The Office of Constituent Services (OCS) is responsible for processing and resolving constituent concerns and complaints which are referred to HRA directly from constituents, the Mayor’s Office, elected officials, 311, community-based organizations, client advocates and other HRA staff. Within OCS is Infoline: HRA’s telephone service center, which provides information on HRA’s programs to the general public and the Office of Central Complaint (OCS): for clients to call to ensure that complaints are properly identified, prioritized, tracked and resolved in an efficient and effective manner. The Office works closely with all of the Agency program areas and service centers to address these inquiries. The Operations Manager will:
•Coordinate and support the development of business process, content and technology
solution for Infoline/OCC from initial analysis and fit assessment through design,
development and deployment.
•Coordinate projects plans, communication plans, requirements metrics and all project
documentation according to organizational standards.
•Serve as the main point of contact for the program project partners as needed. Assist with
program related initiatives including and not limited to, call center business process
reengineering or functionality consolidation, requirements gathering, As-Is and To-Be
business process flow, design documentation, demos, UAT testing, training and launch
•Lead and manage all communication efforts between the Infoline/OCC and programs
areas as needed.
•Coordinate Content updates with HRA programs and identify content gaps and
•Develop and update correspondence templates within the IQ letter library to reflect new
policies and procedures.
•Ensure that all incoming constituent inquiries are resolved with appropriate services
within mandated timeframes. Provide guidance to staff on determining services needed
for complex cases.
•Create and develop quality control (QC) standards to ensure correspondence is
responsive and appropriate.
•Supervise, coordinate and implement business process changes for ongoing projects as
•Establish reporting needs for project status reports.
•Perform data analysis on IQ data, symposium, agency supplied materials and other
•Lead cross department projects to ensure successful deployment for Infoline and OCC.
•Serve as the liaison to 311 Content Managers and ensure that all HRA related
information is current. Respond to 311 in emergency or crisis situations when new
content is necessary.
•Represent the Deputy Commissioner and/or the Assistant Deputy Commissioner at
internal and external meetings, as needed.
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.
•Knowledge of New York City government social service benefit programs such as cash
assistance, SNAP (Supplemental Nutriional Assistance Program) and public health
•Technological background in database management systems.
•Ability to translate complex social service policy and procedures into easy to read
•Ability to analyze data and trends.
•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.
• Bilingual in Spanish/English.
•Proficient in Microsoft suite of programs: Word, Excel, Power Point.
•Knowledge of the Intranet Quorum (IQ) system.
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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.
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