New York City, NY Queens , NY 11424
Posted 6 days ago
APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE
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.
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 a Principal Administrative Associate III to function as a Floor Supervisor, who will:
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.
call center performance, including call waiting time, call abandonment, requests for call-backs,
and calling trends. Assist in special projects as needed.
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.
seminars.
interns. Conduct employment interviews, oversee supplemental staff time recording and reporting,
and submit requests for replacements as needed.
thorough interviews with prospective candidates and making selection decisions within civil
service guidelines.
curriculum for all new hires and incumbent staff.
relay information to staff, including office procedures and protocol.
Staff Resources Employee Discipline Unit.
evaluations of indirect reports.
members' passwords and access to HRA databases.
Response System (IVRS). Make new recordings as needed to reflect updated information.
This is a Floating Position / Work Location:
92-31 UNION HALL ST, QUEENS, NY
470 VANDERBILT AV, BROOKLYN, NY
2500 HALSEY STREET, BRONX, NY
Hours/Schedule:
Monday-Friday, 9:30 a.m. to 5:30 p.m (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.
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.
New York City, NY