NYC Human Resources Administration Posted: 09/06/11
Description Assistant Deputy Commissioner Office of Constituent Services New York City Human Resources Administration
Location: New York City Title: Assistant Deputy Commissioner, Office of Constituent Services
the New York City Human Resources Administration (HRA), one of the nation?s largest social service agencies, is recruiting for an Assistant Deputy Commissioner for the Office of Constituent Services (OCS). This managerial position reports directly to the Executive Deputy Commissioner for the Office of Constituent Affairs and Immigrant Services (OCAIS). the Assistant Deputy Commissioner oversees and manages the Office of Constituent Services which operates both the Infoline, HRA?s call center which receives more than 2.5 million phone calls each year, and the Office of Constituent Communications which handles and resolves more than 7,000 written and 11,000 telephone constituent inquiries annually. Functions will include overseeing the day to day operations of HRA?s Infoline call center; serving as a strategic planner as it relates to the 311 Service Expansion project; ensuring that Infoline content for call takers and Integrated Voice Response Systems (IVRS) is accurate, concise and customer friendly; overseeing the management of the Office of Constituent Communications, which handles the processing, tracking and resolution of constituent correspondence and telephone inquiries; overseeing the Agency?s work with the Intranet Quorum (IQ) correspondence management database system; coordinating special projects with internal and external stakeholders, governmental and non governmental bodies at the direction of the Executive Deputy Commissioner; and ensuring that customer service targets for call center and correspondence units are closely monitored, met and show continuous improvement.
Preference will be given to candidates with excellent verbal and written communications skills; technological savvy with familiarity of (or ability to quickly understand) the Intranet Quorum (IQ) correspondence system as well as call center technical platforms and best practices; knowledge of federal, state and city government social services benefits programs; knowledge of HRA?s operational policies and procedures; the ability to resolve complex constituent social service issues quickly and accurately and translate complex social service policy and procedures into easy to read correspondence; high level analytical skills necessary to present data and trends in a useful manner; dynamic leadership skills and ability to lead a team with varying and diverse skills set; excellent critical thinking and strategic planning skills with an ability to set priorities and hold staff accountable for outcomes.
MINIMUM QUALIFICATIONS 1. a baccalaureate degree and four (4) years of full-time experience in a professional, technical or administrative capacity in one or more of the following areas: community relations, community organization or development; intergroup or public relations; vocational or educational counseling, business or public administration; fiscal or financial control; industrial and labor relations; urban development; or social, health or educational research, planning and action. one (1) year of the required experience must have been in a broad supervisory, administrative or consultative capacity; or
2. Education and/or experience equivalent to ?1? above. However, all candidates must have one (1) year of broad supervisory, administrative or consultative experience.
New York City residency is required within 90 days of appointment.
Salary: $60,740 ? $162,014; New York City offers a comprehensive benefits package.
for consideration, please go to and search for Job ID #92041 to apply.
SUBMISSION OF a RESUME IS NOT a GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
HRA/CITY OF NEW YORK IS AN EQUAL OPPORTUNITY EMPLOYER
HowTo Apply: for consideration, please go to and search for Job ID #92041 to apply.
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Assistant Deputy Commissioner, NYC Human Resources Administration (09/06/11) ? City Limits ? CityLimits.org
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