The Office of Constituent Services (OCS) communicates with constituents through more than 4 million phone calls and 300,000 letters and emails; and works collaboratively with DSS program areas to remove potential barriers to services for 1.5 million limited English proficient (LEP) clients, those with disabilities or in the LGBTQI community.

Under general supervision of the Infoline Central Complaint Supervisor the Community Coordinator/Community Liaison routes correspondence received and generated from the Infoline Call Center, elected officials, other local government officials, Access HRA Help Desk, 311 Call Center, NYC.gov, shelter hotline and the general public.

The Office of Constituent Services (OCS) is recruiting for one (1) Community Coordinator to function as a Community Liaison who will:

- Monitor and screen the general inquiries for Access HRA Help Desk, coordinates all incoming and
outgoing correspondence from the elected officials, other local government officials, 311 Call Center,
NYC.gov, shelter hotline and the general public by ensuring that the various subject matter gets
routed to the appropriate program area for handling.

- Prepare new inquiries by researching demographic data in the Welfare Management System (WMS)
gathering data, and printing screenshots. Enters inquiries into the Intranet Quorum (IQ) tracking system
and submits information for the Central Complaint Intake Supervisor for review and assignment.

- Prepare summary activity reports indicating work assigned to -Researchers for submission to the
Central Complaint Supervisor using the data from the Intranet Quorum system (IQ).

- Supervise Clerical Associates and temp staff, assign daily work, provide training and support on
various systems such as IQ and WMS.

- 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.

- Establish and maintain cooperative relationships with the community-based organizations and other
stakeholders with follow up calls to constituents and advocates regarding status updates on
complaints/inquiries. Prepares follow-up correspondence on consumers issues related to DSS
benefits and maintain appropriate records.

- Liaise between DSS programs, community partners, key leaders, and organizations 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 the
Intranet Quorum system (IQ).


Salary Range:
$59,116.00 - $67,983.00

Work Location:
92-31 Union Hall Street, 2nd floor, Jamaica NY 11433

Hours/Schedule:
M-F, 9-5

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.

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.