Section Supervisor

City of New York•New York City, NY

11d

About The Position

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. OCS connects New Yorkers in need with vital services and programs through call centers and other information. Under the supervision of the Floor Supervisor of Infoline in the Office of Constituents Services, with some latitude for independent action and initiative performs responsible work in direct supervision of several units of Infoline and Medicaid Helpline agents. The Office of Constituent Services (OCS) is recruiting one (1) Principal Administrative Associate II to function as a Section Supervisor, who will:

Requirements

APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE
1. 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 2. 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 3. 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; 4. 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

Coordinate and disseminate work to the Team Supervisors (PAA1’s) of lnfoline.
Determine the appropriate level of staffing needed for each unit and assess the unit's ability to handle, timely, the kind and volume of telephone inquiries.
Act as a liaison to the Benefit Access Centers and links caseworkers to lnfoline agents who can assist with client concerns and the interpretation of foreign languages spoken by clients.
Train unit supervision and staff in the performance of their duties and provides updates to HRA/unit policies and procedures.
Review HRA policies, guidelines and program data to ensure that the appropriate and correct response is given to each inquiry.
Monitor the performance of staff to ensure that the guidelines for PAI are adhered to.
Prepare supervisory reports by reviewing logs, NICE CX, PC generated data and conferring with subordinates. Submit reports for supervisory review and makes recommendations for the improvement of the unit performance and the removal of any backlogs.
Attend OCS staff meetings and provides information which will assists in the development strategies for intervention with other agencies, organizations, clients and the community at large.
Monitor subordinates time and leave to ensure adherence to agency code of conduct, dress code and the time and leave procedures.
Maintain logs, manual and PC based files, required to track inquiries and responses.
Monitor subordinates time and leave to ensure adherence to agency code of conduct and time and leave procedures.