Under the general direction of the Director of Eligibility Information Services (EIS) with wide latitude for independent initiative and judgment, the Floor Supervisor performs specialized functions to assist the Director with the daily operations of the unit, responds to complaints and crisis telephone calls, and compiles and analyzes the unit’s data. The Floor supervisor also serves as liaison to various offices, assists in curriculum development, and supervises Section Supervisors, who oversee the staff who are engaged in responding to telephone inquiries from the general public.

The Office of Constituent Services (OCS) is requesting approval to recruit one (1) Principal Administrative Associate (PAA) level III, to function as a Floor Supervisor for the HRA Infoline/Medicaid Helpline Call Center.

The Floor Supervisor will:

- Supervise Section Supervisors, who oversee multiple units of staff responding to telephone inquiries
from the public seeking information on DSS Medicaid programs and services. Provides coaching to
Section Supervisors and guidance on difficult matters. Realigns staffing of units as necessary.

- Compile, review, and analyze data and prepares summary reports on EIS units’ performance,
including call waiting time, call abandonment, requests for call-backs, and calling trends. Assist in
special projects as needed.

- Respond to complaints and crisis telephone calls by conducting research and making collateral
contacts as necessary to address and resolve complaints or emergency situations and provide a
timely response. Maintains and utilizes broad knowledge of agency regulations and policies to
provide explanations to complainants about the administration of DSS Medicaid benefits and
services.

- Represent EIS at internal and external meetings, conferences, and seminars.

- Serve as the EIS coordinator for supplemental staffing including interns. Conduct employment
interviews, oversees supplemental staff time recording and reporting, and submits requests for
replacements as needed.

- Serve as the EIS primary interviewer at civil service pools, conducting thorough interviews with
prospective candidates and making selection decisions within civil service guidelines.

- Serve as liaison with the Office of Policy Procedures and Training to develop and plan training
curriculum for all new hires and incumbent staff.

- Prepare memoranda on behalf of the EIS Director to relay information to staff, including office
procedures and protocol.

- Take minutes at meetings. Prepares and submits disciplinary packages to the Office of Staff
Resources Disciplinary Affairs Unit.

- Complete quarterly and annual performance evaluations for subordinate staff and reviews
evaluations of indirect reports.

- Serve as the EIS liaison to the MIS Office of Data Security regarding staff members' passwords
and access to DSS databases.

1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

- Knowledge of New York City government social service benefit programs specifically regarding Eligibility for Medicaid insurance. - Ability to work with staff with diverse skill sets. - Dynamic leadership skills and ability to lead a team. - Excellent communication skills, both verbal and written. - Proficient in Microsoft suite of programs: Word, Excel, PowerPoint. - Knowledge of the Intranet Quorum (IQ) system. - Ability to work independently and collaboratively in a fast-paced, demanding, and complex work environment, with the ability to carry out complex assignments and adapt to - Changing situations and priorities.

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.