Ombudsman Community Advocate Shelter Outreach & Access

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

The Office of the Ombudsman provides independent and impartial assistance to OHS clients and provides the public with access to a wide array of information and services.

The DSS Ombudsman staff responds to constituent concerns and inquiries. The Ombudsman Office is the point of intake for all DHS shelter concerns received via the HRA intake line, and the staff routes inquiries to the appropriate division or provider. In addition, Ombudsman addresses concerns from shelter residents that are not related to facility conditions. All of these inquiries are tracked in the Intranet Quorum (IQ) system for reporting purposes.

The Community Coordinator will report to the Ombudsman Deputy Director and provide effective conflict resolution; ensure fair and equal access to DHS, City, and community-based services and resources; and maintain a comprehensive data tracking and reporting system. The Community Coordinator will actively engage constituents in a meaningful manner and empower them to participate in decisions that affect their lives. The Community Coordinator will visit shelters to meet with shelter management and residents and conduct presentations regarding what the Office of the Ombudsman can help them with.

The Office of the Ombudsman is recruiting one (1) Community Coordinator to function as a DSS Ombudsman Community Coordinator who will:

- Participate in and lead both internal and external meetings and conferences with constituents; participate/lead field visits to support the needs of constituents, as well as to inform and further the goals of the Office of the Ombudsman and Department of Homeless Services.

- Attend community meetings and events to provide information on homelessness services. Collaborate and coordinate with Community Based Organizations and key stakeholders to ensure that there is clear community awareness Of DSS Ombudsman services.

- Liaise between shelters and all DHS/DSS programs, community partners, key leaders, and organizations to ensure homelessness issues and complaints are addressed in a timely fashion; provide updates on Ombudsman policies and procedures and responds to questions from the community regarding complaints entered in IQ.

- Conduct outreach to community-based organizations and advocates; arranges and assists in the preparation and presentation of IQ data; manages projects to improve access that emanates from these meetings.

- Aid constituents who contact the Office of the Ombudsman on issues relating to homelessness (through phone, email, walk-ins, correspondence), by addressing the concerns raised, researching cases as comprehensively as needed to thoroughly understand their concerns raised, and working with appropriate internal and external partners to achieve a successful resolution.

- Provide supportive client experience through effective and compassionate listening and timely client-focused case management. Provide direct counseling and/or outreach services. Refer to other public agencies or community resources as needed.

- Maintain records detailing and tracking ongoing and completed cases/activities in Intranet Quorum (IQ). Generate reports designed to detail and/or aggregate activities on a daily, weekly, and monthly basis to identify shelter concerns and complaints. Frequently enters data into relevant databases when developed.

- Develop, strengthens, and maintain rapport with internal and external partners to support the needs of constituents. Develop and maintains knowledge base of resources, which support the needs of constituents.

- Consult stakeholders to implement a multidisciplinary approach to client care. Work with community agencies and/or groups; attend meetings and relevant training.

Hours/Schedule: Monday-Friday, 9:00 a.m. to 5:00 p.m.

COMMUNITY COORDINATOR - 56058

Qualifications

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

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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