Constituent and Community Special Project Manager - Manhattan, United States - NYC Careers

NYC Careers

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Manhattan, United States

2 weeks ago

Posted by:

Mark Lane

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Description

CONSTITUENT AND COMMUNITY SPECIAL PROJECT MANAGER:

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CONSTITUENT AND COMMUNITY SPECIAL PROJECT MANAGER:
Agency: HRA/DEPT OF SOCIAL SERVICES

Posted on: 05/07/2024

Job type: Fulltime

Location

MANHATTAN

Title Classification: Exam may be required

Department

Constituent Services-NM

Salary range: $70, $134, APPLICANTS MUST BE PERMANENT IN THE ADMINISTRATIVE COMMUNITY RELATIONS SPECIALIST CIVIL SERVICE TITLE, BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGE. OR BE IMMEDIATELY REACHABLE ON EXAM NO. 1120.
Under the direction of the Executive Director of DSS's Office of Constituent Services (OCS), with wide latitude for the exercise of independent initiative, judgment, and decisionmaking, the Constituent and Community Special Project Manager works with DSS, HRA and DHS program areas to promote community relations, advocate and mediate on behalf of clients, attend advocate meetings, improve constituent communications, coordinate internal planning, policymaking, and business analysis and responds to clients, elected officials, advocates, and communities about New York City social services, including federal, state, and city benefits for lowincome residents.
The Office of Constituent Services is recruiting for one (1) ADMIN COMMUNITY REL SP (NM) II to function as the Constituent and Community Special Project Manager.
The Constituent and Community Special Project Manager will:
Represent OCS Deputy Commissioner and/or Executive Director at community advocate meetings and shelter leadership presentations to promote effective community relationships. Evaluate and utilize community feedback, suggestions and recommendations obtained during meetings and visits to develop additional OCS procedures that improve customer experience, client access, client services and business processes. Escalate high level cases to ensure timely responses and concerns are addressed.
Represent OCS at various internal meetings with ITS, DOI IT and external agencies to develop additional means that help clients communicate via multiple channels. These include launching 311 and DHS Correspondence within the Ombudsman, launching DHS Hotline to Infoline to address facility issues and overall shelter conditions, launching Hurricane Hotline after the Puerto Rico disaster to ensure concerns were addressed quickly and shelter was provided and benefits were issues. These initiatives and services promote effective community relations and respond to problems and concerns from the constituents, community advocates, and elected officials in regard to SNAP, Cash Assistance, Medicaid, Housing and Shelter.
Develop OCS responses and work to expand communication channels for the most vulnerable populations of New York City, such as shelter residents, Americans with disabilities including people who are homebound, facing evictions, the LGBTQI community, immigrants and nonEnglishspeaking constituents.
Collaborate with DSS/HRA/DHS, DOB, HPDI DOITT, and 311 programs to improve current communication channels including the IVRS, IQ, 31 1 and NYCgov.
Administer the DHS 311NYC,gov correspondence and Shelter Hotline. Ensure client concerns are triaged, sent and escalated to the appropriate departments including Families, Adults, DV, PCS, Homebase, HASA and HRA programs.
Create monthly customer service metrics in a work group for the Mayor's Management Repon (MMR), a public account of the performance of City agencies, which publishes data twice a year on the efficiency and effectiveness of the City government's delivery of services. Utilize information to implement corrective action and meet with shelter senior staff to address client concerns. Develop and manage the Commissioner's monthly report with IQ data.
Manage projects and special initiatives to ensure seamless execution of all OCS operations, including organizing and communicating with multiple stakeholders and managing and completing projects with defined scope, quality, and timeframes.

Work Location:

4 World Trade Center, New York, NY
Hours/Schedule:
Monday-Friday, 9:00 a.m. to 5:00 p.m.

Minimum Qualifications1.

A baccalaureate degree from an accredited college or university, accredited by regional, national, professional or specialized agencies recognized as accrediting bodies by the U.

S. Secretary of Education and by the Council for Higher Education Accreditation (CHEA) and four years of satisfactory, full-time community liaison, community organization or community relations experience, at least two years of which must have been in a broad administrative or policy-making capacity with responsibility for planning, organizing, coordinating, developing, evaluating and/or administering a large community service program or activity; 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 eight years of satisfacto