SECTION SUPERVISOR

Under the supervision of the Floor Supervisor of Infoline in the Office of Constituents Services, the Principal Administrative Associate II functions as a Section Supervisor and performs a variety of leadership and administrative duties to support the Infoline and Medicaid Helpline units. Responsibilities Coordinate and disseminate work to the Team Supervisors (PAA1’s) of Infoline. Determine staffing levels needed for each unit and assess the unit’s ability to handle the volume and type 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 interpret foreign languages spoken by clients. Train unit supervisors and staff on the performance of their duties and provide updates on HRA/unit policies and procedures. Review HRA policies, guidelines, and program data to ensure appropriate and correct responses to inquiries. Monitor staff performance to ensure compliance with guidelines for PAI. Prepare supervisory reports by reviewing logs, NICE CX, PC-generated data, and conferring with subordinates; submit reports for supervisory review and recommend improvements to unit performance and backlog removal. Attend OCS staff meetings and provide information to assist in developing strategies for intervention with other agencies, organizations, and the community at large. Monitor subordinates’ time and leave to ensure adherence to agency code of conduct, dress code, and leave procedures. Maintain logs, manual and PC-based files required to track inquiries and responses. Minimum Qualifications A baccalaureate degree from an accredited college and three years of progressive full‑time clerical/administrative experience, including one year in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty. An associate degree or 60 semester credits from an accredited college and four years of progressive full‑time clerical/administrative experience, including one year of the administrative supervisory experience described above. A four‑year high school diploma or its equivalent approved by a state department of education or a recognized accrediting organization and five years of progressive full‑time clerical/administrative experience, including one year of the administrative supervisory experience described above. Education and/or experience equivalent to any of the above; however, all candidates must possess the one year of administrative or supervisory experience. Education above the high school level may substitute for general clerical/administrative experience (but not for the one year of administrative or supervisory experience) at a rate of 30 semester credits from an accredited college for up to 6 months of experience, up to a maximum of 3½ years. Additional Information 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 Residency Requirement: New York City residency is generally required within 90 days of appointment. City employees who have worked for the City for two continuous years may also be eligible to reside in certain nearby counties. Discuss the applicability with the agency representative at the time of interview. 55‑a Program: This position is also open to qualified persons with a disability who are eligible for the 55‑a Program. 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. Location and Schedule Work Location: 92-31 Union Hall St., Jamaica, NY 11433 Hours/Schedule: Monday‑Friday, 9:00 a.m. to 5:00 p.m. Equal Opportunity Statement 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 characteristic, including but not limited to sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. #J-18808-Ljbffr NYC Department of Social Services