Under managerial direction, with wide latitude for independent judgment and initiative, the Communication Center Manager will be responsible for identifying and troubleshooting various issues for technical or business resolution or escalation, as appropriate. Specific duties and responsibilities will include but are not limited to:
Collects and analyzes statistical and other quantitative data, employing standard data collection and statistical techniques, in order to produce summary descriptive or projective results for agency decision making.
Monitors, reviews, controls and coordinates subordinates’ activities, assignments, projects and cases by personal observation, review of statistical and narrative data, reports, and correspondence.
Compare work completed with milestone expectations, to meet program and unit objectives.
Prepare, distribute, and schedule work activities and assignments based on knowledge of nature and duration of activities and assignments to be performed.
Use basic scheduling techniques, and desires and abilities of staff where possible, in order to provide a timetable for efficient completion of unit work and adequate coverage during hours of operation.
Review work submitted by subordinates by examining forms/records/other data, ensuring that agency, State and Federal guidelines are followed, in order to determine that work is completed accurately and that appropriate actions are recommended.
Troubleshoot complex child welfare cases and resolve discrepancies by identifying errors, researching relevant documents, records, and computerized data, contacting persons and/or agencies or units involved.
Initiate follow-up corrective actions, including interface with borough unit supervisory staff, and maintain records of errors corrected, in order to reconcile issues and resolve problems.
Liaison with MIS to develop and repair technical tools and reports for entire department.
Participate in and/or deliver system training for CONNECTIONS, WMS/CCRS/BICS. PROMIS, LTS, ACRS+.
Rate and evaluate job performance of subordinates through observations, record keeping, and use of appropriate forms, in order to document the employee’s level of performance.
Minimum Qual Requirements
1. A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a closely related field, and two years of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area. 18 months of this experience must have been in an executive, managerial, administrative or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above; or
2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in "1" above, including the 18 months of executive, managerial, administrative or supervisory experience, as described in "1" above.
The preferred candidate should possess:
Knowledge of IOC policies and procedures
Knowledge of Case Management policies and procedures (CNNX B18/Procedure 108) and other ACS policy, practice and procedures
Familiarity with Child Welfare systems of record including CONNECTIONS, WMS/CCRS/BICS. PROMIS, LTS, ACRS+ and others; knowledge would include security and the provisioning of staff in these systems; working knowledge of Microsoft OUTLOOK ACCESS, WORD and EXCEL
Familiarity with the delivery of foster care and preventive services
Excellent oral and written communications
Analytical and interpersonal skills
Ability to comprehend complex systems, business processes and identify possible business practice enhancements
Ability to recognize operational data needs and document/ articulate requirements for reporting needs
Experience supervising 12 or more staff.
Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.
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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.