other local government officials, the 311 Call Center, NYC.gov, the shelter hotline, and the general public by ensuring that various subject matter gets routed to the appropriate program area for handling.
• Prepare new inquiries by researching demographic data in the Welfare Management System (WMS), gathering data, and printing screenshots.
• Enter inquiries into the Intranet Quorum (IQ) tracking system and submit information for the Central Complaint Intake Supervisor for review and assignment.
• Prepare summary activity reports indicating work assigned to Researchers for submission to the Central Complaint Supervisor using data from the Intranet Quorum system (IQ).
• Supervise Clerical Associates and temp staff, assign daily work, provide training and support on various systems such as IQ and WMS.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees