Constituent Communications Supervisor

City of New York•New York, NY

About The Position

APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE The External Affairs division of DSS tells the story of how our agency, comprised of over 16,000 dedicated individuals, is proudly fighting poverty and homelessness, with care and compassion, every single day. We do this by engaging New Yorkers in multiple ways. From advertisements on the streets and in the subways, to the responsiveness of our call center operators, we bring every program, every resource, every employee’s hard work to bear in telling our story. The work we do isn’t easy. New Yorkers come to us in their times of need, seeking assistance to put food on the table, access basic health care, or get a roof over their heads. We know our staff helps people navigate some of life’s most challenging circumstances, and our job is to share with the outside world how our work makes an impact. Office of Constituent Services (OCS) connects New Yorkers in need with vital services and programs through call centers and other information. Under general direction of the Director of Intake, with wide latitude for the exercise of independent initiative and judgment, the Intake Supervisor ensures that inquiries from 311, NYC.gov, Constituent Affairs mailbox, US mail and facsimiles are triaged and routed to the appropriate program areas for resolution. The Intake Supervisor utilizes the Intranet Quorum (IQ) database to generate customized reports of constituent complaints and inquiries that come from the Mayor's office, Commissioners office, Elected Officials and other agency programs. The Office of Constituent Services (OCS) is recruiting one (1) Principal Administrative Associate III to function as a CONSTITUENT COMMUNICATIONS SUPERVISOR, who will:

Requirements

A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Responsibilities

Ensure inquiries from the Mayor's office, 311, NYC.gov, Constituent Affairs mailbox, US mail and facsimiles are triaged and routed to the appropriate program areas for resolution daily. Determine sensitive and high-priority cases, flags and routes to the responsible program area; 'tracks and monitors responses for timeliness according to mandated timeframes; assigns inquiries to staff.
Distribute reports to the Executive Director, Director and floor managers responsible for ensuring the cases are processed correctly. Sends report to the Mayor's office showing that responses were completed.
Liaise with the Mayor's Office and other program areas to share and receive information regarding client correspondence and case status/resolution and reports of what is outstanding. Follows up with the program areas to ensure responses were sent out; attaches a copy of the response in IQ and closes out the case.
Supervise data collection and ensures that all data entered into DSS/HRA applications, primarily Intranet Quorum (IQ), are executed in a standardized and consistent manner; identify areas of inconsistency in the data that allude to either application errors or user errors; make appropriate recommendations.
Oversee staff and review work assignments, annotate daily attendance log and enforces time and leave procedures; provide coaching and guidance on difficult matters; and realign staffing assignments as necessary; complete annual performance evaluations for subordinate staff.
Provide coverage monitoring the NICE CXone (IVRS) system to ensure agent schedule adherence.
Monitor and maintain correspondence sent through Deputy Commissioner, advocate groups and other internal units.
Serve as a back-up for sending standard and interim responses letters to the Constituents for the status of their inquiries; work on special projects and assignments as needed.
Provide daily and weekly reports to the Executive Director and managers on the number of calls taken by each researcher and the number of correspondences assigned.
Conduct monthly unit meetings with staff members.
Back-up City Time liaison.
Report on daily attendance; check voicemails and annotates attendance log (back-up).