City of New York

Job Description

APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE

Under the general direction of the Director of the HRA Infoline/Medicaid Helpline, with wide latitude for independent initiative and judgment, the Floor Supervisor for HRA Infoline/Medicaid Helpline performs specialized functions to assist the Admin Manager and Director. Responds to complaints and crisis telephone calls, compiles and analyzes call center performance data, serves as Infoline’s/Medicaid Helpline liaison to various offices, assists in curriculum development, and supervises Section Supervisors, who oversee multiple units of staff responding to telephone inquiries from the general public.

The Office of Constituent Services (OCS) is recruiting for one (1) Principal Administrative Associate III to function as a Floor Supervisor who will:

• Supervise Section Supervisors, who oversee multiple units of staff responding to telephone inquiries

from the public seeking information on all HRA programs and services. Provide coaching to Section

Supervisors and guidance on difficult matters. Realign staffing of units as necessary.

• Compile, review, and analyze data and prepare summary reports on Infoline/Medicaid Helpline call

center performance, including call waiting time, call abandonment, requests for call-backs, and calling

trends. Assist in special projects as needed.

• Respond to complaints and crisis telephone calls by conducting research and making collateral

contacts as necessary to address and resolve complaints or emergency situations and provide a

timely response. Maintain and utilize broad knowledge of agency regulations and policies to provide

explanations to complainants about the administration of HRA benefits and services.

• Represent Infoline/Medicaid Helpline at internal and external meetings, conferences, and seminars.
• Serve as the Infoline/Medicaid Helpline coordinator/liaison for supplemental staffing including interns.

Conduct employment interviews, oversee supplemental staff time recording and reporting, and submit

requests for replacements as needed.

• Serve as Infoline/Medicaid Helpline’s primary interviewer at civil service pools, conducting thorough

interviews with prospective candidates and making selection decisions within civil service guidelines.

• Serve as liaison with the Policy Procedures and Training Department to develop and plan training

curriculum for all new hires and incumbent staff.

• Prepare memoranda on behalf of the Infoline/Medicaid Helpline Admin Managers and Director to

relay information to staff, including office procedures and protocol.

• Take minutes at meetings. Prepare, complete, and submit disciplinary packages to the Office of

Staff Resources Employee Discipline Unit.

• Complete quarterly and annual performance evaluations for subordinate staff, and review

evaluations of indirect reports.

• Serve as the Infoline/Medicaid Helpline liaison to the MIS Office of Data Security regarding staff

members’ passwords and access to HRA databases.

• Compose and record the voice recordings for Infoline/Medicaid Helpline’s Interactive Voice Response

System (IVRS). Make new recordings as needed to reflect updated information.

Work Location:

92-31 UNION HALL ST, QUEENS, NY

Hours/Schedule:

M-F, 9-5

Qualifications

1. 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

2. 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 in "1" above; or

3. 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 as described in "1" above;

4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) 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

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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