ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE THAT ARE REACHABLE ON THE CIVIL SERVICE LIST OF TITLE – EXAM NO. 1195 ARE ELIGIBLE TO APPLY.

The Bureau of Vital Statistics is responsible for registering and certifying all birth, deaths, spontaneous and induced terminations of pregnancy in NYC. The bureau issues, analyzes and reports on 285,000 vital events each year. The bureau is a very large customer service operation, providing death certification services on a 24/7 basis, issuing more than 900,000 certified copies of birth and death records, and fulfilling hundreds of data requests annually.

Duties will include but not limited to:
Supervise/lead staff in issuance of vital records
- Supervise and lead a team of staff in the processing and issuance of birth and death certificates.
- Complete supervisory performance management and administrative functions such as hiring, timekeeping, developing staff tasks and standards, performance evaluations, performance improvement plans, and staff leave schedules.
- Ensure that direct reports complete all agency and professional development trainings.
- Train new staff on PSO processes, Health Code and agency/BVS processes and procedures. This includes training direct and non-direct reports.
- Provide high quality customer support in adherence to agency customer service principles of respect, trust, empathy, and accountability. Ensure that staff provide high quality customer support in adherence to these principles.
- Function as case navigator and provide clear, detailed next step instructions and assistance to customers with their requests. This includes providing written guidance to customers in clear and courteous plain language and responding to customer emails.
- Provide customer support in customer lobby as assigned, including at a customer window or podium.
- Critically assess customer documents, identify any issues, and follow up with customer for resolution.
- Support maintaining, or rapidly standing up, response activities across all types of possible incidents, including storms, pandemics, and other emergencies. This position fulfills a key Continuity of Operations role and is critical to the Health Department’s fulfillment of its mission.
- Approve completed customer applications as a designated Deputy City Registrar.
- Use staff trainings, professional judgement and decision making to resolve issues with customer applications, in accordance with Health Code and BVS policies and procedures.
- Examine, process and issue vital records that requested in person, online or by mail, as assigned. Complete mailroom tasks, as assigned. This includes birth and death certificates, letters of exemplification, no record found statements, pre-adoption certificates, agency request, subpoenas, and Acknowledgements of Parentage.
Adhere to all BVS financial policies
- Review financial reconciliation accounts from intake staff and approve or follow up with staff as needed. Ensure that all financial reconciliation accounts are submitted daily.
Adhere to all BVS certified paper policies
- Access secure area where security paper is stored, assign paper to staff who are printing certificates; reconcile security paper usage and ensure that all unused paper is returned to secure area and that all security protocol is followed.
Resolve customer issues via critical analysis and reporting
- Work with PSO director and leadership to identify areas for streamlining processes to improve customer experience and identify areas for improvement. Characterize the current work process and propose changes for improving the process, using data to support changes.
- Test IT system fixes and updates/enhancements. Report outcome of testing to IT and BVS leadership.
- Create tickets and report any IT issues that impact productivity and day to day operations. This includes issues with the eVital database system, Documentum, Qmatic, customer kiosks, MS Office applications, printers, mailroom equipment and scanners.
Complete professional development trainings and meetings
- Present complicated cases to peers at monthly case review meetings with the goal of identifying best practices and ensuring ongoing professional development. This includes drafting a summary of the situation, what has been done to resolve the issue and possible next steps.
- Attend professional development trainings and meetings.

1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
3. A four-year high school diploma or its educational equivalent and six years of
satisfactory, full-time progressively responsible experience as described in "1"
above, 18 months of which must have been in an administrative, managerial,
executive or supervisory capacity. The supervisory work must have been in the
supervision of staff performing clerical/administrative work of more than
moderate difficulty; or
4. Education and/or experience equivalent to "1", "2" or "3" above. However, all
candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above
the high school level may be substituted for the general clerical/administrative
experience (but not for the administrative, managerial, executive or supervisory
experience described in "1", "2" or "3" above) at a rate of 30 semester credits
from an accredited college for 6 months of experience up to a maximum of 3½
years.

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.

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 https://studentaid.gov/pslf/

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.