UNIT CHIEF - OPERATIONS, PCS
About The Position
Under the general direction of the Director of Central Services or designee, the Unit Chief oversees the Process and Courier Services (PCS) Unit and supervises, coordinates, and maintains quality control of Service of Process operations across multiple boroughs. The role ensures accurate and timely handling of requests; supervises staff; coordinates with Law Department personnel and contracted vendors; oversees invoice reconciliation; manages systems including Geotab, ActSoft Workforce Manager, and OPTIC; and ensures compliance with agency policies and legal requirements. The Unit Chief uses independent judgment to resolve operational issues, analyze workflow needs, train staff and other Unit Chiefs, and improve procedures and systems. Responsibilities also include preparing reports, monitoring activity and fleet operations, ensuring accurate data entry, and leading the implementation and enhancement of PCS technology systems. Only candidates who are permanent in the civil service title Customer Information Representative will be considered.
Requirements
- Must be permanent in the civil service title Customer Information Representative.
- Strong understanding of Service of Process procedures and legal requirements.
- Proficiency with PCS operational systems, including OPTIC, Geotab, ActSoft Workforce Manager, and vendor platforms.
- Strong analytical skills for reviewing invoices and identifying discrepancies.
- Ability to supervise, train, motivate, and evaluate staff.
- Strong communication and customer service skills.
- Ability to troubleshoot technology issues.
- Ability to manage multiple initiatives and competing deadlines.
- Strong organizational, administrative, and documentation skills.
- For the Customer Information Representative title: a baccalaureate degree; or an associate degree or 60 semester credits plus one year of qualifying full-time customer service, help desk, or public information experience using computers, databases, and information technology systems; or a high school diploma or equivalent plus two years of that experience; or a qualifying combination of education and experience.
- For the Customer Information Representative title, candidates must possess a four-year high school diploma or its educational equivalent.
- Assignment Level III requires, in addition to Assignment Level I qualifications, two additional years of the specified satisfactory full-time experience.
Responsibilities
- Receive, assemble, and approve Service of Process requests for Manhattan, Queens, and Staten Island for Law Department attorneys and support staff.
- Coordinate with Law Department clients and staff and contracted vendors on Service of Process for recipients in the five boroughs, detention facilities, and out-of-state locations.
- Ensure timely return of Affidavits of Service, overseeing approximately 96 requests per month for Manhattan and 100 requests per month for Queens and Staten Island.
- Allocate and supervise staff to meet deadlines for expedited Family Court cases, often within 24 to 48 hours.
- Perform quality control on completed service requests and ensure cases are properly logged and closed in OPTIC and other databases.
- Liaise with contracted vendors to resolve deadline-date issues, service-performance issues, and invoice discrepancies.
- Review, reconcile, and ensure timely and accurate processing of monthly invoices across assigned boroughs.
- Produce monthly discrepancy reports to validate vendor payments.
- Supervise, coach, mentor, and train PCS staff and Unit Chiefs on systems and workflow tasks.
- Assist PCS staff in troubleshooting agency iPhones, Microsoft 365 tools, ActSoft Workforce Manager, and other systems.
- Ensure proper OPTIC data entry for Manhattan, Queens, and Staten Island.
- Request or perform maintenance, updates, and configuration changes in PCS database systems.
- Lead the design, enhancement, and development of the OPTIC system for Manhattan, Bronx, and Brooklyn operations.
- Prepare and present monthly Unit Chief reports to the Division Chief.
- Monitor and report monthly activity levels and production metrics.
- Manage e-form overtime projects and approve staff timesheets.
- Prepare statistical reports analyzing service volume, speed, and quality.
- Forward unresolved or complex matters to appropriate internal offices.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
