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NYC Department of Social Services · 3 days ago

CONSTITUENT COMMUNICATIONS SUPERVISOR

Manhattan, NY

Full-time

Onsite

Mid, Senior Level

4+ years exp

NYC Department of Social Services is dedicated to fighting poverty and homelessness in New York City. The Constituent Communications Supervisor will triage inquiries from various sources, ensure timely responses, supervise data collection, and manage staff assignments to effectively address constituent needs.

ConsultingGovernmentNon ProfitSocial

Responsibilities

Ensure inquiries from the Mayor's office, 311, NYC.gov, Constituent Affairs mailbox, US mail and facsimiles are triaged and routed to the appropriate program areas for resolution daily

Determine sensitive and high-priority cases, flags and routes to the responsible program area; 'tracks and monitors responses for timeliness according to mandated timeframes; assigns inquiries to staff

Distribute reports to the Executive Director, Director and floor managers responsible for ensuring the cases are processed correctly

Sends report to the Mayor's office showing that responses were completed

Liaise with the Mayor's Office and other program areas to share and receive information regarding client correspondence and case status/resolution and reports of what is outstanding

Follows up with the program areas to ensure responses were sent out; attaches a copy of the response in IQ and closes out the case

Supervise data collection and ensures that all data entered into DSS/HRA applications, primarily Intranet Quorum (IQ), are executed in a standardized and consistent manner; identify areas of inconsistency in the data that allude to either application errors or user errors; make appropriate recommendations

Oversee staff and review work assignments, annotate daily attendance log and enforces time and leave procedures; provide coaching and guidance on difficult matters; and realign staffing assignments as necessary; complete annual performance evaluations for subordinate staff

Provide coverage monitoring the NICE CXone (IVRS) system to ensure agent schedule adherence

Monitor and maintain correspondence sent through Deputy Commissioner, advocate groups and other internal units

Serve as a back-up for sending standard and interim responses letters to the Constituents for the status of their inquiries; work on special projects and assignments as needed

Provide daily and weekly reports to the Executive Director and managers on the number of calls taken by each researcher and the number of correspondences assigned

Conduct monthly unit meetings with staff members

Back-up City Time liaison

Report on daily attendance; check voicemails and annotates attendance log (back-up)

Qualification

Administrative supervisionData collectionIntranet Quorum (IQ)Report generationNICE CXone (IVRS)CoachingCommunicationTeam management

Required

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

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

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

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

Benefits

Public Service Loan Forgiveness

Company

NYC Department of Social Services

The Department of Social Services (DSS) is comprised of the administrative units of the NYC Human Resources Administration (HRA) and the Department of Homeless Services (DHS).

Founded in 1966

New York, New York, USA

10001+ employees