The Office of Constituent Services (OCS) connects over 3 million New Yorkers in need with vital services and programs that are provided by the Department of Social Services (DSS), Human Resources Administration (HRA), and Department of Homeless Services (DHS). DSS, HRA, and DHS are dedicated to fighting poverty and income inequality. The OCS Operations Unit works directly with the 5 sub-divisions of OCS to ensure that staff has the most current knowledge about the programs and services provided by DSS when interacting with clients. Additionally, OCS is responsible for maintaining all DSS content on the NYC 311 portal.
Under the direction of the OCS Business Process Manager of Constituent Services Operations, with wide latitude for the exercise of independent i initiative, judgment, and decision making, the Community Liaison liaises and conducts outreach to DSS programs, community partners, key leaders and organizations including shelter providers pertaining to the issues and complaints entered into the intranet Quorum (IQ) correspondence management system and provides customer relations to existing and new users of IQ. The liaison would also work with developing an office Manual to document the business process of corresponding with clients and advocates.
The Office of Constituent Services (OCS) is recruiting for one (1) Community Coordinator to function as a Community Liaison who will:

• Develop and update comprehensive written operational manuals and content for the ServiceNow

Office of Constituent Services Knowledge Base that are used by over 200 OCS staff members; create
and revise scripted responses to frequently asked questions about DSS programs; review and edit the
communication templates that staff utilize when corresponding with clients and advocates; send email
blasts to OCS staff on new procedures/policies and agency guidelines for benefits and new initiatives;
meet with the OCS Business Process Manager on a weekly basis to track progress, address concerns
,and gather additional information needed; organize meetings with other key stakeholders to ensure
that the content being added meets their operational process and needs.

• Liaise between DSS programs, community partners, key leaders and organizations including shelter

providers to ensure issues and complaints are addressed in a timely fashion; provides updates on OCS
policy and procedures, and responds to questions from the community regarding complaints entered
in.

• 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 emanate from
these meetings.

• Assist with establishing reports needed for all DSS units \who use IQ.

• Engage DSS programs, shelter providers and support areas that are non lQ users and provides

general overview on the benefits of the system.

• Partner with HRA/DSS//DHS on the collection, analysis and distribution of data related to complaints

to assess and develop solutions to gaps in IQ.

• Represent the Business Process Manager at internal and external meetings, as needed.

• Establish and maintain cooperative relationships \with the community-based organizations and other

stakeholders.
Salary Range:
$59,116.00 - $67,983.00
Work Location:
4 WORLD TRADE CENTER, New York, NY
Hours/Schedule:
M-F, 9-5