Director Of Concierge And Customer Service
About The Position
The Human Resources Administration (HRA) is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. As the largest local social services agency in the country, HRA helps more than three million New Yorkers annually through the administration of more than 15 major public assistance programs. Housing Services Administration is a division of New York City’s Department of Social Services that oversees housing stability and rehousing efforts. HSA administers rental assistance, housing supply, and placement programs to help individuals and families exit shelter, prevent homelessness, and secure safe, affordable housing across the city. The Human Resources Administration (HRA) is recruiting for one (1) Administrative Director of Social Services NM-II to function as a Director of Concierge and Customer Service, who will: - Lead and manage the daily activities of three managers, one supervisor, and their concierge and customer service teams. - Oversees the selection and engagement of shelter sites for the Concierge Program. - Monitor program operations across 30-day cohorts by managing weekly activities designed for the Concierge Program. - Supervises concierge and customer service staff, and ensures effective performance tracking, reporting, and continuous quality improvement across all rehousing initiatives. - Develop strategic goals and priorities to enhance the effectiveness of rehousing services across customer service and concierge teams. - Deliver expert guidance and training on housing policies, client assessment techniques, and referral processes to customer service and concierge teams. - Oversee the development and execution of rehousing plans, ensuring timely and accurate rental assistance applications. - Manage special projects to enhance operational efficiency and recommend policy improvements. - Manage a team of customer service agents responsible for answering daily calls related to the rehousing process, including rental assistance packages, unit inspections, and voucher inquiries. Provide support to a diverse range of stakeholders, including shelter clients, staff, advocates, landlords, and brokers.
Requirements
- APPLICANTS MUST BE PERMANENT IN THE ADMINISTRATIVE DIRECTOR OF SOCIAL SERVICES CIVIL SERVICE TITLE OR BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGE OR BE REACHABLE WITH THE SCORE OF 100 ON THE OPEN COMPETITIVE ADMINISTRATIVE DIRECTOR OF SOCIAL SERVICES EXAM (# 1121)
- 1. A baccalaureate degree from an accredited college or university and four years of progressively responsible experience, including one year at the administrative or managerial level in a large governmental agency, business firm, civic or community organization operating in the area of social services; or
- 2. Education and/or experience equivalent to "1" above. However, all candidates must have a baccalaureate degree from an accredited college and the one year of experience at the administrative or management level as described in "1" above.
Responsibilities
- Lead and manage the daily activities of three managers, one supervisor, and their concierge and customer service teams.
- Oversees the selection and engagement of shelter sites for the Concierge Program.
- Monitor program operations across 30-day cohorts by managing weekly activities designed for the Concierge Program.
- Supervises concierge and customer service staff, and ensures effective performance tracking, reporting, and continuous quality improvement across all rehousing initiatives.
- Develop strategic goals and priorities to enhance the effectiveness of rehousing services across customer service and concierge teams.
- Deliver expert guidance and training on housing policies, client assessment techniques, and referral processes to customer service and concierge teams.
- Oversee the development and execution of rehousing plans, ensuring timely and accurate rental assistance applications.
- Manage special projects to enhance operational efficiency and recommend policy improvements.
- Manage a team of customer service agents responsible for answering daily calls related to the rehousing process, including rental assistance packages, unit inspections, and voucher inquiries.
- Provide support to a diverse range of stakeholders, including shelter clients, staff, advocates, landlords, and brokers.
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What This Job Offers
Job Type
Full-time
Career Level
Director
