EXECUTIVE DIRECTOR OF CUSTOMER SERVICE AND CORRESPONDENCE AND MAILROOM OPERATIONS

Executive Director Of Customer Service And Correspondence And Mailroom Operations

The Office of Child Support Services (OCSS) primary goal is to ensure that children are financially supported by both parents. OCSS accomplishes this by locating non-custodial parents (NCP), establishing paternity and child support orders, and collecting and disbursing child support funds to those children. OCSS also services NCPs who are unable to provide financial support due to unemployment and/or being underemployed, by partnering with community-based organizations which offer educational, training, and job placement services for eligible parents. Enforcing and establishing child support orders, combined with employment and other support, assists impoverished families gain financial independence and become self-sufficient. Customer Service Operations provides key services for approximately 200,000 families with child support orders, of which a portion or 30,000 represent walk-in clients, mailed correspondence, and email inquiries. The staff provides information about child support cases, updates, corrects, and enters new case information and ensures that unresolved issues are forwarded to the appropriate unit for final resolution.

Mailroom Operations receives all mail sent to OCSS. They are responsible for opening the mail, identifying the document, scanning it into the case folder and electronically sending it to the correct area of OCSS. Mail is processed within 3 days and much of OCSS mail is time sensitive. A key responsibility of the Executive Director is to ensure all timeframes are met.

Under general direction of the Assistant Deputy Commissioner of Parent and Community Engagement with wide latitude for the exercise of independent judgment, the Executive Director of Customer Service and Correspondence Operations (Administrative Director of Social Services, NM-II) provide direction, coordination, and administration of, administrative and clerical support staff within the Customer Service, Correspondence, and Mailroom Operations. The Executive Director ensures operational compliance with all Federal, State and City mandates and regulations; maintains close liaison with senior level staff of the Family Independence Administration (FIA), Domestic Violence Coordinator, CWA, Labor, Management, and various City agencies. The Executive Director assists in planning and implementing alternative methods of communication with the child support program, allowing customers to request services via email, mobile application, text messages and phone appointments. The Executive Director coordinates agency responses to priority inquiries from the Mayor, Commissioner, and other elected officials. The Executive Director administers and directs the implementation of special projects and related managerial tasks, responsibilities, and assignments to ensure that community-based organizations and their staff are familiar with the services offered by the child support program.

Hours: M-F, 9:00AM - 5:00PM

Minimum Qualifications

1. A baccalaureate degree from an accredited college or university and four years of progressively responsible experience, including one year at the administrative or managerial level in a large governmental agency, business firm, civic or community organization operating in the area of social services; or 2. Education and/or experience equivalent to "1" above. However, all candidates must have a baccalaureate degree from an accredited college and the one year of experience at the administrative or management level as described in "1" above.

Preferred Skills

- Knowledge of human services programs, and child support in particular. - Strong analytical skills. - Strong verbal and written communication skills. - Ability to lead teams and accomplish goals. - Ability to work independently and collaboratively in a fast-paced, demanding and complex work environment. - Ability to carry out complex assignments and adapt to changing situations and priorities. - Ability to create and promote a cooperative work environment. - Strong interpersonal skills and the ability to work effectively with a wide range of individuals in a diverse work environment. - Proficiency in Microsoft Office products.

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, please visit the U.S. Department of Education's website at

Residency Requirement

New York City Residency is not required for this position

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.