Floor Supervisor

APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE

Under the general direction of the Director of the HRA Infoline/Medicaid Helpline, with wide latitude for independent initiative and judgment, the Floor Supervisor for HRA Infoline/Medicaid Helpline performs specialized functions to assist the Admin Manager and Director. Responds to complaints and crisis telephone calls, compiles and analyzes call center performance data, serves as Infoline's/Medicaid Helpline liaison to various offices, assists in curriculum development, and supervises Section Supervisors, who oversee multiple units of staff responding to telephone inquiries from the general public.

The Office of Constituent Services (OCS) is recruiting for two (2) Principal Administrative Associate III's to function as a Floor Supervisors who will:

• Supervise Section Supervisors, who oversee multiple units of staff responding to telephone inquiries from the public seeking information on all HRA programs and services. Provide coaching to Section Supervisors and guidance on difficult matters. Realign staffing of units as necessary.

• Compile, review, and analyze data and prepare summary reports on Infoline/Medicaid Helpline call center performance, including call waiting time, call abandonment, requests for call-backs, and calling trends. Assist in special projects as needed.

• Respond to complaints and crisis telephone calls by conducting research and making collateral contacts as necessary to address and resolve complaints or emergency situations and provide a timely response. Maintain and utilize broad knowledge of agency regulations and policies to provide explanations to complainants about the administration of HRA benefits and services.

• Represent Infoline/Medicaid Helpline at internal and external meetings, conferences, and seminars.

• Serve as the Infoline/Medicaid Helpline coordinator/liaison for supplemental staffing including interns. Conduct employment interviews, oversee supplemental staff time recording and reporting, and submit requests for replacements as needed.

• Serve as Infoline/Medicaid Helpline's primary interviewer at civil service pools, conducting thorough interviews with prospective candidates and making selection decisions within civil service guidelines.

• Serve as liaison with the Policy Procedures and Training Department to develop and plan training curriculum for all new hires and incumbent staff.

• Prepare memoranda on behalf of the Infoline/Medicaid Helpline Admin Managers and Director to relay information to staff, including office procedures and protocol.

• Take minutes at meetings. Prepare, complete, and submit disciplinary packages to the Office of Staff Resources Employee Discipline Unit.

• Complete quarterly and annual performance evaluations for subordinate staff, and review evaluations of indirect reports.

• Serve as the Infoline/Medicaid Helpline liaison to the MIS Office of Data Security regarding staff members' passwords and access to HRA databases.

• Compose and record the voice recordings for Infoline/Medicaid Helpline's Interactive Voice Response System (IVRS). Make new recordings as needed to reflect updated information

Work Location:

92-31 Union Hall Street, Queens, NY

Hours/Schedule:

10AM-6PM with no flex time

Minimum Qualifications

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.

Preferred Skills

• Knowledge of New York City government social service benefit programs such as cash assistance, food stamps, and public health insurance.

• Ability to work with staff with diverse skill sets.

• Dynamic leadership skills and ability to lead a team.

• Excellent communication skills, both verbal and written.

• Proficient in Microsoft suite of programs: Word, Excel, PowerPoint.

• Knowledge of the Intranet Quorum (IQ) system.

• Ability to work independently and collaboratively in a fast-paced, demanding, and complex work environment, with the ability to carry out complex assignments and adapt to changing situations and priorities.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.