NYC Department of Social Services
Join to apply for the
SECTION SUPERVISOR
role at
NYC Department of Social Services .
Applicants must be permanent in the Principal Administrative Associate Civil Service Title.
The External Affairs division of DSS shares how our agency, comprised of over 16,000 dedicated individuals, fights poverty and homelessness with care and compassion. We engage New Yorkers through streets, subways, a responsive call center, and media to share our impact.
Responsibilities
Coordinate and disseminate work to the Team Supervisors (PAA1’s) of Infoline.
Determine the appropriate level of staffing needed for each unit and assess the unit’s ability to handle, timely, the kind and volume of telephone inquiries.
Act as a liaison to the Benefit Access Centers and link caseworkers to Infoline agents who can assist with client concerns and the interpretation of foreign languages spoken by clients.
Train unit supervision and staff in the performance of their duties and provide updates to HRA/unit policies and procedures.
Review HRA policies, guidelines and program data to ensure that the appropriate and correct response is given to each inquiry.
Monitor the performance of staff to ensure that the guidelines for PAI are adhered to.
Prepare supervisory reports by reviewing logs, NICE CX, PC-generated data and conferring with subordinates. Submit reports for supervisory review and make recommendations for improvement of unit performance and removal of any backlogs.
Attend OCS staff meetings and provide information which assists in developing strategies for intervention with other agencies, organizations, clients and the community at large.
Monitor subordinates’ time and leave to ensure adherence to agency code of conduct, dress code and the time and leave procedures.
Maintain logs, manual and PC-based files required to track inquiries and responses.
Qualifications
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
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 above; or
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 described above; or
Education and/or experience equivalent to the above, provided all candidates possess the one year of administrative or supervisory experience. Education above the high school level may be substituted for general clerical/administrative experience (but not for the one-year supervisory requirement) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.
Additional Information 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, 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 two 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.
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.
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SECTION SUPERVISOR
role at
NYC Department of Social Services .
Applicants must be permanent in the Principal Administrative Associate Civil Service Title.
The External Affairs division of DSS shares how our agency, comprised of over 16,000 dedicated individuals, fights poverty and homelessness with care and compassion. We engage New Yorkers through streets, subways, a responsive call center, and media to share our impact.
Responsibilities
Coordinate and disseminate work to the Team Supervisors (PAA1’s) of Infoline.
Determine the appropriate level of staffing needed for each unit and assess the unit’s ability to handle, timely, the kind and volume of telephone inquiries.
Act as a liaison to the Benefit Access Centers and link caseworkers to Infoline agents who can assist with client concerns and the interpretation of foreign languages spoken by clients.
Train unit supervision and staff in the performance of their duties and provide updates to HRA/unit policies and procedures.
Review HRA policies, guidelines and program data to ensure that the appropriate and correct response is given to each inquiry.
Monitor the performance of staff to ensure that the guidelines for PAI are adhered to.
Prepare supervisory reports by reviewing logs, NICE CX, PC-generated data and conferring with subordinates. Submit reports for supervisory review and make recommendations for improvement of unit performance and removal of any backlogs.
Attend OCS staff meetings and provide information which assists in developing strategies for intervention with other agencies, organizations, clients and the community at large.
Monitor subordinates’ time and leave to ensure adherence to agency code of conduct, dress code and the time and leave procedures.
Maintain logs, manual and PC-based files required to track inquiries and responses.
Qualifications
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
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 above; or
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 described above; or
Education and/or experience equivalent to the above, provided all candidates possess the one year of administrative or supervisory experience. Education above the high school level may be substituted for general clerical/administrative experience (but not for the one-year supervisory requirement) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.
Additional Information 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, 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 two 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.
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.
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