Deputy Director

City of New York•New York City, NY

About The Position

The Deputy Director of the Provider Inquiry Unit (PIU) assists the Director in managing the unit’s daily operations. PIU provides information, technical assistance, and problem resolution to child care providers, families, community partners, and government agencies regarding child care subsidy services and provider enrollment activities. The Deputy Director oversees staff responding to inquiries about child care enrollment, attendance reporting, provider payments, licensing updates, enrollment adjustments, capacity issues, and other operational matters. The role serves as a liaison between the Administration for Children's Services (ACS), the Human Resources Administration (HRA), the Voucher Payment Unit (VPU), YMS Management, and other internal and external stakeholders to support accurate and timely resolution of provider and family concerns. The Deputy Director exercises independent judgment in managing staff, resolving escalated issues, implementing operational improvements, monitoring performance outcomes, and ensuring compliance with agency policies and procedures. The position also oversees daily operations of the Child Care Reception Desk.

Requirements

A baccalaureate degree from an accredited college.
Two years of full-time satisfactory experience in social casework.
At least one year of the required social casework experience must have been in a supervisory capacity.

Responsibilities

Assist the Director in overseeing all daily operations of the Provider Inquiry Unit.
Ensure timely and accurate resolution of provider, family, and stakeholder inquiries.
Manage workflow, staffing assignments, and service coverage to maintain unit performance standards.
Develop and implement operational procedures to improve efficiency and customer service.
Monitor inquiry trends and recommend operational improvements.
Ensure providers receive assistance with enrollment adjustments, attendance reporting, capacity issues, licensing and permit updates, change-of-address requests, payment inquiries, provider enrollment requirements, and required forms and documentation.
Ensure enrollment records are accurately modified and corrected to support proper child care payment processing.
Monitor system updates and data integrity to ensure compliance with program requirements.
Review complex enrollment and payment issues requiring management intervention.
Serve as a liaison between multiple agencies and stakeholders.
Oversee daily operations of the Child Care Reception Desk.
Ensure reception staff provide professional, customer-focused service to providers, families, and visitors.
Establish procedures for handling walk-in inquiries and escalated concerns.
Monitor customer service performance and implement corrective actions when necessary.