Deputy Director of Constituent Services

Deputy Director of Constituent Services

The Constituent Services Deputy Director serves as both the trainer and compliance officer for the Ombudsman unit, tasked with developing contacts with City and State agencies to streamline case management and ensure adherence to city, state, and federal regulations. While the Director and Deputy Director are jointly responsible for ensuring the delivery of high-quality services to a diverse range of constituents, the Deputy Director's primary role is to support the goals and leadership of the Director and Chief of Staff. The Deputy Director also ensures the uniformed training of current and new case workers. The practices of both the Director and Deputy Director must remain cooperative, confidential, impartial, independent, non-retaliatory, fair, and ethical when dealing with staff and the public. Under the Director's leadership, the Deputy Director will assist in developing and coordinating effective constituent communication, conflict resolution strategies, and resource management. Under the leadership of the Director, the Deputy Director's specific responsibilities include :

• Assisting as necessary in the planning and implementation of community outreach activities, town hall meetings, and other office-sponsored events and forums.
• Informing the Director of emergent community issues that may require a more in-depth, coordinated response or policy action. When appropriate, the Deputy may offer recommendations to the Director regarding the office's response.
• Addressing the needs of constituents seeking services and resolution from various government agencies.
• Ensuring effective and timely responses to constituent inquiries and requests for assistance via in-person, phone, email, and mail.
• Identifying and updating resource listings that address a wide range of concerns including, but not limited to housing, health care, social service, education, environmental, and economic development issues.
• Monitoring and tracking constituent correspondence and related paperwork in the online database for all liaisons. Log all requests and maintain up-to-date files on all cases.
• Other duties and special projects as assigned.
• Determines the training needs of case workers, co-develops training programs and materials, and hosts in-office training sessions for the team.
• Provides one-on-one mentorship and support to new employees.
• Creates evaluation tools and reports to be reviewed by the Director.

Qualifications :

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.

Additional Information :

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.